Ana Maria Vuda

• Assist RDM in organizing and efficient operation of the Front office Department.
• To supervise the reception counter and to monitor all the check in and check out of the entire shift.
• To initiate action on all group bookings, and block rooms for all the expected arrivals (FIT, Groups) and same to be informed to the housekeeping department.
• Follow up with the local travel agent for requirements of a group before their arrival.
• Check all rooms blocked VIP.
• Handled guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.
• Used smart upselling techniques to increase customer purchases, including room upgrading and service add-ons when checking in.
• Managed administration duties, including updating records, filing bookings and other tasks as required.
• Managed staff training and onboarding, coaching in customer service techniques, best practices and complaint management.
• Delegated administrative and employer needs qualified employees to promote sense of responsibility and balance operational needs.

Assist the Front Office Manager and Assistant Front Office Manager in their task of running the Front Office efficiently and effectively.Prepare and execute the end of day process for the resort. Fully aware of the daily sell strategy, current sales strategy, special rates and promotions, corporate agreements and discount conditions and ensure its being follow up by the team. Auditing of credit card settlements and posting done on the day

Audit night operations, identify emerging issues and direct staff to resolve identified problems for seamless guest experience.Check auditing discrepancies by reconciling credit card transactions ,daily room occupancy and hotel revenue.

Assist Guest service agent when needed and complete activity spreadsheets and shift checklists to streamline front-of-house operations.Communicate with Housekeeping to make sure hotel rooms are ready for customer arrivals. Minimize customer wait times during check-in and check-out by collaborating with colleagues.Check cash, credit card and foreign exchange transactions, reconciling at end of shift to balance register.

Assist the Front Office Manager and Assistant Front Office Manager in their task of running the Front Office efficiently and effectively. Practice Star Standards at all times, and fulfil all daily routines as listed in the Duty Managers checklist, plus any other duties assigned by Senior Management. Conduct site inspections as and when requires by the Sales Department

Assign and allocate guest rooms according to guest preferences and request. Answer phones politely and professionally, dealing with matters including bookings and general queries.Handle guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.Manage administration duties, including updating records, filing bookings and other tasks as required.

Greet guests with a friendly and welcoming demeanor, assist guests with check-in and check-out.Answer phone calls and respond to guest inquiries promptly and providing information about hotel amenities, services, and local attraction and also maintain accurate records and documentation of guest information.

Checking guest in and out of the hotel by processing guest payments and credit cards.Providing information and concierge services, such as attractions, activities, events, transportation, room service, dry cleaning, and message delivery while maintaining department standards and clerical duties, such as key control, change bank, typing, and computer data input

Greeting guests upon arrival and making them feel welcomed, administering check-ins and check-outs and providing front desk services to guests assigning rooms and taking care of administrative duties, Delivering mail and messages processing guest payments and 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 and accommodating general and unique requests.