Sales Manager

• Aug 2021 - Present

Duty Manager

• Mar 2017 - Aug 2021

> Supervising daily shift operations and ensure that front desk agents follow the established policies and procedures in accordance with Hotel standards. > Review current day's expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. > Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. > Acting M.O.D for guests and other hotel departments in the absence of operations manager. > Promote the Marriott Bonvoy Travel Program; provide recognition and benefits to all present members. > Train, direct the work, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. > Ensuring Front office log book/ hotel log book is always updated and acted upon. > Processes daily cash reports and occupancy reports as required. > In the event of dissatisfaction, authorizing revenue allowances. > Coordinating and ensuring strong relationships with other departments such as - Housekeeping, Accounts, Food & Beverage, Human resources and Sales. > Ensure all necessary reports and forms are completed daily. > Supervised night audit operations, hotel's End of Day/End of Month procedures including monthly hotel folios, credit card settlement, Micros and Protobase settlement, and various other hotel reports as and when required. Show less

Housekeeping Supervisor

• Dec 2016 - Mar 2017

> Inspect and check the work of assigned employees to ensure cleanliness, sanitation, and orderliness of assigned areas. > Submit daily inspection and progress reports to Executive Housekeeper. > Responsible for the training of new staff. > Report all repairs to maintenance. > Coach, motivate and personal development of employees. > Report any misconduct to the Executive Housekeeper. > Work with Front Desk and Maintenance Departments regarding the status of rooms ensuring that guest requirements are met according to Hotel policy. > Ensure adherence to Hotel policy regarding security of bedrooms and keys. > Assist the Housekeeper in the daily checking of bedrooms and designated staff areas, public areas maintaining standards by Hotel policy. > Ensure the correct handling of lost guest property in accordance whit Hotel procedures. > Carry out opening and closing procedures as detailed in the standards & procedures while ensuring accurate completion of any reports. > Attend meetings as requested and contribute new ideas to the overall success of the operation. > Maintain standards of punctuality, uniform presentation and personal hygiene as required by Hotel policy. > Be familiar with appropriate action to be taken in the event of an emergency. > Ensuring all guest comments and complaints are acted upon in accordance with Hotel policy. > Ensure room standards are maintained. > Help to prepare work schedules to ensure all jobs are covered in assigned areas > Ensure purchasing and labour remains within budget constraints. > Updating regular labour forecasts. Show less

Guest Service Agent

• Jan 2016 - Dec 2016

> Proficient in using OnQ property management system.> Handle guest registration and room assignment pertinent to special requests in a timely manner.> Interact effectively with other departments and co-workers to create positive guest experience.> Check guest in and out ensuring that proper payment methods are applied to each guest folio.> Maintained up-to-date knowledge of all hotels and area of events and activities.> Provide information regarding hotel policies and activities in response to queries both on the phone and in person.> Responsible for guest accounts, including authorizing payments, guest refunds, room charges, and room adjustments.> Complete the daily Front Desk duty sheet.> Documented wake-up call request and printed contingency list of all guest in case of emergency.> Answer guest calls that come in and notify correct department for efficient handling. Show less

Housekeeping Attendant

• Jun 2015 - Dec 2015

> Ensure proper cleaning and turndown service as per requirement of guest rooms assigned.> Responsible for following the standard operating procedures.> Check vacant/clean rooms as per list handed at the front desk.> Report traces of smoke and/or cigarette and maintenance issues in guest rooms via daily task sheet.> Punch vacancy to the front desk via the telephone system.> Replenish and restock housekeeping kart with amenities and linen at the end of shift.> Follow up on the daily inspection report for V.I.P guest rooms and loyalty members.> Responsible for achieving and exceeding the guest satisfaction score.> Ensure security and privacy of guest rooms.> Follow all hotel’s fire, security, health and safety policies and procedures. Show less

Front Desk Agent

• Apr 2015 - May 2015

> Process guest arrivals and departures, including all necessary payments. > Daily reservations through third party sites. > Handle & coordinate room assignments and pre-arrivals. > Preparing room inspection report every week. > Handle guest complaints. > Offer referral for services and handle requests for information. > Assist with the check-in and check-out of groups and tours. > Process guest arrivals and departures, including all necessary payments. > Daily reservations through third party sites. > Handle & coordinate room assignments and pre-arrivals. > Preparing room inspection report every week. > Handle guest complaints. > Offer referral for services and handle requests for information. > Assist with the check-in and check-out of groups and tours.

Industrial Trainee

• Dec 2012 - Apr 2013