Reservation Manager & Front Office Supervisor
SAFIR Hotel Bhamdoun
Total years of experience :8 years, 11 Months
• Managing and monitoring activities of all employees in the Front Office department making sure they adhere the standards of excellence, hotel policies and procedures, training and correcting where needed, ensuring they provide a professional and friendly service for guests, scheduling the staff rota.
• Acting as manager on duty for the hotel, dealing with customers, handling complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Informing all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Checking accommodations, making sure any special requests are carried out accordingly, greeting guests upon arrival and ensuring escort to accommodations if appropriate.
• Working closely with the Housekeeping Department to improve guest services.
• Holding weekly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere.
• Ensuring that all reservations are accurate and confirmed in writing (email/fax/letter) within limited period and all records are maintained and filed appropriately in both the computerized systems and on all documentation relating to each inquiry/reservation.
• Working along with the Sales Manager to maximize occupancy of rooms and meetings, rates, yield and average spends by implementing appropriate training and revenue by using all sales opportunities like up-selling and cross-selling.
• Ensuring special handling of repeats guest and very VIP guest and Supervising of Group Reservations.
July 2012- September 2013 Global Holidays
Gulliver's Travel Agency (GTA)
Sales Executive
• Responding efficiently to GTA Data enquiries; Demonstrating and Presenting with appropriate information GTA products and services.
• Managing and securing relationships with existing customers via meetings, telephone calls and emails; maintaining a high level of Sales achievement.
• Visiting potential customers for new business and providing them all needed information, Guidance, and Support.
• Gathering, Recording market and customer information then sending copies via daily and weekly reports to the sales office.
• Seeking continuously what sort of products the other competitors are offering to their customers; taking into consideration and profiting from their weak and strong points.
• Researching and recommending new opportunities and ideas suitable with the market need and demand; providing feedback on future buying trends.
• Delivering a wide range of service improvements in order to increase the company's profits.
• Negotiating the terms of the company's agreement with new customers, getting the deals and closing sales.
2009-May 2012 Palm Beach Hotel
Reservation Supervisor (Fidelio)
• Monitoring staff productivity and performance and taking appropriate action when necessary to ensure departmental goals and targets are achieved.
• Ensuring that the department meets relevant productivity targets on call handling and conversion ratios for all products lines.
• Handling reservations from different sources: individual and corporate reservations, group reservations and wedding group reservations, online reservations from many local and worldwide engines.
• Playing a pivotal role in amending, updating, and improving local and worldwide portals.
• Working with the sales and marketing department to develop advertising and promotional campaigns. As for corporate accounts, reviewing regularly their contracts for accuracy and to ensure timely billing and payment.
• Interacting with Managements: keeping them informed of special events or local affairs that may require the facility to modify or augment its accommodations. Communicating regularly with housekeeping and service staffs to share customer concerns and propose resolutions.
• Handling reservations at Al-Yasmine Guest House (Tyr), following up with the customers' demands and needs, and ensuring their satisfactions.
Summer Safir Bhamdoun
2009 Front Office and Reservation Agent
• Receiving and registering guests as they arrive.
• Receiving the payment for accommodation, completing the guests' bills properly and allocating the rooms to the clients.
• Doing the storage of records and handling the requests of the clients as well.
• Fulfilling all reasonable requests from guests to ensure their comfort, satisfaction and safety.
• Dealing with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail.
• Handling incoming calls to the reservations department in a professional, efficient, friendly manner.
• Following the reservations script in handling the guest inquiry for hotel space.
• Giving answers to guests' enquiries, advising them accordingly regarding reservations, and assisting them in obtaining their bookings.
Career Summary cont.
2008-2009 Mayflower Hotel & City Suite Hotel
Front Office Agent (PMS System)
• Assisting in keeping the hotel reception area clean and tidy, at all times.
• Receiving and registering guests as they arrive.
• Receiving the payment for accommodation, completing the guests' bills properly and allocating the rooms to the clients.
• Doing the storage of records and handling the requests of the clients as well.
• Delivering excellent customer service, at all times.
• Reporting any maintenance issues immediately to the manager, including all furniture, fittings and equipment
• Conducting regular security checks throughout the day and reporting any security issues to line manager.
• Controlling and administering all advance reservations, cancellations and no-shows, in line with company policy.
• Keeping up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities.
2005-2006 VIA Holding
• Preparing invoices, reports, memos, letters, financial statements and other documents, using word processing, spreadsheet, database, or presentation software
• Performing general office duties such as ordering supplies, maintaining records management systems, and performing basic bookkeeping work.
• Reviewing contracts between the selected vendors (Example: Les 3 Chenes & VIA Holding) and applicant for services to be performed. Enforcing sometimes contract revisions to prevent the applicant from being taken advantage of or put in a situation where they could be liable for something they shouldn't be.
• Attending and conducting, meetings with outside partners, or any applicants that are on site. These meetings included discussions of potential and pending change orders, problems, schedule, budget, requests for information and any other areas of interest.
• Researching, assimilating, and preparing confidential and sensitive documents, and briefing the CEO, the council members, and the administrators regarding content.
• Filing and retrieving corporate documents, records, reports, and contracts.
2010-2011 French Literature Degree from the Lebanese University
2000-2004 3 years of French Literature • DEUG
1991-1998 Notre Dame de la Delivrande • Lebanese baccalaureate (Philosophy specialty)