𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒚– ❖ Administrative Duties: Managed front office administrative tasks, including record-keeping, report generation, and inventory management. Collaborated with other departments to coordinate guest services and maintain operational efficiency.* Front Office Management: Overseeing daily operations and ensuring seamless coordination between front desk staff, patients, and practitioners.Supervising the front desk team to provide exceptional customer service and address patient concerns promptly.* Personnel Management: Providing training, cross-training, and retraining front office staff to ensure proficiency in their roles. Participated in the selection process of front office personnel, ensuring alignment with organizational values and standards.* Operational Supervision: Monitoring workload distribution to maintain efficiency; addressing any operational issues promptly to minimize disruptions and providing guidance and support to staff as needed for seamless operations.• Revenue Optimization: Strategizing revenue optimization techniques by analyzing daily occupancy rates, monitoring rate variance & credit reports and market trends to capitalize on revenue opportunities.Implementing dynamic pricing strategies and promotional offers to attract high-balance guests and maximize revenue per available room (RevPAR).• Operations Oversight and Guest Relations:Maintaining control over master keys and ensured accurate room status information are communicated.Resolving guest problems promptly, efficiently, and courteously, enhancing guest satisfaction.* Financial Management and Reporting: Reviewing and completing credit limit reports, working within allocated budget for the front office. Conducting cash handling and check-cashing procedures, enforcing policies to maintain financial integrity. Operating Front Office computer systems, preparing revenue forecasting, and maintaining comprehensive filing systems.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔–❖ Trains, cross –trains, and retrains all front office personnel.❖ Participates in the selection of front office personnel.❖ Schedules the front office staff.❖ Evaluates the job performance if each front office employee.❖ Verifies that accurate room status information is maintained and properly communicated.❖ Resolves guest problems quickly, efficiently, and courteously.❖ Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.❖ Works within the allocated budget for the front office.❖ Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.❖ Checks cashiers in and out and verifies banks and deposits at the end of each shift.❖ Conducts regularly scheduled meetings of front office personnel.❖ Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.❖ Prepare performance reports related to front office.❖ Maximize room revenue and occupancy by reviewing status daily. Analyse rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc.❖ Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.❖ Prepare revenue and occupancy forecasting.❖ Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.❖ Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.❖ Monitor all V.I.P 's special guests and requests.❖ Review daily front office work and activity reports generated by Night Audit.❖ Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔– ❖ Managed a team of 15 to steer guest services, front desk, day-to-day operations, staff development, sales and reporting, and to contribute to the efficient and effective management of hotel operations, while ensuring guest satisfaction at all times.❖ Promoted teamwork and communication through the effective management of day-to-day and ongoing staffing levels and allocation of duties in order to provide exceptional guest experience.❖ Led, recruited, developed, trained and mentored front office teams in delivering customer service excellence.❖ Maintained constant communication with all departments to understand areas of concern, identify opportunities for improvement and implementation based on guest feedback.❖ Assisted with all customer enquiries or requests regarding products and services in a professional manner.❖ Audited and reconciled all revenue postings with daily sales reports on a daily and monthly basis.❖ Conducted analysis of rate variance, daily audits of reservation discrepancies, tracked room reservation and related statistics through guest check-ins and check-outs, and controlled discounts and rebates.❖ Collated and shared income audit status reports with finance team on a periodic basis.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔– ❖ Achieve positive outcomes from Guest queries in a timely and efficient manner Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as requiredEnsure that the Guest Service Manager is kept fully aware of any relevant feedback from guests and, or, other departments.❖ Demonstrate a high level of customer service at all times.❖ Attend appropriate training courses, when required, and assist with the Night Team's training and development efforts.❖ Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties.❖ Maximize room occupancy and use up-selling techniques to promote hotel services and facilitiesUse the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.❖ Comply with hotel security, fire regulations and all health and safety legislation.❖ Act in accordance with policies and procedures when working with front of house equipment and property management systems Follow company brand standards Assist other departments, as necessary.

𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔–❖ Assists in pre-registration 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.❖ 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 checkouts, late checkouts, early check-ins, special requests, and day use rooms.❖ Maintains guest room key storage, and maintains and supervises access to safe deposit boxes.❖ 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.❖ Works closely with the housekeeping department in the keeping room status reports up to date & coordinates requests for maintenance and repair work.❖ Uses proper telephone etiquette.❖ 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 and record details in the courier Mail Register.❖ Inform guest of the room safe and mini-bar key and room key procedures.❖ Communicate services and amenities of the hotel to guests.❖ Obtain proper identification for tax-exempt guests and attach the form to registration card.❖ Direct Bell Person to escort guest and transport their luggage to the room.❖ Reports any unusual occurrences or requests to the manager or assistant manager.❖ Maintains the cleanliness and neatness of the front desk area.❖ Advise guest of any messages, mail, faxes, etc. received for them.