Assistant Guest Services Manager at PARK ROTANA HOTEL (2015-03 – 2019-12)
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
- Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
- Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
Task Force – Bell Captain at ART ROTANA (2014-12 – 2015-01)
- Maintain a good working relationship with all Front Office employees and ensure guests are greeted upon arrival in a professional and friendly manner and offer assistance at all times
- Maintain a good working relationship with all Bellboys
- Maintain an awareness of guest profiles through the Opera guest profile system
- Supervise the activities of the Bellboys, ensuring that the guest luggage is carried from arrival point to room and from room to departure point on checkout
- Handle all messages, mails and packages for guest and employees, ensuring they are delivered at the appropriate time and stored if necessary in a systematic and efficient way
- Establish and control the duty roster in accordance with business needs
- Maintain an up to date knowledge of the hotel services and communicate this to subordinates so they can supply information and respond to guest queries.
Bellboy at PARK ROTANA HOTEL (2010-12 – 2012-12)
- Receive guests in a professional and friendly manner, exceeding guest expectation from arrival through to departure
- Maintain effective communication with all related departments to ensure smooth service delivery
- Maintain an up to date knowledge of the hotel and local services
- Maintain awareness of guest profile through Opera guest profile system
- Ensure that the guest luggage is carried from arrival point to room and from room to departure point on check out
- Handle all messages, mail and packages for guests and employees, ensuring they are delivered at the appropriate time in a professional manner
- Deliver morning newspapers to rooms
- Deliver guest messages and other deliveries immediately without delay in a professional manner
- Ensure concierge desk and store room is clean tidy and well organized.
Bellboy at HOTEL CAMILA 2 (2008-09 – 2010-10)
- Receive guests in a professional and friendly manner, exceeding guest expectation from arrival through to departure
- Maintain effective communication with all related departments to ensure smooth service delivery
- Maintain an up to date knowledge of the hotel and local services
- Maintain awareness of guest profile through Opera guest profile system
- Ensure that the guest luggage is carried from arrival point to room and from room to departure point on check out
- Handle all messages, mail and packages for guests and employees, ensuring they are delivered at the appropriate time in a professional manner
- Deliver morning newspapers to rooms
- Deliver guest messages and other deliveries immediately without delay in a professional manner
- Ensure concierge desk and store room is clean tidy and well organized.
