Mena Ghatas

• Directing and overseeing reservation, reception, room service and housekeeping activities.
• Supervising security arrangements, and garden and property maintenance.
• Planning and supervising bar, restaurant, function and conference activities.
• Assessing and reviewing customer satisfaction.
• Overseeing accounting and purchasing activities.
• Ensuring compliance with occupational health and safety regulations.
• Provide guests with local tourism information, and arrange tours and transportation.

• Handle guest feedback efficiently.
• Provide advice, guidance and support to the butlers in the areas of the training, quality an development.
• Evaluate operations in order to identify training needs.
• Liaise closely with front office, housekeeping, concierge, spa and F&B Departments include private Dining and Stewarding.
• Ensure the professional and timely communication of training information to revenant colleagues.
• Update and maintain guest history files and guests, based on preference observation and service feedback.
• Ensure a complete shift hand over to other team leaders.
• Maintain privacy and security of in- house guests.
• Ensure smooth operations in the assigned villa cluster. Coordinate all operations in the villas, to exceed guest expectations.
• Take full responsibility operating equipments.
• Actively present new ideas and concepts to senior management for possible inclusion and adoption in the future training.
• Has a comprehensive knowledge of the hotel, including all departments services and outlet
• Ensure that the butler pantries are manned and stocked at all times.
• Proactive within all areas of operation.
• Coordinate with all the butlers, delegating responsibilities and ensuring continual communication and feedback.
• Communication with the division leaders at all the time.
• Provide support and assistance to all front office operations.
• Knowledge of all in- room services, amenities and functions.
• Conduct pre- shift briefings.
• Immediately action all special guest requirements and requests.
• Conduct daily standard quality checks. Build a rapport with guests, facilitating guest recognition and preference feedback.
• Perform other duties and responsibilities as assigned by senior management.
• Preparing all reports for the management during shifts including Night shift.

• Primarily handle incoming/outgoing calls.
• Handle each guest query separately with the highest quality in an efficient manner.
• Facilitate check-in and checkout procedures in a polite, prompt and warm Manner.
• Receive and assist clients and escorted them to correct destinations. Handle the guest's complaints.
• Update CID system on daily basis and process night audit.
• Adhere to all company policies and procedures and licensing laws
• Maintain personal knowledge by completing in-house training and workbooks.
• Provide reports, as required, for housekeepers and management.
• Conduct regular security checks throughout the day and report and security Issues to line manager

• Facilitate guest check-in and check-out processes efficiently.
• Address guest inquiries and provide informative responses.
• Offer recommendations for local activities and dining options.
• Manage guest luggage storage and retrieval.
• Handle incoming phone calls and route them appropriately.
• Take phone reservations accurately and promptly.
• Coordinate transportation arrangements for guests.
• Maintain accurate records of guest check-ins and check-outs.

• Greet customers warmly and ascertain their needs.
• Provide detailed information about products and services.
• Address customer inquiries and resolve any issues or complaints promptly.
• Assist customers in making purchasing decisions by offering suggestions and product recommendations.
• Actively promote and sell products to customers to achieve sales targets.
• Upsell and cross-sell products to maximize sales opportunities.
• Process sales transactions accurately using the point of sale (POS) system.
• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
• Ensure the shop is clean, well-organized, and visually appealing.
• Arrange merchandise displays to attract customers and drive sales.
• Monitor inventory levels and restock shelves as needed.
• Ensure all products are priced and labeled correctly.
• Conduct regular inventory checks to manage stock levels.
• Report low stock levels to the manager and assist with ordering new stock.
• Receive and inspect deliveries for accuracy and quality.
• Maintain accurate sales records and customer information.
• Handle returns, exchanges, and refunds according to store policies.
• Assist with opening and closing procedures, including cash handling and reconciliation.

• Developed strong relationships with clients through excellent customer service and regular followups.
• Assisted call-in customers with questions and orders.
• Increased sales and customer satisfaction through personalized servicing.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.