JULIANO DIAAN MOHAMMED MOKHTAR

• Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
• Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
• Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
• Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
• Collaborated with housekeeping staff to ensure timely room turnovers and high cleanliness standards.
• Reviewed daily bookings, preparing guest rooms prior to arrival.
• Attended to customer needs, responding to questions, complaints and escalations.
• Oversaw lobby operations and concierge services.
• Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
• Prepare reports every night for following day.

( Revenues / Occupancy / Incidents report etc

• Executes all duties related to the hotel’s front office operations, such as registration of guests during check in
• Checking/verifying guests particulars, updating of room status, departure calls/checks etc
• Cashiering duties (compute and collect applicable rates from guests) including trial balance and shift closing
• Answer to guests inquiries (email/phone/at the counter) and render reasonable assistance/services within the expectation of the hospitality industry
• Execute all reasonable work processes as instructed by the Company / its managers from time to time towards the smooth management / operation of the hotel
• Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
• Must ensure compliance to the PDPA within the Hotel( ie all staffs) under their charge

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Developed strong working relationships with staff, fostering a positive work environment.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.

• Developed campaigns to increase public awareness of company and engage customers.
• Supported Project Manager with strategic launch initiatives.
• Managed service projects from start to finish by finding partners, making detailed plans and executive projects.