Night shift leader (Acting as a Night Manager)
Samaya Hotel
مجموع سنوات الخبرة :8 years, 5 أشهر
Main Responsibilities
• Plan and supervise the day to day operations of the Reception section which are related to the arrival and departure of guests, including the room sales, the room assignments of VIPs, Groups and Crews and room registrations.
• Coordinates and monitors the work of direct subordinates and verifies that all receptionists are well groomed in order to ensure clients’ satisfaction and adherence to service standards.
• 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 complaints received from all guests. Follow up when necessary.
• Liaise and coordinate with various departments to ensure all information on guests are accurate such as rate, room type, billing, guest requests and oversee that guests’ specific requirements are addressed in an efficient manner.
• Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to our guests.
• Supervise all cashier work of subordinates.
• At the end of shift, do handover reporting guest complaints, unusual situations and incidents that need follow up, to ensure efficiency in the operation among other duties assigned to me by my superior.
As a Team Leader - Front Desk I am responsible to provide professional and customer focused service to our guests, ensuring that their stay will become a memorable experience and my role will include key responsibilities such as:
•Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
•Maintain effective communication with all related departments to ensure smooth service delivery.
•Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels.
•Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Services.
•Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner.
•Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries.
•Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy.
•Ensure all guest registrations are completed and correspond with Opera PMS Guest information skills.
B.S.C of high institute of hotels- (E.G.O.T.H) Alexandria-Egypt. Specialized in (Hotel Management)