Front Office Customer Service

Salwa REHHANE

**Years Old, Moroccan, Single

: RAMADA HOTEL & SUITES AJMAN

: 009**-**-***-**-**/002**-***-**-**-**.

@ :*************@*******.***

CAREER OBJECTIVE

To be able to establish myself in a stable company, where I can improve my ability & be able to contribute to the good growth of the company with loyalty, dedication & hard work.

EDUCATION

2003-2006 : 3 Years in Technical School for Tourism « IMT », Casablanca.

- Technical Tourism Agent diploma, Casablanca.

2002-2003 : Ibnou Arabie High School « IBA », Casablanca.

-Bac Level « Literary Option ».

2002-2003: Knowledge in Computering, Ibnou Arabie, Casablanca.

TRAINING

Hotels : -Royal Anfa 5* « Reservation Agent».

-Les Saisons 4* « Receptionist».

-Hyatt Regency 5*« Service of the purchases/Receiving/Cost

Control/Accountancy». Hotels

Travel Agency:-Sirocco Even Tours « Ticketting Agent ».

Call Center :-Phone :

- in the product « WANA ».

- in the product « X-BOX 360/MICROSOFT ».

- in the product « L.N.F/Le Numéro de France ».

:-Call Connect :

-in the product « Panneaux Photovoltaique ».

Hotels : -Ramada Hotel & Suites 4* « Banquet/Sales/Reservation».

-Fairmont Fujairah Beach Resort « Spa Receptionist ».

WORK EXPERIENCES

Idou Anfa Hotel

Working as: Reservation Agent

October 2006 till October 2007

-job description :

-Processes reservations by mail, telephone, or central reservation systems referral.

-Knows the type of rooms available as well as their location and layout.

-Knows the selling status, rates, and benefits of all packages plans.

-Creates and maintains reservation records by date of arrival and alphabetical listing.

-Determines room rates based on the selling tactics of the hotel.

-Prepares letters of confirmation.

-Communicates reservation information to the front desk.

-Processes cancellations and modifications and promptly relays this information to the front desk.

-Understands the hotel's policy on guaranteed reservations and no-shows.

-Processes advance deposits on reservations.

-Tracks future room availabilities on the basis of reservations.

-Prepares expected arrival list for front office use.

-Handles daily correspondence. Responds to inquires and makes reservations as needed.

-Makes sure that files are kept up to date.

-Walk around with the client and ensuring that they secure whatever services they are in need of.

-Getting information about areas of interest in order to target more clients in particular seasons.

-To be aware of all front office procedures and assist with reception duties when required.

Oum Palace Hotel

Working as: Receptionist/Cashier/Phone Operator/Caretaker

November 2007 till November 2008

*job description :

-Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.

-Deal with all enquiries in a professional and courteous manner, in person, on the telephone or via e-mail.

-Administer all reservations, cancellations and no-shows, in line with company policy.

-Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising

bedroom sales opportunities.

-Fulfil all reasonable requests from guests to ensure their comfort, satisfaction and safety.

-Report any maintenance issues immediately to line manager, including all furniture, fittings and equipment.

-Provide reports, as required, for housekeepers and management

Call Center Phone

Working as: Phone Operator

May 2009 till April 2010

*job description :

-Handling calls by answering all clients request.

-Informimg them about our new products.

-Solving them problems.

Stradivarus Shop

Working as: Seller

May 2010 - July 2010

*job description :

-Assist the guest by offering them good service.

-Get for them all items they need.

-Manage stock.

- Inventory.

Idou Anfa Hotel

Working as: Reservation Agent

August 2010 - August 2011

Best Western hotel Toubkal 4

Working as: Reservation Agent

September 2011-April 2012

*job description :

-Open and close the availability as and when required of hotel in all the GDS channels, IDS channels and on the Hotel website.

Call Center Call Connect

Working as: Customer service

August 2012-November2012

*job description :

-Calling guest.

-Informing them about our products.

-trying to get an appointment with our sales people.

Fadil light

Working as: Assistant

january 2013-June2013

*job description :

-Handling calls & emails.

-making orders & following them.

Ramada Hotel & Suites Ajman/Ramada Beach Hotel

Working as: Phone Operator

September 2013 -PRESENT

*job description :

-Answer incoming calls.

-Directs call to guest rooms, staff, or departments through the switchboard.

-Places outgoing calls.

-Receive guest messages and deliver to the guest in house.

-Log all wake-up call requests and performs wake-up call services.

-Provide information about hotel services to guests.

-Provide paging services for hotel guests and employees.

-Know what action to take when an emergency call is required.

-Monitor automated systems including fire alarms and telephone equipment when engineering and

Maintenance department is closed.

-Assist in reporting telephone equipment or service complaints and problems.

-Train or assist with training new telephone operators in performance of job duties.

-Open and close telephone functionality on the hotel front office software.

-Following telephone etiquette.

Fairmont Fujairah Beach Hotel

Working as :Spa Receptionist

February 2017 -January 2017

*job description :

LANGUAGES

Arabic - French - English

Spanish : Basic Concepts.

COMPUTERING

Word, Excel, Access, Power point.

INTERESTS

Internet, Swimming, Music, travels.

Contact this candidate