Senior Guest relation
Hilton
Total des années d'expérience :23 years, 7 Mois
Ensure every call is attend and greeted in a professional manner as per Hilton Standard
Ensure all guest registrations are competed and correspond with Opera guest information
Maintain effective communication with all related outlets to ensure right service
Ensure of the cleanless of the rooms
Prepare the amenites and the welcome letters
Make Courtesy calls to ensure guest satisfactions
Ensure guest satisfaction during te stayn the hotel
Handle the guest complains and find solution to each problem
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call
Speak to guests and co-workers using clear, appropriate and professional language.
Listen carefully to the guest complains and follow up to give solution .
Thank guests with genuine appreciation and provide a fond farewell
Anticipate guests' service needs, including asking questions of guests to
better understand their needs and watching/listening to guest preferences and
Acting on them whenever possible.
start as a captain in la plage :
take oreder and follow up to ensure guest satisfaction
2 month i'v been promoted to head waiter in the oak lounge lobby
and shift supervisor make a schedule for the staff, inventories p&l meeting
then recently i got the promotion as senior head waiter.
training as house keeping supervisor
how to make room check inspected
Trainig at the reception :
check in /out
assign rooms
using opera and fidelio system
how to report
discepencie report
all on fidelio program
supervise and lead team member
Take care of customer service and be sure of the guest satisfaction
Charged of the employees scheduel
Make store requisition to be sure that all the items are available in the store
i was been selected as a member in the committe
of the hotel that was in charged of:
The employee problems
Organisation of the staff party and others programs and activities.
As i have been also elected to attend the TRAIN THE TRAINEE corse so i was resposible to traine the new commer.
Attend the traing in the catering departemet and learn how:
Take an event and how to follow it up
How to make a fuction sheet
have training in a guest relation and learn how
To make guest appointment
How to meet and greet guest
How to organize an event
Greet Guest, take order, follow it up, be sure from the guest satisfaction and at the end thanks the guest for comming and wish to say him again.
Learn how to take take reservation for a guest .
Trained how to answear the phone in a professional way related to the steps of the intercontinal way.
that was in hotel manager and specialized in the basic knowledge of the hospitality industry
this certificat was specialized in the kitchen knowledge
this certificat was specialized in the kitchen knowledge