duty manager front office
Emaar Hospitality Group
Total years of experience :11 years, 11 Months
2019-2020 DUTY MANAGER
At VIDA Emirates Hills - PREOPENING 2018-2019 Guest Services Shift Leader
At Address Fountain Views - PREOPENING
2017-2018 Guest Services Agent At Address Dubai Mall
2014-2017 Telephone Operator At Address Dubai Mall
• Massive knowledge in Pre-Opening Operations. From Procurement and sourcing, budgeting, government licensing and setting up operations systems/requirements.
• Knowledgeable with the process of taking handover of the property from the contractors. Was appointed as Facilities Executive for investors who bought service residences.
• Handling Front Office and residences operations. Appointed as officer in charge in absence of Front Office Manager and
• Director of Rooms.
• Developed departmental objectives, work schedules, budgets
and policies.
• Analyzed departmental documents for appropriate distribution
and filing.
• Strictly abides by the standard policies and procedures
governing instances or cases of emergency and critical
situations.
• Oversee the smooth operation of the property and be the key contact for any guest issues or hotel emergencies
Receive and respond to membership and product inquiries via email and phone; paying attention to detail and responding with first class customer service.
Provide product knowledge to members by explaining the type of service or product offered.
Interact with multiple online systems while speaking with customers.
Meet service objectives in a fast-paced Call-Centre environment
Provides one stop shop service to all resort guests and handle their queries without
referring calls to other departments
Handles various guest complaints and ensure customer satisfaction
To achieve the highest levels of confirmation/conversion rate and revenue from
Dolphin Bay calls by capturing all revenue opportunities and use agreed selling and
performance techniques and procedures, to achieve or exceed targets.
Handles all guests’ emails, faxes and overall in-charge for secretarial and
administrative services.
Provides Secretarial services and Administrative assistance for the Front Office
Department.
Complete all guest requests promptly and courteously according to the departmental
standards and procedures.
Transmit all reasonable tasks as requested by Head of Department or Management to
further the Interest of the hotel and business.
Daily checks all meetings, functions, seminars, and events that are taking place
during the day.
Answering and directing all incoming calls to the guests and management.
Handling wake up calls, attending all inquiries and requests.
Coordinating and keeping fast communications in case of any emergency
Coordinates with all the aspects of customer service especially client’s billing inquiries
and adheres to the standard operating procedures.
Works in a high performance, customer-focused team environment and is responsible
for a number of customer-oriented tasks in a Call-Centre environment.
Knowledge of customer service management and business procedures.