Front Desk Manager
BURJ AL ARAB
Total years of experience :18 years, 7 Months
Responsible for overall operations of Front Office de-
partment (Guest Services, Concierge, Switchboard) of
over 70 colleagues
* Prepare Departmental Budget and monitor monthly
P&L ledger
* Set departmental KPIs and monitor the progress
* Conduct Departmental Colleague Opinion surveys
and work with section head on action plan
* Established departmental training processes from
learning needs analysis through planning and con-
ducting training courses to monitoring end results by
means of knowledge tests and on the job assess-
ments to increase Guests Satisfaction scores.
Managed Guest Services and Switchboard sections of
Front Office to increase Guest Satisfaction index with
arrival process from 899 to 920.
* Ensured 100% Quality Appraisal completion through
regular Monthly chats and Appraisal Audits
* Conducted regular checks on trainings within depart-
ment to maintain the levels of knowledge and stand-
ards compliance
* Rolled out Lobster Ink training program to the team
* Ensured all accounting transactions and cash han-
dling procedures are in compliance
* Interviewed and hired new colleagues
* Optimized the revenue through minimizing costs and
focus on upselling
Managed Guest Services team of 25 colleagues on shift
basis ensuring Guest Satisfaction with the check in ex-
perience through adequate suite allocation according to
guest’s preferences and expectations
Directly responsible for handling guest experience from
pre-arrival preparation through seamless arrival to effi-
cient check out
* Developed and implemented Front Office, Concierge
and Driver Standard Operating Procedures
* Recruited and trained associates for Front Desk posi-
tions; coordinated staff roster according to the busi-
ness forecasts
* Conducted regular monthly meetings with associates
to address current initiatives, projects and long term
goals
* Acted as the Champion for the loyalty program Prior-
ity Club Rewards ensuring the delivery of program
benefits and overall satisfaction of Priority Club Re-
wards guests
* Worked closely with the Revenue department to op-
timize selling strategies
* Investigated JD Power scores to improve guest satis-
faction
* Investigated Guest feedbacks and prepared email re-
sponses on behalf of General Manager
* Created departmental training program for new col-
leagues
* Conducted departmental trainings
* Conducted regular tests on LQA standards to reach
100% result in MGA (check in) for 12 consecutive
months in 2011