RIYAS P S

• Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
• Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
• Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
• Coordinated with other departments to ensure smooth running of the entire hotel operation.
• Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
• Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
• Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
• Maintained accurate records of financial transactions such as cashiering activities, credit card charges.
• Managed inventory levels for supplies used at the front desk such as stationary items, key cards.
• Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
• Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.
• Liaised with vendors like housekeeping department, security personnel regarding guest requests or concerns.
• Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
• Supervised the preparation of guest bills and invoices ensuring accuracy before issuing them to guests.
• Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
• Implemented effective strategies to improve customer loyalty programs and enhance sales opportunities.
• Provided support during events held at the hotel premises such as conferences or exhibitions hosted by clients.
• Established strong relationships with corporate clients in order to foster repeat business opportunities.

Hotel - 22 Rooms

• Occupy the hotel lobby and other public areas, particularly at busy times
• Engage Guests in conversation and provide general assistance
• Manage, record, and resolve promptly all Guest complaints
• Meet and greet VIP Guests and major corporate clients upon arrival
• Coordinate the services and special facilities provided to long-stay Guests
• Understand all credit procedures and ensure they are applied
• Stay current with all hotel products, services, policies and emergency procedures
• Monitor Guest satisfaction reports and implement actions to improve results
• Handle, record and follow through with management issues or emergencies that arise
• Conduct any Health and Safety procedures, if required, including fire walks, food safety investigations, etc

Hotel (UAE) – 316 Rooms

• Register guests and assigns rooms
• Accommodates special requests whenever possible
• Assists in preregistration and blocking of rooms for reservations
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures
• Understands room status and room status tracking
• Knows room locations, types of rooms available, and room rates
• Must be sales-minded
• Presents options and alternatives to guests and offers assistance in making choices
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
• Knows the location and types of available rooms as well as the activities and services of the property
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes
• File room keys (only for manual room key hotels)
• Knows how to use front office equipment
• Process guest check-outs
• Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange
• Follows procedures for issuing and closing safe deposit boxes used by guests
• Performs cashiering tasks like bill/invoice settlement, posting charges to the guest, paid out's, Foreign currency exchange etc
• Uses proper mail, package, and message handling procedures
• Courier Mail Register
• Reads and initials the pass-on log and bulletin board daily
• Is aware of daily activities and meetings taking place in the hotel
• Attends department meetings
• Reports any unusual occurrences or requests to the manager or assistant manager
• Knows all safety and emergency procedures, Is aware of accident prevention policies
• Maintains the cleanliness and neatness of the front desk area
• Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts

Hotel (UAE) – 180 Rooms

• Register guests and assigns rooms
• Accommodates special requests whenever possible
• Assists in preregistration and blocking of rooms for reservations
• Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures
• Knows room locations, types of rooms available, and room rates
• Must be sales-minded
• Presents options and alternatives to guests and offers assistance in making choices
• Uses suggestive selling techniques to sell rooms and to promote other services of the hotel
• Knows the location and types of available rooms as well as the activities and services of the property
• Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms
• A working knowledge of the reservations department
• Takes same day reservations and future reservations when necessary
• Knows cancellation procedures
• Maintains guest room key storage, and maintains and supervises access to safe deposit boxes
• File room keys (only for manual room key hotels)
• Knows how to use front office equipment

Hotel (UAE) – 296 Rooms

• Holding meetings with Housekeeping staff to discuss their job functions
• Listening to, understanding, and clarifying guest concerns
• Inspecting the cleaning and servicing of guest rooms and public areas
• Approaching guests in an attentive, friendly, courteous and service-oriented manner
• Making sure that all guest rooms have appropriate supplies and linens in them
• Directing housekeeping staff to ensure a high standard of cleanliness in all public area as well as guest rooms
• Training up new housekeeping staff
• Maintaining an inventory of guest rooms and housekeeping supplies
• Maintaining key control
• Checking of all VIP rooms
• Advises manager or admitting personnel of rooms ready for occupancy
• Appearing welcoming, happy and warm hearted, even during stressful moments

• Handling customer queries over the phone & E-mail regarding flight and hotels
• Resolving customer queries like Reservation, Air Fares, Routing and related to their reservation as well dealing with post sale booking like special request, baggage allowance etc
• Dealing with existing booking like cancellation charge, no show charge, date change charges & difference of fare
• Re-issue booking before departure (open ticket) and after departure (partial use)
• Proven ability to manage multiple projects at the same time
• Highly skilled in planning and selling itinerary tour packages and promotional incentives
• In depth knowledge of hotel reservations and auxiliary transportation
• Hands on experience in anticipating customer’s needs and planning tours accordingly