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guest service agent
Starwood Hotels and Resorts Worldwide - Dubai, United Arab EmiratesFront Office receptionFebruary 2012 - October 2016 · 4 years and 9 months
Four Points by Sheraton Downtown Dubai Currently working as GSA (Guest service agent) 12th Oct 2015 till Present Job description as a GSA (Guest service agent) • Ensure room’s revenue is accounted for by monitoring departures report and that staff are following correct credit procedures on day of departure and nightly credit check. • Works closely with housekeeping for an efficient turnaround of rooms and room status. • Ensures all guest profiles are updated properly in the system. • Promote Starwood Guest program to GSA’s and guests. • Ensures GSA’s have balanced their work prior to their departure and assist them where needed. • Ensures that all billing instructions are accurate and clear. • Reports any potential credit risks immediately to assistant Guest Service Manger or Credit Manager. • Assist with the co-ordination of the day to day operations of the Reception Desk according to Front Office standards and procedures. • Review all in-house accounts to ensure correct room rates are charged. • Encourage selling of Hotel outlets and facilities. • Effectively deal with guest problem and complaints immediately. • Attend meetings required. • Participate in the selection and appointment of new associates within the department. • Comply with all corporate and hotel standards and procedures. • Responsible on night auditing task whenever needed – depending on the shift requirement. City Premiere Dubai Marina Hotel Apartments Worked as Front Desk Receptionist / Cashier 16th Mar 2010 till 15th Sep 2011 Job description as Front Desk Receptionist/ Cashier • Maintain and promote guest hospitality at desk all the times. • Highly skilled in greeting visitors and directing them to the right person or department. • Answer and forward phone calls to appropriate individuals and departments. • Maintain and control all room blocks. • Ensure guest’s satisfaction at all times while maintaining the hotel’s policies and standards. • Quickly responded and dealing to guests concerns and complaints. • Responsible for checking in and checking out guests in friendly and professional manner • Ensure that all check ins are properly handled according to reservation requests and availability situation. • Perform data entry and filling activities. • Respond to emails and office correspondence. • Provide information and Answering inquiries regarding services and hotel facilities. • Demonstrated ability to deal effectively with phone and email inquiries. • Handling guest’s requests and complains. • Handle all cashiering transactions (posting charges to guest’s folios, exchanging foreign currencies etc.) • Coordinates guest’s payments and billings. • Knows the action to take when an emergency call is required. Marriott Karachi Hotel Worked as a Protocol Officer and GSA (Guest Service Agent). 01st Jan 2009 to 9th July 2010 Responsibilities as a Protocol Officer. 1. Obtain from the Reservation Section the list of guests arriving / departing at / from the hotel during the tenure of duty and arrange their pick up / drop from / at the airport / railway station in a well maintained , clean and safe vehicle so as to create a positive impression for the guests , and to reduce hotel liabilities. Maintain record of all guests provided pick up / drop services. 2. Consistently give a warm welcome / send off and cordial attention to all the guests arriving / departing at / from the airport / railway station and bring / send them to the hotel in the hotel van to achieve highest guest satisfaction. Special attention be paid to VIP / Long staying / Repeat / Elderly/ Children / Disabled / Visitors from different Cultural back grounds / Overseas Visitors / Unaccompanied Lady guests in accordance with Marriott Standard Operating Procedures. 3. Provide guest services such as obtaining or reconfirming airline or rail tickets etc. 4. Maintain communication with the hotel’s reception to obtain information on the rooms’ situation, additional bookings/ pick up of guests from the airport and those who need special attention and provide information on flight delays / cancellation etc. 5. Secure business for the hotel especially in case of passengers arriving at the airport / railway station without reservation. 6. Ensure immediate action on guest complaints both to the satisfaction of the guests and the protection of the hotel interests. Adopt remedial measures and corrective action wherever necessary. Keep Guest Services Manager / Assistant Front Office Manager informed of any serious complaints. 7. Carry out orientation of new associates and training and development of all associates so that they can perform their functions more effectively. 8. Set a personal example for the associates by consistent and impartial behavior in all personnel matters, including discipline through respect. 9. Perform any other function as may be assigned by the management. 10. Provide necessary feedback on all important activities to the Duty Manager / Assistant Front Office Manager. 11. Abide by the policies, rules and regulations of the hotel on various issues / matters and Marriott Standard Operating Procedures. 12. Check personal hygiene and be well groomed in appearance by wearing a smart, clean and tidy dress with a name tag. Job Responsibilities as a GSA (Guest Service Agent) Front Office Department:- 1. Check-in guest and assigns rooms .Accommodate special requests whenever possible. 2. Assist in Pre- registration and blocking of rooms for reservations. 3. Thoroughly understands adheres to proper credit, check cashing, and cash handling policies and procedures. 4. Understands room status and room status tracking. 5. Knows room locations, types of rooms available, and room rates. 6. Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. 7. Coordinates room status updates with the housekeeping department by notification housekeeping of all check-outs, early check-ins special requests and day use rooms. 8. Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. 9. Knows how to use front office equipment. 10. Use proper telephone etiquettes. 11. Uses proper mail, package, and message handling procedures. 12. Reads and initials the pass-on long and bulletin board daily. Is aware of daily activities and meetings take place in the hotel. 13. Attends department meetings. 14. Reports unusual occurrences or requests to the manager or assistant manager. 15. Knows all safety and emergency procedures, is aware of accident prevention policies. 16. Maintains the cleanliness and neatness of front office area.
government Degree collage hangu paistan - Peshawar, PakistanFebruary 2003 - March 2005