Front Desk Agent
DUBAI MARRIOTT HARBOUR HOTEL & SUITES
مجموع سنوات الخبرة :8 years, 9 أشهر
• Front Desk Agent (4 Star Hotel - 232 Rooms)
- Responsible in ensuring that standard brand procedures are met upon the check in and check out experience of all the guest.
- Handles accurate cashiering for front desk transactions such as payment and payment of guest services.
- Key responsibility to improve the guest satisfaction survey scores by delivering an exceptional customer service towards all guests and visitors.
- Review payment instructions and running balance of all in-house guests on a daily basis.
- Ensure that communications are passed on and handed over to the appropriate guests/ associates in a timely manner.
• Lead Generation Specialist
- Responsible to expanding current company sales database and placing prospecting calls to effectively manage and update corporate leads.
- Append and maintain accurate account and contact data from our internal database.
- Consistently achieve quarterly and annual lead generation objectives.
• Front Desk Associate/ Night Auditor -
(7 Star Small Luxury Hotel - 88 Rooms)
Responsible in ensuring that standard brand procedures are met upon the check in and check out experience of all the guest.
- Handles accurate cashiering for front desk transactions such as payment and payment of guest services.
- Key responsibility to deliver an exceptional customer service towards all guests and visitors, making our hotel worth being a member of the SLH group (Small Luxury Hotels of the World).
- Review and follow up on payment instructions on all in-house guest and upcoming reservations.
- Prepare billing instructions and statement of accounts of groups staying in the hotel, crucially at least before check out to facilitate smooth departure experience.
- Ensure that communications are passed on and handed over to the appropriate guests/ associates in a timely manner.
- Responsible in securing the necessary end of day reports for management and all departments.
- Facilitate night audit on all guest accounts and property management systems, as well as Micros and Credit Card Machines.
• Sales Account Manager
- Responsible in Managing a portfolio of accounts (2200 leads).
- Using an existing network of industry contacts to generate new business.
- From time to time, lead and train other members of the account team (new joiners).
- Managing the work of account executives.
- Achieving sales targets at a constant 80% to 100%.
- Maintaining and expanding relationships with existing clients.
• Customer Service Agent (Sprint-Nextel Account)
- Attracts potential customers by answering product and service questions; suggesting information about other products and services.
- Opens customer accounts by recording account information.
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintains financial accounts by processing customer adjustments.
- Recommends potential products or services to management by collecting customer information and analyzing customer needs.
- Contributes to team effort by accomplishing related results as needed, especially in achieving individual and team KPI goals.
• Bachelor of Business Administration major in Marketing (2003) - Provided the foundation for strong communication ability and introduces the dynamics of interpersonal and organizational communication. - Introduced to main tenets of commercial law. Became familiar with such topics as legal transactions, classification of contracts, formation of contracts, offer and acceptance, contractual capacity, reality of consent: fictitious transactions; voidable contracts: mistake, fraud, duress, unconscionable bargain; subject matter of the contracts (illegal bargains); representation, performance of contracts, remedies for breach of contracts, modalities of obligations: conditional contracts, joint liability and rights; third party beneficiary contracts. - Familiarized with the principle ideas in finance and their application to the solution of financial problems. - Introduced with the practice of marketing in a modern business environment. Exposure to the every-day observations of marketing activity (e.g., advertisements and retailing) and explains the network of activities and concepts that guide these programs. And was provided an opportunity to demonstrate creativity by developing a marketing plan for a business of my choice.
