▪ Welcomed and escorted VIP guests and special guests from driveway to assigned rooms. ▪ Welcomed, greeted and met customers in the lobby ▪ Oversaw and coordinated all arrivals and departures of special guests (VIPs, SAs etc) ▪ Ensured and provided flawless, upscale, professional and high class guest service experiences ▪ Ensured that front office staff is available at all the times for customer assistance. ▪ Provided outstanding services and ensure guest satisfaction. ▪ Managed special requests for customers including restaurant reservations, limousine services and car rentals. ▪ Addressed guest inquiries and concerns in a timely and professional manner ▪ Coordinated with Event Coordinator in organizing meetings and specials events as requested by guests ▪ Analyzed customer feedback and provide strategic direction to continuously improve overall rating ▪ Responded to guests needs and anticipate their unstated ones ▪ Expected and reacted promptly to guests’ requirements and inquires ▪ Actively listened and resolved guests’ complaints ▪ Coordinated and managed communication between guests and staff and follow up to ensure complete service recovery ▪ Promoted all amenities, conveniences and programs offered ▪ Directed, coached and managed guest relations team to ensure all standards and operating procedures are adhered to ▪ Appraised team’s performance and produce reports ▪ Examined activities logbook, assign tasks appropriately and implement control schedule daily ▪ Maintained the facility clean; safe and appealing ▪ Followed and enforce established policies and procedures

▪ Provided pertinent guest information to individual departments to ensure a seamless guest experience ▪ Scheduled activities for guest (restaurant, bar, reservation, city trip) ▪ Assisted to reception desk with Check-ins / Check outs of guests ▪ Assisted guests with airlines bookings and reconfirmation's ▪ Professional phone etiquette for Pre Arrival, Welcome and Departure Calls on a daily basic ▪ Handled guests complaints in a polite and professional manner ▪ Assisted front office team with their job function to ensure the best service to guest ▪ Handled Guest Amenities & Special Requests ▪ Performed in any other duties when required by the Front Office Manager ▪ Ensured that high standards of guest satisfaction are achieved, in line with hotel standards

▪ Assisted in resolving problems, provided support to the guest, comprehended their needs and sustained professional, healthy relationship with guests/ customers ▪ Endowed with parking validation to all clients, maintained log sheets with regards to property management, maintained entire knowledge of features, services amenities, locations and concierge activities, to ensure smooth execution of all day to day activities of the division ▪ Planned, developed and coordinated the execution of program policies, operations and monitored compliance with company policies, procedures, regulations and standards ▪ Supervised guest arrivals, including airline/restaurant reservations, ground transportation, and spa, hotel accommodations, ensuring availability of amenities and executing special requests ▪ Planned, organized and coordinated conferences, conventions, meetings and liaising with office and building management for handling all day to day administrative duties of the organization ▪ Managed queries from customers via telephone, e-mails, preparing agenda's, issuing minutes and ensuring that issues are resolved both promptly/accurately in a professional manner ▪ Handled the whole gamut of activities pertaining to send and receive packages (FedEx, DHL, ARAMEX, courier, mail), business transactions and day to day office activities in compliance with company policies and procedures ▪ Delivered exceptional customer service and proactively developing customer relations by soliciting feedback and addressing/ resolving customer complaints

▪ Managed the transportation arrangements and organized air line, flight tickets, arranged different sightseeing excursions and tour planning for groups and individuals ▪ Maintained guest profiles and build rapport to develop personal guest contact, obtained preferences and proactively anticipate guest needs and requirements ▪ Directed the entire spectrum of guest servicing activities for honeymoon amenities/VIP guests in the hotel ▪ Greeted guests and handled front office tasks (check in /check out, incoming calls guest queries, reservation and booking requests) ▪ Developed a good rapport with customers, handled requests/concerns of the guests and responded promptly to customer issues/problems ▪ Ensured that high standards of guest satisfaction are achieved, in line with hotel standards

▪ Oversaw all aspects of hotel operations including guest relations, front desk, housekeeping, maintenance, finances, offer refreshments, check in/ check out of guest, to ensure high service standards and maintaining/ exceeding guest expectations ▪ Responded to client's queries promptly via phone/in person and replied efficiently to the daily incoming/ outgoing mails to the organization ▪ Supported the hotel managers and gathering suggestions and feedback to resolve customer complaints by performing required action and ascertained that appropriate changes are made to resolve issues faced by them ▪ Ensured restaurant's quality standards are met in all areas relating to appearance, levels of maintenance/ cleanliness and coordinated with the service desk in setting up with telephone extensions, cell phone, and voice mail ▪ Arranged meetings, conferences, telephone calls and preparing capabilities booklets. Scheduled appointments and made travel arrangements including preparation of travel expense statements ▪ Resolved the problems of the staff requirement and their needs also maintained all databases including financial and staff reports

Бухгалтер, Бухгалтерский учет, анализ и аудит

Английский язык, Гид