Managing current guest operations team responsible for 300 properties in DubaiProactively develop and plan weekly team schedules on a regular basis that optimizes employees strengths, recognizing their scheduling needs while maintaining disciplinary attendanceResponsible for coordinating with the team to provide the best guest experienceEngaging with all aspects of guest operations on a daily basis to be informed about events and happening to ensure that team understands the tasks… Show more Managing current guest operations team responsible for 300 properties in DubaiProactively develop and plan weekly team schedules on a regular basis that optimizes employees strengths, recognizing their scheduling needs while maintaining disciplinary attendanceResponsible for coordinating with the team to provide the best guest experienceEngaging with all aspects of guest operations on a daily basis to be informed about events and happening to ensure that team understands the tasks required to ensure the proper and smooth guest experienceIn charge for audit and adjustment of the bookings by monitoring the software and booking channelsResponding to all guest requests/concerns/emails/calls/complaints in a timely manner, deescalate issues as they arise and propose sufficient way of service recoveryCommunicate with housekeeping and maintenance departments to address guest requests and preferencesEnsure to create positive work environment for team, being a good leader and fostering teamwork amongst the teamFull training for new joiners and existing staff members as neededWorking closely with HR and Directors on hiring and disciplinary needsProposing new ideas and solutions to Directors and Marketing team based on guest feedbacksMaintaining high score reviews and Superhost status on online platformsParticipating in new services development, including partnership programsResponsible for site inspections and viewings of the apartments to attract new clientele Show less

Maintaining a positive, empathetic and professional attitude towards guests.Responding promptly to the guests within company standards.Communicating with guests through various booking channels.Knowing the inventory well to be able to answer any guest inquiryKeeping records of guest interactions, transactions, comments and complaints and report to the concerning departmentsFollow up and get up to date with guests feedback/complaints on booking channels… Show more Maintaining a positive, empathetic and professional attitude towards guests.Responding promptly to the guests within company standards.Communicating with guests through various booking channels.Knowing the inventory well to be able to answer any guest inquiryKeeping records of guest interactions, transactions, comments and complaints and report to the concerning departmentsFollow up and get up to date with guests feedback/complaints on booking channels (email/whatsapp/Airbnb/Booking.com and others)Send guests IDs and information to the building managements to ensure smooth registrationsSending reports to the management in case of receiving any negative review onlineFollow up /collect and record payments, report cash movements and work in close collaboration with the Finance team to ensure timely reporting of all transactionsProvide exceptional and memorable services to the VIP guests throughout their stay Show less

Set up and implement the task list for guest operations team.Launching check in / check out instructions for every type of the residence based on procedures and requirements.Collecting payments from the guests directly and hand over to the accountant.Achieving the first Superhost status on Airbnb and maintain it for 3 years in a rowFully training every new team joiners.Communicating with the guests through different booking platforms and meeting them personally for the… Show more Set up and implement the task list for guest operations team.Launching check in / check out instructions for every type of the residence based on procedures and requirements.Collecting payments from the guests directly and hand over to the accountant.Achieving the first Superhost status on Airbnb and maintain it for 3 years in a rowFully training every new team joiners.Communicating with the guests through different booking platforms and meeting them personally for the hosted check in mailto:remza.abdullah@gmail.com and check outs.Bringing new ideas and concepts to the startup holiday homes company by using previous experience and knowledge in the hospitality industry. Show less

Ensure all the guests receive warm greetingsAssist the Front Desk in Check in / Check out and payment proceduresProviding essential information about the property facilitiesFollow up with guest requests, report to specific departmentsHandle guest complaints and offering sufficient service recoveryFollowing up with VIP guests arrival and special amenities preparation and room decorations, welcome cards according to the guest preferencesMonitoring guest feedbacks online on… Show more Ensure all the guests receive warm greetingsAssist the Front Desk in Check in / Check out and payment proceduresProviding essential information about the property facilitiesFollow up with guest requests, report to specific departmentsHandle guest complaints and offering sufficient service recoveryFollowing up with VIP guests arrival and special amenities preparation and room decorations, welcome cards according to the guest preferencesMonitoring guest feedbacks online on a daily basis via Trip Advisor/Booking/ExpediaDaily courtesy call / lobby interactionPreparation and review of written documents and answering calls in a most professional way following e-etiquette Show less

Analyze all guest and travel agent requirements via phone and emails and recommend suitable options for all guests and assist to confirm all reservationsAnswer all incoming calls and emails with courtesy and ensure the sufficient resolution of all guest inquiries for various hotel services and operationsAssist to make all room reservations and ensure maximize the room revenue by upsellingCoordinate with sales department and manage all communication for group bookings and maintain… Show more Analyze all guest and travel agent requirements via phone and emails and recommend suitable options for all guests and assist to confirm all reservationsAnswer all incoming calls and emails with courtesy and ensure the sufficient resolution of all guest inquiries for various hotel services and operationsAssist to make all room reservations and ensure maximize the room revenue by upsellingCoordinate with sales department and manage all communication for group bookings and maintain all calendars for hotel and inform operation staff accordinglyAssist to book and block all rooms according to required standards and manage all special reservations and discount codesEnsure compliance to all security and safety standards on everyday basis and ensure optimal utilization of all resort software systems and maintain product knowledge on all room types and availabilityResponsible in preparing necessary daily revenue reports according to the management requirements Show less

Daily check of VIP/Loyal guest arrival list and report suitable amenities to F&B departmentAddressing and escalating INH and C/Out guest complaints through daily reportsPerforming at the check in / check out procedures, greeting guests, keep in contact with In House guestsPromptly following up with guest requests and report to responsible departmentsDaily courtesy call, Trip Advisor survey dispatch and responding to guests feedback on the webConcierge services /… Show more Daily check of VIP/Loyal guest arrival list and report suitable amenities to F&B departmentAddressing and escalating INH and C/Out guest complaints through daily reportsPerforming at the check in / check out procedures, greeting guests, keep in contact with In House guestsPromptly following up with guest requests and report to responsible departmentsDaily courtesy call, Trip Advisor survey dispatch and responding to guests feedback on the webConcierge services / Transportation arrangementMonitoring Guest Recognition ProgramParticipating in room decoration / room assignment for special occasions, using creativity and follow up with guest preferencesPreparation of special cards for service recovery/greeting/celebration amenities Show less

Responsible for office support and business meeting schedulesPerformed as translator at official business and headquarter meetings ( Russian/English)Acting as a first point of contact: dealing with correspondence and phone callsResponsible for travel arrangements and accommodation for formal business trips