Cluster Reservation/Administration Advisor
Emaar hospitality Group
Total years of experience :13 years, 11 Months
Handling reservations for 30 restaurants including all the Address hotels as well as the Armani hotel in Burj Khalifa, Vida & Al Manzil Downtown Hotels, and The Palace Downtown Hotel.
Making reservations by mail, telephone, central reservation systems referral.
Making reservations from the sales office, other hotel departments, and travel agents.
Knowing the type of restaurants available as well as their location and layout.
In charge of all travel agency bookings; ensuring rates are correct according to the contracts
Preparing the ten day confirmed and unconfirmed travel agency forecast using Microsoft excel
Handling customer complaints and resolving issues which arise within the organization
Answer a high volume of calls and emails; maintain a rapid response rate according to agreed standards and always in a courteous manner
Accept, amend and cancel reservations as required for all restaurants within the F&B Central Reservations portfolio and ensure effective communication and transfer of information and requests between restaurants and guests within agreed service level timescale.
Establish and maintain effective working relationships with co-workers and supervisors
Assisting each restaurant to achieve its revenue targets by making the most efficient use of tables and demand to the customer
Assisting Guests who encounter problem in obtain booking or operating self-service equipment’s.
Walking around with clients ensuring that they secure whatever service they are in need of.
Getting information about areas of interest in order to target more clients in particular seasons.
Makes a courtesy call to in-house guests
Inspects guest rooms daily, and ensures that all in-house guests receive their daily amenities as per set standards
Prepares Welcome letters/amenities to all guests
Handles guest requests and complaints in a polite and efficient manner, gives further instructions to the relevant staff if needed to ensure customer satisfaction and maintains a record of all requests received from all guests
Looks out for daily birthdays of in-house guests and ensures the delivery of birthday cards and cakes to their rooms
Updates guest history profile
Analyzes guests’ comments and complaints and produces weekly reports
Keeps a logbook with all VIP arrivals and requests
Ensures that rooms are assigned according to the reservation & as per guest’s requests
Ensures that the previous day’s cancellations or no-show courtesies are removed from rooms
•Setting up the meeting rooms as per BEO
•Designing of signage’s as per BEO
•Reporting daily Event reports in Opera system
•Providing internet connections through Hotspot Manager System.
•Updating database regularly
•Assist for Banquette, and other F&B requirements
•Telemarketing
•Tracking of spent guests and get in touch with customer, who have not been customers for some time.
•Creating and mailing fliers
• Comprehensive and in-depth understanding of all aspects of HR • Understanding of how HR fits into an organization’s strategic objectives and how the use of HR data can improve business performance • Description of the different roles that HR has to carry out to enable the smooth-running of the organization • Knowledge on UAE Labor Law • Assessing the features of an effective Recruitment strategy • Create a Learning, Training and Development (LTD) culture in the company • Examinig the HR performance management tools • Understanding on Payroll activities • Developing research skills, link theoretical concepts to practice and become adept at working across a range of management disciplines
Public Relation is Using the news or business press to carry positive stories about your company or your products; cultivating a good relationship with local press representatives To coordinate and to ensure the smooth running of main events/programmes organised by the university. To build a distinctive image through organized events and media coverage. To conceptualise, plan and implements functions to publicise academic programmes and facilities in UiTM. To assist other department in UiTM upon their request to edit speeches, write ups before disseminating to the public. To maintain good rapport with members of the press. To publicise official functions through press releases. To coordinate visits from schools, universities and the public.
