Jean Luusah Email & Phone Number

Lhaviyani, Maldives

Westlands, Nairobi, Kenya

Nairobi, Kenya

• Maintain a professional working environment in Front Office Department and fulfill a variety of job functions, such as training employees and assigning tasks, solving problems, implementing procedures, providing customer service and primarily reporting to Front Office Manager. • Dealt with a variety of clients visiting our Hotel for weddings, business, events, and vacations.• Assisted guests and fellow associates to resolve any issues promptly whenever they would upholding the prestigious reputation of the property and Movenpick in general.• Achieved quality results by leading Front Office associates through training, communication, and empowerment.• Forecasted occupancy and generated discrepancy, comp occupancy, and allowance• Responsible for ensuring settling of guest accounts and all aspects of recordkeeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced.• Assumed manager on duty responsibilities when scheduled• Assisted to created policies and procedures as part of the opening team.• Responsible for the management and coordination of all hotel operations during the overnight shift including nightlife, food & beverage, and guest requests, issues, and inquiries.• Scheduled to cover duties of Night Manager and Manager On Duty on their days off.• Maximized hotel revenue by monitoring hotel room inventory and upselling.• Overlook VIP guests/groups to ensure smooth and enjoyable stay throughout entire experience from check-in/check-out and actual event.

Bur Dubai

• Taking charge of the operations of Front office Department. Primarily reporting to Hotel Manager and Director of Rooms. Ensures guests have a smooth running stay at the hotel.• Being the bridge between the front and the back office. While coordinating the operation and ensuring that all guests experience a fantastic stay.• Customer Satisfaction (Guest Feedback, Social Media Review).• Financial Performance (Up selling, Room Revenue, Operation Auditing).• Showing Initiative, Problem Solving, Staff Training, Team Leading.• Managing and motivating the Front Office team in order to provide a high standard of service for customers.• Developing high quality relationships with guests throughout their stay. • Handling any guest complaints or contentious issues that cannot be settled directly by team members and providing a fast solution.• Overseeing and supervising guest arrivals and departures with the front office Team Leaders.• Ensuring that the pricing policy and internal audit procedures are duly applied. • Ensuring maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.• Reviewing arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.• Being involved in recruitment of new team members for front office.• Integrating and training employees, providing support for skills development.• Ensuring that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.• Ensuring team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.• Making sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR • Having a good knowledge of all systems and standard operating procedures of front office.• Ensuring that guest documentation and information is available and up-to-date.

Jumeirah

• Assisting Resident Manager and Asst. Operations Manager during the hotel’s opening operations.• Greets the VIP guests of the Villas.• Co-ordinates with all departments concerned in order to maintain full adequate functions in the whole property, discussing problems encountered by Front Office team and shift leader on a daily basis. • Handles guest complaints and other related problems and reports on the Duty Manager reports on a daily basis.• Assists all departments when necessary to ensure efficient service during they are busy, answering guests inquires, handling complaints and attending to the needs of the guests.• Approves and sign for allowances, rebates etc., as required by Finance Office.• Promotes, motivates and maintains good public relations.• Approves the working schedule for the Front Office team and assigns Duty roster for all Front Office staff and submits them to Resident Manager for approval.• Contributed to the reduction of payroll costs from 28% to 22% by cross-training employees to multiple roles in the operation.• Assisted Resident Manager to reduced utility costs from 12% to 9% by decreasing and monitoring on a daily basis electricity expenditure in each unit. This was achieved through daily Duty Manager Inspections of checks of vacant Villas of A/C temp checks, power monitoring. • Assisted maintaining 8.9 score on Booking.com reviews through in-house guest feedback and high customer service. • Increased direct reservations by direct contact with guests on both check-in and check-outs and offering incentives to book directly and reducing OTA commissions.

Dubai

( Pre-opening Team 25 July 2010 – Present ); Star Employee of the Month – March 2012 )• Send rooming list reminders and reach out to clients to try and get the rooming lists.• Monitor cut-off dates and alert the sales manager when we haven’t received the rooming list. • Meet with the clients when they are in-house to go over rooming lists or to go over rooming requests, room issues, etc.• Assist groups with changes and requests when they have already checked-in. (extending reservations, changing billing, room requests, etc.) • Receiving calls or emails from the front desk when the group contact tries to make changes at the front desk, about extending the reservations and the rate they can offer. • Receive the contract and enter the information into the group master in PMS.• Input rooming lists and send delegates list to group contact. Working directly with the group contact on completing changes, cancels, and additions to the rooming list. • Review daily block discrepancy report and fix any discrepancies with the room blocks.• Process the deposits and keep track of the deposit schedules. • Attend the weekly resume meetings.• Attend pre-con meetings with the clients.• Assist call center agents with any questions about the groups.

Dubai

Ibn Battuta Gate Hotel – DubaiDuration: ( Pre-opening Team 25 July 2010 – Present ); Star Employee of the Month – March 2012 ) Daily arrivals by transportation reports and follow ups on guest queries.Coordinating with GRO, GRA for RIP & MIP arrivals as well as all other departments for any special events (F&B, BC, etc ) and attend FO briefings.Courier, fax & messages distribution for guests and management.Ensure valet parking service for in house guests and visitors.Airline ticket assistance.Restaurant, events, activities and excursions reservations.

Welcome, escort and give orientation of all facilities of the newly opened Hotel to all guest arriving.

Reasons for leaving: Personal reasons Duties: Handling contracted allocations in UK and Ireland.Processing bookings, book-outs and stop salesLoading details on reservations systemsMaintaining day to day relationships with suppliers in designated markets.

Reasons for leaving: Better career prospects in Spain Duties: Duty Manager ( night or day ) of the Hotel during back to backshift dutiesUpdate GDS systems online of room availability for Hotel agents systems.Night auditing of rooms, telephone, breakfast and all billings into room accountsBanking and back up of business, daily, weekly and monthly when required.Check in and check out of guestsMake reservations and reply to enquiries for reservations via e-mails, fax and telephonesTelephone operations at desk and inter-house

Ensuring all areas of the Hotel met and maintain the Como Hotels & Resorts standards.Assisting the Head Housekeeper with the day to day operations of the department.

Day to day operation of the Department to ensure all standards of the Golden Tulip Group are met and maintained.