Customer Service Manager
Realestate
مجموع سنوات الخبرة :8 years, 5 أشهر
Managing and Selling.
To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Be responsible of establishing and maintaining professional relationship with hotel guests and patrons.
DUTIES RESPONSIBILLTIES:
1. Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction.
2. Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liase on all groups and FIT movements.
3. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management.
4. Ensure that budget and cost effectiveness at the Front Desk is achieved.
5. Work with Housekeeping and Engineering on daily operations regards to guestroom status.
-Supervise front office operations as well administration tasks.
-Creating sales opportunities and ensuring brand standards are maintained,
-Providing friendly welcome and high-quality service over the phone and on the guests' arrival to the hotel.
Finding suitable solutions to meet customers’ needs depending on the possibilities available in the hotel.
Carrying out all necessary operations when guests arrive and depart (check-in/ check-out)
Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed.
Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized.
Run manager reports such as downtime reports and credit card authorizations.
Running the night audit and preparation of night reports such as Revenue Report, Competitive, Analysis Report, and Daily Event Report etc., and sending them to department heads.
Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success. This will involve training in both IT systems and guest-service procedures.
Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
Drive the implementation of all sales and promotional programmes of the hotel. Take personal responsibility for driving up selling within the property.
Welcoming guests on arrival
• Dealing with reservations by phone, e-mail, and face-to-face
• checking guests into and out of the hotel, allocating rooms and handing out keys
• preparing bills and taking payments
• taking and passing on messages to guests
• Dealing with special requests from guests (booking theatre tickets or storing valuables)
• answering questions about facilities in the hotel and the surrounding area
• Dealing with complaints or problems
Welcoming all guests, and assists with any needs throughout their stay.
Handling the wakeup calls and Receiving the calls and transfer it to the right person
01/10/2011 Designation: Front office supervisor. Description: Time Hospitality is the commercial name of Time Hotels Management Company, a registered LLC with its headquarters in Dubai, United Arab Emirates. Combining the talents of highly experienced individuals, Time's team is a multicultural one which brings together industry experience from many parts of the world. ➢ Started as a pre opening team member and carried out the jobs assigned in every department. ➢ Supervise the Front Office operation as well as administration tasks. ➢ Creating sales opportunities and ensuring brand standards are consistently maintained. ➢ Providing a friendly welcome and high-quality service over the phone and on the guests arrival to the hotel. ➢ Finding suitable solutions to meet customers' needs depending on the possibilities available in the hotel. ➢ Manage invoicing payments and cash operations during the day shift. ➢ Carrying out all necessary operations when guests arrive and depart (check-in/ check-out) ➢ Respond to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed. ➢ Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized. ➢ Run manager reports such as downtime reports and credit card authorizations. ➢ Running the night audit and preparation of night reports such as Revenue Report, Competitive Analysis Report, and Daily Event Report etc and sending them to department heads. ➢ Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations I have got Departmental Skills Trainer License Certificate 3- Fairmont Hotels and resorts 5* Fairmont Bab El bahr UAE (Abu Dhabi)
20/02 /2012 To manage front of the house operations of the hotel ensuring that the highest standard of service and the best possible guest experience is maintained. Be responsible of establishing and maintaining professional relationship with hotel guests and patrons. DUTIES RESPONSIBILLTIES: 1. Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction. 2. Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liase on all groups and FIT movements. 3. Monitor open and close on day status to maximize room revenue and demonstrate the concept of yield management. 4. Ensure that budget and cost effectiveness at the Front Desk is achieved. 5. Work with Housekeeping and Engineering on daily operations regards to guestroom status. 6. Handle guest complaints and review compliments. 7. Review Front Desk Logbook daily to monitor all activities. 8. Review all VIP room blocking. 9. Supervise and train all Front Desk staff to ensure that the best guest experience is provided. 10. Familiarize with Front Office policies and procedures and special rate & programs. 11. Participate morning briefing, or organize afternoon hand-over briefing daily and disseminate information to Reception team as soon as possible. 12. Greet guests as time permits at lobby and assists Receptionist during busy period. 13. Chair monthly Reception meeting to review performance & discuss existing problems for improvement. 14. Approve duty roster prepared by Chief Receptionist and revise if necessary. 15. Always conduct my job with concern for the environment and its resources. Where practical and possible, REDUCE use of items, RE-USE whenever possible, and RECYCLE those items that can be. Perform all duties, other than the above as requested by the hotel policies 2. Time Hotel, DUBAI, UAE 4*