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概要
I am a motivated, organized and responsible individual with an extensive background in Front office operations, which I gained by working through all positions in the department. A very organized individual in every aspect of life, I like to set goals and aim driven to achieve them within a deadline. I am an intuitive communicator who has the expertise to build excellent relationships with multi-national customers, and team members. I aim to deliver the highest standard of service to guests at the same time, I am approachable to the team in any situation.Â
工作经历
Front Office Duty Manager
Responsible for the daily smooth operation of the front office department.
Relieving Assistant Front Office Managers as well as Night Manager on their days off, handling all guest complaints and service recovery procedures.
Champion of up selling (Incrementa) and Training Champion for the department.
Keeping track of all online reviews to ensure a fast response to all comments to build loyal and repeated customers. To analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.
Monitoring departmental expenses as per the allocated budget.
Liaise with the Accounting Department for accounting and auditing related front office procedures.
Night Manager
Ensure the efficient running of the night operations in the hotel and oversee the entire overnight staff of the hotel as well as the Front Office operations overnight, including the Reception, CID, Bell Desk, Concierge, Guest Relations, Business Center, Drivers and Valet Parking.
Ensure proper coverage and supervision of all the areas at all times during the night.
Ensure that the privacy of the guests and the confidentiality of the information are respected.
Manage any guest complaint in a professional manner by resolving it and making sure the guest is satisfied.
Manage overbooking scenarios to provide a positive outcome for any guest.
Front Office Supervisor
Monitor all arrivals, ensuring all requests are carried out smoothly.
Ensure all reservations are honoured or dealt with as quickly and smoothly as possible.
Ensure the VIP program is in place and colleagues adhere to it daily.
Control operation in the lobby and at the main entrance.
Handle guest complaints and queries prior to their arrival, during their stay and after departure in order to gain their loyalty.
Record any major incidents and important information in the Duty Manager logbook.
Guest Service Agent
Report to Front Office Supervisor.
Attend to the guest, check-in, check out, handle cashier, up selling.
Follow all SOPs as per Quality Assurance Standards.
Ensure individual and departmental targets are met.
Demonstrate excellent customer service skills.
Provide guest VIP treatment in the Executive Lounge.
Assist guests in the business center.
In charge of sending the reports to CID.
Telephone Operator
Report to Guest Service Supervisor.
Follow telephone etiquette as per hotel standards.
Ensure good first impression over the phone in a polite manner and clear communication
Preparing Guest Ware reports.
Assisting Night Manager in preparing the report for General Manager and Head of Departments.
Handling the guest requests and follow up.
Taking a message for in-house and arrival guests.
Providing wake up calls.
