Front Office Desk

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Laith Saleh Abu Sa'adah

Abu Sa'adah, Laith Saleh

Hotel Management Professional / ASU'08 Amman, JORDAN Kingdom of Saudi Arabia

Mobile: 056*******

Email: ************@*****.***

Certificate:

Bachelor of hotel Management “University of Applied Sciences “Amman, Jordan OBJECTIVE:

To obtain a Hotel Managements or Mid-level positions responsible for operations on a day-to-day basis. PROFESSIONAL ACCOMPLISHMENTS:

Hotel Manager( January 2020 until Now in Mena Airport Hotel Jeddah )

Sales & Marketing Manager ( December 2017 until December 2019 in Mena Airport Hotel Jeddah )

Sales & Marketing Manager + Front Office In charge ( 2013 until November 2017 in Jeddah Orchid Hotel )

Duties & Responsibilities

o Work on OPERA 5.0

o Ensure an environment in which high standards of comfort, service, and quality exist for our guests. o Ensures teamwork and enhances cooperation between all departments. o Work productively with General Manager, Assistant General Manager, Director of Sales, and all Front Office staff to ensure proper room inventory controls. o Works with maintenance to ensure proper key controls. o Maintain departmental budget and staffing levels in relation to occupancy levels. o Maintains accurate payroll and employee records. o Performs timely and fair reviews.

o Sets performance standards for team members and administers coaching and discipline as necessary.

o Accurate and complete adherence to bank records and other procedures to ensure complete and timely collections.

o Maintain Front Desk, PBX, Shuttle Driver and Bell stand team members to highest standards. o Provide comprehensive Brand and Property training to Front Office staff. o Constantly get in touch with various corporate companies and convince them to use the hotel to hold their business conventions and to accommodate their guest 2

Laith Saleh Abu Sa'adah

o Contact event management companies and convince them to use the services of the hotel to hold weddings and other functions

o Keep a record of all the existing clients and prospective clients and contact them on a regular basis to inform them about new services or offers being given by the hotel o Make regular reports to the management of the hotel regarding sales details o Ascertaining that both the management of the hotel as well as the clients are happy with the contract o Field any queries from customers and answer them satisfactorily

Sales & Marketing OSN Channels (6 months)

Duties & Responsibilities

o Sales OSN Channels packages

o Present, promote and sell products/services using solid arguments to existing and prospective customers o Perform cost--benefit and needs analysis of existing/potential customers to meet their needs o Establish, develop and maintain positive business and customer relationships o Reach out to customer leads through cold calling o Expedite the resolution of customer problems and complaints to maximize satisfaction o Achieve agreed upon sales targets and outcomes within schedule o Coordinate sales effort with team members and other departments

Receptionist Supervisor / Asst. Duty Manager (2010 to Feb 2013 Intercontinental Hotel) Duties & Responsibilities

o Ensure outstanding customer care at all times.

o Maintains a friendly, cheerful and courteous demeanor at all times. o Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. o Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

o Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. o Supervise daily shift process ensuring all team members adhere to standard operating procedures. o Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. Ensuring employees are offering exceptional customer service o Making sure customers are happy with the service and products o Delegating duties

o Assisting store managers

o Helping to implement store policies

o Routing sales productivity reports to staff

o Motivating employees

o Handling cash and end of day checking

o Managing store cleanliness and organization

o Dealing with customer complaints and issues

Receptionist Shift Leader (2008 to Dec 2010 Westin Hotel) Duties & Responsibilities

o Supervise front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed.

o Ensuring that front desk operations runs smoothly in a professional manner at all times. o Perform all front desk related responsibilities and duties when assigned or required. o Assume leadership in the absence of front desk manager o Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training.

o Have a thorough knowledge of JW Marriott Marquis Dubai products and services. o Check House Count to establish selling strategy for the shift. Monitoring it regularly during shift and responding to any changes.

o Ensure 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. o Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts. 3

Laith Saleh Abu Sa'adah

o Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid further confusion. o Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in OPERA and communicated to other departments. o Have a thorough knowledge of OPERA, Guest ware and other front office related operational software. TRAINING PERIOD:

• Kempinski hotel / Amman Jo as a receptionist from JAN-2007 to March-2007. LANGUAGES:

1. Arabic: Native Language.

2. English: Proficient Writing, Reading and Speaking”. DECLARATION:

I hereby certify to the veracity and accuracy of all the here above mentioned (Laith Salah)

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