People management
Barr Al Jissah Resort & Spa Muscat
Total years of experience :11 years, 6 Months
Duty Manager: Shangri-la Barr Al Jissah Resort & Spa Muscat, 2011 to Present
Job summary: Provides supervision and direction to all front office personnel in accordance to the objectives, performance and quality standards established by the company.
Responsible for the overall smooth running of the hotel day-to-day basis by ensuring that all hotel operational procedures and service standards are maintained by each and every department. Interact daily with guests ensuring immediate resolution to problems. And also a representative of higher management in their absence in the areas of: People management, Customer loyalty, Operational Processes, Inspection, Administration, Safety and security.
• Contributed to the success of the event of Tour d' Oman in 2010/2011, Asian Beach games
• Achieved high scores in 2010 performance monitor for arrival & overall staying experience.
• Contribute to achieving # 1 Performance monitor results for 2008 with the group
• Sustain the highest scores in guest's overall staying experience in performance monitor 75% to 82%
• Interact daily with guests ensuring immediate resolution to any problems
• Drive implementation of standard of operating policy's and team engagement to increase efficiency and guest's satisfaction.
• Conduct daily VIP room inspections and hotel walkthroughs.
• Identify training needs and work closely with management
• Conduct continuous interactive training programs to upgrade team's communication skills in order to enhance their engagement with guest.
• Contributed to up sell revenue and mentor and facilitate subordinate to up sell (Top 5 among Shangri-la's)
Hotel Front Desk Supervisor, Shangri-la Muscat, May 2010 - 2011
Responsible for greeting all guest's in a pleasant, courteous and enthusiastic manner.
Oversees the daily operation and ensure all front desk tasks are carried out on time
Registering guest information and ensure guest profile are properly voted in opera
Provide guest with information on local attractions, rates and benefits, room availability
Direct work flow of guest service attendants regarding guest luggage and amenity needs
Ensure management is aware of guest special requests
Responsible for planning, scheduling weekly manning considering groups and events
Maintain grooming standard in line with the hotel policies
Supervise the task of all staff and ensure smooth check in and check out
Resolve or refer to management all guest concerns, complaints, suggestions in a continuous effort to provide superior guest service
Train and supervise Service Agents on the job performance
Leading and motivate subordinates to work as a team
Hotel Front Desk Clerk, Shangri-la Muscat, April 2008 to April 2010
Greet guest in a polite and cheerful manner
Answers inquiries pertaining to hotel services, in-house events, directions, local attractions
Register and create guest profile in a database, assign rooms, issues room key and escort instruction to bellman
Assist guest with general services such as check-in, check-out, manage guest accounts ensure accurate billing and payments.
Record room availability and assign rooms working hand in hand with room controller and housekeeping
Multi tasking: making reservations and cancellations, operate multi-line phone and ensure all wake up calls are handled promptly and properly, provide door service and bell/valet services when needed
Follow safe deposit procedure and deposit guest valuables Balanced all cash, check, credit card and city ledger accounts through verification shift reports and performs audit function if assigned.
Other experiences
Ovie Omo Agege Foundation Warri- Nigeria 2007 to 2008
Accomodation Manager
Oversees the operation and management of the foundation activities which include: performance management, budget management, cash management and customer service to ensure guest satisfaction.
The British Club Abu Dhabi, UAE 2005 to 2006
Front Desk Agent
Greet and welcome guest in a warmly manner and assist guest in membership registration
Assisted customers in all inquiries in connection with club activities, in-house events,
directions, local attractions, via telephone, one on one, and check cashing
Perform multi tasking jobs, root calls, offer valet services, secretariat duties and others as assigned by the Operation Manager.
Gloriana Hotel & Suites Garki, Abuja Nigeria 2004 to 2005
Front Office Manager
Carried out all front desk tasks on timely manner
Handled all cash and transactions.
Created database of guest profile
Supervised the tasks of all staff and handle night tasks also.
Communicated with front desk member by arranging monthly meetings.
Limi Hospital and Maternity Limited Abuja, Nigeria 2004
Accounts & Public Relation Officer
Act as a company representative and a direct point of contact, provide clients information, preparation of accounting statements and financial reports and assist financial director in administrative duties.
Transcorp Hilton Hotel Abuja Nigeria 1997 to 2oo2
Guest Service Agents
Welcome guest in a friendly and professional manner
Assist guests in registration, check-in and check-out
Provide customer service by answering queries such as rates, hotel information, in-house events local attractions and guest satisfaction
Multi tasking, making reservation, root calls, proved valet/bell services when needed, safety securities, check cashing and safety boxes
Diploma Aviation Aviation Online UK 2006
Higher National Diploma (HND) Accounting Federal Polytechnic Nasarawa 2002
Ordinary National Diploma (OND) Accounting Federal Polytechnic Nasarawa 1999
Diploma Computer (Unilag Consult) University of Lagos 1997