Senior Guest Service Manager - Park Regis Kris Kin hotel – Dubai (14/09/2011 – To date)
Working as senior guest service manager in Park Regis Kris Kin hotel – Dubai, I am fully conversant and currently fulfilling all the operation activities of Assistant front office manager.
Below are the functions I engaged directly:
- Supervising team of 45 associates of front office operations.
- Observe and supervise daily front office operation with highest level of proficiency and necessary preparations.
- Oversees rooms’ allocations for VIP, Regular & long stay guests’ arrivals.
- Handling guest’s complaints / contentious issues that can’t be settled directly by team members and needs fast solution.
- Coordinate and liaise between different departments.
- Greet and meet VIP and Regular guests of the hotel.
- Supervise amenities of the guests’ rooms.
- Supervise credit limit balances.
- Supervise room and F&B upsells.
- Handling appraisals and disciplinary actions.
- Oversees the recreation facility continuously for the best guests’ experience.
- Monitor concierge operation.
- Oversees night team to handle night audit procedure in an effective manner.
- Ensuring target of Staywell loyalty program is met.
- Trainings and auditing of upselling of front office team on daily basis.
- Front office departmental trainer.
- Actively engaged in new SOPs preparation and implementation.
- Engaged in reviewing of current SOPs per management decisions.
- Involved in department recruitment process.
- Responsible for the roster of FO team.
- Handle staff related concerns.
- Preparing monthly and daily DMs hand over and revenue reports.
- Supervise and observe incidents reports.
- Attend management meetings.
- Closely monitor operation accorded the DHA regulation of Covid19 SOPs.
- Cover FOM in her absence and annual leaves.
Duty Manager - Holiday Inn hotel – London (Oct 2008 – July 2010)
- Supervised team of 15 members of front desk operation.
- Conducted daily briefings of the staff to manage bookings, arrivals.
- Overseen and supervised guest arrivals and departures.
- Handled guests’ complaints/contentious issues that cannot be settled directly by team members and provides a fast solution.
- Front office departmental trainer.
- Ensuring target of IHG loyalty program enrolments targets met.
- Also worked as night manager where I supervised the night operation.
- Prepare monthly and daily DMs reports along with revenue reports and circulate to all concern departments.
- Coordination and liaise according to the operation requirements between different departments.
Night Auditor/ Receptionist - Pullman hotel St. Pancras – London (Dec 2006 – Dec 2007)
- Check-ins / Check outs.
- Responsible of night audit procedures.
- Credit limit check / Rate check / Closing of city ledgers Credit card and cash balancing.
- Outlets/Minibar PMS postings balancing.
- Currency exchanges figures of the day.
- Reports of rebates and refunds of the day.
- Rooms’ allocation and preparation of next day arrivals.
- Achieve the given target of upsells and loyalty program.
- Attend trainings and development sessions with trainers
Night Auditor/Receptionist - Westbury hotel Mayfair - London (May 2005 – Oct 2006)
- Responsible of night audit procedures.
- Credit limit check / Rate check / Closing of city ledgers Credit card and cash balancing.
- Final figures and balancing of Telephone and pay TV.
- Outlets/Minibar PMS postings balancing.
- Currency exchanges figures of the day.
- Reports of rebates and refunds of the day.
- Answering customer queries and concern.
- Achieve the given target of upsells and loyalty program.
Receptionist - Comfort Inn hotel – London (Mar 2004 – Apr 2005)
- Check-in and checkouts of hotel guests/Rendering exceptional customer service.
- Cashiering / Shift reports.
- Processing reservations.
- Handling Walk-in and telephone inquiries
- City leader closing & generating different reports.
- Attending trainings.
