Front Desk Manager
Hilton
Total years of experience :27 years, 5 Months
A
• Responsible for the direction, training and scheduling of the Front Desk team
• Responsible for resolving guest concerns
• Responsible for optimizing and realizing revenue targets
• Responsible for overall operations in the absence of an Executive Manager
• Responsible for driving a team of 26 in Rooms and Food & Beverage operations
• Refreshed the standard operating procedures to reflect adjusted company guidelines
• Planned and successfully process managed sectional objectives supporting the departmental goals
1. Achieved an annual incremental revenue of $107, 000/- on up selling
2. Enrolled an annual total of 1, 400 guests into the company loyalty program - Sirius
3. Successfully managed the migration of operating system Fidelio to Opera
• Budgeted and managed the sectional profit & loss and capital expenditure projects for the year
• Oversee the operation of four receptions and allied areas including concierge, telephones, business centre
• Maximize sales, yield and revenue using yield management and selling strategies and drive KPI’s
• Review P&L and identify and action areas with concern
• Co-ordinate and supervise groups
• Identify and manage overbooked periods
• Process Manage the Customer Satisfaction Index
• Assist in identifying, managing and enforcing Departmental Objectives
• Work in tandem with department heads of Food and Beverage, Housekeeping, Engineering, Security, Sports & Leisure, Finance and other relevant departments
• Maintain visibility, handle VIP’s and delegations, obtain guest feedback and manage guest concerns
• Appraise, develop and recruit colleagues
• Prepare the night clerk report, supervise the night audit procedure, manage discrepancy reports, compile market segmentation reports
• Represent hotel management in the capacity of a night manager and Front Office Manager in his absence during the day
• Conduct quality reviews
• Prepare weekly forecasts and daily figures
• Manage high balances and pending paymasters
Spearheading hotel participation in creation of company wide guest history database
Nominated for a course in Front Office Management and Financial Management at the Emirates Academy of Hospitality Management
• Directly supervise a team of 10 Guest Services Colleagues and coordinate and oversee a team of 20 Food & Beverage colleagues and 20 Housekeeping colleagues
• Manage Front Office operations at the exclusive Beit Al Bahar villas of Jumeirah Beach Hotel
• Create and assess department standard operating procedures
• Train colleagues in Front Office and related trainings for Food & Beverage (Butlers) and Housekeeping
• Appraise and follow through with colleague development plans
• Interview and recruit
• Create and drive section objectives in line with department objectives and periodically communicate progress to colleagues and senior management
• Correspond with guests via email, telephone or fax
• Plan and action special event concepts at Beit Al Bahar for Easter, Christmas, special occasions/events, dinners etc.
• Plan annual department budget including Front Office, Housekeeping & Food & Beverage and maintain statistics since inception in 1999
• Monthly review of P&L statements and follow up action to maintain operating cost and maximize sales
• Plan and coordinate capital expenditure projects. Projects included inroom I.T. upgrade with wireless, plasma televisions, Bose music systems, club cars, pools, furniture etc.
• Initiate and enforce changes as per requirements and market trends
• Spearhead the Beit Al Bahar ISO certification project
• Coordinate Health & Safety management for the department
A
• Pre-opened 64 cover, ideally located, Villa Beach Restaurant (Mediterranean) as acting supervisor February 2002
• Service the Burj Al Arab Beach
• Supervise daily operation of banquet action plans for functions upto 1500 pax
• Coordinate events with external contractors
• Supervise daily room service operations
• Plan and execute special events/occasions en-suite
• Maintain daily room service records
Selected to serve the President during his stay in Goa, in June 1996
Internship at the Fort Aguada Beach Resort (Taj Group of Hotels), Goa, in Front Office, Housekeeping, Food & Beverage and allied areas from April to September 1995
BACHELOR OF TOURISM STUDIES (4 years) WES Certified Indira Gandhi National University, India
DIPLOMA IN HOTEL MANAGEMENT, CATERING TECHNOLOGY AND APPLIED NUTRITION (3 years) WES Certified May 1997 National Institute of Hotel Management, India
HIGHER SECONDARY SCHOOL (2 years) Goa Board of Education, India