Mohamed Refaie El Sayed

• Maintains a visible presence in the Lobby at all times, circumstances allowing. (Lobby ambassador)
• Acts as the first point of contact when direct complaints are received and implements service recovery strategies as required.
• Ensures all relevant guest / service issues are communicated effectively between hotel departments.
• Acts as the representative of the Hotel / General Manager when dealing with guest complaints.
• During peak periods, provides help and support to the Front Desk, Executive Floor and Concierge Desk with check-in, check out and handling guest requests.
• Provides support to all operational areas such as Housekeeping, Food & Beverage, Conference & Banqueting etc. as required in order to ensure smooth operation throughout the hotel.
• Has a comprehensive knowledge of the Hotel including the geographical layout, operating hours of outlets / services and standard operating procedures.
• Has complete understanding of the Hotel’s Employee Handbook and hotel regulations and enforces them accordingly.
• Reviews the room allocation and requirements of all VIP guests prior to arrival.
• Meets and greets VIP guests and escorts as required.
• Makes a courtesy calls to long stay / VIP guests in-house.
• Keeps department heads informed of all relevant issues through direct communication and the daily Duty Managers Log.
• Acts on behalf of the AFOM and FOM in their absence.
• Acts and provides assistance to the Night Manager as required.
• Investigates and responds to all received written guest complaints as directed by the Executive Office / FOM
• Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
• Assists in VIP’s arrival departure in absence of guest relation officers.
• Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.

• Ensure that the Front Office Staff are on duty, as well as the rest of the Department is running the smooth operation.
• Review the Rooms Availability and to be familiar with the Expected VIP Arrivals or any other Likely Irregular situation to occur.
• Ensure that the Lighting levels through the Hotel are appropriate in view of Power conservation and Management Policy.
• Ensure the Security Staff are on duty as scheduled.
• Ensure that all access to the Hotel Are secured as required in the Hotel Policy.
• Make Regular Random Patrols through the Hotel including Guest Corridors and back of the House, and Hotel Outlets to insure the Good Security and orderliness.
• Completely Involved in any problem occur During the Night Hours, or any Guest Complaint, and to report the Problems and action done to the Front Office Manager to be discussed next Morning.
• Make spot Check on Night Cleaning Staff to ensure their Productivity, and to check the Standard Required.
• Make Frequent Visits to the Restaurants and Bars to ensure service levels and those problems are dealt with promptly.
• Ensure that all Hotel Stores are locked.
• Ensure the Night Staff services are Done efficiently, and up to the Standard of the Hotel Policy.
• Keep Close to the Front Desk for giving any needed advice and supervision during the Night Hours.
• Supervise and Follow up the Night Run and make sure of the accurate bucket Check of all the In House Rooms.
• Ensure that the Wake up Calls done efficiently, and as per the Required Standard.
• Be aware of the early arrivals and departures, especially for Groups, and to supervise the Front Desk and Bell Staff preparation, Luggage Down, Air Port Pick Up, Breakfast Box, and Wake up Calls…. etc.
• With the Engineering on Duty, check Hotel Refrigerators, Boiler room and Power station.
• Inspect staff cafeteria cleanliness and that Night Meal is served during the allowed Time in a smooth atmosphere.

Consistently offers professional, engaging and friendly service
• Consistently offer professional, friendly and engaging service
• Register Guests and assign rooms
• Accommodate special requests whenever possible
• Assist in preregistration and allocation of rooms
• Thoroughly understand and adheres to proper credit, and cash handling policies and procedures
• Understand room status and room status tracking
• Know room locations, types of rooms available, and room rates
• Use suggestive selling techniques to sell rooms and to promote other services of the hotel
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, special requests and day use rooms
• Possess a working knowledge of the reservations department
• Know how to use front office equipment
• Process Guest check-outs
• Handle cash, and balance cash at the end of the shift
• Develop a strong knowledge of the hotel’s facilities and services and of the surrounding community
• Provide exceptional concierge information to our Guests about local and area attractions, restaurants, theatres, special events, tickets, confirmation and other available services
• Arrange secretarial and other office services if requested by Guest
• Coordinate Guest’s requests for special services with the appropriate department
• Communicate strongly and effectively with all other departments, highlight Front Office requirements to ensure proper level of service to our Guests
• Handle Guest complaints and solves problems to the degree possible
• Manage the Hotel Guest history systems and ensure Guest information is updated
• Use proper telephone etiquette
• Use proper mail, package, and message handling procedures
• Establish and maintain communication with all Front Office staff on a daily basis
• Be a constant presence in Front Desk, ensure that all Guests are greeted in a courteous manner and are made to feel welcomed at all times
• Maintain the cleanliness and report deficiencies in the department and knowledge of all safety and emergency procedures
• Report any unusual occurrences or requests to the manager or assistant manager
• Train new Colleagues and supervise Front Office Colleagues on daily duties
• Participate in the orientation, meeting, and training process of all Colleagues assigned to Front Office
• Understand that business demands sometimes make it necessary to move Colleagues from their accustomed shifts to other shifts

• Check on daily basis the arrival list and the departure and making the allocations according to guest preferences.
• Handle any guest complaint with smart way and making sure that the guest is fully satisfied
• Check and revise all guest’s bills and following with the other departments the necessary documentations to make the billing instructions Clair and easy.
• Handling any telephone calls during the shift and follow up the guest requests.
• Having very good experience in groups check in and checkout.
• Lead and guide my colleagues during the shift and explain to them when it is necessary to avoid any mistakes.
• Reporting to FOM or my DM by the end of the shift or during the shift and make full hand over for and from the next and previous shift.
• Direct the First Nations Members and the general public to the appropriate staff member.
• Pick up and deliver the mail.
• Open and date stamp all general correspondence.
• Maintain the general filing system and file all correspondence.
• Assist in the planning and preparation of meetings, conferences and conference telephone calls.
• Handle day- to-day operation of hospitality to ensure high standard of service and guest care at all times as directed by Assistant Manger.
• Help Guest Services Executives with the lounges’ duties.
• Allocate rooms/suites for all arrivals.
• Ensure smooth check-in of all arriving guests.
• Ensure that all arriving guests are escorted to their respective room or suite.
• Handle any guests’ complaints according to Hotel complaint handling standards.
• Assist Guest Services Executive with any group arrivals and departures
• Host and supervise the daily F&B operations within the allocated lounge.
• Ensure check-lists are carried out as required.
• Ensure performance of colleagues is managed as per company guidelines.
• Promote teamwork and co-operation on a continuous basis
• Maintain open line of communication and co-ordination with related departments to ensure guests’ requests and complaints are handled effectively and efficiently.
• Identify and anticipate guests’ needs and requirements and to be a continual source of information, help and assistance.
• Adhere to Hotel’s health and safety policies, in particular the Hotel Food Hygiene standards.
• Attend and conduct briefings and meetings.
• Maintain knowledge of all menu items and service procedures in the lounges.
• Conduct on-jobs trainings for all colleagues in the department
• Respond to internal/external e-mails
• Ensure the logbook is constantly kept up to date with new information
• Ensure clear Standard Operating Procedures are developed, communicated, updated and implemented to ensure compliance..
• Ensure that service is smooth and efficient.
• Carry out continual checks of guest satisfaction.
• Check daily requisition and expiry dates of lounge items.
• Ensure proper colleagues grooming and attendance is adhered.
• Ensure all operating stock is well maintained.
• Assure the upkeep and cleanliness of the Reception and the pantry at all times
• Perform other duties and responsibilities as assigned by the Senior Management.
• Ensure all inventories are done on time.

• Sending & receiving faxes.
• Answering the phone gently according to the hotel standard.
• Supplying the guests with all their needs with accurate harmony with other departments.
• Sending the daily instant service report.
• Sending the monthly defects report.
• Sending the outgoing calls reports to maintain the financial returns.
• Answer all incoming calls and handle caller’s inquiries whenever possible.
• Re-direct calls as appropriate and take adequate messages when required.
• Greet, assist and/or direct students, visitors and the general public.