Front Office Supervisor
Doha Downtown Hotel
Total years of experience :12 years, 0 Months
Led the success establishment of a start-up Hotel in developing of the entire Front Office Hotel Operational Policies and Procedures which was used successfully in running the entire Front Office Department since 2012. Supervised the entire Front Office Operations and Staff of the 4-Star Hotel Apartment comprise of 271 rooms, spa, gym and outdoor swimming pool with banquet facility. Her hard-work and dedication has elevated the hotel’s guest-satisfaction index from 86% to 92% within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
Work scope and responsibilities.
o Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operations of the Front desk department.
o Oversee Bell and door staff in the absence of their department head.
o Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction.
o Ensure department adherence to company policies, procedures and standards to ensure that guest expectations are exceeded.
o Discipline, counsel and coach front office staff if necessary, using proper techniques and documentation.
o Responsible for daily monitoring and proper training of all service levels provided by employees to fellow employees and guests.
o Responsible for monitoring and supervising that front office team follow proper cash handling procedures.
o Leads in providing staff with ongoing coaching, training and development.
o Coordinate hotel emergency procedures within the scope of defined plans. Ensures that her team complete their essential tasks before leaving.
o Prepare reports, handle special projects and assignments as required. Assist and provides solution in operational issues.
o Maintain hygiene and organization of front desk, back office and front desk closet. Ensure accuracy of rooming lists, groups, arrivals, and amenities.
o Foster an environment in which guests enjoy high levels of service and employees are motivated to deliver top performance. Manage front-end operations to ensure friendly and efficient transactions at checkout.
o Developed policies and procedures that will ensure that the hotel team works together in accordance to its goal to provide the highest customer service experience in turn that will result to return business for the organization.
o In-charge in leading the entire administration and facilities of the hotel front office while teaming up with other internal departments e.g. Accounting, Finance, Human Resources to provide high quality services to hotel’s clients and organizational partners.
o Management of local purchase and Maintenance Contracts. In-charge of petty cash transactions & employee reimbursement.
o Assisting Admin Manager in day-to-day activities and responsible for maintaining company’s confidential records.
o Leads in organizing conferences, special events and team get-togethers using accurate schedule-management practices.
o Ensures that proper document control process is done in managing hotel library & accuracy of the software used in the operations.
o In charge of international Travel and Hotel bookings using online booking and systems required to fast track all work requirements.
o Provide assistance to the HR team, Finance Manager and the company President in their work as required.
Working as part of a team and supporting the Company President. Responsible for the day-to-day tasks and administrative duties of the office including management of the whole reception area.
o Executive Secretary to the President / CEO and management team. Duties included telephone screening, appointment scheduling, travel arrangements, meeting coordination, supplies management, processing invoices, reconciling monthly credit statements from clients, troubleshooting work issues and conflicts, computer data entry, generation of daily and monthly confidential work progress and financial reports and general office duties.
o Perform document management, record keeping, distributing, routing, and filing of all controlled documentation. Work to quality assurance procedures and other project needs specifications. Scan, catalog, create indexes, and create guide for each job.
o In-charge in maintaining the company library and data file room where tracking of all documents checked out of library & file room.
o Responsible for establishing and maintaining an effective document control systems. Ensures that all design documentation is accurate, up to date and accurately distributed to relevant parties.
o Conducts office management, from scheduling meetings and coordinating travel to overseeing budget and accounting functions.
o Develops and maintains comprehensive administrative processes that improve the efficiency of day-to-day operations.
o Acted as the timekeeping administrator for 100 employees and responsible for new employee orientation, including coordination of legal documentation for the Human Resources and Payroll departments.
o Support the efforts, schedule management, planning and organizing all work-related tasks of the President together with other executive-level staff, including CFOs, Vice Presidents, and other senior partners within the organization.
Bachelor of Science in Nursing, 2008 CENTRO ESCOLAR UNIVERSITY (Dean's Lister) Mendiola, Manila, Philippines