Front Office Manager
Sitara Hotel Apartment L.L.C
Total years of experience :18 years, 8 Months
• Pre-opening team member
• Guest Experience Management
• Front Office Management
• Driving Sales & Revenue
• Management of Reservations & Revenue
Key Driver of Front Office Upselling Program: (TSA Solutions)
Implementation of upselling packages. Identify value added services & market trends to design a package.
Collecting & analyzing market information.
Reviewed & coordinated implementation of strategies & goals.
Making necessary adjustments accommodate market changes of seasons.
Making presentations & promoting packages to customers & agents.
Daily & monthly transactional auditing, monthly reports preparation on revenue reports & incentives.
Front Office Operation & management.
Involve in projects - Revenue Maximizing, Software Migration, Associate engagement & motivation.
VIP arrival preparation, meet & greet.
Attending guest’s queries, complaints & arranging service recoveries to enhance guest experience.
Prepare job descriptions, developments and related standard operating procedures, job aids, set action plans to achieve targets set by managing company, Marriott International, Department of Tourism & Commerce Marketing (DTCM).
Training needs & analysis, prepare monthly calendar, delivering trainings.
Conduct Employee Performance Evaluation.
Setting up action plans to achieve set monthly & yearly goals.
Shortlisting of candidates & conducting interviews.
Review & approve transactional reports & conduct End of the day audit process.
Conduct Brand Standard Audit as part of hotel’s self-audit requirements.
Emergency response team member & acting Fire Marshall.
Conducting Six Sigma Lean Projects in the department to enhance revenue, guest experiences or work processes.
Assisting Six Sigma Green Belt projects.
Achievements:
Nominee Leader 2nd Quarter 2017
Leader Runner Up 3rd Quarter 2016
Brand Champion Leader of 4th Quarter 2014
• Distributing and supervising the tasks of Guest Service Agents, Telephone Operators & Bell Desk Attendants.
• Attending guests queries, complaints & incidences.
• Assisting Front Office Manager to prepare job descriptions and related standard operating procedures.
• Administrating duty rosters of the team.
• Training of new joiners
• Payments follow up with guests with liaison of company credit controllers.
• Handling of room reservations.
• Conducting Guest Satisfaction Surveys
• Assisting Front Office Manager to conduct Employee Performance Evaluation
• Handling guests arrivals & departures.
• Cashiering
• Updating guest records in Hotel Management System & Dubai Police Database.
• Liaising with food & beverage, Housekeeping and facility maintenance department on guest needs.
• Providing information to hotel guests & other visitors about exhibitions, events and general information of Dubai.
• Handling guests arrivals & departures.
• Cashiering
• Updating guest records in Hotel Management System & Dubai Police Database.
• Liaising with food & beverage, Housekeeping and facility maintenance department on guest needs.
• Providing information to hotel guests & other visitors about exhibitions, events and general information of Abu Dhabi.
• Handling guests arrivals & departures.
• Reservations (Rooms & banquet)
• Cashiering
• Handling guest complaints.
• Coordinating with supporting departments
• Maintaining records & reports
Successfully completed the programme of MS Office Packages conducted by ITI Institute, Dubai, U.A.E
Successfully completed the programme of studies and obtained a Certificate in Front Office Operation.