Mohamad User

• Lead and manage the front office team, including front desk agents,
concierge, and guest services staff, ensuring smooth operations,
efficient guest check-in and check-out processes, and exceptional
service delivery.
• Oversee the reservation department, ensuring accurate and efficient
handling of room reservations, group bookings, and guest inquiries,
and implementing strategies to optimize room revenue and occupancy
levels.
• Develop and implement guest service initiatives and standards to
enhance the overall guest experience, including personalized service,
VIP amenities, and special touches that exceed guest expectations.
• Manage the housekeeping department, including room attendants,
supervisors, and laundry staff, to ensure cleanliness, hygiene, and
maintenance of guest rooms, public areas, and back-of-house
facilities.
• Implement and maintain quality assurance standards for guest
accommodation, including room cleanliness, maintenance, and
amenities, conducting regular inspections and audits to ensure
compliance with brand standards and guest satisfaction.
• Provide training, coaching, and professional development
opportunities to front office and housekeeping staff, ensuring they
have the necessary skills, knowledge, and resources to deliver
exceptional service and meet performance standards.
• Support the General Manager in property initiatives.

• Trains, cross -trains, and retrains all front office personnel.
• Schedules for the front office staff & Room service Staff.
• Evaluates the job performance of each front office, Bellboy & Room
service employees.
• Maintains working relationships and communicates with all
departments.
• Verifies that accurate room status information is maintained and
properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Conducts regularly scheduled meetings of front office personnel.
• Maximize room revenue and occupancy by reviewing status daily.
• Monitor high balance guests and take appropriate action.
• Ensure that employees are, at all times, attentive, friendly, helpful and
courteous to all guest managers and other employees.
• Double check all rooms before checking in.
• Auditing online reservations ( Booking.com, Expedia, Travel agencies
) .
• Following up confirmation and cancellation requests, payments,
special request for occasions.
• Perform other duties as requested by management.

• Maintain receipts, records, and withdrawals of the stockroom
• Receive, unload, and shelve supplies
• Perform other stock-related duties, including returning, packing,
pricing, and labelling supplies
• Ensure adequate record keeping and manage all documentation to
confirm proper stock levels and maintain inventory control
• Enters customer and account data by inputting alphabetic and numeric
information on keyboard or optical scanner according to screen
format.
• Verifies entered customer and account data by reviewing, correcting,
deleting, or reentering data; combining data from both systems when
account information is incomplete; purging files to eliminate
duplication of data.
• Maintain operations by following policies and procedures; reporting
needed changes.

• Trains, cross -trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules for the front office staff.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all
departments.
• Verifies that accurate room status information is maintained and
properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Conducts regularly scheduled meetings of front office personnel.
• Maximize room revenue and occupancy by reviewing status daily.
• Monitor high balance guests and take appropriate action.
• Prepare revenue and occupancy forecasting.
• Ensure that employees are always attentive, friendly, helpful and
courteous to all guest managers and other employees.
• Review daily front office wo