Experience

DoubleTree by Hilton Sharjah Waterfront Hotel & Residences
• United Arab Emirates
• Hospitality
• 1 - 100 Employee
• Front Office Supervisor

  • Jul 2022 - Present

Float Club Dubai
• Reservations Agent

  • Oct 2021 - Jul 2022


Rotana Hotel Management Corporation PJSC

• United Arab Emirates
• Hospitality
• 700 & Above Employee

• Front Desk Agent

  • Mar 2018 - Nov 2020

  •Responsible in providing professional and customer focused service to our guests, ensuring that their stay will become a memorable experience to make them feel expected and welcomed •Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure •Receive guests in a professional and friendly manner, satisfying guest expectations from arrival till departure •Maintain effective communication with all related departments to ensure smooth service delivery •Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels •Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner •Maintain an up to date knowledge of hotel and local services, supply information and respond to guest queries •Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy •Ensure all guest registrations are completed and correspond with Opera PMS guest information •Ensure guests are personally greeted by name, if known and escorted to their room •Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests •Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries •Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels •Accurately administer Front Desk cashiering standards and comply with all laid down policies and procedures •Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges •Maintain the privacy of all guests by ensuring that no details of the guests are disclosed •Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings. Show less



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Guest Experience Agent

  • Dec 2017 - Feb 2018

  Answer, record, log, and process all guest calls, requests, questions, or concerns. Operate telephone switchboard station. Process guest requests for wake-up calls, screening calls, do not disturb, call forwarding, conference calls, TDD relay calls, and non-registered guest calls. Advise guest of any messages received. Monitor busy or unanswered lines, check back with callers on hold to update status, and offer to take a message. Receive, record, and relay messages accurately, completely, and legibly. Activate/deactivate guest room message lights as appropriate. Instruct guests on how to access the internet; transfer guests with problems to provider's customer support line. Test communications equipment to ensure it works properly. Respond to special requests from guests with unique needs. Contact appropriate individual or department as necessary to resolve guest call, request, or problem. Follow up with guests to ensure their requests or problems have been met to their satisfaction. Dispatch bell staff or valet staff as needed. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals. Comply with quality assurance expectations and standards. Show less



Jumeirah Group / Jumeirah Hotels & Resorts

• Guest Service Executive

  • Nov 2016 - Dec 2017

  •Give a warm welcome to guests on arrival and register them as well as issuing room keys •Take payment from guests on departure and close their bills correctly. •Assisting guests throughout their stay with any requirements. •Sell rooms to walk-in guests at the maximum rate possible. •Ensures the Guest Services Desk is manned, operationally prepared and stocked at all times. •Maintains the privacy of all guests by ensuring that no details of the guest are disclosed. •Update all information given by guests on the Registration Card into the Front Office PMS System in a timely matter and making sure that all required information has been provided. •File all Registration Cards for in-house guests in appropriate buckets and perform regular bucket-checks. •Neatly file registration cards of departed guests by date and in alphabetical order. •Scan the passport of every guest on arrival and safe the data correctly for the CID Report. •Log and keep the immediate supervisor fully informed of all challenges, negative feedbacks. •Introduce guests to the Hotel’s Loyalty Club Programme Show less



Novotel Phuket Vintage Park

• Thailand
• Hospitality
• 1 - 100 Employee

• Guest Relations Officer

  • Dec 2014 - Nov 2015

  •Welcome guests during check-in and giving a warm farewell to guest while checkout •Handling guest complaints and concerns in an efficient and timely manner •Overseeing VIP guests, arrivals and departures •Possess detailed information about the Hotel, city as well as the competition •Detailed information regarding arrivals and room requirements. •Have up to date information on daily room occupancy •Maintain all guest folios in the manner instructed and type out necessary guest likes and dislikes to the appropriate fields on the profile •Perform basic cashier activities as and when required. •Build a good rapport with all guests and resolve any complaints quickly to maintain high quality service •Deal with guest requests to ensure a comfortable and pleasant stay •Assist in dealing with customer complaints in an effective and courteous manner •Act as an Ambassador of Guests’ comfort and their well-being •Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort •Give proper and complete handover to the next shift Show less