Front Office Supervisor
Dubai Marriott Hotel Al Jaddaf
Total des années d'expérience :15 years, 8 Mois
Pre Opening Phase: Planning and conducting interviews, creating
Standard Operating Procedures, creating and implementing a
training plan. Leading the signage project, assisting in the snagging
process and being the champion of the Passport to Success training
program.
- Operational Phase:
* Leading the Front Office Team, responsible for scheduling, daily
shift handovers, training of all Front Desk associates, associate
job coaching.
* Managing team members compliance to policies, procedures,
regulations and Brand Standards.
* Performing all Front Desk operational tasks
* Conducting PCI (Payment Card Industry) audits to ensure
compliance according to Marriott International standards.
(Achieved a 100÷ score on PCI Audit as a department of July
2014)
* Handling and following-up on guest complaints.
* Responsible for payroll
* Launching Marriott Rewards Mobility check-in service
252 apartments)
* Leading the Front Office Team, responsible for scheduling, daily
shift handovers, training of all Front Desk associates, associate
job coaching (monthly one-to-ones, midyear reviews and end of
year reviews)
* Managing team members compliance to policies, procedures,
regulations and Brand Standards.
* Performing all Front Desk operational tasks
* Handling and following-up on guest complaints.
* Responsible for payroll
* Responding to Guest Correspondence (i.e. Guest Satisfaction
Survey and Trip Advisor)
* Marriott Rewards Accounts management (crediting of
points/bonuses)
* Sending out pre-arrival e-mails to VIP guests
* Handling the night shift and running the night audit
* Attending problem free stay meetings on a weekly basis
232 apartments)
* Trained in all different areas of the Front Office Department
(Front Desk, At Your Service and Concierge)
* Shadowed and assisted Front Office Supervisors and Managers
with their daily tasks.
i.e. checking-in/out, respond to guest requests)
* Cross trainings in Reservation and Housekeeping department
* Conducting English class once a week
* Conducting Brand Standard Audit in Sister property
* Overseeing daily operations
* Handling guest complaints
* Responsible for cash register and daily closing
* Helping out in daily operations
* Baking pizzas
* Answering the phone, taking pizza orders
* Assisting Customers
2012