Asst. Front office manager
Emirates grand hotel
مجموع سنوات الخبرة :15 years, 1 أشهر
Elicit guest feedback and preferences, regarding hotel services and ensure action is
Initiated on the same to maximize guest satisfaction.
• Actively listen and resolve guests’ complaints.
• Oversee and coordinate all arrivals and departures of special guests (VIPs).
• Analyze customer feedback and provide strategic direction to continuously improve overall rating.
• Expect and react promptly to guests’ requirements and inquires
• Ensure special handling of repeats guest and very VIP guest.
• Review room blocking for Long Stay. Suites and special group request.
• Develops high quality relationships with guests throughout their stay.
• Promote all amenities, conveniences and programs offered.
• Responsible for the month end report and Sharjah tourism monthly statistics report.
• Handling day to day front office operation.
• In the absence of reservation manager handling & reviewing all the booking enquires.
• Representing the front office department in the colleague orientation program.
• Departmental trainer.
• Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events and any allied information.
• Organize and implement all special needs, special preferences and amenity distribution in accordance to the department standards.
• Ensuring the arrival guest to be escorted to their respective rooms and make introduction &
proper explanation of the hotel facilities, guest rooms & fire exits.
• Training new colleagues about SOP & Front office orientation.
• Handling weekly duty schedule of all Front office department.
• Handling group arrival, doing the night audit, handling city ledger for the group. Relieving night manager in his absence, handling the entire front office operation.
• Supervising front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed.
• Ensuring that front desk operations runs smoothly in a professional manner at all times.
• Performing all front desk related responsibilities and duties when assigned or required.
• Assuming leadership in the absence of front desk manager.
• Responsible to Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.
• To ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
• Supervising the smooth check-in and check-out of all guests, and proper handling of all guest accounts.
• All arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
• Making sure that all concerned departments are informed in regards of room moves, no- shows, early arrivals, special requests, repeat guests or other guest preferences.
• Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments.
• Running the night operations for the hotel, ensure proper closing of the day and delivery of the reports.
• Identifying and resolving guest’s problems efficiently and resolve to the guest satisfaction.
• Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts.
• To Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float
Armed Forces Officer Club & Hotel, AUH 5*Deluxe Hotel 589 rooms, incl. 64 Suites
Sr. Club Floor Receptionist, Front Office April 2012 - present
Duties: • To ensure all standards of performance are carried out consistently throughout the Front Desk Department.
• To manage, develop and coach the Front Desk team, ensuring appraisals and performance reviews are completed on time.
• To be fully conversant with PMS System functionality and reports pertaining to Front Desk, Reservations and Sales.
• To ensure standard checklists are in operation and adhered to in reception.
• To be fully conversant with all functions of Armed Forces Officer Club & Hotel and to ensure that information is regularly reviewed and updated.
• To UPSELL hotel facilities.
• To ensure the Hotel Policy on guaranteed reservations, cancellations, complimentary rooms and no shows is correctly implemented.
• To control the hotel's room inventory in order to maximize revenue and occupancy on a daily basis.
• To ensure all Hotel Packages and Promotions are set up accurately for tracking purposes.
• To clearly communicate daily selling strategy to front desk team and reservations colleagues.
• To monitor production reports and offer feedback to management on key accounts.
• To conduct training of all new starters.
• To ensure effective communications throughout the department with regular departmental meetings, updates on notice boards etc.
• To ensure the Front Desk department is fully aware of all activities facilities and services available in the hotel and are kept informed of price changes.
• To ensure all employees are fully conversant with AFOC loyalty programs.
• To ensure all employees are kept up to date with special promotions, rates that are set up within the Sales Department.
• To advise all departments immediately if occupancy drops/picks up substantially for a period that was unexpected so they may plan their operations.
One & Only Royal Mirage, Dubai Luxury 5*Resort 450 rooms incl. 65 Suites
Receptionist, Front Office August 2010 - March 2012
Duties: • Maintaining and handling of cash float
• Use PMS cashiering for all transactions
• Prepare registration cards for the next day's arrivals
• Arrange 'Meet & Greet' service with the drivers
• If 'Meet & Greet' service is to carried out, report to the drivers desk with the registration card and welcome pack for the arriving guest
• Accompany driver from the hotel in the hotel car to the airport (if required)
• Escort the guest directly to the room/suite after proceeding with the check-in formalities
• Check arrivals for the day, checking if rooms are ready and ensuring housekeeping is informed
• Check departures for the day, update departure times
• Conduct check-in and check-out on the Opera system with accordance to procedure
• Coordinate room changes and advise Housekeeping / Concierge / Room Service / Switchboard departments accordingly
• Promptly and accurately file the updated registration cards of arrived guests, once checked by the reception
• Comply with Guest Services Standard Operating Procedures
Total Recall Technologies, India Pvt Ltd, Goa BPO Sector Service Industry Customer Service Executive October 2008 - July 2010
• Worked as a Customer Service Executive.
• Handling Guest Requests and Complaints.
Wipro BPO, Mumbai, India BPO Sector Service Industry
Customer Service Agent March 2008 - September 2008
• Worked as a Customer Service Agent.
• Handling Guest Requests.
Bambolim Beach Resort, Goa, India 4* Luxury Resort 122 rooms with the Suites
Guest Relations Executive cum Receptionist January 2007 - February 2008
• I have completed this training in order to be introduced to high standards.
• Handling Check ins & Check outs
• Handling Billing of guest
• Preparing reports (Arrival, Departure, cashiering)
• Arranging Sightseeing for in-house guest.
• Handled guest complaints & request
• Arranging vehicles for pick up & drop.
• Handling VIP Guests.
• 6 months Industrial Training at the Bambolim Beach Resort, Goa, India from June 2006 to December 2006.
2004-2006 Mushtifund Institute of Hotel Mngt. & Catering Technology, Goa, India Diploma in Hotel Management & Catering Technology
2004 Goa Board / Government Hr. Secondary School, Goa, India 10+2 (Intermediate)
2003 Goa Board / Progress High School, Goa, India 10 (High School)