Front Office Manager

• Nov 2018 - Present

Front Office Manager

• Aug 2017 - Oct 2018

Duty Manager

• May 2016 - Aug 2017

To oversee the operation of the Hotel while on duty and, ensure that a consistently high standard/quality of service, product and customer care is delivered at all times, while reporting to the Deputy General Manager.To anticipate guest needs in order to enhance quality service and in turn enhance guest satisfaction.To promote a helpful and professional image to the guest, and give full co-operation to any guest requiring assistance, with a prompt caring and helpful attitude.To assist with the management of the hotel’s daily operations, ensuring delivery of exceptional guest service from each department.To assist with all Hotel departments when they are busy.To ensure prompt resolution of customer complaints.To handle various tasks at one time while maintaining professionalism and a calm approach.To make sound decisions in a fast-paced and busy environment, sometimes in the absence of the Deputy General Manager.To have full knowledge of the hotel and all departments within and what they consist of.To report accidents & fill out accident report forms where necessary.To be the Best Employee by creating awareness and complying with the standards set by our Guest Service Excellence programme. To attend training sessions as necessaryTo cover Reception and food & beverage departments where

Human Resources

• Jan 2016 - Feb 2017

candidate interviews with hiring managers using MS Outlook, email and phone.Maintain candidate files and schedule changes in a timely and efficient manner. Posting job descriptions to job boards and approved websites.General Admin duties including filing, data management and reporting.Screen applications and conduct telephone interviews ScheduleConduct new employee orientationsOrganise and maintain records of traineesSupporting Office to carry their day to day operationMaintaining CV database on daily basis

Auditor

• Feb 2015 - Dec 2015

• Assisting in the daily operation of the Front Office and ensuring compliance with the Marriott Operating Standards to maintain brand integrity. • Leading the night team and identifying and developing staff training. • Maintaining Health and Safety Standards in the Front Office.• Compiling financial reports - Analysing refunds/rebates and overall revenue for each department.• Responsible for resolving any issues with guest services during the night.• Check in/ check out of guests & closing out their accounts’.• Proficient in IT systems such as Opera, Fidelio and Microsoft Office 2010.

Front Office Manager

• Jul 2006 - Dec 2014

• Customer care and the successful resolution of customer complaints• Supervising a team of fifteen, arranging rosters, staff training and personnel development• Product knowledge and service training – training programs/schedules for newly hired staff• Effective use of IT systems Lotus Notes, Shipstar, POLAR, Microsoft Word, Excel, Outlook and Powerpoint.• Excellent telephone ettiquette, taking bookings and inquiries• Assisting with onward travel arrangements and any visa issues for passengers.• Liasing with senior management to ensure accurate paperwork in accordance with the organisation’s requirements and to maintain confidentiality• Handling the sale of Shorex Excursions for Alaska, the Baltics, Canada, Caribbean and Mexico• In-Charge of Pre-Cruise Itinerary set-up, along with printing of tickets as per the Pre Reservations File.• Submitting daily ‘End of Day’ (EOD) and ‘End of Cruise’ (EOC) reports to the Hotel General Manager and Customer Services Director• Maintaining a safe working environment in accordance with Health & Safety Regulations.• Assist Crew Member and HR manager with issues related to the Crew.• Organising Crew Events and Crew Function as per the policy of Company.• Dealing with emergency situation in regards to crew welfare and Payroll inquires.• Arranging monthly training with various departments and ensure its being conducted.