Front Desk Supervisor /Acting Front Desk Manager (pre-opening Makkah)
Marriott Hotels
Total years of experience :6 years, 5 Months
Responsible for the safety of employees and guests
Responsible for the overall guest experience
Responsible for implementing the Standard Operating Procedures throughout the hotel
Responsible for meeting the Elite Guests
Training the Front Office Team
Responsible for handling guest complaints
Responsible for handling all kinds of emergencies
Makkah Marriott Front Office Team scored 100% on the Brand Standard Audit 2016
Serves as a role model to demonstrate appropriate behaviors.
Supports all day-to-day operations.
Guides daily Front Desk shift operations.
Supervises same day selling procedures to maximize room revenue and property occupancy.
Provides services that are above and beyond for customer satisfaction and retention.
Performs all duties at the Front Desk as necessary.
Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations.
• Assist staff with expediting problem payments ( problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in . Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department ( Bell person, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Review shift logs/daily memo books and document pertinent information in logbooks. Count bank at the beginning and end of shift. Balance and drop receipts according to accounting specifications.
• Assist management in hiring, training, scheduling, evaluating, counselling, disciplining, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications. Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information. Anticipate and address guests’ service needs. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.
Responsibilities Supervises a given shift at the Front Desk. Directs staff that performs the following duties and will also perform these duties on own: welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
• Consistently offer professional, friendly and engaging service
• Deal promptly and effectively with any complaints
• To be responsible for identifying any training needs of Reception staff and communicating these to the Front Office Manager
• Attend any courses Management may deem beneficial
• Follow up on late cancellations and no shows and charge when appropriate
• Conduct a handover at the end of each shift with relieving staff, informing them of any special requirements or problems
• Be present at the Reception desk whenever possible
• Ensure that the entire Front Office and the surrounding areas and including Lobby, Concierge and Reception is continuously clean and tidy
• Be fully competent in all reception and cashier duties
• Meet and greet VIP Guests
• Cover all shifts if required
• Deal with room moves, and ensure seamless communication of these with the relevant departments
• Check potential room revenue for any discrepancies and do necessary corrections
• Maintain amicable and co-operative working relations with all other departments
• To be responsible for identifying any training needs of Reception staff and communicating these to the Front Office Manager
• Assist guests regarding hotel facilities in an informative and helpful way
• Book and enter room reservation requests using the Property Management System
• Update reservations ensuring a flawless check in and check- out process
• Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
• Identify and resolve any over-commitments by room type (i.e.: bedding, room type, etc…)
• Communicate with necessary departments regarding in house VIP's, special needs, and requests
• Confirm reservations and cancellations
• Prepare and review written documents (i.e.: daily logs, reports), including proofreading and editing written information to ensure accuracy and completeness
• Pre-register designated guests and prepare key packets
• Maintain and update information and preferences of repeat and VIP guests
• Run daily reports, ensure reservations are set-up accurately and identify any special requests, and check reports and reservations for accuracy
• Follow-up on guest opportunities and challenges
• Coordinate with Housekeeping to track readiness of rooms for check-in and to report guest concerns
• Verify and adjust billing for guests
• File guest paperwork or documentation
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve challenges
• Anticipate guests' needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Liaise with Sales and other departments as required
• Answer telephone and email inquiries in a timely manner
• Assist guests regarding hotel facilities in an informative and helpful way
• Follow department policies, procedures and service standards
• Follow all safety policies
Receptionist, Holiday Inn Cairo city Stars, Egypt, Sep 2010 - until Now
• Registered and allocated all guests while adhering to the hotel's credit policy and ensure that registration details are updated on computers
• Maintained control of critical matters including issuing guest room keys, delivery and collection of group luggage accurately and promptly, money received against receipts issued, and depositing liquid money in bank
• Handled guests needs, inquiries, requests, and complaints efficiently and promptly and reported daily activities and pending issues on logbook
• Kept track of the hotel's budgeted occupancy, average room rate, packages, promotions, activities, product knowledge of both the hotel and the chain
• Promoted in-house services and facilities and next destination sales upon check-in
-I worked in Four Seasons Hotels (Booth) for 2 years as Waiter in the banquet.
-I worked in Porto Marina as waiter and we open there anew restaurant called El Alameen.
-I worked in Fairmont hotel Heliopolis and towers for 3 years as waiter in many outlets such as (room service in both & main restaurants both also Chinese and Lebanese Restaurant & staff restaurant) banquet. Also I have trained in kitchen department four about a month.
I worked in Baron Hotel as receptionist for a year.-
-I have trained in kitchen department at holiday inn Cairo City stars for 3 months.
-I worked in holiday inn Cairo city stars as guest service agent for 2 year.
Research Skills
Researched and conducted a tourism project
Analyzed and criticized results of several projects
Computer, Language, & Typing Skills
Excellent in using Word, Excel, PowerPoint, Outlook, Access, and Internet
Very good English typing skill
Very good Arabic typing skill
Fluent in both spoken and written Arabic and English
Fair knowledge of Deutsch, Spanish and Italian.
COURSEWORK INCLUDED
Marketing, psychology, business administration, portfolio, management accounting, advanced accounting, mathematics of finance, financial markets, international development, mathematical analysis, economics, advertising, production, operation management, computer, and English Also I have Certificate in Front office Skills, housekeeping, Hospitality Food and Beverage Skills from the American Hotel and Lodging Association.
very nice