Reservation Supervisor
Saadiyat Rotana Resort & Villas
Total years of experience :14 years, 8 Months
Perform Reservations Quality Control Check on reservations received yesterday.
Action all incoming emails and faxes (booking, inquiry, offer) and follow up if required.
Follow up and action yesterday’s late cancellation.
Responsible to train the new team member for all new commerce.
Make sure all inquiry is attended at all times as per the guest request, groups and individual (email or telephone)
Recognition
L.I.F.E. Card Awardee - Marketing Department
Attends and handles all incoming and outgoing room reservation requests, as per the standards and procedures
Attracts guests to enhance their loyalty, providing a distinctive service through communication and sales skills, in
order to increase revenue
Recognition
Nominated as Ambassador of the Month (“Heart of the House”)
Trains all front office personnel and schedules the front office staff
Supervises workload during shifts
Monitor high balance guest and take appropriate action
Ensure that employees are attentive, friendly, helpful and courteous to all guests, managers & other employees
Resolve issues & complaints in a quick and efficient manner to maintain a high level of customer satisfaction &
quality service
Recognition
Promoted from Senior Receptionist to Front Team Leader (January 2014)
Supervise daily shift process ensuring all team members adhere to standard operating procedures
Courteously and accurately answers inquiries from potential guests and accepts hotel reservations
Takes responsibility in the absence of the Duty Manager or Front Office Manager
Supervise the operations of the front desk to ensure an optimal level of service & hospitality is provided to the guests
Build strong relationships and liaise with all other departments especially Housekeeping, Reservations and Accounts
Recognition
Promoted from Front Office Agent to Front Office Supervisor (August 2012)
Other Experiences
Worked as PRO reliever from February until July 2011
Worked as Reservations Agent reliever from February until March 2012, and January until February
2013
Attending the guests from arrival through departure and providing personal attention and overall exemplary service
Handling of guest’s golf equipment and belongings
Staging golf carts, care and upkeep; practice ball distribution, collection
Assigned as a starter, player’s assistant and bag drop attendant
Trainings Attended
Personal Skills Development Program (May 3-June 14, 2010)
Communications Skills Training Program (March 31, 2010)
Health & Safety Standards Training Program (October 1-November 1, 2009)
Hygiene & Grooming Standards Training Program (October 1-November 1, 2009)
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