AHMED EHAB TAHER

324 Rooms & Suites

• Supervised front office operations, ensuring seamless guest check-in and check-out processes.
• Manage room assignments, key cards, and guest registration (check-in procedures).
• Ensuring seamless billing and checkout for departing guests.
• Handle guest complaints and concerns, resolving issues promptly and professionally.
• Coordinate with different departments. Eng, finance, housekeeping, security, and F&B that allow seamless service delivery.
• Monitor and control room inventory, rates, and availability.
• Supervise and assist with night audit procedures, and reports.
• Maintain accurate records and reports, including the front office logbook, rate checks, and guest history.
• Ensure compliance with hotel policies, procedures, and safety standards.
• Develop and maintain positive working relationships with colleagues, and other departments.
• Handle cash, credit card transactions, and guest accounts.
• Trained and mentored front desk staff to enhance service quality and operational efficiency.
• Flexible in performing all duties assigned by the FOM.
• Prepared reports on front office activities and performance metrics for senior management.
• Organized and allocated rooms to guests, preventing double bookings.
• Analyses customer feedback, identifying areas for improvement in service delivery.
• Oversaw the booking and reservation system, maximising room occupancy and revenue.
• Enhanced front office security protocols, safeguarding guest information, and property.
• Ensured that the lobby and areas surrounding the Front Office were clean and presentable at all times.
• Acted as the main point of contact for both staff and customers concerning the front office functions during opening hours.
• Coordinated night shift operations, including late check-in, housekeeping operations, and other related tasks.
• Assisted in rostering team shifts, as well as managing staff absences and holidays.

• Company Overview: 4 Properties which are the following: Intercontinental Hotel Dubai festival city 508 rooms & suites - Crowne Plaza Hotel Dubai festival city 316 rooms & suites -Holiday Inn Hotels 450 rooms & suites-Intercontinental Residence Suites 212 suites.
• Answer phones and assist customers in making, altering, or cancelling reservations.
• Managed reservation systems to optimize guest bookings and enhance customer experience.
• Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
• Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
• Respond to emails with reservation information, confirmations, and additional details.
• Advise customers regarding ongoing promotions, or available upgrades that may enhance their experience.
• Answer questions regarding rooms, facilities, rates, and events.
• Accurately record customer information, and charge credit cards upon successful reservations.
• Attend to inbound and outbound calls, and make reservations for corporate travel, meeting/event bookings, and group travel.
• Prepare trip itineraries, travel documents, payment vouchers, and verify traveler's names, addresses, telephone numbers, and travel details.
• Develop and maintain relationships with customers, suppliers, and other stakeholders.
• Develop new promotional tools, sell products, and attend sales training courses.
• Create customer profiles and perform data mining.
• Resolved guest inquiries and concerns efficiently, contributing to improved customer satisfaction ratings.

• Perform all check-in and check-out tasks
• Manage online and phone reservations
• Inform customers about payment methods and verify their credit card data
• Welcomed guests and clients in friendly, positive manner and assign rooms
• Provide information about our hotel, available rooms, rates and amenities
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Maintain updated records of bookings and payments
• Answered and directed incoming calls to relevant staff members using multiline telephone system.

• Greeting guests upon arrival and making them feel welcomed.
• Administering check-ins and check-outs.
• Providing front desk services to guests.
• Assigning rooms and taking care of administrative duties.
• Delivering mail and messages.
• Processing guest payments.
• Coordinating with bell service and staff management.
• Being a source of information to guests on various matters such as transport and restaurant advice.
• Processing meal and beverage requests.
• Accommodating general and unique requests.