Experience

Holiday Homes
• Bulgaria
• Hospitality
• 1 - 100 Employee
• Reservations Coordinator

  • Sep 2022 - Present


Sofitel Dubai Downtown

• United Arab Emirates
• Hospitality
• 200 - 300 Employee

• • Jul 2021 - Nov 2021

• • Sep 2019 - Aug 2021

• • Mar 2018 - Sep 2019

  JOB SUMMARY* Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all policies. *ESSENTIAL DUTIES AND RESPOSIBILITIES:* * Checks in guest in an efficient and friendly manner, using guest name whenever possible. * Assures that guest is assigned type of room requested and the correct rate is charged. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. * Settles bill accurately through credit card or cash transaction. * Maintains a balanced bank assigned by the hotel. * Makes change, cashes checks, and exchanges foreign currency. Reconciles all transactions at the close of each shift. * Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. * Responds to all guest requests in an accurate and timely manner. * Interaction with guest will be in person and by phone. * Utilizes a variety of computer systems to check guests in and out, run daily reports and selected block rooms for arriving guests. Works harmoniously and professionally with co-workers and supervisors. * Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. * Maintains a good working relationship with Front Office personnel as well as with other department’s personnel. * Maintain effective communication with all Front Office sections and the hotel departments. Show less

• • Apr 2014 - Sep 2019

  Part of the Opening Team, doing multitasking job.Responsible to ensure that all calls received are answered quickly.Attending all guest requests and ensuring it was delivered on time (e.g.housekeeping request /in room dining request).Transfer calls to designated area or department.Ensuring the privacy/confidentiality of the information or guest name,ensuring not to transmit any guest name or guest history information.Ensure that any wake up call requested by a guest is performed at the exact time. Responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled.Ensuring when receive a message for a guest to take all the information and record them carefully. Ensure that the guest has well received the message with full information.Encode and forward guests concerns to authorized personnel that will further assist the concern of the customer.Leading the team for giving the guest full satisfaction. Show less



Sheraton Mall of the Emirates Dubai

• United Arab Emirates
• Hospitality
• 1 - 100 Employee

• Guest Service Agent

  • Feb 2013 - Mar 2014

  Part of the Opening Team, doing multitasking job. Responsible to ensure that all calls received are answered quickly. Attending all guest requests and ensuring it was delivered on time (e.g.housekeeping request /in room dining request). Transfer calls to designated area or department. Ensuring the privacy/confidentiality of the information or guest name,ensuring not to transmit any guest name or guest history information. Ensure that any wake up call requested by a guest is performed at the exact time. Responsible to ensure that the reports are collected from the Front Desk and that the discrepancy with the operator records is controlled. Ensuring when receive a message for a guest to take all the information and record them carefully. Ensure that the guest has well received the message with full information. Encode and forward guests concerns to authorized personnel that will further assist the concern of the customer. Show less



Pullman Dubai Mall of the Emirates Hotel

• • Jun 2012 - Feb 2013

  Pre opening team. With full knowledge about the hotel outlets and menus.Making the booking and record it with full details. Aware on a daily basis the dishes of the day and have a good knowledge of Room service menu with all characteristics. Attentive to get all details of a Room Service order, asking the accurate questions. All will be carefully post in the Micros. Ensure that the order is sent on time and reconfirm with the guest if it is reaching his expectations. Have a good knowledge of the in house guests, especially all the VIP and will mention their name on the phone as often as possible. Answer all guest requests regarding the housekeeping issues.Understands properly the request and will record the full details in the Log sheet. Ensure that the request has been followed up on time and will reconfirm with the guest that the proper follow up has been made.Ensuring the guest satisfaction by anticipating guests needs and doing follow ups. Show less

• • Jun 2010 - Jun 2012

  Pre opening team. To attend guest request to full satisfaction.To maintain hotel property in a good condition.To maintain cleanliness in the guest rooms and corridors.To arrange well the pantry.Follow the superiors task and managers as per standard.