Front Desk Agent
Gefinor Rotana
Total years of experience :8 years, 3 Months
-Greeting guests and ensuring the best stay experience from reservation until their check-out
-Responding to guest inquiries about hotel facilities, restaurant bookings and tours in Lebanon
-Answering internal and external calls, messages and emails according to company standards
-Booking rooms, transportation and tours for guests upon request
-Ensuring “confidential guest” procedures are followed-up
-Collaborating with Front Office coworkers for a smooth and effective operation
-Cooperating with other departments to ensure guest satisfaction
-Manning the Front Desk and all its responsibilities when the manager is unavailable
-Maintaining a clean and tidy reception desk and lobby
-Resolving guest complaints while escalating unresolved cases to the supervisor/duty manager
-Exceeding guest expectations by upselling and proper follow-ups on requests and complaints
-Coordinating with guests for their amenities and shopping requests to be sent to their rooms
-Storing and tracking packages delivered to and from guests in the stock room
-Keeping track of room availability and cleanliness status
-Updating an accurate record of guest profiles and logging special cases for service improvement
-Maintaining both physical and digital filing systems for all documents and reports
-Producing and distributing letters to guests’ rooms about news updates and regulation changes
-Preparing and submitting hand-over responsibilities and reports of the day
-Performing inventory checks to maintain an adequate stock of office supplies
-Liaising with the Accounting department for invoices, IOUs, expenses and cashier reports
-Reconciling invoices and expenses with the accounting department
-Processing payments and securing the petty cash
-Training new employees and introducing them to the work tasks and hotel procedures
skills organizational effectiveness expense reports teamwork office administration petty cash operations working experience organization skills service work chat skilled multi tasker easily adaptable customer experience handle confidential information phone manner initiation reporting maintenance management customer support communication administration phone etiquette customer service guest service customer satisfaction reservations multitasking time management oral communication customer satisfaction csat attention to detail written communication problem solving standard operating procedure sop sensitive information active listening email microsoft office interpersonal skills office equipment cash handling
learned tasks of front office and f b agents
PROFESSIONAL DEVELOPMENT AND ACTIVITIES Member of the decoration and entertainment committee in a mock formal dinner for the course “Business Etiquette and Protocol” at LAU, Beirut (Spring 2014) • Coordinating group assignments and divide tasks according to personal skills • Setting the tables, creating centerpieces, and decorating the event space according to the assigned theme • Organizing musical selection and lighting configuration, and implementing their technical set up Server in a restaurant simulation project for the course “Food & Beverage Concept and Development” at LAU, Beirut (Fall 2013) • Greeting mock customers • Serving assigned beverages and meals