Shadia Nalukago

• Greet guests at front desk and engaged in pleasant conversations while managing check-in and check out process.
• Resolved service-related problems and documented actions in system.
• Collected room deposits, fees, and payments.
• Confirmed relevant guest information and payment methods to prevent fraud.
• Trained new staff members in front desk and hotel operations.
• Worked flexible schedule and extra shifts to meet business needs.
• Addressed customer needs and make product recommendations to increase sales.
• Operated cash register for cash, and credit card transactions with excellent accuracy levels.
• Handled cash with high accuracy and took care to check bills for fraud.
• Worked with floor team and managers to meet wide range of customer needs.
• Provided excellent customer care by responding to requests, emails and any spacial occasion that requires set up i the rooom.

• Handling incoming calls to answer questions, refer callers to other departments or transferring them to specific departments.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Receiving incoming calls and routing them to appropriate individual.
• Assisting with internal communication by answering phones and relaying messages within the organization.
• Providing post-call follow-up to ensure that guests requests have been worked on.
• Preparing handover for the night shift and sending it via email.
• Filling guests request on worksheet and as well as sending a glitch report email to room division.
• Recording all external calls in business excel on daily basis.
• Coordinate housekeeping, concierge, transport provider and kitchen staff to meet customer requests.

ACHIEVEMENTS

• Crossing training at front office (front desk)
• Training new joiners.
• I also created a guidebook for telephone operators with Standard operating procedures (SOP).
• Supportive at the reception during busy days by checking in guest and check out guest.

• Responsible for receiving calls from site operation sector coordinators.
• Welcoming visitors entering parcel A.
• Making sure all visitors have their names checked in before proceeding to offices.
• Registering of work force or any maintenance service taking place.
• Scanning visitors’ tickets and linking their face to the ticket.
• ACHIEVEMENTS
• Assisting out in school events (expo young stars) in Alwasl.
• Assisted in Alicia keys concert, Cold play concert, Davido concert which were all successful.
• Assisted in National day celebration at the stage of national.
• Volunteered in Expo run.
• Volunteered to assist security at the grand closure of Expo 2020.
• Expo heart certificate and appreciation certificate.

• Welcoming visitors and making sure all have tickets.
• Selling tickets and upgrading of guest pass.
• Scanning visitors’ tickets and granting them access.
• Dealing with guest complaints and cash handling.
• Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
• Managed timely and effective replacement of damaged or missing products.
• Responded to customer requests for products, services, and company information.