Manager – Hospitality Service
Cleveland Clinic Abu Dhabi
Total years of experience :19 years, 1 Months
Duties & Responsibilties
• Planning and organizing all hospitality and patient services at CCAD in a way that provides high efficiency and quality service standards to patients and their families.
• Oversees daily operations of Hospitality and Patient Services to include, staffing, training and personnel management
• Strives to continually improve hospitality and patient services through appropriate planning, objective setting and plan implementation
• Ensures that goals are met by objective data gathering techniques, including patient satisfaction, expense reports, productivity measures and internal department checks
• Oversees regulatory requirements and coordinates services to support patient requests for religious services
• Serves as contract liaison for all outsourced staff, vendors and recruitment agencies
• Manages and leads staff and total quality improvement policies and practices
• Facilitates and ensures that total quality improvement principles are utilized to achieve goals of high quality service, customer satisfaction and department efficiency
• Maintains a safe facility that meets the requirements of all health and safety regulatory standards
• Set policy and procedures for hospitality service
Duties & Responsibilties
• Monitor Front Office Personnel to ensure guest receive prompt, cordial attention and personal recognition.
• To Handle and resolve any guest complaints received at the Front Desk.
• Control the availabilities of rooms, room types, accuracy of room count and room allocation.
• Liaise with housekeeping department to ensure room image is maintained and as far as possible the room ready on arrival.
• Be aware of credit policies and procedures and liaise closely with finance department to ensure that credit procedures are properly carried out.
• Continually check the accuracy of room count.
• Approve upgrades and special amenities in absent of front office manager.
• Conduct appraisals for colleagues to maintain high standard all the time.
• To Assist in maintaining and/or develop agreed stander consistently within the front office department.
• To supervise group arrivals and departures.
• To ensure a smooth and efficient running of the hotel operation.
• To arrange the duty roster and prepare staff attendance summery sheet.
• To Assist in maintaining and/or develop agreed operating procedures involved in the front office and to ensure all front office employees adhere to the correct procedures as laid down in the operating manuals.
Duty Manager Jumeirah at Etihad Tower
September 2011 - Until Present Jumeirah Group ( Pre-opening)
Duties & Responsibilties
• To set a high example in regards to punctuality, appearance performance, attitude and leader ship.
• To Assist in maintaining and/or develop agreed stander consistently within the front office department.
• To Assist in maintaining and/or develop agreed operating procedures involved in the front office and to ensure all front office employees adhere to the correct procedures as laid down in the operating manuals.
• To supervise group arrivals and departures.
• To ensure a smooth and efficient running of the hotel operation.
• To handle and resolve any guest complaints received at the front desk.
• To use discretion and tact when dealing with guest inquiries, problems or complaints in an efficient and professional manner without detriment to the hotel and / or its reputation.
• To assist in supervising the guest relation, club Executive, concierge, Bell desk and the front desk.
• Dedication to quality, hospitality and guest satisfaction.
• To arrange the duty roster and prepare staff attendance summery sheet.
• Prepare the training plane for the new colleague.
• Liaise with housekeeping department to ensure room image is maintained and as far as possible the room ready on arrival.
• Control the availabilities of rooms, room types, accuracy of room count and room allocation.
• Be aware of credit policies and procedures and liaise closely with account department to ensure that credit procedures are properly carried out.
• Approve upgrades and special amenities in absent of front office manager.
Front Desk Manager / Night Manager Emirates Palace
January 2011 - September 2011 Kempiniski (UAE-Abu Dhabi)
Duties & Responsibilties
• Responsible for leading and managing all sections of the Front Office Department during the night shift in order to ensure the highest standard of service in accordance with the operating procedures and Kempinski Standards.
• Is directly responsible for supervising approximately all staff working in the hotel during the night shift.
• Maximizes hotel revenue by controlling room inventory, group blocking and packages up selling.
• Patroles the hotel at least twice per shift to ensure that the hotel is clean, tidy and safe and that all is proper order. Takes corrective actions if necessary.
• Ensure all guest charges are allocated in accordance with the hotel credit policy.
• Works close with security on all relevant matters and handles cases of undesirable guests with security.
• Receives sickness reports during the night service for all Department of the hotel, pass these on to the corresponding departments and obtain replacement Team Members as necessary.
• Represent the General Manager and Front Office Manager in his/her absence.
• Ensures the cash inventory allocated is correct and declaring shortfalls.
• During sell out nights, deals with overbooking situation in the most professional and diplomatic matter in order to a minimum level of dissatisfaction of guests inconveniences.
• Pay attention to adherence to the regulations of the employment laws and other legal provisions (Fire protection, Health and Safety at work etc.)
Front Desk Manager Emirates Palace
August 2010 - January 2011 Kempiniski (UAE-Abu Dhabi)
Duties & Responsibilties
• Plans and supervises the day to day operations of the Reception section which are related to the arrival and departure of guest, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients' satisfaction and adherence to service standards.
• Carries out trainng for new employees and on the job traning. Motivates staff to bring about excellent performance. Participates to the evaluation of staff performance once a year.
• Handles Guest request and complaints in a polite and efficient manner, gives further instruction to the relevant staff if needed to ensure guest satisfaction and maintains a record of all complaints received from all guest. Follow up when necessary.
• During peak period, provides help and support to the receptionists and the shift leaders with check-in, check-out and handling guest request.
• Liaises and coordinates with various departments to ensure all information on guest are accurate such as rate specific requirements are addressed in an efficient manner.
• Keeps abreast on hotel product and service as well as on tourist and business travelling information that may be of any interest to our guest.
• At the end of shift, does handover reporting guest complaints, unusual situation and incidents that need follow up, to ensure efficiency in the operation.
• Maintains regular contact with frequent guest and all important guest of the hotel.
• Supports the Front Office Manager in carrying out all administrativebv work.
• Decides on reductions and price discounts after consultation with the Front Office Manager.
• Processes the no show lists daily by agreement with the Front Office Manager.
• Maintains an appropriate standard of tidiness in the back office and staff uniform.
• Update s regulary an all new and current offers of Kempinski and monitor their sales strategies in a daily business.
• Knows and supervises the standards and put them into practice in the daily work, thus actively pursuing the Emirates Palace objectives.
• Replacing the Night Manager in weekly day off and yearly vacation
Front Desk Shift Leader Emirates Palace
October 2009 - August 2010 Kempiniski (UAE-Abu Dhabi)
Duties & Responsibilties
• Supervising Front Desk Representatives
• During peak period, provides help and support to the receptionists with check-in, check-out and handling guest requests.
• Liaises and coordinates with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversees that guests' specific requirements are addressed in an efficient manner.
• Checking Paymasters and follow up to close them
• To ensure that the rooms allocated as per order and requirement
• Carries out training for new employees and on job trainings.
• Handle guest requests and complaints in a polite and efficient manner
• Alocate rooms when it is necessary
• Update all on loyalty program
• Supervises all cashier work of subordinates
• Lead the team to maintain a smooth operation
• Accomplishes a set of administrative duties such as running briefing, producing, reviewing and writing reports and other specific duties related to the job function.
• Keep informed of product and service knowledge as well as the hotel daily and meeting activities
Awarding & Training
• Enhancing the guest experience (ADTA Certificate)
• Train The Trainer
Front Desk Representitive (Receptionist) Emirates Palace
June 2007 - October 2009 Kempiniski (Abu Dhabi- UAE)
Duties & Responsibilties
• Checking-in / Checking-out
• Upon check in: register guest and assign rooms, accommodates special requests whenever possible.
• Upon check out: processe the guest check out procedures, receives payment from guest. Settles the guest account.
• To ensure that Audits are performed correct
• Check the credit limit for all in house guests
• Handles all front office cashier's transactions such as posting charges to guests, taking room payment and exchanging foreign currency according to the procedures and at the end of shift balance cash float.
• Check the zero rate rooms and the balance (If any of rooms pending to check out)
• Follow up the traces with the Housekeeping, Guest Relation and Reservation
• Answers all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provides/receives information and takes appropriate actions or refers the matters to the relevant persons to handle.
• Keep informed of product and service knowledge as well as the hotel daily meetings and activities.
• Processes a working knowledge of the room reservation procedures and takes reservations and cancellations if required.
Awarding & Training
• Employee of the month from Front Office Department during the month of January/2008
• Fire & Safety Training
• Excellent customer service (ADTA Certificate)
Receptionist Dana Hotel
December 2005 - June 2007 (Abu Dhabi- UAE)
Duties & Responsibility
• Checking-in / Checking-out
• Attending guest call
• Customer service
• Handling guest complain
• Take reservation & cancellations
• Follow up with guest preferences
• Cashier operations
• Hotel business operations
• Keeps product and service knowledge
• Night audit
Awarding & Training
• Employee of the month from Front Office Department during the month of February/2007
• Telephone Training Skills
Receptionist Paradise Restaurant
June 2004- September 2004 (Damascus-Syria)
Duties & Responsibility
• Taking reservation
• Attending guest call
• Arranging transportation for the guest
• Handling guest complain
• Acting supervisor in charge when require
Receptionist & Operater Samiramis Hotel
February 2004-April 2004 (Damascus-Syria)
Duties & Responsibility
• As per job description (training)
Advanced Diploma in Hospitality Management 2003-2005 Damascus-Syria ( American Academy )