Assistant Director of Front Office and in charge of the whole
Hospitality Industry
مجموع سنوات الخبرة :8 years, 5 أشهر
Hospitality Industry experience combining progressive operational responsibilities with an ability to manage multiple tasks and think ahead:
Current Role since June 2011: Al Ain Rotana Hotel, Al Ain United Arab Emirates: 5 Star Hotel 245 Rooms, Suites, Chalets and Villas.
Assistant Director of Front Office and in charge of the whole FO Department
When there was no Director of front office achieving impressive results
*Front Office up selling
-2013 The yearly target is 120, 000 US Dollars and achieved 130, 000 US Dollars.
-2012 The Yearly Target was 40, 000 US Dollars And the achieved For 2012 Year is 100, 000 US Dollars and receiving a personal appreciation letter from general manager.
*Market Matrix (the Rotana Guest Satisfaction Survey) achieving the score of 89% YTD versus the target of 87%.
*Email Collection
2012: percentage YTD 45% versus the target of 40%
*on Line Bookings: Target is 1500 Rooms; we were behind the target with 578 Room nights .from October 2012 till December 2012 we achieved the target
*Received 8 Life Cards with long term and Friendly, My name is been mentioned in Rotana many times in guest surveys.
Scope and General Purpose
To ensure that all guests who visit the hotel receive a level of service and hospitality that exceeds their expectations by giving an added value experience through attention to detail and continuous customer focus. Under the general direction of the Director of Front Office, and within the limits of established Rotana policies and procedures and local hotel policies and procedure, assists in the forward planning of the department which includes Duty Manager, Guest Relations, Reception, Telephone Services, Business Centre and Concierge operations. His main
Specific Duties and Responsibilities:
-Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
-Assist Director of Front Office in execution of the management of staff and operations and assumes his/her responsibility in his/her absence
-Monitor Front Office and particularly Guest Services personnel, to ensure known repeat guests and other VIPs receive special attention and recognition
-Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
-Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier's desk and, on a random basis, VIP rooms prior to arrival
-Meet & Greet VIPs, escort and familiarize them with their room and hotel facilities/services whenever required
-Approve upgrades and special amenities in absence of manager
-Control the availability of rooms, rooms types, accuracy of room count and rate categories
-Maximize occupancy, revenue and average rate while maintaining high service standards
-Liaise with Housekeeping Department to ensure room image is maintained and rooms are ready on arrival
-Informs other operating departments, not limited to Housekeeping of all Front Office matters that concern them
-Turn away guests if occupancies deem it necessary ensuring no good-will is lost.
-Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy
-Analysis and approves discounts and rebates
-High presence in the lobby to assist guests and team members where necessary
-Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
-Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out -Know system recovery procedures and has an overall good knowledge of all Front office equipments and the handling of the same
-Inspects lobby including driveway, valet parking, restrooms, elevators and other public areas, informing the concerned department of findings
-Assists in the preparation of statistical, performance and forecast reports as necessary, to facilitate annual budget and strategic plan preparation and provides management with marketing information
-Ensures all new procedures & policies are communicated and implemented effectively within the department
-Actively involved in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel/company partners
-Handle guest complaints and assists in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately
-Maintain inter-departmental relationships to ensure seamless customer service.
-Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration occupancy and forecasts, any large group movements, especially those with early or late arrivals or departures
-Notifies the Director of Front Office of all operational problems whether related to guests or employees performance/misconduct or procedures
-Coordinates with security in the investigation of irregularities and undesirable guests
-Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
-Prepares store requisitions and double checks section store request ensuring sufficient stocks are maintained at all times
-Promote Inter-hotel sales and in house facilities
Guest Focus
• Proactively assumes potential problems to avoid guest dissatisfaction
• Accurately and promptly fulfilling Guests requests and anticipate guest needs
• Maintain a high level of knowledge which affects the Guest experience
• Demonstrating a 'customer service' attitude
• Taking appropriate action to resolve guest complaints
• Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers
Financial Responsibilities
• Assists in co-coordinating the preparation of the front office departmental annual budget.
• Assists in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget.
• Assists in the preparation of the departmental section goals; monitors and assists sections to assure these are achieved.
• Legal Responsibilities
o Ensure that the standards required by Law and by Management are maintained at all times in the areas specified above.
From July -2009 till June 2011
*Front Office Duty Manager /Front Office Night Manager
Al Bustan Rotana Dubai a multiple award winning 5 Star Hotel.275 Rooms and Suites.
October 2008 till July 2009
*Night Manager, Towers Rotana Dubai- United Arab Emirates - a multiple award winning 4 Star Hotel.360 Rooms and Suites.
Rotana Hotels-Suites-Resorts (31 business units), a leading operator of Middle Eastern properties across the GCC, ranges from deluxe residential style accommodation and corporate hotels, to seaside resort properties. Rotana has experienced unprecedented growth within its short company history.
Prior to this: Operational roles with Starwood Group Hotels & Resorts worldwide.
Al Sondos Suites by Le Meridien Dubai Opposite Deira City Centre. (106 deluxe Suites)
*Night Manager
Role held from October 2007 October 2008
*Guest Service Supervisor from May 2005 to October 2007.
*Guest Service Agent from March 2004 to May 2005.
Career Experience: Night Manager:
-Receives Guests in a professional and friendly manner, satisfying guest expectations from arrival till departure and ensures that the front office staff is adhering to LHQ standards at all times.
-maintains effective communication with all related departments during night shift to ensure smooth service delivery.
-Ensure minimum out of order rooms in order to maximize revenue.
-Makes controlled tours of the hotel ensuring electricity usage is at a minimum and security is at maximum.
-Maintains up to date back up reports.
-Effectively handles the walk-in business of the night, ensuring that policies are adhered to especially with regards to credit.
-Ensures that the bucket check in registration cards is performed nightly once all the days check in registration cards have been approved and filled.
-checks all necessary reports including rate discrepancy, housekeeping discrepancy, credit check report and routing instructions report.
-Ensures an effective handover of nights activities to the front office manager.
-Encourages up selling maximizing room revenue.
-Vip Rooms are carefully unblocked and amenities allocated.
-Cooperates in the performance of any reasonable task requested by the company manager, Executives and guests.
Professional Assets:
• A wide range of service skills, particularly in the customer related and front of house services;
• A strong leadership profile, a values-based team leader, approachable, people oriented, leading by example, openness and the ability to motivate and mobilise personnel, hands-on as needed;
• Revenue driven, a practical approach to the needs of the business;
• Organizational and communication skills, an accomplished training presenter for in-house hotel training programs; responsible for yearly training plan
• Experience in working with multiple cultures;
• Hands-on' management style
• Knowledge and application of word processing, spreadsheet and database;
• Effective Human Resources skills - responsible for a team of 16 staff
Bachelor of Tourism and Hotel Management from Suez Canal University Egypt tour guidance section. Trainings: Al Ain Rotana *Zodiac Training 12 Modules *DL (Destination Leadership) *Inspire Life. *Fire Training. *Up selling Training. *First Aid Training and Certified
*MPP (Manage People Performance) *MED (Manage employee Development) *OJT (On Job Training Certified) *ISS (Interviewing Skills Certified) *ADTA Guest Service Workshop and Certified. *GTT (Group Training Techniques Certified.) Al Sondos Suites by Le Meridien Dubai My Guest, My Customer (Internal Training), Al Sondos Suites by Le Meridien Dubai. Service Leadership (Internal Training), Al Sondos Suites by Le Meridien Dubai -Holding UAE Driving License.