Marwa Wehbi

Cell: +961*******

Address: Beirut-Lebanon

adca89@r.postjobfree.com

Summary

Results-producing hospitality management professional with over 6 years of experience in guest satisfaction, Front Office operations, and sales optimization. Skilled at maximizing rooms revenue by promoting upselling to higher categories. Excellent communication, presentation, negotiation, and sales-closing abilities.

Well-versed in various software programs including Opera hotel management systems.

Fluent in English and Arabic.

Core Qualifications

Hotel/Hospitality Management

Complaints Handling

Reservation/Up-selling

Safety and Fire Training

Staff Training and Development

Accomplishments

Consistently improved guest satisfaction and service ratings throughout 06-year career in the hotel and hospitality industry.

Managed front desk personnel and guest services teams with a goal of improving employee performance, outcomes and exceeding hotel profit objectives.

Top achiever in Rotana Rewards in 2016

Top Up seller for 2016

Most appreciated colleague in 2016

Top achiever in Rotana Rewards in 2015

Top achiever in Rotana Rewards in 2014

Top Up seller for 2015

Most appreciated colleague in 2015

Experiences

Front Desk Manager

May 2017 to Present

Raouche Arjaan by Rotana- Beirut

Administer all operations of front desk operations such as concierge service and guest relations.

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.

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 objectives 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 to same and get it approve by Director of front office.

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.

Front Desk Supervisor

June 2015 to April 2017

Raouche Arjaan by Rotana-Beirut

Set a high example to colleagues in terms of punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules, loyalty to the management and interdepartmental co-operation.

Ensure that all current promotional and or activity information is communicated to the team.

Take care of sectional training and ensure that the required training hours are achieved.

Conduct the hand over between shifts, ensuring that all relevant staff are in attendance and that all pertinent information is passed accurately to the oncoming shift.

Carry out the registration procedures required for guests wishing to stay at the hotel, ensuring that both local law and the hotel’s credit policy are adhered to at all times.

Sell rooms to prospective guests arriving without reservations, ensuring that the maximum revenue is reached without losing the sale.

Prepare group pre-registration as directed by the Front Office Assistant Manager.

Handle general enquires received at the Front Desk, either from in house guests or from non- residents.

To have a high product knowledge level, both in terms of the hotel and its facilities as well as of Kuwait in general.

Check the details of completed registration cards against those in the property management system to ensure that this has been updated correctly and that a payment method has been secured,

To action and resolve all traces on a daily basis.

To ensure that rooms are allocated by the GSE’s according to the guest’s requests.

Communicate on daily basis with Housekeeping in regards of Room Moves, Twin-2-Double rooms, OO/OS rooms.

Ensure that all daily tasks of GSE’s are carried out on time (preparing arrivals, preparing departures, bucket check, High Balance, Check-outs VICAS).

Prepare weekly store order and make sure collection is done.

Ensure that all checked out registration cards are stored correctly at the end of each month,

To make sure the no-shows and pre-registered guests who did not arrive are charged.

Front Desk Agent

October 2013 to May 2015

Raouche Arjaan by Rotana-Beirut

Register guests and assigns rooms. Accommodates special requests whenever possible.

Assists in pre-registration and blocking of rooms for reservations.

Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures.

Coordinates room status updates with the housekeeping department by notification housekeeping of all checkouts, late checkouts, early check-ins, special requests, and day use rooms.

Process guest check-outs.

Follows procedures for issuing and closing safe deposit boxes used by guests.

Works closely with the housekeeping department in the keeping room status reports up to date and coordinates requests for maintenance and repair work.

Uses proper telephone etiquette.

Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc.

Communicate services and amenities of the hotel to guests

Education

BA in Hospitality and Tourism Managment

Lebanese International University

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