Supervisor - Butler/ Guest Services
Jumeirah Burj Al Arab
Total years of experience :20 years, 3 Months
Responsible for LQA trainings and audits that resulted into 95% in 3 consecutive years
Responsible for creating an energy saving process in rooms division that saved and help achieved the Green Globe Certification
Managing the entire operation of the butlers department
Providing departmental training and briefing on a daily basis
Consistently organizing, developing and executing departmental step by steps
Coaching, mentoring and developing colleagues by using different approaches
Empowering and motivating colleagues
Ensuring the colleagues productivity, departmental revenue and departmental targets were maximized.
Controlling and budgeting the departmental stocks
Coordinating guest needs, request and personal preferences to respected departments to ensure the guest satisfaction
Handling and resolving guest complaints
Overseeing the guests billing
Supervising and managing guest itinerary including restaurant & airline reservations
Analyzing guest feedbacks on a daily basis
Analyzed banquet event orders and communicated effectively with customers, managers and associates.
Ensured that all room setups, equipment, supplies, staffing and menus met/exceeded customer's expectations.
Reviewed all schedules, equipment, supplies and organized work flow to ensure a quality event to customers on a regular basis.
Assigned duties and tasks to banquet staffs assigned to a specific event or function.
Ensured that any & all Food & Beverage items are presented and served correctly and noting any special requests & instructions.
Dealt efficiently with guest feedback and ensured the guests are pleased with the results.
Trained, coached and briefed the team on an ad hoc basis to ensure service and standards were constantly delivered.
Managed and coordinated the work flow of the team in the allocated floor, to ensure guest receive the highest level of service and efficiency.
Met, greeted and assisted the guest upon arrival and during departure.
Ensured the privacy of the guest at all time.
Ensured the setup of the suites are according to standards.
Managed check in, checkout and guest billing.
Coordinated all guest requests to the responsible departments in quickest manner.
Promoted the hotel’s loyalty program and other products.
Dealt efficiently with guest complaints; ensure guest was satisfied with outcome.
•Reservation (October 2008 - January 2009)
Took phone call inquiries
Handled reservations correspondences including group bookings
Coordinated with other departments for guest requests, to ensure guest are always satisfied
Monitored the different distribution channels and ensured all bookings are in the system
•Revenue Management (January 2009 - March 2009)
Created and printed reports as required
Opening and closing the rates with the supervision of the revenue manager
Monitored the promotions of the direct and indirect competitors Assisted the Revenue Director in analyzing the hospitality trends
•Reception (March 2009 - July 2009)
Handled check in, check out and guest billing
Allocated rooms and suites
Coordinated with different departments for guest request
Handled guest complaints in an efficient manner
Managed and coordinated the work flow of the team in the allocated floor, to ensure guest receive the highest level of service and efficiency.
Met, greeted and assisted the guest upon arrival and during departure.
Ensured the privacy of the guest at all time.
Ensured the setup of the suites are according to standards.
Managed check in, checkout and guest billing.
Coordinated all guest requests to the responsible departments in quickest manner.
Promoted the hotel’s loyalty program and other products.
Dealt efficiently with guest complaints; ensure guest was satisfied with outcome.
Met, greeted and assisted the guests upon arrival.
Ensured the highest level of privacy, safety & security of suite guests at all times.
Maintained extensive product knowledge of the hotel.
Ensured all suites are maintained & serviced according the standard operating procedure.
Conducted packing/unpacking service.
Prepared guests itineraries.
Managed events for the guests.
Responsible for maintaining inventory levels of the supplies.
Supervised and assisted the housekeeping and food and beverage team in the allocated section.
Managed and supervised seven housekeeping staff in the allocated sections.
Carried out training on a regular basis.
Provided food and beverage service in the suite.
Packing and unpacking service.
Facilitated guests in travel and tour arrangements for sightseeing.
Coordinated guest request with other departments.