Guest Experience Supervisor & Acting Duty Manager
La Ville Hotel & Suites By Autograph
Total years of experience :10 years, 5 Months
Initially joined the pre-opening team as a front desk agent from October 2016-January 2018.
In charge of guest relations, concierge and the bell team.
Ensuring guest satisfaction by liaising with other departments in an orderly and timely manner.
Training new members and interns.
Taking inventory and maintaining stock records in the department.
Liaising with other departments to ensure efficient flow of service.
Initially joined the company as a housekeeping agent from October 2014-March 2015.
Welcoming guests, anticipating and addressing their needs and giving detailed information.
Keeping up to date with offers and events in the hotel and around the city.
Liaising with appropriate department to achieve guest satisfaction.
Follow up on all company policies and procedures regarding safety and security.
Develop and maintain positive working relationships with others to reach common goals.
Achieve positive outcomes from guest queries in a timely and efficient manner.
Ensured an efficient reception experience for guests, including check in/out, and completing audit procedures, as required.
Reported to reception supervisors updating them of any relevant feedback from guests or, other departments.
Attended appropriate training courses, when required.
Knowledge of hotel room categories, room rates, packages, promotions and general product knowledge.
Maximizing room occupancy and using up-selling techniques to promote hotel services and facilities.
Using the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
Complying with hotel security, fire regulations and all health and safety legislation.
Assisting other departments when necessary and maintaining good working relationships.