Social Media Front Desk
Resume:
Sa’a Malloy Nkeng
Doha, Qatar● (974-********● **************@*****.***
Nationality: Cameroon
Visa Status: Work visa (Public Administrative) Transferable
NOC Available
Sex: Male
PROFESSIONAL PROFILE
A qualified self-motivated Hotel Receptionist with 4 years’ working extensively with track record of strictly performing comprehensive receptionist responsibilities, phone management, correspondence and scheduling, handling high volume phone lines, greeting customers upon arrival, ensure prompt attention and providing consistently superior level of hospitality.
To advance my career as an employee of a reputable and highly recommended organization like yours and to get a supervisory or managerial post in the future, to contribute to the local and international tourism industry.
Skills.
Bilingual (English and French)
Sensitivity to the needs of others
Keen eye for details
Ability to organize and prioritize tasks effectively
Formal training in hotel service
Friendly and outgoing personality
Fantastic problem-solving skills
Great interpersonal skills
Proficient in Microsoft Word, Excel, and PowerPoint
Proficient in the use of EZEE front desk app.
Versed with the use of the STPC online app for Qatar airways
Great interpersonal, customer service, and leadership skills
Awesome in team work
Ability to work independently
Willingness to work long hours
Ability to work under pressure and to multitask
Resourcefulness and great communication skills
General computer knowledge
Good driver (Cameroon driving license)
Work Experience: GOLDEN OCEAN HOTEL DOHA QATAR: MAR 2019 -TILL DATE.
POSITION: HOTEL RECEPTIONIST
Responsibilities:
Welcome and greet guests with great courtesy and arrange reservations
Process check-ins and check-out of Qatar airways guest from the Qatar airways STPC system online.
Provide all guests (including groups) with friendly, accurate and efficient check-in/check-out process, following the company’s policies and procedures.
Ensured front desk is cleaned, hygiene, sparkling and promote sold hotel facilities through online and offline all the time.
Do other administrative hotel functions assigned and ensuring 100% room occupancy all the time by promoting and advertising using social media platform etc.
Collaborate with restaurant supervisor to ensure that customer command is properly attended to in a timely manner.
Prepare for check-ins before the guest arrives by using the arrivals guide, preparing express check-ins, and planning for group arrivals for seminars etc.
Ensure the front desk/lobby areas remain clean, organized and ready to welcome guests.
Verify and collect guest payments receipt, identification, and ensuring all procedures are followed to protect sensitive guest information including identity and credit card information.
Operate the hotel key control system while strictly following all key safety & security procedures.
Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
Answer the hotel phone in a manner which provides a genuine listen, identify and resolve the caller’s need.
Properly and efficiently transfer calls/ route calls to guest rooms according to company’s policies and ensure sensitive guest information and privacy is maintained.
Provide warm and friendly response to potential guests, inquiring about hotel reservations details and policy.
Maintain room status inventory and ensure guests are aware of available hotel services.
Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc.
Respond to all guest concerns or requests in manner which leaves guest feeling assured and optimistic about staying safely.
Notify the hotel manager of all guest concerns to ensure proper follow-up.
Properly record guest concerns using the problem resolution log, prepare timely and accurate maintenance work orders, and following up as needed.
Process 100% Satisfaction Guarantee requests according to policy to guest as required.
Work Experience: AKWA PALACE HOTEL DOUALA CAMEROON: JAN 2017– FEB 2019
POSITION: HOTEL RECEPTIONIST
Responsibilities:
Welcome and greet guests with great courtesy and arrange reservations
Ensured front desk is cleaned, hygiene, sparkling and promote sold hotel facilities through online and offline all the time.
Do other administrative hotel functions assigned and ensuring 100% room occupancy all the time by promoting and advertising using social media platform etc.
Collaborate with restaurant supervisor to ensure that customer command is properly attended to in a timely manner.
Responsible to provide a friendly welcoming by greeting guests as they enter the hotel.
Welcome loyal guests and military members using the best practices outlined for each program, and ensure Elite guests receive the designated gift upon arrival.
Provide all guests (including groups) with friendly, accurate and efficient check-in/check-out process, following the company’s policies and procedures.
Prepare for check-ins before the guest arrives by using the arrivals guide, preparing express check-ins, and planning for group arrivals for seminars etc.
Ensure the front desk/lobby areas remain clean, organized and ready to welcome guests.
Verify and collect guest payments receipt, identification, and ensuring all procedures are followed to protect sensitive guest information including identity and credit card information.
Operate the hotel key control system while strictly following all key safety & security procedures.
Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working.
Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
Answer the hotel phone in a manner which provides a genuine listen, identify and resolve the caller’s need.
Properly and efficiently transfer calls/ route calls to guest rooms according to company’s policies and ensure sensitive guest information and privacy is maintained.
Provide warm and friendly response to potential guests, inquiring about hotel reservations details and policy.
Maintain room status inventory and ensure guests are aware of available hotel services.
Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc.
Respond to all guest concerns or requests in manner which leaves guest feeling assured and optimistic about staying safely.
Notify the hotel manager of all guest concerns to ensure proper follow-up.
Properly record guest concerns using the problem resolution log, prepare timely and accurate maintenance work orders, and following up as needed.
Process 100% Satisfaction Guarantee requests according to policy to guest as required.
Ensure lost-and-found items are treated with care, reported and stored according to company policies.
Utilize prompt and proper reporting procedures for any damage or incidents.
Work Experience: ETA PALACE HOTEL: JUL 2015 – JAN 2017
POSITION: HOTEL RECEPTIONIST
Responsibilities:
Greeted all customers coming to the hotel and over the phone pleasantly.
Managed and ensured smooth check in / out of customers, and admisnitered hotel activities to ensured optimal standards.
Receive guests to the hotel by greeting them warmly, and attending to their inquiries and also answer inquirers over the phone.
Inform guests of the services and accommodation rates in the hotel, make reservations for guests according to their needs.
Build good relationship and rapport with guests to make them feel comfortable and address any complaints they might have in a very courteous manner to protect the image of the hotel.
Keep clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
Maintain orderliness at the front desk by arranging documents accordingly and keeping the front desk area clean at all times to avoid rowdiness.
Attend to all routes of room bookings, such as online, phone, and in person, to ensure that reservations are not left hanging but attended promptly to keep the hotel business running.
Report issues of maintenance and malfunctioning appliances to the manager for quick repair in order to ensure guests comfort and satisfaction.
Answering phone calls and providing information on resorts' amenities, facilities, and charges
Ensuring 100% room occupancy all the time by promoting and advertising on social media platform
Resolving queries and problems of guests in a friendly manner
Booking cars for guests for sightseeing and airport transfers
Operated busy switchboard and directed incoming and outgoing calls
Met and greeted visitors in a friendly manner and answered their questions politely
Booked domestic and international flights for customers on request
Ensured front desk is cleaned, hygiene, and sparkling all the time
Promoted and sold hotels' facilities through online and offline medium
Supervised the arrival and departure of all guests coming into the hotel.
Monitored all reservations as per the appropriate reservation procedure.
Trained all front office staff and monitored performances.
Evaluated all guests’ payments and determined appropriate credit checking procedures.
Managed all queries coming from customers and provided appropriate reply.
Education:
HND in Mechanical Fabrication: National Polytechnic Institute Bamenda, Cameroon
CGCE A-Levels: BHS Buea, Cameroon
CGCE O-Levels: BHS Buea, Cameroon
Language: English and French
References available on request
Contact this candidate