Accurately reviewed arrivals for all club guests and prepared the distribution of guests’ amenities, welcome letters, fruit baskets and VIP gifts as well as inspecting the VIP rooms and amenities set up. Exceptionally performed check-in and check out of VIP guests, deliver their loyalty benefits, liaise with concierge to escort them to their rooms with their luggage while cross selling other hotel services and products. Orchestrated exemplary services by greeting guests courteously, walking them to their seat of choice, taking their orders as well as making recommendations during the breakfast, high tea and happy hour services. Competently utilized the MICROS and POS systems to process customer orders, complete payment transactions and issue receipts as well as accurately processed all cash and credit card transactions, cashier float, foreign currency exchange and performed audit balances. Diligently performed courtesy calls, birthday surprises for inhouse guests, attended to un-well guests as well as monitor guest complaints and follow through on service recovery and guest satisfaction. Enrolled guests into the loyalty program and handled all loyalty guest enquiries and complaints; ensured points or miles award after every stay leading to a 90% guest satisfaction on surveys. Conducted trainings to new joiners and all other departments, as well as daily team briefings on program updates; leading to 100% performance compliance for all front desk team members Maintained inventory of all point of sale materials by ordering and distributing to teams and guests alike. Administered incentive programs, monitored performance trackers, created and implemented a quarterly action plan to ensure targets were met; and celebrated successes with the teams by awarding point incentives monthly.

Hire specialized subcontractors, supervise and inspect the quality of work and ensure safety regulations are followed at all times. Research and decide on materials and products sourcing, and keep accurate financial records; advise and keep client updated on progress and any changes that may occur.

>Attained 95% guest satisfaction scores by diligently attending to guests queries and complaints through Hotelogix guest service console; and liaised with other departments and third party contracted companies >In charge of 80+ new joiners’ on-boarding process, conducting trainings on company operating procedures; to ensure team competency. >Exceptionally dealt with 2900+ guest arrivals & departures of 121 nationalities and sold over 11,000+ room nights using Hotelogix 2.0 system. >Monitoring efficiency of front office operations by reviewing arrivals, departures, room preferences, room allocation; conducting team briefings and reporting to the front office manager on the same.