Silva Johannes Khanoian
Objective: Energetic Hotel Manager motivated to deliver superior service to every guest. High- energy Front Office Manager focused on promoting customer satisfaction through exceptional service and maintaining outstanding hotel accommodations.
Languages: Fluent in English, Armenian, Arabic
Exceptional customer service
Diplomacy and communication skills to handle any complaints and emergencies in a level-headed manner
Exceptional communicator with guests and travel agencies and other parties.
Property management system v.5 and opera cloud v.9
Good organizational and multitasking abilities Professional
Staff motivation and training
Organized and detail oriented
Professional Training :
T.A.R.S Accor Reservation & Distribution program 2019
ALL Stars, Accor Live Limitless 2019
Heartiest campaign level 1 to 8
Nor1, CM check in merchandizing upselling program
Local Measure pulse program, online engage and interact direct with guests handling their requests and complaints
Task force Movenpick Aqaba for One Month in Front Office Department ( Sept.2018)
Cross exposure in Housekeeping department at the Ibn Battuta Gate Hotel in Dubai July 2018.
Task force in all Movenpick Hotels in Germany to train them on opera 9 New opera system (2017)
Multipliers in Movenpick Soma Bay 2016
Front Office Manager online course (Hotel-school The Hague Consultancy & Training) from October 2012- November 2013
Off Job & On Job Training
Tactical Revenue Management using Strategic Demand based Pricing 2012
Essential Management Techniques. 2014
Coaching for excellence
Overbooking Practices in Hotel Revenue Management (ecornell)
Introduction to Hotel Revenue Management (ecornell)
Trainee at the American Embassy, United States Agency for International Development
(USAID) at the Water and Environment office (WRE) (June – July 1998) Experience:
Sofitel Dubai Downtown
2020- until now
Assistant Front Office Manager
Assigned specific duties to Front Office staff to efficiently operate a 350-room hotel. Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction.
Acted as liaison with other departments and front desk staff in order to ensure that all group events were executed perfectly.
Planned and moderated monthly department meeting and received positive feedback from peers. Ensured that front office paperwork was completed quickly and efficiently to help operations run smoothly Support the team with check ins and check outs of guests as needed. Followed up with all guest comment cards via email, telephone and provided any necessary service recovery.
Coordinates with all departments such as Housekeeping and Catering Sales to review daily events to offer the best support to employees and guests.
Continuously coached and counseled associates by role playing likely guest interactions and providing constructive criticism to better meet the expectations of the guest. 3
Attended and participated in meetings coordinated within the hotel and to communicated in the briefing for the team to be always aware and alerted for any new information . Responsible for inventory, ordering supplies, balancing check book, training and discipline of all associates. Track Front Office incentive upselling programs and make sure that they achieve their monthly target Moevenpick Resort & Spa Tala bay Aqaba
Front Office Manager 2014- Oct.2019
Assistant Front Office Manager 2013 -2014
Duty Manager Mar.2011- 2012
Responsibilities as FOM
Administer all operations of front desk operations such as concierge service and guest relations, drivers, operator
Oversaw daily operations of hotel front office which consisted of answering phones, creating hotel reservations, assisting guests with luggage and checking in and out of the hotel. Maintain records of room inventory for facility and ensure optimal level of customer satisfaction.
Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services. Supervise all account and finance related processes such as payroll to ensure timely payment. Hire and train new front desk associates in all hotel policies and procedures and everyday activities.
Conduct interviews, hiring and training new employees. Oversee department scheduling, conduct monthly one on one meetings with direct reports, coaching and observing employees to hold them accountable.
Create and implement new department policies and procedures that ensure excellent customer service and safe working environment for all staff. Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure an effective night team to ensure smooth operations. Analyze all guest complaints and requests and ensure timely resolution for all. Supervise working of all team members and ensure achievement of all front office objectively according to quality standards.
Monitor work of housekeeping staff and ensure efficient maintenance of all rooms according to hotel standard.
Prepare front office schedule and ensure compliance. Participate in various educational seminars and evaluate front office operations and recommend changes if required.
Monitor all guest ratings and comments for hotels and evaluate same to improve all services. Provide the maximum quality of service to the guests 4
Manage overbooking situation, balance room categories, enhance guest satisfaction and instruct the team by placing a strategy to upsell
Full communication and coordination with hotel dept. On daily basis to ensure smooth operation
Managing and working on CM and Nor1. Upselling program, monitor and enhance the team to upsell by having daily and monthly target
Towers Manager 2007-2011
Sheraton Amman Hotel
Assist the guest with all different queries.
Generate / administer weekly schedule for staff based on the forecasted occupancy. Take care of daily briefing and update all staff with necessary new info about hotel. Provide information on all aspects of the loyalty programs of Starwood Hotels & Resorts. Supervise Check-in/check-out procedures of all Towers & Suites Guests. Inspect all Towers VIP Rooms and Suites prior to guests' arrivals. Supervise staff in the Towers Lounge.
Supervise the costs of Food and Beverage at the Tower Lounge. Coordinate with Executive Chef to ensure quality and food rotation at the Tower Lounge. Follow the Hotel credit policy and procedures. Hold and attend departmental communication meetings & training sessions.
Be aware of and ensure subordinate staff compliance with all fire & safety procedures. Control the pre-arrangement Towers guests' special requests/amenities. Maintain continuous contact with hotel guests to ensure that any problems / complaints are handled quickly, efficiently and courteously.
To monitor the proper allocation of all Towers room types Reservation & Front Office Shift Leader (Pre-opening) 2005-2007 InterContinental Hotel Aqaba & Resort
Ensured that all guests receive a warm and courteous welcome upon check-in. Directed and coordinated room assignments with concerned Front Office sections and other hotel departments.
Handled complaints with immediate action and thorough follow up Ensured accurate and clear billing of guests.
Promptly responded to guests' needs and inquiries. Prepare and submit all required statistical reports (Shift Report) on a timely basis. 5
Made necessary arrangements for group and crew check in. Provide functional assistance and direction to reservations personnel. Co-operated, coordinate and communicate with other hotel departments as required. Made certain VIP guest are treated accordingly.
Achieved quality results by leading front office agents through training, communication, and empowerment.
Forecasted occupancy and generated discrepancy, comp occupancy, and allowance reporting. Responsible for settling guest accounts and all aspects of recordkeeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced.
Reservation in charge
Having knowledge of entire Reservation Procedure according to International hotel manual system.
Responsible for Hotel and Local Reservations and Reservation with other OTAs and outbound agencies.
Handling of correspondences, sorted - out letters, telexes, fax, cables which are checked already by Front Office Manager.
Allocate daily tasks to Reservations staff
Review reservation booked daily and check on the LPO’s and payments and follow up before guest’s arrivals
Review arrival report daily, monitored daily input of individual reservations to ensure correct entry into PMS.
Responsible for preparation of occupancy forecast. Responsible for training staff.
Responsible for implementation of policies and procedures. Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
Ensured all reservations are handled to standard and entered into PMS (Opera) Maintained correspondence and files for reservations.
Coordinate with Credit Manager regarding accounts. Information System Center 1999-2003
Abdul Hameed Shoman Foundation
Office Work related.
Installed programs, updated software, formatted & configured systems. Provided support and troubleshooting.
Backup system operator for HP server, NT & Exchange Servers. Provided training in MS Office.
Ensured that maintenance problems were followed up. Education:
2000-2003 Harcourt College (ICS Training System) by Correspondence Diploma Hotel & Restaurant Management
1997-1998 YMCA Advanced Secretarial Course, Jordan 1995-1997 Sukaina Bint Al Hussein Secondary School, High School Degree Professional References:
Director HR Movenpick Jordan
Former Clustor General Manager Movenpick Aqaba and Talabay. General Manager pullman Jakarta
Former Rooms Division InterContinental Aqaba
Owner of Travel Agency in Jordan
Abdel Hameed Shoman Foundation
Project Manager, Shoman Foundation