Mena Ghatas

Mena Ghatas

Front Desk Supervisor at Jumeirah Dar Al Masyaf
Lives in Dubai, United Arab Emirates
over 6 months ago

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Looking to improve and expand my knowledge and skills and to establish an employment in a friendly environment, Interested in finding employment with a company which will utilize my skills as a customer service worker, add value to my experience and also brighten the path to my career goals.

Experience

  • Front Desk Supervisor

    Jumeirah Dar Al Masyaf - Dubai, United Arab Emirates

    Front Office reception
    October 2017 - Now · 1 year and 3 months

    Consistently offers professional, engaging and friendly service Ensure that all Front Desk colleagues are familiar and updated with hotel’s product and services Establishes a rapport with guests and maintains good customer relationship Works in full cooperation with other departments to make sure the guest is of the utmost priority To ensure the safe running of the hotel Reviews the arrival report and VIP’s to ensure all special requirements are met or exceeded Suggesting and attending regular training on updated topics and respective skill set as required by the team Communicate and liaise effectively with other leaders in the department and hotel Achieves and creates an environment that allows colleagues to achieve job fulfillment and clear growth path for career development Execute all tasks related to financial activities adhering to the laid down policy and procedures and ensuring accuracy in record keeping Promote our upsell program per brand Standards All other reasonable duties as assigned Handling all night shift reports and present to the management in daily basis. Checking villa upkeep standards and monitor all butlers in daily basis. Malakiya villas at Dar Al Masyaf: Send pre arrival emails for all guest arrival in advance for more assistance.  Check the billings of guest in house and maintain it. Help my team during busy operation to exceed our exceptions with guest. Meet all malakiya guest upon arrival and departure as very high profile guests. Handle any complaints and feedback with immediately actions .

  • Front Desk Agent

    Alghurair by Rotana - Dubai, United Arab Emirates

    Front Office reception
    January 2016 - September 2017 · 1 year and 9 months

    Register guests and assigns rooms. Accommodates special requests whenever possible. Assists in pre-registration and blocking of rooms for reservations. Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures. Understands room status and room status tracking. Knows room locations, types of rooms available, and room rates. Must be sales-minded. Presents options and alternatives to guests and offers assistance in making choices. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. Knows the location and types of available rooms as well as the activities and services of the property. Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms. Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. Maintains guest room key storage, and maintains and supervises access to safe deposit boxes. File room keys ( only for manual room key hotels) Knows how to use front office equipment. Process guest check-outs. Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange, Follows procedures for issuing and closing safe deposit boxes used by guests. Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work. Uses proper telephone etiquette. Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc. Uses proper mail, package, and message handling procedures and record details in the courier Mail Register. Advise guest of any messages, mail, faxes, etc. received for them. Inform guest of the room safe and mini-bar key and room key procedures. Issue parking passes/validate valet parking tickets. Communicate services and amenities of the hotel to guests. Obtain proper identification for tax-exempt guests and attach the form to registration card. Direct Bell Person to escort guest and transport their luggage to the room. Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel. Attends department meetings. Reports any unusual occurrences or requests to the manager or assistant manager. Knows all safety and emergency procedures, Is aware of accident prevention policies. Maintains the cleanliness and neatness of the front desk area. Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts. Advise guest of any messages, mail, faxes, etc. received for them.

  • Front Desk Receptionist

    Premier Inn - Dubai, United Arab Emirates

    Front Office reception
    April 2015 - October 2016 · 1 year and 7 months

    Primarily handle incoming/outgoing calls. Handle each guest query separately with the highest quality in an efficient manner. Facilitating check-in and checkout procedures in a polite, prompt and warm Manner. Receive and assist clients and escorted them to correct destinations. Handle the guest’s complaints. Update CID system on daily basis. Process night audit Always adhere to all company policies and procedures and licensing laws Maintain personal knowledge by completing in-house training and workbooks Provide reports, as required, for housekeepers and management Conduct regular security checks throughout the day and report any security issues to line manager.

  • Sales Executive

    Pyramiza Sahl Hashish - Hurghada, Egypt

    Retail
    February 2012 - January 2015 · 2 years and 12 months

    Services existing accounts, obtains orders, and establishes new accounts by Planning and organizing daily work schedule to call on existing or potential sales outlet and other trade factors. Adjusts content of sales presentations by studying the type of sales outlet or trade factor. Focuses sales efforts by studying existing and potential volume of dealers. Submits orders by referring to price lists and product literature. Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses. Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc. Recommends changes in products, service, and policy by evaluating results and competitive developments. Resolves customer complaints by investigating problems; developing solutions; preparing reports; making recommendations to management. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks participating in professional societies. Provides historical records by maintaining records on area and customer sales. Contributes to team effort by accomplishing related results as needed.

  • Tour Guide

    pegas - Hurghada, Egypt

    Customer Service
    May 2011 - January 2012 · 9 months

    Welcoming groups of holidaymakers at their starting point and announcing details of travel arrangements and stop-over points; Checking tickets and other relevant documents, seat allocations and any special requirements; Helping with passport and immigration issues; Assisting holidaymakers check-in and settle into their accommodation; Communicating a range of information on itineraries, destinations and culture; Informing passengers of arrival and departure times at each destination on the Itinerary and ensuring that all members of the group are back on the coach before departing from each stop; Using professional knowledge to answer questions from holidaymakers and to fulfill their expectations of the tour; Making sure all travel arrangements run according to plan and that accommodation, meals and service are satisfactory; Organizing entry to attractions and transport, such as car hire; Ensuring that the tour is running smoothly for individual members of the group; Responding to questions and offering help with any problems that arise, ranging from simple matters, such as directing a member of the group to the nearest chemist, to more serious issues, such as tracing lost baggage; Dealing with emergencies, such as helping a holidaymaker who is ill or those needing to contact family members urgently; Making contact in advance with places to stay or visit to check details and arrangements; Liaising with hotels, coach companies, restaurants and other clients; Advising about facilities, such as sights, restaurants and shops, at each destination; Occasionally making accommodation bookings on proposed dates; Organizing and attending tourism events, conferences, workshops, seminars and exhibitions; Writing reports and maintaining records; Providing feedback after a tour as part of a debrief session.

Education

  • Torurism and hotels faculty

    April 2004 - June 2008

Languages

  • Russian
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • Arabic
    Native or fluent
    100%

Skills

  • Opera System
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