Experience

Dusit Thani Dubai

• United Arab Emirates
• Hospitality
• 100 - 200 Employee

• Front Office Manager

  • Jul 2021 - Present

  • Managing day-to-day operations and assignments of the front desk department.• Planning, assigning work, developing and communication departmental strategies, goals, enforce policies and procedures.• Achieve established goals related to guest satisfaction scores.• Participate in the preparation of the annual departmental operating budget and financial plans. • Managing day-to-day operations and assignments of the front desk department.• Planning, assigning work, developing and communication departmental strategies, goals, enforce policies and procedures.• Achieve established goals related to guest satisfaction scores.• Participate in the preparation of the annual departmental operating budget and financial plans.



Military

• National Service

  • Feb 2019 - Jul 2021

  • Ongoing national service for 1 year and 4 months. Expected date to accomplish the program on May 2020. • Ongoing national service for 1 year and 4 months. Expected date to accomplish the program on May 2020.



Dusit Thani Dubai

• Duty Manager

  • Sep 2017 - Jan 2019

  • Meet regularly with upper management to stay informed on company concerns.• Understand all credit procedures and ensure they are applied.• Work with management to assess and improve processes and policies.• Help management create the department’s budget.• Monitor and report on revenue and cash flow.• Keep track of monthly, quarterly and yearly goals.• Oversee security of the facility.• Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc.• Train new hires.• Address employee complaints or performance issues as needed.• Motivating employees.• Check in with employees regularly to determine satisfaction.• Engage Guests in conversation and provide general assistance.• Meet and greet VIP Guests and major corporate clients upon arrival.• Monitor Guest satisfaction reports and implement actions to improve results.



Dusit Thani Hotel

• Cross Training Exposure (Waiter)

  • Aug 2015 - Jan 2016

  • Greet guests and present menu to them. • Inform guests about the special items for the day and menu changes if any.• Suggest food and beverages to the guest and also try to upsell.• Take food and beverage orders from the guest on the order taking pads or on the handheld Point of sale (POS) system. • Obtain revenue, issue receipts, accept payments, return the change.• Co - ordinate with the bus person, kitchen staff, bar staff to ensure smooth operation and guest satisfaction.• Serve food and beverage to the guest as per the course of order.• Observe guests and ensure their satisfaction with the food and service.• Respond to guest with any additional request.• Assist bus persons with stocking and maintain the restaurant par stock levels and side station.• Help other areas of the restaurant such as answering telephones and completing financial transactions.• Print closing report and drop the cash with the front office / accounts department.• Tally the Credit Card settlements for the day with the batch closing report from EDC machine.• Close the shift on the POS terminal.

• Cross Training Exposure (Bellboy)

  • Jul 2015 - Jul 2015

  • Assist customers with their bags and luggage. • Courteously greet customers and provide them high quality service. • Escort guests to their respective hotel rooms. • Occasionally park and retrieve guest’s vehicles. • Assist the customers with their needs. • Explain to the customers the hotels rules, show them how to use hotel facilities, room features such as TV, Radio, Bathtubs.



Dusit Thani Hotel

• Cross Training Exposure (Room Attendant )

  • Jan 2014 - Jun 2014

  • Ensure security of guest rooms and privacy of guests. • Responsible for achieving and exceeding the guest satisfaction score.• Authorise to enter in guestrooms for cleaning and providing turndown services as per requirement.• Replenish amenities according to the operational standards.• Deliver and retrieve items on loan to guests e.g. iron and ironing boards• Cleans guest bathroom/bed room/floor corridor.• Responsible for replenishment of guest complimentary water.• Responsible for the cleanliness.• Attends to guest calls, guest requests /guest complaints in the area assigned.

• Cross Training Exposure (Laundry Driver)

  • Apr 2014 - Apr 2014

  • Collect and deliver products to and from various locations. • Load and unload products. • Verify all items listed on document are loaded and delivered. • Report any complaints promptly to manager. • Adhere to safe storage and handle procedures. • Drive vehicle with extreme caution and within speed limits; and maintain valid license.



Dusit Thani Dubai

• Government Sales Manager

  • May 2013 - Dec 2013

  • Understand the nature of the competitive market, to research and compile intelligence on selected markets and accounts so us to understand the buying behavior of customers and the criteria for hotel selection.• Attend and participate in regular sales meetings to update colleagues and management on the current status of sales account activity.• Present weekly and monthly sales account reports to the Director of Sales and Marketing that accurately reflects sales account management and the performance of designated accounts.• Contribute to the Sales and Marketing Plan by supplying relevant data on market conditions, changes in account dynamics, new business development and sales retention.• Share important account updates with members of the hotel team including other departments so that key personnel have important feedback on the current status of accounts.• All other duties relevant to the successful management of key accounts.• To tailor sales presentation based on a close understanding of customer preferences and corporate variables that influence the client priorities.• Determine the key players in government account and to identify the role that each member plays in the purchasing process and to adopt an account strategy that maximizes the potential revenue conversion for Dusit Thani Dubai.• Plan sales call activity to optimize revenue conversion based on key selling priorities determined and agreed with the Director of Sales.

• Reservations Agent

  • Jan 2013 - Apr 2013

  • Recording and processing all reservation inquiries made by phone, fax, or email accurately and efficiently and to convert to a sale whenever possible in order to meet hotel targets, including rooms, restaurants and golf club reservations.• Ensure that reservation telephones are attended at all times during scheduled hours and complying with the set standards of salutations and telephone etiquette.• Ensure that quality of reservation is maintained in terms of guest details, outlet bookings etc.• Ensure that the minimum response time is maintained for all reservation requests.• Record and process reservations made by phone/fax/email, website and GDS.• Maintain a high level of product and service knowledge about the Hotel and Restaurants.• Maintain knowledge of special rates/ offers/ promotions.• Maintains high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence.• Process amendments to reservations such as extensions, early departures, etc. based on availability and strategies.

• Government Relations Officer

  • Feb 2008 - Dec 2012

  Managing Government Relations Activities:• Manages and ensures that various licenses requested for hotel, hotel associates or guest are filled and obtained on time.• Files visa applications for guests and employees and ensures a timely approval.• Maintains a weekly cost overview with detailed justification.• Arranges the coordination of associates’ departures at the airport at the end of their contract to ensure visa cancellation.• Assists the Sales Department with leads from local companies and Government institutions.• Works with relevant government agencies or departments to ensure documents are processed properly.• Maintain good relationship with stakeholders.Managing Legal and Compliance Practices:• Ensures that front office maintains a proper guest passport file system.• Ensures compliance with regulations relevant to Government Relations transactions and activities.• Provides guidance to other departments to ensure that employees have the necessary documents.