Shadi Al Wadeh

Previous Employer: Position Held: Guest Service Agent. And Promoted to Duty manager. Period of Service:: Is aware of and abides by all hotel policies, procedures & relevant legislations Duties & Responsibilities: Ensures all directions are followed out at the request of any level of Senior Management Keeps abreast of all product knowledge, ranging from daily functions, services and facilities available, and marketing and promotional activities. a favourable image of the hotel, through a positive and professional attitude, manner, and presentation. Maintains a positive relationship with Guests and Colleagues by meeting and exceeding their expectations through Heart Felt Service. Ensuring that all hotel team members are providing prompt, attentive and friendly service at all times through monitoring Mystery Shopper results, and CSM averages. Ensure Guest details remain confidential. Reports any hazards, risks, accidents as required Abides by and is aware of all relevant Occupational, Health & Safety legislation Answer all incoming calls within three rings, using the Swissôtel Hotels & Resorts greeting standards. Respond to queries received by any form of media within a 24 hour time frame, or pass them onto the appropriate personnel. Constantly reviewing the performance and operations of yourself and the department through monitoring Mystery Shopper results, and CSM averages

Previous Employer: Production: Assistant Front Office Manager Position: Manager Period of Service: Duties & Responsibilities: Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel. Responds to guest needs and resolves related problems. Supervises and directs reception and reservations personnel. Inspects front of house and back of house regularly for cleanliness. Assists Guest relation in greeting, rooming, and sending off VIPs guests.

Previous Employer: Production: Assistant Front Office Manager. Position: Manager Period of Service: Duties & Responsibilities: Supervise the operational activities of the hotel front desk within guidelines to provide the highest standard of courteous service. Train and develop front Desk agent, Prepare staffing schedule. Prepare a shift briefing to communicate activities, short take training and any problems and/or special information to the next shift. Perform check-in and check-out procedure.: take personal responsibility for correcting customer service problems.

Employer: Production: Assistant Front Office Manager. Position: Manager Period of Service: Duties & Responsibilities: Supervision and control of the Front Office operation Responsible for Reception and other sub sections in Front Office Duties include meeting and greeting guests ensuring the highest standards of guest care and attention are withheld Co-ordination with the Housekeeping department, Concierge and Reservations, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner in the absence of the Front Office Manager Respond to guest inquiries and coordinate special arrangements and requests from other departments Accomplishes front office human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures Achieves front office operational objectives by contributing information and analysis to hotel strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality-service, and guest-service standards; identifying and resolving problems; completing audits; determining front office system improvements; implementing change Resolves guest dissatisfactions by planning and directing the receipt; investigation, evaluation, and settling of complaints; following-up with guests; personally resolving difficult situations To ensure that Weekly, Monthly reports are been sent to the management as per their requirements. Cooperation with all Front office tasks. Ensuring that all security standards are adhered Conducting Briefing and attending meet with the management in order to discuss the future plans, success and drawbacks. Handling the team, motivating and guiding them to achieve the monthly target of Market matrix(Survey of guest satisfication).

Current Employer: (Pre-opening Hotel) Production: Front Office Manager. Position: Manager Period of Service: Duties & Responsibilities: Main responsibilities: To provide professional and friendly service to all patrons. To assist Rooms Division Manager in the service of Front Office department. Main duties: Co-ordination and supervision of all Front Office areas including Assistant Managers, Front Desk, Telephones, Night Auditing and Concierge The position necessitates the incumbent to spend at least 80% of their time in the Reception and lobby areas in order to manage the service experience. This position is also involved with the profitable yield management of room sales. Is aware of and abides by all hotel policies, procedures & relevant legislations Reports any hazards, risks, accidents as required Abides by and is aware of all relevant Occupational, Health & Safety legislation Ensures all directions are followed out at the request of any level of Senior Management KEY TASKS: Oversee the smooth running of Front Office on a day to day basis to achieve high levels of guest satisfaction Meet and escort VIP guests when Assistant Manager is not available Continue to update and supervise the FIT group check-ins/out to ensure maximum efficiency is maintained Monitors daily arrivals ensuring all requests are carried out wherever possible and all realistic expectations are met Ensure daily briefings are carried out each shift and communicate all relevant information to the team members Ensure all issues pertaining to guest satisfaction are met and that all follow up is completed on a timely basis. Pre-empt guest's needs The preparation of budgets for the Department Attend daily operations meeting