Ismail Timouch

• Responsible and held accountable to all responsibilities front desk agent which include but not
limited to.
• information established in the hotel systems.
• Maintainsand improve the quality of the guest experience.
• Processes all payments according to established hotel requirements.
• Provides information and assistance to all guests and visitors.
• Provides prompt, Courte outstands efficient handling of all requests for guest room reservations,
changes, cancellations and information.
• Provides prompt, Courte outstand efficient handling of all incoming call sand assistance for
outgoing callsthat.
• Provides ideas and suggestions for new products, services, technology, and processes to ensure the
• resorts vision and in anticipation of changing guest needs.
• Coordinate and process the departmental orders for stationery, pantry stocks supply and prepare.
• Abilitytomultitaskandprioritizedepartmentalfunctionstomeetdeadlines.
• WorksdiligentlyatcontinuouslyworkingwithFrontOfficeManageronoperationimprovements.
• CompletesauditsonFrontOfficechecklisttoensurecompletiononadaily/shiftbasis.
• Providesnewhireswithadequatetrainingandongoingtrainingforallotherfrontdeskemployees.

• Receive and assist all incoming guests.
• Ensure smooth check in and check out of all guests, prepare billing, and handle and receive payments.
• Receive calls and redirect them as appropriate and take adequate messages when required.
• Respond to an email inquiry for booking, special request, billing, or invoice requests.
• Handover -PG guests, No Shows, view and highlight daily functions on the checklist.
• Manage stationery, Credit card machine rolls and other Front Desk supply of daily inventory.
• Generate various document control reports as required.
• Review, update and ensure that all purchase orders are delivered on time and coordinate with
other departments if any.
• Serve as liaison between department and operating units in the resolution of day to day
administrative andoperational problems.
• Manage time effectively, meet personal goals and work effectively with another department.

• Monitors Reception Colleagues to ensure maximum guest satisfaction engaging with guest and prompt
cordial attention from arrival through departure
• Works closely with all team members to ensure Wyndham members consistently receive all benefits,
repeat guests and other VIPs receive special recognition and service & Enrolment targets are met.
• Inspects all VIP rooms prior to arrival, with Loyally Team if required and Greet VIP and Escort guests
personally on arrival/ bidding farewell.
• Oversees maintenance of efficient repeat guest history system by working closely with Loyalty team and
Promotes Inter-Hotel sales and in-house facilities.
• Attention to detail on special requests by having updated database on guest profile captured
through glitches, preferences.
• Handle guest complaints and refer them as necessary to management, follows up on
corrective/preventive action
• Compiles, analyses existing procedures and performs process renovation to have benefit operation,
through project management.
• Reviews arrival lists for all arrivals and VIPs to check/perform room allocations, amenities, and special
• Organizes and conducts regular meetings for all Reception team to facilitate communications and
smoothoperations.
• Prepares efficient work schedule for Reception Team, arranging holidays and vacation by
coordinating with AFOM/FOM, taking into consideration projected occupancy and forecasts and any
large group movements, especially those with early or late arrivals or departures
• Conducts courtesy calls, driving the guest experience through service quality and continuous
improvement.
• Ensures implementation and compliance of the Companys Fire, Life and Safety requirements.
• Assists in the P&L analysis including productivity and cost management and Performs Duty Management
Shifts as per business requirement.
• Assists in planning for future staffing needs, and assists in recruiting in line with company guidelines,
Prepares and administers detailed induction program for new staff.
• Assists in maintaining a comprehensive, current and guest focused set of departmental standards and
procedures and oversees their implementation.
• Ensures training needs analysis of Reception Team is carried out and training programs are designed
and implemented to meet needs by working together with the Assistant Front Office Manager.
• Provides input for probation and formal performance appraisal discussions in line with company
guidelines, Coaches, counsels and disciplines staff, providing constructive feedback to enhance
performance and regularly communicates with staff and maintains good relations.
• Work in conjunction with hotel security officers to respond to disturbances in guest rooms, medical
emergencies, undesirable guests and including overall safety and security throughout the hotel.
• Patrol in cooperation with security staff hotel grounds, guest corridors, outside and back of house area
and take immediate action if anything unusual occurs.
• Assists Line Manager to ensure that the administration of the probation review process in your
department and ensure that follow-up for all issues is done in timely manner and results of both follow
up and the initial reviews are communicated to all relevant parties
• Ensure 100% compliance with all mandatory training for your department.
• Assists line manager in controlling the LTO, Absence and Payroll in your department in conjunction with
the HR Leader on property to ensure that any areas of concern and monitored and rectified to meet the
HR BSC Targets.
• Assists line manager to conduct interviews for relevant roles in conjunction with HR.

• Manage and supervise front of the house employees (Front desk, Guest Relations &Concierge
includingback of the house.
• Monitor the quality, cost and efficiency of the movement suppliers required for the smooth
running of the Front Office operations and to prepare requisitions accordingly.
• Ensure outstanding customer service at all times.
• Monitor the monthly payroll, keep on track daily attendance & absences, prepares weekly duty
roster, request fora flight tickets update it in the system.
• Keep the record of the attendance and leave balance unchastening Offs/Public Holdsworth staffs/
Managers.
• Review, update, and maintain the arrival and departure lists ensure that rooms and transportation
are inaccordance with the guest requests needs.
• Deal with CID &local government requirements concerning hotel guests & files and make
sure alldocuments are completed.
• Review each guest file & folios for conformity and accuracy of financial and audit purposes.
• Prepare and submit the monthly time sheet for every section for payroll.
• Ensure &perform a proper use of all the equipment & property management system to have
perfect knowledge of the setups.
• Coordinate and implement strict control of room keys& master keys checklist and daily review of
• folio /logbook.

• Always ensure outstanding customer care and ensure that the check-in and check-out procedures are
very well handled, and all guests are greeted in a courteous manner and made to feel welcomed at all
times.
• Achieves Guest Satisfaction and room revenue goals by supervising font office team.
• Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling to next
roomcategory.
• Recommended front desk manager, how to improve guest satisfaction and efficiency in front
office operation.
• Anticipate sold-out situations and overbooking and obtain satisfactory alternative accommodations
whenthe property cannot accommodate the guest.
• Manage and monitor the departmental inventory such as stationery and equipment sand raise purchase.
• order as required.
• Handle guest complaints in a quick and efficient manner to maintain a high level of customer
satisfaction.
• Build strong relationships with all the departments especially housekeeping, reservations etc.
• Coach and counsel, the front desk team members to ensure quality operation.

• Responsible for providing a friendly welcome &high-quality service over the phone to guests
arriving atthe hotel. Constantly portraying a highly professional image of the hotel.
• To manage the front office operations such as reception work to offer the highest standard of
service andguest hospitality.
• Welcoming guests to the hotel in a polite, friendly, and helpful manner.
• Dealing with late arrivals and assisting with early check-outs.
• Taking payment from guests in the form of cash or credit cards.
• Answering telephone inquiries promptly &professionally transferring calls.
• Being a point of contact for guests when they have any queries.
• Ensuring all relevant paperwork has been completed for smooth handover at the end of your shift.