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Asst. Front Office Manager
Leisure Lodge Beach & Golf Resort - Diani Beach, KenyaManagementJanuary 2014 - Now · 5 years and 1 month
Duties and Responsibilities Ensuring the successful completion of daily Front Office shift requirements, including ensuring guest and employee satisfaction and achieving the operating budget. Supervision of the operational activities of the hotel front office areas including Bell/Door staff, Switchboard, Guest services and Front Desk. Assisting in completing financial and administrative responsibilities. Assigning, coordinating, and supervising work activities of Front Desk Agents and observing performances for making sure adherence to hotel policies established operating procedures. Ensuring guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, Budgeting and forecasting, departmental management policy and procedure implementation and enforcement. Monitoring and assessing service as well as satisfaction trends, evaluating, addressing issues and making improvements accordingly. Ensuring compliance with Hotel standards, meeting as well as greeting guests and responding to guest inquiries, requests and issues in a timely, friendly and efficient manner. Training and developing Front Desk Agents. Preparing staffing schedules, completing payroll, and monitoring labor costs to budget figures. Ensuring work is completed to include, shift closings, room deposits, refunds and rebates. Preparing and conducting Front Desk meetings and resolving issues. Performing house counts and reviewing daily arrivals, identifying potential problems with rooms’ activity and taking appropriate action. Taking personal responsibility for correcting customer service problems.
Barchelor of Business Administartion
SMC University - Zürich, SwitzerlandMay 2013 - October 2014
I was awarded a Bachelor Degree in Business Administration. I passed with 1st class honours. 3.7 out of 4
GermanNative or fluent100%