Opera PMS
JOHN THOMAS
Front Office Duty Manager / Asst.FOM
Musshafa, Abu Dhabi,UAE,AD
Summary
Productive hotelier with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records. Cross-trained, multi-functioning professional with 8 years of experience in front office management landscapes. Keenly equipped to handle training and development of employees, business reporting,time-keeping management and financial audits. Excellent at setting agendas and providing guest-centric yet, employee-focused environments.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
5
5
Languages
Work History
Duty Manager/Night Manager
NOVOTEL AND IBIS ABU DHABI GATE
Abu Dhbai, Abu Dhbai
03.2019 - 06.2021
- Ensures guests have a smooth running stay at the hotel.
- Organizes the customer welcome and care provided by the team.
- Manages and motivates the team in order to provide a high standard of service for customers.
- Meet the department's quantitative and qualitative targets accordingly.
- Welcomes guests and fosters customer loyalty through his/her friendly manner.
- Develops high quality relationships with guests throughout their stay.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a rapid solution.
- Ensures that guest documentation and information is available and up-to- date.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Supervises the standard of customer relations on a daily basis.
- Develops employees' motivation and team spirit by creating a good working atmosphere.
- Integrates and trains employees, providing support for skills development.
- Contributes to synergy within the marketplace by promoting the inter-hotel coordination policy.
- Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimize REVPAR.
- Motivates and drives the team to attain department's quantitative targets.
- Ensures that guest documentation and information is available and up-to- date.
- Sets the daily occupancy and average room rate targets for the team.
FO Supervisor / (Acting Duty Manager)
IBIS ABU DHABI GATE
04.2017 - 03.2019
- As an Acting Duty Manager responsible for managing the first impressions ofour guests.
- (i.e.) welcoming & greeting, converse and assist guests withenquiries, especially when VIP guests, long-stay guests, and others are in thehotel.
- Occupy the hotel lobby and other public areas always, particularly at busytimes.
- Engage guests in conversation and provide general assistance.
- Meet and greet VIP Guests and major corporate clients upon arrival.
- Lead and coach the team towards achieving highest level of guest service.
- Monitor guest satisfaction reports and implement actions to improveresults.
- Oversee the entire Front Office operation to maintain high standards.
- Represent the AFOM/ DM and other senior managers in their absence,.
- Manage record and promptly resolve issues or emergencies that arise.
- Assist other departments, as necessary.
- Ensure that all accounting and auditing practices are in line with companypolicies, requirements and check audits and registration cards beforesending them to accounts.
- Effective preparation of duty rosters in the absence of duty manager.
- Involved in check in and check out ,checking all registration cards, Arrivalcorrespondences, High Bills, Rate Variance, Room Blocking, Pick Up anddrop details.
FO Team Leader
NOVOTEL AND IBIS ABU DHABI GATE
03.2016 - 04.2017
Senior Front Desk Officer
FLORA GROUP OF HOTEL DUBAI
01.2014 - 02.2016
Guest Service Associate
Crowne Plaza Kochi
09.2012 - 09.2013
Industrial Training
Park Hyatt Resort and Spa
Goa, India
01.2012 - 06.2012
Education
Bachelor of Science - Hotel Management
University of Calicut
Calicut 06.2009 - 01.2012
Skills
Oral and writing communication
Policy and procedure modification
Documentation and control
Workflow planning
Organization and planning
New-Hire Training
Software
Oasis (Duty roster)
Materials Management
TRITON
MICROS
Interests
Networking
Browsing
Book reading
Additional Information
REFERANCE:
Mr. Rohit Sharma.
Director of Rooms
Pullman Dubai Creek.
Contact Number: +971-551527399
Timeline
Duty Manager/Night Manager
NOVOTEL AND IBIS ABU DHABI GATE
03.2019 - 06.2021
FO Supervisor / (Acting Duty Manager)
IBIS ABU DHABI GATE
04.2017 - 03.2019
FO Team Leader
NOVOTEL AND IBIS ABU DHABI GATE
03.2016 - 04.2017
Senior Front Desk Officer
FLORA GROUP OF HOTEL DUBAI
01.2014 - 02.2016
Guest Service Associate
Crowne Plaza Kochi
09.2012 - 09.2013
Industrial Training
Park Hyatt Resort and Spa
01.2012 - 06.2012
Bachelor of Science - Hotel Management
University of Calicut
06.2009 - 01.2012