Night Manager

• Oct 2021 - Present

Creates incentives that will promote better service and profit for the hotel. Works with the leadership team of the hotel to identify and implement action plans to prevent the reoccurrence of guest issues. Directs, monitors and assist all overnight staff. Assists in the response and resolution of all guest issues received directly from guests or from Guest Relations. Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Monitors Guest Voice and Social Media closely to assure full guest satisfaction Takes over chef duties during absence in preparing room service orders at brand standard Facilitate 15 minute training to hotel about the Executive Lounge on a monthly basis Ensure that all Guest’s receive personal service to the highest degree of courtesy and to be informed of the hotel’s facilities Always use correct telephone etiquette ensuring that all LSOPs are adhered to Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers etc. unless authorizes by a manager. Conduct Brand Standards Self Audit on monthly basis, report findings to RDM, FDM Be knowledgeable about all tools given by GXP to ensure guest are being greeted by their Marriott Bonvoy status upon check in and preferences and special request met To contact VIP’s and regular guests on arrival, to give courtesy calls whenever required To inspect with documentation all VIP and repeat guest’s rooms prior to their arrival. Also keep a check on the room during their stay • To prepare welcome letters and gifts if required during your shift Check arrival lists daily for special arrivals Be able to answer guest complaints in person and in writing via Customer care and GSS. To handle guest complaints immediately and deal with them straight away; Show less

Assistant Night Manager

• Sep 2019 - Dec 2021

Assistant Night Manager

• Sep 2019 - Dec 2021

Night Auditor & receptionist

• Oct 2017 - Nov 2018

Answer inquiries pertaining to hotel policies and services, and resolve occupants' complaints. Monitor the revenue activity of the hotel or facility.Greet, register, and assign rooms to guests of hotels or motels. Contact housekeeping or maintenance staff when guests report problems. Make and confirm reservations.Prepare, examine, or analyze accounting records, financial statements, or other financial reports to assess accuracy, completeness, and conformance to reporting and procedural standards. Show less

Account Executive

• Apr 2014 - Jun 2014

working as Intern working as Intern