Manager Front Desk

Objective: A proven leader in international Hospitality industry, energetic and goal oriented, am seeking a challenging opportunity to manage and lead a team, where my advance skills, education, extensive training and experience can be fully utilized.

Summary of Qualifications

Hotel Operations and business administration experience

Leadership and motivational expert

Expert at creating new procedure and systems

Excellent communication skills

Experience in Team training and management

Costumer service expert in wide range of industries

Professional Experience

Performing Night Manager and Manager on Duty

Supervise the Night team to ensure that they are performing their nightly tasks in line with the night checklist and hotel health and safety standards.

Supervise Room Service with attention to accuracy and efficiency of orders.

Welcome guests to the hotel in a courteous and helpful manner.

Maximize revenue where possible by means of up selling.

Monitor Guest Satisfactions surveys and ensure that any trends are dealt and handover any pending issues to the day shift.

Handle any guest complaints or problems promptly and to ensure that all resolved and unresolved problems are reported to the AM Duty Manager to complete.

Ensure all VIP guests are highlighted and actioned on.

training and coaching to develop staff

Performing Night auditor

Selling and upselling rooms to “walk-in” customers.

Closing, balancing and making necessary corrections to guest accounts.

Investigation or analyzing out-of-balance situations and making adjustments or corrections as needed.

Listening for or anticipating and responding to guest complaints.

Completing various computer audit reports

Posting charges to guest accounts.

Processing payments from guests.

Schedule guest wake-up calls and reservations for the following day

Answer phones and place reservations

Shift Leader

Ensure outstanding customer care at all times.

Supervise daily shift process ensuring all team members adhere to standard operating procedures

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Allocate rooms to expected arrivals after checking the guests preferences and special requests.

Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Assist all departments in servicing the guests during high volume periods

Employment History

The Ritz Carlton Company ( Qatar- Doha, Front Desk Agent ) March 2016 to December 2017

Dar El Marsa Boutique Hotel Spa and Restaurants (Tunisia, Front Desk Agent) January 2015 to February 2016

Hotel Sangho Syphax (Tunisia, College Intern) August 2014 to December 2014

Hotel Tour Khalaf, Marhaba (Tunisia, College Intern) February 2014 to December 2014

Tourism House Service (Tunisia, College Intern ) January 2013 to July 2013

Education

Higher Institute of Applied Sciences and Technology,

Bachelor’s Degree in Business Administration, Major in Hospitality Management

Majida Boulila High School / Tunisia,

Baccalaureate Degree in Business Administration, Major Economics and Management

Certifications, Honors and Awards

AICR (the International Association for Deputy Managers and Front Office Managers of Luxury Hotels.) Certification in:

Certificate Of Participation in Receptionist of the Year Competition Doha 2016

Awarded Second Runner Up in Receptionist of the Year Competition Doha 2016

Volunteer Experience

Team Captain in CSS Volleyball Junior Team and High school Team

Team Leader in Goa Beach Event Planning, Hammamet, Tunisia,

Participated in a Free Food Distribution for Construction workers in Doha During Ramadan, Qatar, held by The Ritz Carlton, Doha as part of the Community Footprint

Creating International EDM Music Distribution Company online

Computer Skills

Opera (Expert), Micros (Expert), Adobe Acrobat (Advanced), Adobe Photoshop (Intermediate).

Microsoft Office Word (Expert) / Excel (Expert) / PowerPoint (Expert)

Language Skills

English – Fluent Written, Fluent Spoken

French – Mother Tongue

Arabic – Mother Tongue

German – Elementary Written, Elementary Spoken

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