Front Office Manager
Marriott Marquis City Center Doha
Total years of experience :15 years, 10 Months
- Successfully managed the Front Office during the Qatar 2022 World Cup operation period, overseeing day-to-day department operations, occupancy, rates, availability, and upselling.
- Achieved outstanding results in guest experience KPIs (SALT, Medallia), exceeding targets with a Year-to-Date score of 73.1% (vs. target of 71.7% and previous year's 71%).
- Attained a Guest Satisfaction Index of 91.9% and 100.8% as quality index, ranking in the top 5 among competitors.
- Generated over 1 million QAR in upselling revenue within 6 months, significantly impacting REVPAR rankings.
- Passed Genuinely the Brand Audit Standards for 2022.
- Led team member training and development, resulting in high team member satisfaction (GTMS at 91%).
- Exceeded Hilton Enrollment KPI with a Year-to-Date score of 57% (vs. target of 56%).
- Effectively managed departmental expenses within budget constraints.- Maintained high standards in valet parking operations for a complex property with 309 rooms and multiple outlets, night club and banquet.
Loyalty Champion and Guest experience: Drive the overall experience metric to green, closed Take charge of the operations of the front office department.
•Primarily reporting to General Manager.
•Winning Metrics: Monitor on daily basis the Heartbeat metric which is related Guest satisfaction and overall experience (guest feedback on Merlin - IHG guest love / trip advisor and social media review).in order to achieve the monthly target.
•Brilliant basics: Financial performance (upselling / loyalty enrollment), for achieving the monthly target.
•Showing initiative, Problem Handling, Staff training, and Team Leading.
• Manage / motivate / audit the Front Office Team to provide a high standard of service in accordance to Brand standards.
•Review arrival list for all arrivals and VIP to check room allocations, amenities, preferences and special requests.
•Manage the PNL, and take action in case of high expenses.
•Manage the department vacation balance, to maintain a healthy figures by end of year.
Under the direction of the General Manager, and within the limits of Vivienda Hotel policies and procedures, to oversee and direct all aspects of front office operations, which shall include but not be limited to the following; front desk, guest relations, and shift leaders.
•Monitor and identify training needs within the front office department and ensure/develop formal training plans for the front office department to meet identified needs.
•Be fully aware of the various methods of payment accepted by the company and fully conversant with the hotel credit policy.
•Ensure optimum occupancy and average rate for the purpose of maximizing revenues.
•Managing the occupancy, availability, bookings and assignments
•Participate in the preparation of the Front Office Budget, in relation to occupancy, average rate and revenues.
•Ensuring the front desk provides a professional and friendly service for customers.
•Dealing with customers and handling complaints.
•Handling emergencies
•Scheduling the staff schedule and Liaising with other departments.
•Recruitment, induction and training of receptionists and meeting room co-coordinators
•Acting as Operations Manager, direct in charge of the housekeeping, security and F&B day to day Operation
Under the general guidance of the Front Office Manager, and in line with Le Gray Policies and Procedures, is responsible for supervision, co-ordination and training of all the Reception agents.
•To also participate in clerical duties connected with arriving, in-house and departing guests, and to ensure that all our guests including regular and VIP receive high quality, personalized service.
• Responsible for maintaining our guest recognition program.
•In the absence of
Under the general guidance of the Reception Manager, and in line with Le Gray Policies and Procedures, is responsible for supervision, co-ordination and training of all the Reception agents. To also participate in clerical duties connected with arriving, in-house and departing guests, and to ensure that all our guests including regular and SAG guests receive high quality, personalized service. Is responsible for maintaining our guest recognition program.
Under the general guidance of the Reception Manager or delegate, and in line with Intercontinental Le Vendome Policies and Procedures, to perform all duties connected with arriving, departing and in-house guests, and to assist in running daily night audits in order to close the day’s business. To ensure that all our guests including regular and VIP guests receive high quality, personalized service and to assist in maintaining our guest recognition program.
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