mohamed sonbol

1. Oversee the daily operations of the front desk, including check-in/out procedures, guest inquiries, and complaint resolution. 2. Train and supervise front desk staff to maintain high standards of customer service. 3. Handle special guest requests and VIP arrangements. 4. Monitor and maintain front office inventory and supplies. 5. Collaborate with other departments to ensure a seamless guest experience.

Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction • Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods • Actively involve in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel / company partners • Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts • Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all corporate and property standards and policies

Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction • Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods • Actively involve in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel / company partners • Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts • Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all corporate and property standards and policies

Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction • Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods • Actively involve in promoting and selling companies loyalty program, Food & Beverage events / in house facilities and hotel / company partners • Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts • Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all corporate and property standards and policies

• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure • Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed • Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests • Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries • Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels • Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures • Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed • Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings

• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure • Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed • Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests • Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries • Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels • Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures • Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed • Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings

• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure • Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed • Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests • Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries • Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels • Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies and procedures • Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed • Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings

Receive each guest call in a professional and friendly manner • Maintain effective communication with all related department to ensure smooth service delivery • Handle every query in a polite and courteous manner and exceed guest expectations • Ensure guests are greeted by name upon calling as per the Rotana Standard • Maintain an up to date knowledge of the hotel and local services • Maintain an awareness of guest profile through the Opera guest profile system • Complete management’s long distance call vouchers and record them on the traffic sheet • Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard • Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls • Take messages for guests and management as per the required standard