Front Oﬃce Manager
Experienced Front Oﬃce Manager with a demonstrated history of
working in the hospitality industry. Skilled in Receptionist Duties, Front Oﬃce, Reservations, Hospitality Management, and Customer Service.
Hospitality Industry Rooms Division Management Housekeeping Procedures Customer Satisfaction Travel Agency experience Dealing with Objections Exceptional Communicator VIP Services Specialist Superb Interpersonal skills Microsoft Word Outlook Fidelio Oracle, OPERA Microsoft Excel MICROS WORK EXPERIENCE
Rooms Division Manager
Bay View Hotel
05/2009 – 2020 Beirut Lebanon
4 -Star Boutique hotel . 38 Rooms & Suites, Business Center & 2 Panoramic Roof Top Restaurants Achievements/Tasks
Responsible for the operation of the front oﬃce departments to include Guest services, Concierge, Bellman and Shuttle Service. Act as Manager on Duty while working, resolving guest complaints to ensure an outstanding experience for each guest Prepare the weekly schedule, handled all customer concerns in a pleasant and professional manner. Supervise a staﬀ of 10 guest service employee.
Ensure all employees were properly trained, knowledgeable and provided excellent guest service. Coach and counsel employees to ensure adherence to hotel policies, standards and procedures. Recruit, manage, train and develop the front oﬃce/desk team. Analyze, investigate and resolve guest complaints. Coordinates monthly staﬀ meetings that address any outstanding issues and record the minutes as well as record the agenda. Reconcile the daily cash log and night audit report. Front Oﬃce Shift Leader
Retajj Al Rayyan Hotel
2007 – 2008 Doha, Qatar
4-Star hotel with 360 rooms and suites
Supervised front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed. Ensured that front desk operations ran smoothly in a professional manner at all times. Assumed leadership in the absence of the Front Desk Manager. Ensured that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion.
Ensured smooth check-in and check-out of all guests, and proper handling of all guest accounts. Managed the compliance of FO Receptionists in Cash handling procedures to maintain an accurate float. Ensured daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings
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Holiday Inn Hotel
2005 – 2007 Beirut, Lebanon
4-Star hotel with 127 rooms and suites
Posted charges to the guest accounts that have not been posted or were incurred on the night audit shift. Verified that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system. Verified that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system. Verified that room rates are correct and posted those rates to guest accounts. Tracked room revenues, occupancy percentages, and other front oﬃce statistics. Prepared a summary of cash, check, and credit card activities. Printed up and filed reservations for the next business day. Front Desk Agent
Bay View Hotel
2004 – 2005 Beirut, Lebanon Achievements/Tasks
Performed all check-in and check-out tasks.
Managed fax and phone reservations.
Informed guests about payment methods and verified their credit card data. Up Sold guest rooms and promoted hotel services.
Front Desk Agent
Beverly Residence Hotel
2001 – 2004 Beirut, Lebanon Achievements/Tasks
Registered & processed guests and their assigned rooms. Accommodated guest requests.
Communicated with hotel staﬀ on the status of guest rooms. Handled cash payments.
Bachelor's Degree in Hotel Management
Culture and Education American University
2001 – 2004
Diploma in Hotel Management.
1999 – 2001
B.T. in Hotel Management
Bir Hassan Vocational Institute
1996 – 1999
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