Experience

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  Mercure gold hotel - al mina road dubai

  Jan 2013 - Jan 2014

  Guest service agent

  Welcome guests up on arrival and check in according to standards and procedures. Providing information and assist all guest inquiries. Taking reservation at the Counter when reservation department is closed or guest relation officer not available. Check the current position of the hotel on a daily basis. Sell rooms via walk-in and telephone calls. Able to deal with different nationalities. Check out guest courteously and accurately. Familiar with all rooms types and rates in the hotel.Answering and handling calls in professional manner. Creating VIP arrival report on daily basis.Updating CID system. Familiar with hotel facilities and functions as well as major city attractions and events and provide guest with accurate information as request.Handle the foreign currency exchange.Flexible for any shift or duty timings. Show less

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  Mövenpick hotels & resorts

  Oct 2014 - Jun 2015

  Guest relations agent

  • Greets guest upon arrival ensuring they feel expected and welcome. • Ensures that the guest receives the accommodation he/she is expecting. • Maintains an awareness of guest profiles through Opera and up date guest history. • Deals swiftly, efficiently and sensitively to the guest complaints and ensures follow through. • Using PMS Opera by processing accounts from check-in through to check-out, ensuring accurate posting of food and beverage and ancillary charges. • Receives payments by cash, cheque, credit card or account, adhering to the company credit policy at all times. • Accurately administers front desk clerical systems and procedures. • Provided currency exchange service. • Knows the days FOREX and records it . • Makes foreign exchange for guests, recording each transaction in guest folio. • Receives pre payments for Banquet functions. • Ensures balance of accounts of the days business at end of shift. • Complies with all laid down system and procedures. • Records all instances of refused business, with reasons of refusal. • Regularly checks the reception is organized and operating in an efficient standard and checklists are completed and forwarded to Assistant Front Office Manager. • Promotes the hotels outlets and special events at all times and act as a F&B ambassador. • Providing group check in for layovers and cabin crew on daily basis. • Recognising and creating VIP Reports.• Communicating with Room Service and Kitchen about the room amenities.• Maintains awareness if sales opportunities, maximizing revenue meeting or exceeding guest expectations. • Maintains an awareness of competitor rates and occupancy levels. • Maintains an awareness of rate levels to be sold on a daily basis and occupancy level. • Co-operates in the performance of any reasonable task requested by the Management. • Adheres to all hotel policies and procedure. Show less

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  Desert gate tourism

  Jul 2015 - Apr 2016

  - Promoting and marketing the business- Dealing with customer queries and complaints- Providing advice about excursions and city sightseeing- Plan, describe, arrange, and sell itinerary tour packages and promotional travel incentives offered by various travel carriers- Provide customer with brochures and publications containing travel information, such as local customs, points of interest, or foreign country regulations.- Maintaining statistical and financial records.- Meeting profit or sales targets.- Preparing promotional materials and displays. Show less meeting guests at the airport;escorting guests to their accommodation;organising and hosting welcome meetings;selling and organising excursions and other activities;selling car hire and other services;responding to clients'​ queries (this may involve being on duty for set times each day);handling client issues, such as: lost luggage or passports; allegations of theft or other crimes; problems with rooms; and health problems, injuries;dealing with unforeseen 'non-client'​ problems, e.g. flight delays, resolving any conflict with or between clients;establishing and maintaining relationships with local hoteliers, apartment owners, excursion agents and travel companies;maintaining an in-depth knowledge of the resort and the local area in order to answer clients'​ questions;accompanying customers on excursions and acting as a guide;organising and supervising children's activities and ensuring they are in a safe environment;taking part in and organising daytime and evening entertainment;checking hotel standards and safety procedures;completing risk assessments and health and safety checks;keeping basic accounts and records, and writing reports; Show less

  • Experience Advisor Sales

    Jun 2015 - Apr 2016

  • Hotel Representative

    Jul 2015 - Aug 2015
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  Rixos hotels

  May 2017 - Feb 2019

  Guest relations officer / reception

  • Pre-Opening- Preparing detailed SOP's for each guest relations task- Creating required files and checklist for the operation ----- Receive and follow up complaints in professionals manner until guest satisfaction - Escort and show around the rooms and facilities of the property - Creating daily VIP reports- Order VIP amenities and ensure the amenities / set ups has been placed as per the standards - Inspecting the rooms prior to VIP arrival and ensure the room is made up as per the hotel standards - Check in / Check out the guest- Daily screening and replying guest comments on social media; TripAdvisor, Booking.com etc. - Giving daily courtesy calls to the guest and ensure guest is satisfied - Visit restaurant on daily basis during breakfast and collect guest comments about the hotel and ensure problem is solved and guest is happy Show less

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  Millennium hotels and resorts

  Mar 2019 - Aug 2019

  Front office supervisor / duty manager / night manager

  • Pre-Opening - Supervise the efficient operations of reception including check in/out procedures- Support team members in handling guest requests and enquires to ensure a positiveoutcome is achieved- Relieve Night Manager and prepare all required reports - Resolve customer issues, complaints, problems in a quick, efficient manner to maintaina high level of customer satisfaction and quality service. - Allocate rooms to expected arrivals after checking the guests preferences and specialrequests. - Have a thorough knowledge of emergency and security procedures- Participate in lobby to interact with guests on an individual level, thus creating arelationship and culture that will result repeat stays. - Lead and develop the team. Show less

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  Kempinski hotels

  Sept 2019 - Nov 2019

  Assistant guest relations manager
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  Sofitel dubai the palm

  Dec 2019 - Mar 2020

  Duty manager

  Position redundant due to Covid-19

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  Five hotels and resorts

  Dec 2020 - Dec 2022

  Duty manager
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  Radisson beach resort palm jumeirah

  Dec 2022 - Sept 2023

  Assistant front office manager
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  Dukes the palm, a royal hideaway hotel

  Oct 2023 - now

  Front office manager