Rowell Guianan

Manages, develop and deliver training to all staff.
* Coordinate and liaise with different training institution for all Healthcare staff
* Conducts training needs analysis on all departments
* Provide training to ensure that service standards are being followed
* Assist the HR Manager in the hiring and selection process
* Manages the Customer Care Department of the whole hospital
* Handle complaints, provide appropriate solutions and alterative within the time limits and
follow up to ensure timely resolution of complaints.
* Prepare and submit monthly Key Performance indicators report to the Quality improvement
department.
* Liaise with medical staff with regard to provision and implementation of quality patient care.
* Responsible for collecting relevant documentation, record keeping and \[liaising with relevant
parties to ensure, when possible, compete closure/resolution of any complaints.
* Make regular daily rounds of all clinical areas and other Departments in order to assist
patients.

Manages all Cleaning, Reception and Pest Control staff
* Deals and maintains relationship with various clients from different industries (Hotels, hospitals,
schools, buildings, government)
* Conducts training needs analysis on all departments
* Assist the HR Manager in the hiring and selection process
* Acquire new projects for the department

Interacts with guests to obtain feedback on product quality and service levels and effectively
responds and handles guest problems and complaints.
* Directly reporting to the Guest Relations Manager.
* In- charge with the room blockings and special request of all VIP guests.
* Hands-on training for new staff.
* Assist in the Front Office operations
SOMERSET AL FATEH, JUFFAIR - Five-Star Serviced Residence Company under the ASCOTT

In charge of the registration of all arriving guests.
* Mastery of room product in terms of rates, layout and special attributes, breakdown,
configuration, benefits, amenities, etc.
* In charge of the delivery and storage of guests’ luggage, mails and faxes.
* Well-versed in all Front Office cashier handling procedures; proficient on operating HIS Front
Office systems and equipment.
* Providing prompt, courteous and efficient service at all times.
* Well-versed in all Business Center handling procedures; proficient on operating machines and
equipment.
* Up selling whenever possible to maximize occupancy and revenues.
* Ensuring room assignments are correct to guest specifications.
* Handles Night Auditing reports and procedures.
* Handles special projects delegated by the Operations Manager.
* Performed

Taking in-bound calls and assisting for

Facilitate Room Service food delivery during breakfast, lunch and dinner.
* Assist in Banquets operation, in-house and out-house functions.
* Personalized Butler service to VVIP guest.
* Night Audit procedure using the Visual One system.

In charge of the registration of all arriving guests
 Mastery of room product in terms of rates, layout and special attributes, breakdown,
configuration, benefits, amenities, etc.
 In charge of the delivery and storage of guests’ luggage, mails and faxes.
 Well-versed in all Front Office cashier handling procedures; proficient on operating Fidelio Front
Office systems and equipment.
 Providing prompt, courteous and efficient service at all times.
 Well-versed in all Business Center handling procedures; proficient on operating machines and
equipment.
 Up selling whenever possible to maximize occupancy and revenues.
 Ensuring room assignments are correct to guest specifications.
 Handles Night Auditing reports and procedures.
 Handles special projects delegated by the Operations Manager.
Team Coordinator
 Responsible for room allocations to all Housekeeping butlers.
 Assigned to perform express check-out in the room.
Minibar/Pool/Room Service Butler
 Handled the minibar operations of the entire hotel from requisition of stocks to checking and
posting of consumption in the guest respective accounts.
 Handled the pool operations.
 Assigned to Room Service.
Housekeeping Butler
 Handled effectively and efficiently every request of guest.
 Carefully cleaning every room that was assigned and performing tasks that is beyond the
expectations of every guest, every time.