Guest Services Manager
Emirates Grand Hotel
Total years of experience :13 years, 7 Months
1. Plan and organize all activities for the day, week and the month
2. Checking Arrival, Departure and Guest In-house Report.
3. Checking Flash Report.
4. Checking Credit Limit Report and Rate Variance Report.
5. Review Duty Manager Log.
6. Daily Handover from Night Manager.
7. Attend Departmental Briefings and highlight important points.
8. Greet, Meet and welcome VIP guests.
9. Attend Daily Operations Meetings and highlight important points.
10. Check VIP Guest arrival rooms and suites.
11. Check Paymasters and Long stay guest accounts.
12. Conduct VVIP guest show rounds.
13. Up sell Forecast and drive the team to achieve the result.
14. Leaders Club forecast and drive the team to achieve the result.
15. Prepare and attend weekly Revenue meetings.
16. Prepare and attend Monthly Credit meetings.
17. Prepare and attend weekly One to One meeting with Director of Operations.
18. Handle Guest complaints once elevated from Duty Managers.
19. Conduct selected departmental trainings.
20. Prepare and Attend Monthly P&L meetings with Finance and Executive Office.
21. Check and Monitor P&L variances and establish and fix the reasons for variance.
22. Conduct regular Front Office meetings to highlight and improve various service areas.
23. Handle internal and external calls coming in for FOM.
24. Resolve Conflicts/Problems involving guests and colleagues.
25. Develop/update Standard Operating Procedures for Front Office department.
26. Develop/update Job descriptions for Font Office.
27. Develop/update Job task check list, Training manuals for Font Office.
28. Prepare Annual Budget and Capex for Front Office.
29. Oversee and assist the Front Desk during heavy Check in and Check out.
30. Implement appropriate scheduling and roster management corresponding to expected business volume.
31. Approve credit card and cash refunds.
32. Approve rebates and adjustments.
33. Departmental Induction, Orientation and Trainings.
34. Evaluating performance of Departmental Managers.
35. Coordinating VIP groups and taking care of their arrangements.
36. Resolving Housekeeping discrepancies.
37. Recruitment and Selection of all vacant approved positions in Front Office.
38. Coach and Mentor all the Front Office team.
39. Succession planning for all Front Office team.
40. Maximization of Revenue streams in Front Office.
41. Making reservations.
42. Oversee the Accounting Compliance of Front Office.
43. Set Performance target for the colleagues and monitor performances.
44. Effectively Coaching/Counseling colleagues who require disciplinary action when rules/standards are violated.
45. Handle emergency situations, which also involve to handle Engineering and Security Department
46. Organize and participate in company initiated associate activities.
47. Greet and welcome guests
1. Ensures to provide prompt, courteous and efficient service to all guests, so as to achieve a high
Level of customer satisfaction through personalized service from arrival till departure
2. Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
3. Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction
4. Responsible for an efficient, clean, safe and hygienic upholding of all front office areas
5. Maintains a high level of Front Desk Agents & Team Leader Front Desk welfare and employee satisfaction
6. Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
7. Actively involved in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel/company partners
8. Leads and coaches the team towards achieving the highest levels of exceptional guest service and colleagues satisfaction results, through the application of all corporate and property standards and policies
9. Ensures that all accounting auditing practices are in line with company practices, governmental requirements and checks audits and registration cards before sending them to accounts
10. Focuses on a strong follow up and extra attention to the Police requirements in sending guest information as per provided standards, assuring no fines are received
11. Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk.
12. Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of sections employees.
13. Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy
1. Ensures to provide prompt, courteous and efficient service to all guests, so as to achieve a high
Level of customer satisfaction through personalized service from arrival till departure
2. Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
3. Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction
4. Responsible for an efficient, clean, safe and hygienic upholding of all front office areas
5. Maintains a high level of Front Desk Agents & Team Leader Front Desk welfare and employee satisfaction
6. Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
7. Actively involved in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel/company partners
8. Leads and coaches the team towards achieving the highest levels of exceptional guest service and colleagues satisfaction results, through the application of all corporate and property standards and policies
9. Ensures that all accounting auditing practices are in line with company practices, governmental requirements and checks audits and registration cards before sending them to accounts
10. Focuses on a strong follow up and extra attention to the Police requirements in sending guest information as per provided standards, assuring no fines are received
11. Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk.
12. Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of sections employees.
13. Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy
Manager Operational Fanasya Tours and Travel Jakarta Indonesia April 01 until July 8 2008
1. Ensures to provide prompt, courteous and efficient service to all guests, so as to achieve a high
Level of customer satisfaction through personalized service from arrival till departure
2. Maintains an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information
3. Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction
4. Responsible for an efficient, clean, safe and hygienic upholding of all front office areas
5. Maintains a high level of Front Desk Agents & Team Leader Front Desk welfare and employee satisfaction
6. Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
7. Actively involved in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel/company partners
8. Leads and coaches the team towards achieving the highest levels of exceptional guest service and colleagues satisfaction results, through the application of all corporate and property standards and policies
9. Ensures that all accounting auditing practices are in line with company practices, governmental requirements and checks audits and registration cards before sending them to accounts
10. Focuses on a strong follow up and extra attention to the Police requirements in sending guest information as per provided standards, assuring no fines are received
11. Inspects frequently for cleanliness and orderliness of the Lobby reception and Cashier’s desk.
12. Maintains appropriate standards of conduct, dress, hygiene, uniform appearance and posture of sections employees.
13. Routinely checks billing instructions and guest credit for accuracy and compliance with hotel credit policy
As Starwood Preferred Guest Coordinator (Guest Recognition and Membership) in Sheraton Mustika Yogyakarta Resort and Spa for 8 months 2005-2006
Front Office Supervisor in Sheraton Deira Hotel from February 13 2006 until March 31 2008
Job Description-
-Working in reception, doing smooth check in and check out of guests.
-Doing all cashier jobs of the reception.
-Dealing with guest complaints, resolving them making sure that guest have a wow experience in the hotel.
-Doing all financial audits and printing reports of closing shifts.
-Working in a customer focus environment. Anticipating guest needs, building relationships with internal and external guests, adapting to customer needs, taking responsibility to action the guest needs, also seeking guest feed back.
-Working in the club lounge of hotel, providing express and VIP check in and check out.
-Updating database of guests.
-Providing concierge services reservations for restaurant, cashiering and secretarial services for club Rotana guests.
-Monitoring usage and condition of lounge and briefing the service staff of any VIP guests, working on Guest recognizing system and updating that.
-Promoting hotels image and attracting more guests.
-Promoting hotels Loyalty programs, Up selling rooms, making reservations.
-Handling Phones and delivering wow moments to guest.
-Solving guest problems and query
Job Description-
-Working in reception, doing smooth check in and check out of guests.
-Doing all cashier jobs of the reception.
-Dealing with guest complaints, resolving them making sure that guest have a wow experience in the hotel.
-Doing all financial audits and printing reports of closing shifts.
-Working in a customer focus environment. Anticipating guest needs, building relationships with internal and external guests, adapting to customer needs, taking responsibility to action the guest needs, also seeking guest feed back.
-Working in the club lounge of hotel, providing express and VIP check in and check out.
-Updating database of guests.
-Providing concierge services reservations for restaurant, cashiering and secretarial services for club Rotana guests.
-Monitoring usage and condition of lounge and briefing the service staff of any VIP guests, working on Guest recognizing system and updating that.
-Promoting hotels image and attracting more guests.
-Promoting hotels Loyalty programs, Up selling rooms, making reservations.
-Handling Phones and delivering wow moments to guest.
-Solving guest problems and query
Study Program: Japanese Language Department: Japanese Language for Tourism Status: Degree of Directorate General of Higher Education no.2711/D/T/2004 Academic Title: Ahli Madya (A.Md) Higher Diploma, Education Certificate are attested by Ministry of External Affairs of United Arab Emirates in Jakarta Indonesia approved by Embassy of the United Arab Emirates in Jakarta Indonesia