Assistant Guest Service Manager
Hotel Westin Mount Laurel
Total years of experience :8 years, 1 Months
Maintaining the GEI score as per the Starwood hotels standards.
•Assigning various task to the associates and team leaders and getting the assignments completed on time.
•Preparing the various reports like Statistical report, Occupancy analysis report, VIP report, Budget report etc.
•Blocking VIP arrivals reservation and also bulk group bookings.
• Have regular meetings with the front desk staffs and also discuss with them the possibility to increase the GEI.
•Co-coordinating with the sales and marketing team to increase productivity.
•Proper appraisals of the staffs from time to time
•Regular pre shifts with the team so that everyone stays on the same page in case of busy check-ins and check-outs
Lead the front desk team in achieving daily tasks as per guest satisfaction
•Emphasizing on guest feedback and comments and improvising accordingly
•Follow the SOP’s as per the company standards
•Preparing Duty Roasters of the staffs and allotting rotation shifts and proper staffing
•Coordinating with the Front Desk Manager and the Housekeeping Manager and taking care of the rooms availability and also analyzing as to work standards if there is a lay over and in case of over selling of hotel rooms
•Coordinating with the staffs and helping them in case of a pressure situation
Lead the front desk team in achieving daily tasks as per the standards of the Hotel.
•Assigning various task to the associates and team leaders and getting the assignments completed on time
•Emphasizing on guest feedbacks and comments and improvising accordingly.
•Co-ordinating with the staffs to increase the GEI scores and maintaining them to 8 as per the standards.
•Have regular meetings with the front desk staffs to make sure they are going ok or if they are facing any problems.
•Prepare monthly Budget reports with the help of sales and marketing team.
•Proper appraisals of the staffs from time to time
•Monthly recognition of the staffs.
•Prepare the daily reports like occupancy statistics report, Revenue report, Guest ledger report, VIP reports etc
•Lead the front desk team to achieve best GSI scores within Sheraton Hotels & Resorts 2009
•Lead the front desk team with most number of Starwood Preferred Member enrollments 2009
•Lead the front desk team with highest number of up sells at the front desk in 2009
•Provided support to Front Desk Manager in preparing for Group arrivals/ departures
•Provided support to Rooms Controller in daily house set up and ongoing monitoring
•Provided support to Guest Service Help Desk in handling internal and external calls
•Provided support to Front Office Leadership in handling Sports Team business
•Nominated and recognized as associate of the month twice in 2009
Handled small conference bookings via email, fax or personally
•Prepared daily reports and portfolios for Hotel leadership review
•Recognized as Employee of the Month, June, 2007
•Worked as standing EDP manager in absence of EDP personal and managed overall business center operations including terminal and access management
•Monitored repeat guest experience and maintained guest history records
Learnt different service techniques and the type of service during the course of the day
•Interacted with different guests from different regions and got to know their eating preference
•Improved my culinary knowledge by recollecting the practicals done during the course of my academic year
•Very importantly learnt to be punctual in life and discipline as far as work is concerned and improved my overall personality
•Performed all guest accounting functions according to established hotel procedure to ensure all guests and house accounts were complete and accurate
•Improve communication skills while interacting with guests
•Performed all guest accounting functions according to established hotel procedure to ensure all guests and house accounts were complete and accurate
•Used sales techniques to up-sell and increase occupancy as well as rate value.
•Training with the front desk supervisor in regards to check-in and check-outs
•Training to use proper telephone etiquettes and phrases.