ميرنا نجم

Handling all MICE from inquiry until guest feedback
Organize and plan events for both corporate and leisure
Coordination with Hotels and Suppliers for all needed
Negotiation with hotel and suppliers for quotes and group rates
Control Quality of services offered and ensure excellent guest feedback
Research destination for potential MICE events with all related
Present on site during the event for last minute visit and follow ups

Ensuring that all Front Office Standards Operating policies and procedures are adhered
Ensuring and providing ideal, professional and upscale guest service experience
Analyzing customer feedback and providing strategic direction to continuously improve overall rating
Creating Daily and Weekly reports highlighting the upcoming arrivals and in house Guests
Contacting the guests during their stay and assisting with any needs that arise
Handling guest complaints
Supporting all Front Office sections
Assume Manage on Duty Shifts

*Directing, coaching and managing guest relations team to ensure all standards and operating procedures are adhered to
*Ensuring and providing ideal, professional and upscale guest service experience
*Responding to guests need and anticipating their unstated ones
*Expecting and reacting promptly to guests requirements and inquires
*Actively listening and resolving guest complaints
*Coordinating with the Sales and Banquet department regarding any potential business.
*Appraising team’s performance
*Supporting all Front Office sections during peak hours

*Supervised the Guest Relations team in daily operations and encouraged them for constant improvement
*Ensured that the sequence of service is implemented as to standard and the database of customers are maintained properly
*Managed and coordinated all arrivals and departures of our guests
*Responsible for schedule, departmental training and took care of all operations in Guest Relations department in the absence of the Guest Relations Manager
*Handled guest complaints and special requests of guests
*Supported all Front Office sections during peak hours

 Responsible for the efficient registration, rooming, checking out of hotel guest and delegating tasks required to fulfill the efficient running of the Front Desk
 Assisted the Front Office Manager by attending to minor complaints in prompt and courteous manner, ensuring that any insoluble problems are referred for attention.
 Conducted daily briefing meeting with Front Office staff ensuring that all staff are aware of special events, VIPs, etc.
 Continually monitored performance and behavior of subordinates staff towards guests and take corrective or disciplinary action as required and implemented training or coaching session when necessary

 Supervised the front desk operation and coordinates its activities with the other departments of the hotel
 Able to deal efficiently and effectively with all employees, department heads and guests
 Solved problems in relation to the guests room account and take necessary action to correct mistakes in conjunction with Front Office Manager