Experience

Ames Hotel

• United States
• Hospitality
• 1 - 100 Employee

• Acting Front Office Manager

  • Jan 2018 - Present

  • Involved in HOD briefings and meetings • Ensuring guest have smooth running stay at hotel by constantly asking and evaluating feedback • Monitor all executive floor to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure • Customer Satisfaction Review (Guest Feedback, Social Media Review) • Develop high quality relationships with guest throughout their stay • Handles any guest complains or contentious issues that cannot be settled by team members and provides a fast solution • Involves in recruitment of new team members for Front Office • Act as the bridge between front and back office • Showing initiative, problem solving, staff training and team leading • Integrates and trains employees, providing support for skills development • Ensures pricing policy and internal audit procedures duly applied • Supervise the management debtors, group and individual guest invoicing and cash • Prepare daily and monthly revenue report and circulate to all HOD’s as well as attending credit meeting with accounts department • Prepare room revenue and occupancy forecast and take action on rate strategy • Financial Performance (Up Selling, Room Revenue, Operation Auditing) Achievements: - • Set up new hotel Front Office Function within 6 months • Performed staff training for newly recruited 10 employees • Involved in creating SoP as per international standard and guidelines • Conducted handling guest complain training for Front Office staff members • Sales increased tremendously as the hotel rooms will be booked between 80 to 90% on weekends as I ensure high quality customer service given to customer by staff members • Choosing Hotel’s Property Management System to run day to day business • Built a good staff relationship where it contributed to highly motivated staff with low level of turnover Show less