Front Office Manager
Holiday Inn Kuwait
Total years of experience :12 years, 8 Months
•Monitor guest satisfaction on daily basis through the guest feedback, comment card and resolve all negative one with deferent departments.
•Daily tour to deferent hotel area to make sure all in order.
•Raise any guest issues with the GM and work on it.
•Supervise the daily room blocking according to guest preferences, VIP and/or needs
•Supervise the weekly team schedule based on business demand.
•Assign deferent tasks to deferent team members and follow up.
•Work closely with deferent department such as HK and sales to reach maximum guest satisfaction.
•Attended guest satisfaction training.
•Share my time at the public areas to meet with the guests and know their feedback.
•Team development by doing on job training.
•Performing the annual / midyear reviews for all the team members. And doing one to one meetings
•Work closely with the GM specially when it come to the guest satisfaction
•Setting sells strategy during deferent periods.
•Leading the revenue meeting which chaired by the GM and department heads
•Monitor daily/monthly pick up trend through deferent tools/reports.
•Monitor deferent system channels and find way to improve pick up.
•Enhancing brand website and updating its contents photos...etc.
•Bi weekly meeting with the sales to set up deferent pricing structure during deferent periods.
•Performing weekly/monthly/yearly forecast.
•Submitting deferent reports for the sales identifying pace, lead time for deferent channels.
•Assisting in the hotel 3 years plan.
•Performing next year budget and submitting deferent analytic reports
•Maintain CRS system closely and daily block wash.
•Using deferent online tools such as travelclick, the rubicon
•Developing the reservation team members.
•Assisting the sales with the yearly RFP
•Hotel ranked no. 5 out of 48 hotels in forecasting accuracy 2010
•Establish operation standards according to the hotel policy and procedures.
•Monitor reservation’s team member and provide specific training.
•Develop team members by long run trailing.
•Set up operation standard and procedures.
•Monitor daily operation demand and observe daily demand changes.
•Set up rate strategy according to the business demand.
•Work closely with the related department such as Front Office and Sales.
•Making courtesy calls to the high profile accounts whenever needed.
•Solving problems to hotel’s accounts whenever needed.
•Set up good relation with the internal colleagues.
•Assist the revenue manager to monitor the high demand periods and upcoming business.
•Assist the director of revenue manager on yielding management.
•Provides management, guidance and assistance to the reservations Personnel.
•Manages key accounts and VIP individual reservations as well as normal guests where necessary.
•Cooperates, coordinates and communicates with other hotel departments as
required.
•Ensures all staff are trained and monitored to enter reservations correctly in the system.
•Ensures daily input of individual reservations is correctly entered into computer.
•Ensures all correspondences for reservations are filed.
•Ensures group reservations and group operations and VIP reservations are
Handled according to procedure.
•Ensures that all correspondences are on hand for all arrivals, and any adjustments have been made.
•Assists with reservations personnel training where required.
•Promotes / secures group business at all times.
•Promotes and up sells all Food and Beverage and Banqueting facilities whenever possible.
•Maintains a high level of exposure in hotel, especially during conferences, incentives etc.
•Meets and escorts group guests on regular basis as necessary.
•Suggests and recommends to Director of Yield & Revenue Management Front Office Manager any opportunities to increase hotel's revenue.
•Makes every effort to achieve greater hotel profitability by encouraging return business.
•Coordinates / handles all group requirements and activities, once group sales lead established.
•Ability to provide clear &pleasant telephone communications at all callers
•Ability to clear thinker who can remain calms &resolves problems
•Ability to work under pressure of monitoring &co−coordinating all departmental functions
•Ability to work without direct supervision
•Ability to prioritize &organize work assignment. delegate work
•Ability to be a clear thinker analyzes &resolves problems exercising good judgment
•Ability to remain calm &courteous with demanding challenging guests &/or situation
•Ability to ascertain departmental training needs
•Ability to perform job functions to standards under pressure
•Ability to prioritize & organize work assignment. delegate work
•Ability to be a clear thinker analyzes & resolves problems exercising good judgment
•Ability to remain calm & courteous with demanding challenging guests & /or situation
•Ability to ascertain departmental training needs
•Ability to perform job functions to standards under pressure