RESERVATION SUPERVISOR - NOVOTEL IBIS ADAGIO FUJAIRAH UAE - Fujairah, UAE
(2020-10 - 2022-09)
- Responsible to sell the inventory of 434 rooms.
- Assisting in day-to-day operations of the reservations department.
- Managing telephone, emails, fax, enquiries in a prompt & professional manner & in accordance with company standard ensuring accuracy & attention to details at all the times.
- Understanding seasonal & historical trends & work within them to ensure maximum occupancy & average room rates.
- Identifying new contacts, develop sales leads& respond to the sales opportunities in order to maximize revenue.
- Monitoring customer satisfaction regularly & resolving any outstanding issues to ensure future business.
- Ensuring bookings are guaranteed & no-show charges are applied where appropriate & reservation policies & procedures are followed to ensure guest satisfaction.
- Monitoring the appearance, standard & performance of the reservation team with an emphasis on training & team work.
- Assisting the revenue manager with the recruiting, managing, training & developing the team.
- Responsible for all group reservations, managing the overbooking situation & rate setup in opera.
- Responsible for team roster & updating in the Oasis. Fully aware of the FMC system for ordering & controlling the store.
- To implement and control the focus & other financial audit procedures.
- Ensure on regular basis availability is updated, aligned with tars & other booking channel.
RESERVATION AGENT - NOVOTEL IBIS ADAGIO FUJAIRAH UAE - Fujairah, UAE
(2018-11 - 2020-10)
- Maximizing the room bookings by delivering a pleasant & efficient reservation service.
- Ensure that reservations are dealt with effectively while maximizing revenue.
- Working with the internal & external representative from different functions for executing the reservations.
- Providing effective support to the team to enable them to provide a range of effective & efficient services.
- Responding to customer queries by resolving issues in a timely manner to ensure customer satisfaction.
- To update the correct inventory availability in the PMS.
- Recommending property facilities & assist guest with information & special request.
- Booking room reservation request, entering correct rooming list with correct billing notes.
- To answer & handle calls, wake up calls & messages properly using the telephone etiquettes.
- To have a perfect knowledge of room types & rate structure.
- To maintain an accurate guest history and guest profile.
- Knowing competitors & to gather information about their activities & sales.
GUEST SERVICE AGENT - NOVOTEL IBIS ADAGIO FUJAIRAH UAE - Fujairah, UAE
(2016-08 - 2018-11)
- Manage & supervise all the tasks of the shifts at the highest quality as per the standard.
- Review, analyze & suggest improvement of workflow & standard at the front desk.
- Analyze rate variance to ensure room revenue control.
- Blocking the pre arrivals considering estimated time of arrivals, personal guest preference stay history. Focus on ALL members & other VIP guests.
- Allocate room upgrades based on availability, prioritize the ALL members preferred rooms and room types.
- Merging the guest profile correctly to ensure there is no duplicate profile in the PMS opera.
- Ensure all the advance purchase & 3rd party payments are processed correctly before the guest arrival.
- Reviewing special requests on reservation & coordinate with other related departments e.g., honeymooner, birthday or wedding setup etc.
- Communicate & align with revenue management leader & FO leader on same day about sell/upsell strategy.
- Reviewing the arrival reports & communicate effectively to the housekeeping for proper room assignment.
- To ensure pre blocked rooms are released as vacant inspected by the housekeeping & ready prior to the guest arrival.
- Coordinating with the sales department to obtain group arrival requirements.
- Coordinating with the HK & Engineering department in regards to PPM & OS rooms.
- Responsible to check the billing arrangements properly after each shift closure.
- Review the blocks & wash if necessary.
- Pre arrival keys & registration card to be ready for each group well in advance.
- Following up on same day traces & resolving issues.
GUEST SERVICE AGENT - TITANIC HOTEL IN SULAYMANIYAH IRAQ - Sulaymaniyah, Iraq
(2016-03 - 2016-06)
- Responsible to follow Hotel Rules and Regulations
- Welcome the hotel guests, making room reservations and checking people in. Accepts room reservations, especially the acceptance of reservations for the day and confirmation of reservations. Assigns rooms and preparation of the weekly room forecast.
- Sells guest rooms to walk-in guests and preparing receipts of advance deposits (acceptance of coupons, hotel orders, etc.)
- Assists guest in filling the registration card.
- Prepare guest history and various business reports and give instructions of room to be changed.
- Prepare and distribute name slips.
- Prepare guest folios and follow up with no-show guests.
- Keep room keys in safe conditions and maintain key boxes.
- Maintain a friendly, neat and professional image to guests and colleagues performs any duties related to the department and assists other departments.
- Processing reservation requests as assigned, Preparing correspondence for customers via fax and e-mail for general enquiries and reservations.
- General office duties to include answering phones, filing, faxing, and copying.
- Processing with credit card payments.
- Accepting room reservations over the telephone, handling messages and accepting payment of hotel bills.
- Prepare customer's account, collate the cost of additional items such as Room service Bills, telephone calls Mini bar and include them in the final bills.
FINANCE SECRETARY - SHERATON HOTEL DOHUK IRAQ - Dohuk, Iraq
(2015-03 - 2016-03)
- Daily report to the Business Development Manager/Head of Sales/Marketing Manager related to revenue status, collection and payment. Preparation of letters, contract & correspondence.
- Receiving & distributing all incoming mail.
- Attend and redirect telephone calls for the Director of Finance.
- Maintenance of daily appointments to ensure that appointments are honored, meetings attended & deadlines met.
- Handling documents and organizing the files in the department.
- Maintain accurate & efficient filing system, ensuring timely, safe follow ups and traces, including logging cheque received.
- Noting & delegating the minutes of meetings.
- Maintaining & monitoring the handling of all cash for the entire hotel.
- Removing all the previous day's receipts from the drop box with witness.
- Preparing cash report and bank deposit slips, handling foreign exchange rates, monitoring the daily exchange rate.
- Providing change for all cashiers.
- Reconciliation of Supplier's accounts with the company books of accounts on monthly basis.
- To make petty cash disbursements and prepare a summary of the same.
ASSISTANT FINANCIAL EXECUTIVE - VARUN BEVERAGESS LTD (PEPSICO)
(2014-02 - 2015-02)
- Managing the day-to-day operations of the office.
- Organizing and maintaining files and records.
- Planning and scheduling meetings and appointments.
- Managing projects and conducting research.
- Preparing and editing correspondence reports and presentations.
