Lara Malhas

. works closely with the Front of House Team with Guests to greet, especially when VIP Guests, long-stay Guests, and those who are in the hotel lobby and public areas to ensure they feel recognized.

· work closely with all areas to ensure awareness of all events taking place in the resort

· Ensure the eye for details of the overall cleanliness and presentation of the resort and report any issues to respective areas for corrective measures.

· Manage, record, and resolve promptly all major guest complaints and work closely with the feedback team to ensure all CFS logs in the resort are closed accordingly within the established timelines.

· In the absence of Head of VIP services, meet and greet guests and major corporate clients upon arrival

· Coordinate the services and special facilities provided to long-stay Guests

· Stay current with all hotel products, services, policies and emergency procedures

· Monitor Guest satisfaction reports and implement actions to improve results. Identify areas of improvements affecting guests' satisfaction. A committee will be formed to ensure this is taking place.

· Handle, record and follow through with management issues or emergencies that arise

· Assist the different areas of Front House during heavy time of check-ins and check-outs to clear any queues and ensure better crowd management around the resort.

· A daily report of activity day and night to be provided.

. Pre-opening Team

. Responsible for all hotel operations, focusing in Front Office and guest satisfaction.

. Hiring the talented candidates.

. Attending all the meeting related to daily hotel operations, Revenue, quality improvement, monthly P&L meeting and marketing related.

. Coach and lead 52 team members and develop them.

. Handling all the VIP guests by meeting and greeting them, plan their itinerary.

. Handling all Chairman's inquiries and requests.

. Working closely with Revenue and handle all the overbooking situation by having strategy and action plan.

. Working closely with Housekeeping especially for any VIP arrival and maintaining the Rooms P&L.

. Working closely with Food & Beverage and making sure to cascade all the information related to the guest inquirers, dietary restriction and food allegation.

. Working closely with Banquets & Events and making sure having the sufficient numbers of valet for any events happening in the premises of the hotel.

. Working closely with Business Development Department and arranging hotel tour in the absence of Sales or weekends.

. Attending meetings related to the daily operation with housekeeping and Engineering department.

. Handling long term guests.

. Interviewing and hiring.

. Submitting end of the month corporate reports.

. Working hand in hand with the Director of Front Office in any colleagues related.

. Assisting in setting the Front Office goal.

. Attending meetings related to the daily operation with housekeeping and Engineering department.

. Handling long term guests.

. Interviewing and hiring.

. Submitting end of the month corporate reports.

. Working hand in hand with the Director of Front Office in any colleagues related.

. Assisting in setting the Front Office goal.

. Maintaining an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and any allied information

. Handling guest complains.

. Charing the weekly quality meeting to enhance the guest satisfaction.

. Ensuring all the VIPs arrival rooms are inspected. Meet & greet all the VIP arrivals.

. Part of pre-opening task force in Rosh Rayhann Rotana Riyadh

. Handling all the loyal guests by meeting and greeting them upon arrival.

. Being a loyalty Champion.

. Conducting training for all new joiners and arrange the training plan.

. Handling all guest complain and making sure to turn their experience.