managing front office
Savoy hotel
Total years of experience :15 years, 9 Months
2014 - 2016
Savoy Group Hotels
Savoy Hotel
Front Office Management
Basic Function
Leading our energetic, adept and buoyant Front Office team to manage its daily operation with focus on enhancing guest experience by executing and driving the Savoy Group brand standards and employee engagement activities.
Understanding the key drivers in guest satisfaction and consistently improving guest experience through service & operational excellence, implementing quality assurance programs, conducting market & competitor analysis, managing costs & productivity, and executing appropriate actions reflecting a strong drive for better results, thus maximizing revenue & profitability.
Skills:
o Lead and manage all aspects of the Front Office department and ensure all Savoy Group service standards are followed
o Participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices.
o Supervise the Front Office team to ensure optimum occupancy and average room rate in order to maximize revenue.
o Handle guest concerns and react quickly, logging and notifying proper areas
o Conduct regularly scheduled departmental meeting
o Manage the departmental budget
o Prepare revenue and occupancy forecasting
o offer professional, friendly and engaging service
o Balance operational, administrative and Colleague needs
o Reviews and completes credit limit report
o Assist guests regarding hotel facilities in an informative and helpful way
o Work in partnership with Reservations, Sales & Housekeeping Departments to ensure guest's needs are anticipated and met.
o Monitor all V.I.P’s special guests and requests, and developing relationship and ensure all guests including repeat guests and VIPs receive appropriate levels of attention and recognition.
o Maintain and promote inter-departmental relationships to ensure a consistently seamless customer experience.
o Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
o Follow department policies, procedures and service standards
o Follow all safety policies
o Assume overall responsibility for maintaining standards in line with Leading Quality Assurance guideline of the Savoy hotel.
Professional experience 01/2010 - present
Savoy Group Hotels
Sharm El Sheikh
Savoy Club loyalty program manager
Basic Function
- Managing and Setup the hotel loyalty program (Savoy Club) and updates and Changes
- Providing a frequent program training & support to Savoy Hotel. Works to strengthen the hotels’ awareness, management and production of the loyalty program, through effective communications and training efforts.
- Periodically preparing Email campaigns and Email communication for Savoy Club members.
- Building a lifetime customer communication strategy, segmentation, for campaign execution
- Maintaining and updating member’s database.
- preparing reports and statistics to identify the needs to increase the number of repeated guest
Skills:
o Work experience with front office management software applications. Hotel property management system knowledge.
o Work experience with FGP - Opera Customer Information System (OCIS), & Fidelio Suite 8 Guest Bonus.
o Excellence verbal and written communication skills. Strong staff motivator.
o Sound analytical and problem solving skills. Creative thinker and goal oriented.
o Focuses on hotel achievement of established transaction, enrollment and award availability goals. Understands hotel contribution to FGP budget. Ensures hotels are provided the support, tools and training required to meet or exceed these goals.
o Maintain a professional and positive attitude. Clearly communicates Savoy Club standards, policies and procedures. Achieves a positive working relationship with in the hotel, information technology, front office operations and marketing personnel.
o Coordinate with the Front Office/ reservation & finance department the process of SAVOY Club point’s redemption to ensure accuracy and high quality of service to the members.
o Maintain a high level of hotel acknowledge as it relates to SAVOY Club. Understand the relationship between property management functions, front office & reservation processes, hotel marketing and our frequent guest program.
o Utilize available statistics to identify hotel training needs. Monitor hotel performance to goals, track hotel statistics pre & post, analyzes training effectiveness.
o Focuses on hotel training, communication and support to achieve FGP budget and operating goals. Provides on site training sessions. Works closely with front office team to achieve established goals. Manages and perform duties associated with smooth and implementation of a variety of hotel frequency marketing program.
PROJECT:
Savoy Group Hotels Loyalty program (Savoy Club)
Definition:
Structured marketing strategies by Savoy Group Hotels to encourage the clients to continue to repeat their visits and use the services of businesses.
Program preparation:
- Set the idea, goals, earn points, rewards, membership levels benefits
- Determine the program needs ( hardware & software, printing materials, work flow, Staffing, work instructions and procedures, communications and training)
- Conducting an Intensive training on Opera and OCIS by Micros Fidelio German team (Oracle) and subsequently configuring the OCIS to adapt to Savoy Club loyalty program structure and needs.
Set up & Managing all aspects and needs of the program:
- Set up program structures, organization, and management
- Configuring OCIS and Set up a CRM database according to program rewards and benefits schemes
- Set the communication methods to reach the program’s members
- Maintain the members email database to be updated
- Staffing, work flow and communication
Hotel management & studies