Noel Ernest

Experience

• 

  The Z hotel

  Dec 2012 - Apr 2013

  Guest Service Agent

  • Performing credit and cash payment accordingly • To tell and show the guest what they have expect from our service• Handling Availability enquirers according to the guest needs• Handling Incoming and Out going calls• Kept records of room availability and guests' accounts, manually or using computers. • Computed bills, collected payments, and made change for guests. • Performed simple bookkeeping activities. • Issued room keys and escorted instructions to bellhops. • Reviewed accounts and charges with guests during the check-out process. • Posted charges, such as those for rooms, food, liquor, or telephone calls, to ledgers • Transmitted and received messages, using telephones or telephone switchboards. • Contacted housekeeping or maintenance staff when guests report problems. Show less

• 

  Ocean Paradise Resort & Spa Zanzibar

  Jan 2013 - May 2014

  Guest Service Agent

  • To Preforming check-in and check-out accordingly to the standards• Arrange for shuttle services, if required;• Block and pre-register for guests as instructed• Communicate with all hotel departments efficiently, and maintain the function board• Complete all transactions and daily deposits, and verify float counts• Confirm sufficient supplies are ready and available to last the entire shift• Ensure incidental services (movies, phones, video games, etc.) are active or restricted• Explain all hotel amenities, hours of operations and hotel policies to guests• Greet each guest in a friendly and polite manner• Keep track of Lost & Found items• Handling guest complaining in effective manner• Performing credit and cash payment accordingly• To tell and show the guest what they have expect from our service• Handling Availability enquirers according to the guest needs• Handling Incoming and Out going calls• Allocating guest rooms Show less

• 

  DoubleTree by Hilton

  May 2014 - Feb 2015

  Senior Front Office Supervisor

  • Handling all guests complains in an effective manner.• Evaluate the performance of associates and provide appropriate feedback.• Provide outstanding services and ensure customer satisfaction. • Communicate with all hotel departments efficiently, and maintain the function board• Manage incoming and outgoing mails and calls. • To Post charges to customers and handle card and cash transactions. • Assign the next day arrival room accordingly to the guest request• Ensure flow of communication within the department staffs• Supervise guest service agent and bell boy associates in their assigned job duties.• Educate associates on safety, emergency and security procedures• Perform guest expectation for Hilton standards services• Ensure Front office log book and hotel log book is always updated and action upon• Build strong relationships and liaise with all other department's especially housekeeping, reservations etc.• Remarkable and effective listening abilities and strong judgment skills• Coach, counsel and discipline employees when necessary, using proper documentation and proper techniques.• Strong ability to maintain physical stamina and proper mental attitude to deal effectively with owners, guests, management, employees, and outside contacts while working under pressure and meeting deadlines• Takes responsibility in the absence of the Duty Manager / Front office manager Show less

• 

  DoubleTree by Hilton

  Jun 2015 - Mar 2017

  Assistant Front Office Manager

  • Oversee the entire front office operation to maintain high standards • Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement• Ensure regular and V.I.P guest are recognized and front office department operates with a sales attitude and promotes the hotel brands loyalty scheme.• Maximize room occupancy at best rates and use up-selling techniques to promote hotel service and facilities.• Setting departmental objectives, work, schedules, policies and procedures• Monitor the appearance, standards and performance of the front office team members with an emphasis on training and teamwork.• Ensure team members have current knowledge of the hotel products, service, pricing and policies as well as knowledge of local area.• Maintain good communication and working relationship with all hotel departments.• To promote a helpful and professional to guest and staff and give full co-operation to any guest or colleague requiring assistance in a prompt helpful manner.• Review arrival list for all V.I.P to check room allocations, amenities and special requests• Handle any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution Show less

• 

  Cenizaro Hotels & Resorts

  Apr 2017 - Nov 2017

  Assistant Front Office Manager
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  DoubleTree by Hilton

  Dec 2017 - Mar 2019

  Front Office Manager

  • Overseeing the entire Front Office department and ensuring that the day-to-day operations flow efficiently and consistently so as to achieve maximum guest satisfaction.• Tracking occupancy statistics on a daily basis to ensure that the hotel achieves maximum room revenues as per the budget.• Ensuring that all guests inquires and complaints have been promptly addressed.• Ensuring that dissatisfied guest are acknowledged immediately and attended to without delay.• Participating in the daily morning brief and advising all department head about the daily rooms activity and any other relevant information• Ensuring an adequate supply of hotel literature and order printing as needed.• Ensuring presence in the Front Office at all times in cooperation of the Supervisors.• Ensuring all staff report on time and to track the weekly attendance and make sure that grooming standards are met at all times• Ensuring that fair and equitable discipline for all Front Office staff is maintained in accordance with the hotel’s disciplinary procedure.• Assisting when necessary, which may mean coming in when on duty Show less

• 

  Four Seasons Hotels and Resorts

  Mar 2019 - now

  - Assign and instruct Rooms Division Department Managers in details of work. Observe performance and encourage improvement. - Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests- Supervise the budgeting, forecasting, training, motivating and staffing of the Rooms Department including: Housekeeping Services, Front Office, Concierge and Guest Services and Spa.- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.- Work closely with the General Manager in establishing and monitoring policies and guidelines in the day to day operation of the hotel to ensure profitability and consistency. Solve problems of detail that come up in the course of the work.- Conduct daily walk through to ensure quality standards and cleanliness in front and back of the house areas.- Coordinate with revenue Management and Sales to maximize room occupancy, rate and profits Show less * Oversee front office operations and insuring guest movement at the lobby at followed as per standards* Evolve leadership skills within my team and all team members at the lodge and out side the lodge* Insure customers satisfaction are meet from the check in to the check out.* Prepare training's topics and coordinated to people and culture so can be derived to line staff* Attending cooperate meetings incase of any aspects of standards updates or new implementation * Meet and greet all arrival guest and insure all their needs are well acknowledged and arranged accordingly * Offer farewell to every departure and get feedback on how their stay was.* Insure transport / game drive activities are well arranged according and billing to guest folio* Inspecting safari vehicles and insure all necessary tools and driver is well groomed and aslo isure arrival experience is done as per standard * Arrange training to lodge assistance managers as per operation needs* Insure groups bookings are well blocked in the system and itinerary is well prepare and shared to other departments * Overview vehicle movements according to booking and outsource extra vehicle on time when needed and insure the driver is fully aware of our standards * Inspecting arrival rooms and insure cleaning and amenities setup is done according to guest status * Insure up selling target are meet every month by insure training and reminders are done to the team so can be archived * Prepare end of the month reports and send to respective areas. Show less

  • Assistant Director of Rooms

    Oct 2022 - now

  • Front Office Manager

    Mar 2019 - Oct 2022