Areas of responsibility include Front Office, Business Center, Retail/Gift Shops, Housekeeping. Set departmental objectives, work schedules, budgets and policies and procedures. Managed successfully Rooms Division in re-branding period. Restructure the rooms division to be more efficient. Instruct and to coach the team on how to meet and exceed each guest expectations. Carried out program ensuring 100% guest recognition. Secured maximum yield in close co-operation with Sales and Marketing Manager, Revenue Manager and General Manager. Control all expenditures as well as budget sets. Ensure uniforms, linen and toweling and all relevant operating equipment is controlled and sufficient for hotel needs. Daily spot checking of guest rooms and public areas to ensure standards are maintained. Provide daily hands on leadership and guidance to all staff. Develop and monitor departmental budgets. Ensuring budgets set are achievable. Ensure expenditures are kept within budget. Trainings.

Oversees the entire Front Office operation to maintain high standards. Handling Recruitment, Training, Counseling, Performance Evaluation and Discipline in department. Established a comprehensive training program for Front Office. Handle Finance Operations, payments, credit handling, loss and profit evaluation, bank accounts in Front Office Department. Ensure team members have current and up-to-date knowledge of hotel products, services, pricing and policies. Assist with other departments as necessary

Responsible for all aspects of the five star* hotel that go on overnight. Was ready to respond to a variety of situations such as late check-ins, intoxicated guests and loud parties. Undertake additional administration duties, as requested by general manager. Responsible for all financial operations in the hotel through the night shift

Work directly with the General Manager to manage all activities of the property including employees, maintenance, sales, and profit/loss controls. Meets regularly with high and mid-level officials of relevant ministries as well as international organizations and other goverment bodies to identify ways to cooperate and to discuss ongoing events. Direct and manage property operations to assure optimum performance and continual improvement in key departments like guest relations, housekeeping department, security department, and reservation departments. Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel.

Managed a team of 23 including the Front Desk Supervisor, Front Desk Hosts, Bell Staff, Reservations, PBX Operators, Night Auditors, Fitness Center and Courtesy Car Drivers. Performed day to day running of Reception, ensuring check in and check outs ran smoothly and to all Excellence Hotels standards. Coordinate front office activities of the hotel and resolve problems arising from guests’ complaints, reservation unusual requests and inquiries. Assigns duties and shifts to front office staff and observe performances to ensure adherence to policies and established operating procedures of the hotel. Recruited, trained management team to deliver courteous, professional guest service by front office staff consistent with company’s service standards.

Followed the night audit procedure and oversee the safety and security of the hotel, as well as handle any enquiries effectively and efficiently. Ensure that all areas of the venue, equipment and grounds are kept secured so that all visitors and employees benefit from a safe, secured environment. Assist with the health and safety and fire prevention at the venue and monitor all fire/intruder alarm systems, including assisting in emergency and evacuation procedures. To deliver friendly, efficient customer service and to ensure the safety of our guests, at all times, with the key aim of retaining and attracting new customers.

Balanced check-in and check-outs. • Perform Managerial duties, accommodating customers with the best solution. • Ensured the porters' desk was manned at all times. • Ensured all night audit procedures were completed to the required standard. • Balanced the credit manually and submitted daily report to the Hotel Managers including FO Manager, Night Manager, Sales and Marketing Manager • Handled telephone inquiries, bookings, internal and external mail, and filing all booking forms and correspondence in night time • Awarded employee of year award

•Pre-opening experience. •Handled the guest check in and check outs. • Sell guestrooms; register guests and design guestrooms • Received and assisted guests and escorted them to correct destinations, offices, rooms or meeting rooms. Provide guests with information about the hotel • Answer incoming calls on multi-line phone and respond to public inquiries in a courteous manner within scope of knowledge and authority and refer to other persons in the Department as appropriate • Maintain accurate room statistics, and room key inventories • Maintain guest account statements and complete proper financial settlements

English Philology