Guest Services Manager
rotana
Total years of experience :17 years, 6 Months
• Maintains effective communication with all other departments to ensure smooth service delivery and assures that all issues related to them are taken care of
Maintains a favorable working relationship with all other hotel employees to foster and promote a cooperative and harmonious working climate
Coaches and mentors employees to create an environment that allows employees to achieve job fulfillment and provides a path for career development. Develops strong teams through active involvement in the operations and through training and support of a continually evolving team.
Conducts performance appraisals, mid terms, probations and coaching of staff members as required, per Rotana standards
Strong focus on development and implementation of departmental goals and projects in the areas of occupancy and yield management, guest service and standards, health and safety, employee engagement.
Ensures all new procedures and policies are communicated and implemented effectively within the department.
Co-ordinates and participates in a section monthly training program.
Promotes efficiency, confidence, courtesy and an extremely high standard of social skills
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Conduct pre-shift meetings/line ups with staff and review all information pertinent to the days business and follow up, to communicate and facilitate smooth operation
Conducts regular team communication meetings on a monthly or more frequent basis to discuss and review operations
Practices the guiding principles ( SOP’s / Policies & Procedures) in day to day interaction and actively encourages staff to practice the same
Responsible to take ownership for personal development and to practise regular self assessment on own performance for career growth
Conducts or assists in skills training/refreshers for Front Office team and assist in any task outlined/detailed by him/her
• Assist and support management and the leadership team with handling and resolving Human Resources issues.
• Assist employees with internal and external transfer requests and procedures.
• Monitor and assist managers/supervisors with hiring processes and issues.
• Coordinate and conduct applicant drug screens, reference checks, background checks, motor vehicle checks, and social security number verification. Maintain applicant flow, drug screen, orientation and transfer request logs.
• Create and maintain new hire and personnel files and enter them into Human Resources Information Systems.
• Assist with orientation of new employees.
• Monitor all hiring and recruitment processes for compliance with all local, state, and federal laws and company policies and standards. Ensure accurate maintenance of all employee records and files (e. g., interview documents, I-9's)
• . Create and maintain filing systems. Generate Human Resources data reports as necessary Answer phone calls and record messages
• Create and type office correspondence using computer. Serve as Human Resources subject matter expert and participate on project teams.
• Train new hires on Human Resources processes, programs, policies, information systems, etc.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional;
• Maintain confidentiality of proprietary information.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely;
• Develop and maintain positive working relationships with others; support team to reach common goals
• listen and respond appropriately to the concerns of other employees.
• Perform other reasonable job duties as requested by Supervisors
• Operator instant service center handling all incoming calls and QMS orders among with the fire alarms and evacuation system
• Business center agent, handling all related matters to the business center from celling promotional packages and revenue management to office work
• Got a full training course in the reservation department and passed it with excellence
• Full trained on the club floor section, front disk and guest relations
• I have coordinated in the following projects
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for Quds Paint Company - Jordan
• Microsoft Dynamic Ax 2009 & Handheld Integration for Quds Paint Company - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance implementation for Arabian Steel Pipes (ASP) - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance implementation for Jordan Light Vehicle Manufacturing - Jordan
• Microsoft SharePoint 2010 implementation for Jordan Light Vehicle (JLVM) - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for International Ceramic Industry Company - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for Killani Medical - Jordan
• Microsoft Dynamic Ax 2009 CRM, Trade & Logistics Implementation for Climbat company - Jordan
• Microsoft CRM implementation with integration between CRM and BCM - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for Pioneers Pharma Company - Iraq
• Microsoft Dynamic Ax 2009 Trade, logistics, Master Planning, Project Management & Finance Implementation for George Abu Zaid Company - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for Jordan Manufacturing Service Solution Company (JMSS) - Jordan
• Microsoft Dynamic Ax 2009 SCM & Finance Implementation for National Integrated Industries Complex (NIIC) - Jordan
• SharePoint Implementation for Anitmena Company - Jordan
• My job responsibilities were as follow :
• coordinating project materials and research, generating schedules and reports
• managing and arranging meetings, and updating project information and scheduling.
• organizing project files, assisting with handing specific tasks to team members
• handling scheduling for project material, maintaining direct contact with the client list
• updating project plans
• answering journalists' enquiries;
• writing press releases
• liaising with the press and broadcast media on an everyday basis via telephone, email and networking;
• monitoring press and broadcast coverage;
• arranging press conferences, news briefings, media interviews, visits and public events;
• attending committee meetings and debates;
• keeping up to date with current issues and public opinions;
• managing the press and media in a potential crisis situation
• handling TV rotations
• providing all necessary logistics and support reports and journalists needs
•I volunteered to work at the Institute in Public Relations. The work was very exciting and gave me an opportunity to work with various levels at different scopes, from professors, administrators to government officials