Zacharia Oloo
Muscat,MA
Summary
Accomplished Agent with proven track record of exceeding aggressive sales objectives. Known for strong interpersonal skills and to develop loyal customer relationships. Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Driven Front Desk agent with proven track record of success in developing and implementing strategies to grow and improve business operations. Highly organized and possesses excellent communication and interpersonal skills. Effectively collaborates with colleagues and builds strong relationships.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Hotel Front Desk Agent
Kempinski Hotel Muscat
Muscat, MA
05.2021 - Current
- Attend departmental hand-over daily meeting with colleagues.
- Prepare all documents and items necessary for all arrivals and departures
- Check and reconfirm for any special attention guests or special occasions of in-house and arrival guests
- Liaison with concierge to update all guest transportation.
- Allocate and assign rooms according to guest request and room availability
- Attend all phone calls and cascade important information to all guests
- Check in guests and escort them to their room in case another colleague from concierge is with another guest
- Check out guests and make sure all are escorted to their cars, taxi or hotel limousine with luggage properly placed in trunk
- Coordinate with other departments to ensure smooth operation of upcoming bookings
- Assist guests in booking of restaurants and other hotel facilities and follow up after booking for feedback
- Train colleagues on hotel standards and service delivery to ensure quality remains up to per
- Assist guests with various concierge services including booking transportation to and from various locations in city
- Keep inventory of all bags and items in our storage facilities and update system accordingly
- Allocate rooms for any future bookings according to guest agreements with management
- Elaborate and engage with guests and colleagues to attain set targets for department and hotel.
- Verified and improved quality standards by analyzing customer service metrics
- Used Opera Property Management System to prepare sales reports containing customer information related to products and services purchased
- Established strong customer relationships, building recommendations and loyalty
- Researched and identified potential opportunities for clients, helping clients advance in industry
Hotel Front Desk Agent
Wyndham Grand Regency Hotel, Concierge Bellman
Doha, Doha
03.2014 - 12.2017
- Ensure that bell desk is manned at all times and Keep working area clean and tidy always
- Ensure smooth and fast baggage handling for all arrival / departure guests
- Maintain close relationships with reception / information / cashier as well as other departments
- Attend all guest calls for Bell stand / Door Services related services
- Delegate bell boys to pick up baggage from guest rooms
- For any guest requests follow up calls to be made back to guest to verify complete satisfaction
- All guest requests are logged in luggage track sheet
- Check inventory of items on loan, and all items are collected at time of on or before check-out
- All baggage movements are tagged and recorded
- Ensure all luggage stored in luggage room are filled and duly signed by guest and also all applicable policies are explained to guest
- Guest Messages are distributed properly and accurately
- Check daily arrival list for VIP's or guests with special needs guests
- Prepare for group movements and ensure enough staffing is in place to handle groups
- Recognize all returning and VIP guests, and welcome them back
- Helping guest service teams in escorting guests to and from their rooms
- Inform guests about all hotel and guest room features, hotel facilities and emergency procedures
- Be aware of daily hotel activities, group and VIP arrivals
- Communicate special guest requests to Managers
- Front Office
- Manager or Manager on Duty
- Ensure lobby, bell closet and work areas as well as departmental equipment are clean and presentable at all times
- Assist security team in scanning all guest luggage
- Provide efficient luggage storage, delivery and collection service
- To attend all departmental briefings before start of shifts and ensure to be up to date with hotel information
- Ensure checklists are checked and done on time before and after handover to next shift
- Welcome guests upon their arrival in friendly and caring manner according to Hotel standards and assist them with delivery of their luggage to their room in efficient and timely manner to ensure guest satisfaction
- Escort guests to their room
- For first time guests, explain hotel services
- In room, provide further explanations on facilities to ensure guest comfort during length of their stay
- For regular guests, if appropriate, maintain friendly and caring conversation
- Keep abreast on hotel products and services as well as on tourist and business traveling information that may be of any interest to guests
- Handle guest requests in polite and efficient manner; refer requests to relevant staff if needed to ensure customer satisfaction
- Follow up when necessary.
Education
Some College (No Degree) - International, Computer Sciences
Multimedia University
MultiMediaUniversity Nairobi 07.2011 - 07.2012
Some College (No Degree) - Computer Sciences
Multimedia University
MultiMediaUniversity Nairobi 07.2010 - 07.2011
Skills
Self driven in workundefined
Additional Information
- AWARDS , 2018 Certificate in É-supervisor module I
Timeline
Hotel Front Desk Agent
Kempinski Hotel Muscat
05.2021 - Current
Hotel Front Desk Agent
Wyndham Grand Regency Hotel, Concierge Bellman
03.2014 - 12.2017
Some College (No Degree) - International, Computer Sciences
Multimedia University
07.2011 - 07.2012
Some College (No Degree) - Computer Sciences
Multimedia University
07.2010 - 07.2011
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