DUTIES, RESPONSIBILITIES, AND TASKS: Customer Satisfaction (Guest Feedback, Social Media Review, and online guests review). Financial Performance (Up selling, Room Revenue, Operation Auditing) Showing Initiative, Problem Solving, Staff Training, Team Leading. Managing and motivating the Front Office team in order to provide a high standard of service for Guests. Welcomes guests and fosters customer loyalty through professional friendly manner. Developing high quality relationships with guests throughout their stays Handling any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution. Oversee and supervising guest arrivals and departures with the front office executive. Provide high level of Guest service and maintain a high profile in the day-to-day front office operations. Ensuring that personalized service is been offered to each guest. Ensuring that the pricing policy and internal audit procedures are duly applied Supervising the management of debtors, group and individual guest invoicing and cash operations. Monitor all executive floors to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure. Reviewing arrival list for all arrivals and VIPs to check room allocations, amenities and special requests Preparing monthly and daily revenue reports and circulates to all HOD's. Preparing Room revenue and occupancy forecast take action on rate strategies. Involved in recruitment of new team members for front office Integrates and trains employees, providing support for skills development Ensuring that all front desk employees are well presented (uniforms, personal hygiene etc), and punctual Ensure that the workplace remains clean and tidy. Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. Ensure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REV-PAR. Have a good knowledge of all systems and standard operating procedures of front office. Ensure that guest documentation and information is available and up-to-date. Ensure achieving the highest guest satisfaction by leading and cooperating with my colleagues at Guest Relation Department through a daily guest report and its analysis. Takes responsibility in the absence of the Duty Manager / Front office manager PS: I'm handling twice per month Duty Manager responsibilities, thus running the hotel operation with full power from 18:00 to 23:00 and prepare a proper report including all operation incidents, comments, notes and suggestions) to be handled to GM at the end of the day. Achievements: •Noticeable Improve in hotel rank on Tripadvisor. •Achieve the largest up sell in room upgrade. •Develop FO team skills, and work abilities. •Concept of concierge was created and implemented. •Achieving 100% guest satisfaction in all guest comment analysis. •Noticeable increase in FO income (limo service, FB, and rooms up selling) and noticeable decrease in department expenses.

DUTIES AND RESPONSIBILITIES: Ensure outstanding customer care at all times. Maintain a friendly, cheerful and courteous demeanor at all times. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Using suggestive selling techniques to sell room nights and room upgrade, increase occupancy and revenue Supervising daily shift process ensuring all team members adhere to standard operating procedures. Train, direct the work of, resolve issues / problems, coach, and counsel the front desk team members to ensure a quality operation. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Adhere to company credit limit / floor limit policies. Allocate rooms to expected arrivals after checking the guest’s preferences and special requests. Build strong relationships with all other department's especially housekeeping, reservations etc. Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests Cross Check, all billing instructions are correctly updated. Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy Supervising the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. Performs other duties as assigned, requested or deemed necessary by management Ensure Front office logbook and hotel logbook is always updated and auctioned upon Ensure safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. Participate in hotel committees and task force assignments. Assist all departments in servicing the guests during high volume periods. Takes responsibility in the absence of the Duty Manager / Front office manager Achievements: A member in opening teamwork. Creating all hotels’ room configurations during the setup of Fidelio hotel system Training the staff during the Pre-opening period

DUTIES AND RESPONSIBILITIES: Carry out duties to the standards as laid down in the standard of performance manuals. Ensuring all guests queries are handled promptly and efficiently. Ensuring all guest requests are met regarding room allocation i.e. VIP’s, traces etc To make follow up calls to guests after check-in to ensure guest satisfaction To comply with the hotel policy in relation to cash handling and the billing/credit policy of the hotel. To constantly liaise with the housekeeping department to ensure all guest requests are attended to To participate in the up-sell program to move guests into, suites and higher rated rooms. Answer telephones, transfer calls, take messages in line with the standard as set out. Act as a back up to the porter’s team by assisting customers with any requests or information that they require. Ensuring that work area is always maintained in a clean and organized manner. Ensuring that a proper handover is given from the shift to shift. Manage the AM/PM shifts in the front office making sure that all employees perform the tasks assigned to them and coordinate the front office activities with other departments. To attend the daily briefing as required, To act as a manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Implement and manage all standards relating to areas supervised. To monitor activities of all employees in the front office making sure they adhere to the guidelines set in the Front Office Manuals, employee handbook and hotel policies and procedures. Assisting in training and documenting all employees. Ensuring that we maximize occupancy and rate through the managing of the shift on a day-today basis. To promote a professional service orientated environment at all times. Ensuring that all registration cards and backup are stored in a file, organized and structured manner to allow for quick access at a future date. To assist the Front Office Manager and Deputy in implementing and enforcing financial controls throughout the front office. To control all PM accounts those are open. Ensuring that all bills are invoiced out in a timely manner with all backup attached

DUTIES AND RESPONSIBILITIES: Carry out duties to the standards as laid down in the standard of performance manuals. Ensuring all guests queries are handled promptly and efficiently. Ensuring all guest requests are met regarding room allocation i.e. VIP’s, traces etc To make follow up calls to guests after check-in to ensure guest satisfaction To comply with the hotel policy in relation to cash handling and the billing/credit policy of the hotel. To constantly liaise with the housekeeping department to ensure all guest requests are attended to To participate in the up-sell program to move guests into, suites and higher rated rooms. Answer telephones, transfer calls, take messages in line with the standard as set out. Act as a back up to the porter’s team by assisting customers with any requests or information that they require. Ensuring that work area is always maintained in a clean and organized manner. Ensuring that a proper handover is given from the shift to shift. Manage the AM/PM shifts in the front office making sure that all employees perform the tasks assigned to them and coordinate the front office activities with other departments. To attend the daily briefing as required, To act as a manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise. Implement and manage all standards relating to areas supervised. To monitor activities of all employees in the front office making sure they adhere to the guidelines set in the Front Office Manuals, employee handbook and hotel policies and procedures. Assisting in training and documenting all employees. Ensuring that we maximize occupancy and rate through the managing of the shift on a day-today basis. To promote a professional service orientated environment at all times. Ensuring that all registration cards and backup are stored in a file, organized and structured manner to allow for quick access at a future date. To assist the Front Office Manager and Deputy in implementing and enforcing financial controls throughout the front office. To control all PM accounts those are open. Ensuring that all bills are invoiced out in a timely manner with all backup attached

DUTIES AND RESPONSIBILITIES Serve guests by greeting, welcoming, directing and announcing them appropriately. Answer, screen and forward any incoming phone calls while providing basic information when needed. Receive and sort daily mail/deliveries/couriers. Maintain security by following procedures and controlling access (monitor logbook, Guests documents) Update appointment calendars and schedule meetings/appointments Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc. Checking in and out, procedures are implemented according to the hotel standard policy.

Information Systems, Programming

High School, High School

Edinburgh University Manager by Ministry of Tourism, Hotel Management

Edinburgh University Manager by Ministry of Tourism, Hotel Management

AHLA, Hotel Management

AHLA, Hotel Management

AHLA, Hotel Management

Ministry Of Education Of Spain, Spanish Language

Microsoft, MS Access