JOHN KIARIE

• Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
• Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
• Fostered positive employee relationships through communication, training and coaching.
• Shift management and schedule allocation for Valet, bellboy and hotel limousine drivers .
• · Contract verification for outsource staff and transportation company.
• · Ensure that all GSEs, Doormen and Bell Attendants report to duty on time and are well groomed.
• Promoted professionalism among staff to develop productive relationships.
• Trained staff to resolve complaints appropriately to maintain customer satisfaction.

· Managing mail, luggage and deliveries.

• Maximized hotel revenue, utilizing Opera PMS to control daily room inventory.
• Monitored and analyzed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
• Organized guest transport to support smooth airport transfers.

.Providing guests with information about attractions, facilities, services, and activities in or outside the property.

· Providing a strong knowledge of the hotel's facilities and services and of the surrounding community to the guest.

· Contacts roomed guests periodically to ascertain any special needs.

· Handles guest complaints and solve problem to their highest satisfaction.

· Receive, store deliver items run errands for guests

•Ensure guests are greeted appropriately upon arrival in a warm manner

•Open car doors for arriving and departing guests and escort them to the lobby

•Control all guest car keys and ensure that cars are delivered within 10 minutes upon guest request

•Forward all guest complaints or problems to the manager on duty

•Ensure that an effective handover is made between duty shifts

•Demonstrate a complete understanding of the hotel’s policies and procedures and service standards and have full knowledge of the hotel facilities and happenings at all times

•Establish, promote and maintain good public relation while meeting or exceeding guest expectations.

· Welcoming visitors by greeting them in person or by telephone and refereeing inquiries.

· Directing visitors to their designated offices.

· Issuing pass to visitors with pass to their designated floors.

· Maintaining vigilance by following security procedures as by the company policies.

· Contributing to team effort by accomplishing related result as needed by the company policy.