Download the file
My experience is based on working at luxury resorts such as Kempinski and St. Regis which gave me the chance to know how to exceed guests’ expectations.
I would also like to add that I have a good experience in UAE hospitality and know how to handle that market and to build a strong communications with our guest's.
I am always working hard to maximize hotel revenue and get the higher ADR to achieve and exceed our budget.
I have enough experience on running operations with staff shortage or limited tools without affecting on our guests’ satisfaction. And I have also managed running full teams of butlers, receptionists, operators, concierge, valets and drivers.
5 years and 5 months
• Proceeding opera night audit and revise all financial transactions during the day includes auditing reports • Direct Hotel- and Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs. • Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations. • Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR. • Handle all customers’ complaints occurring during the night to ensure their satisfaction and proper documentation. • Greet VIP guests upon their arrival and escorts them to their room. Establish good rapport and offer assistance for the duration of their stay. • During sell out nights, deal with overbooking situations in the most professional and diplomatic matter in order to keep the degree of possible dissatisfaction of guests inconvenienced by the situation as low as possible. • Patrol the hotel at least twice per shift to ensure that the hotel is clean, tidy, and safe and that all is in proper order. • Keep abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office team members are able to answer guest requests and questions. • Report on the hotel log book all guest complaints, relevant incidents and matters that need follow up the next day, to ensure consistency and guest satisfaction.
• Proceeding opera night audit and revise all financial transactions during the day • Maximize hotel revenue by controlling room inventory, group blocking, packages, up- selling, adhering to late charge and double occupancy policies to maximize REVPAR • Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of The hotel • Managing and controlling villas section to ensure that all parties is running without any challenges such as noises or other security issues. • Ensure a smooth and efficient running of the Hotel operation, ensuring that all hotel guests and visitors receive and optimum level of service and care at all time · Report any accident, incident, and theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate • Coordinates with security in the investigations of irregularities and undesirable guests, assists with filling out loss and incident report according to company policy • Train new FO members and put training plans to achieve work needs in short time • Handling guest complaints in short time to ensure their satisfaction, also record and promptly resolve issues or emergencies that arise cooperative with security team. • Prepare revenue and morning reports and sent it to relevant departments • Handling next day arrivals by check room blocking and VIP guest and make sure that room is ready And amenities are placed in right places regarding to hotel policy • Send DTCM arrival/revenue reports and revise that CID report is complete correctly without discrepancies • Ensure GSAs acquire the proper product and service knowledge needed to perform their job properly. • Conduct Health and Safety Checks and Night Walks, and maintain a good status awareness of all Hotel areas • Welcoming and escort VIP guest who arrive in the night • Revise reasons for open paymasters and following up pending payments to close in short time • ensure that all profile is updating with correct guest details.
• Ensure that all Receptionists appear for duty at the time specified on the departmental with tidy uniform • Conduct Daily briefing between shifts and ensure that all are aware with hotel packages and promotions • Check arrival blocking and ensure that all gest inquiries are submitted • Managing group arrivals and departures with group coordinator by check that all RC’s printed and keys is working also check breakdown and method of payment • Handling overbooking situation by choose correct reservation to upgrade, Double up, last option upgrade suite also handling early departures on the same date to close 100% • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service • Review departures the day before and settle folio to reduce time of check-out procedure • Review Credit Limit report & Open Balance to check the exceeded balances to the limit • Updating Companies & Travel Agent productivity reports • Maximize sales revenues through up-selling program TSA • Ensure that Guest History records are accurately maintained and all recurring guests are pre- registered. • Handling Guest complaints with other department to reach best result in short time and achieve guest satisfaction • Following up pending payment on paymasters and close it as soon as it possible • My responsibilities as GHA Champion to challenging with team to be one of the top 3 MEA for redeem local experience & enrolments. • Ensure Shift is completed to include, shift closings, room deposits, refunds and rebates. • Assist agents with expediting problem payments, problems processing credit cards • As a departmental trainer I also train & motivating, coaching new Agents, • Build strong relation with Platinum & Black members and ensure that all benefits are delivered to them regarding to GHA standards
• Ensures efficient, and professional guest registration, check-out, and telephone service • Supervise front guest service agents to ensure that established procedures are followed. • Establishes procedures, prepares and coordinates schedules, and expedites workflow. • Assists with hiring, training, motivating, and rewarding front desk agents. • Reviews current day’s expected arrivals and checks all VIP and special request reservations to ensure that they are pre-registered, blocked properly, and other departments are notified of room assignments. • Reviews the daily room availability and informs all appropriate staff. • Reviews status of departures on a daily basis; relays all pertinent information to front desk agents and other appropriate staff. • Ensures all necessary reports and forms are completed daily. • Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel. • Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed. • Assists front desk agents with resolution of guest problems/complaints as needed. • Monitors and maintains front desk area. • Possesses and maintains thorough knowledge of hotel services, facilities, policies, and room rates and area’s attractions.
Native or fluent
Date of birth
August 17th 1988
1 information shared