Farhad Somurroo
Phoenix
Summary
Dedicated Front of House Manager with 19 years of experience in hotel operations and a track record of enhancing guest satisfaction. Proficient in Opera PMS,I enjoy being challenged, seek to continue learning to improve the top line. Highly self-motivated, task-oriented, hard-working and committed to quality and accountability.
Overview
18
18
years of professional experience
Work History
Head Of Guest Services
La Pirogue Hotel
09.2022 - Current
- Manage daily operations of the front desk, ensuring that all guests receive prompt and courteous service.
- Provide strategic direction for the Guest Services department in order to achieve organizational objectives.
- Create and maintain a positive work environment encouraging collaboration amongst team members.
- Ensure compliance with all applicable laws, regulations and company policies related to guest services.
- Coordinate activities between departments to ensure seamless customer experience throughout their stay.
- Resolve customer complaints in an efficient manner while maintaining high level of service quality.
- Maintain accurate records of guests' feedbacks and suggestions in order to improve services provided by the organization.
- Supervise the day-to-day activities within the Guest Services department (front desk operations,duty management coverage and hotel medical room), staffing schedules and budgeting responsibilities.
- Respond to guests, including email, telephone and in-person inquiries.
Front Office Manager
La Pirogue Hotel
01.2012 - 09.2022
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Assisted in recruiting, training, evaluating and developing staff members in order to maintain high standards of performance.
- Monitored front desk operations on a regular basis to identify areas for improvement or corrective action.
- Analyzed daily reports such as occupancy rate report, revenue report, prepared by subordinates.
- Conducted regular meetings with staff members to discuss new initiatives or changes in existing processes.
- Created and optimized employee schedules for shift coverage.
- Conducted staff performance evaluations to monitor progress and individual skills.
Assistant Front Office Manager
La Pirogue Hotel
04.2010 - 01.2012
Front Office Supervisor
La Pirogue Hotel
05.2007 - 04.2010
Head Of Guest Services
La Pirogue Hotel
08.2006 - 05.2007
Education
Bachelor’s Degree in International Hotel Management. -
Vatel
Mauritius11-2015
NTC3 in Front Office -
Hotel School Of Mauritius
08-2006
Skills
- Revenue Generation
- Strong leadership
- Decision-making capabilities
- Property Management Systems
- Staff Training and Development
- Upselling strategies
- Complaint Management
- Team Management
- Technology adaptation
- Reservation Management
- Guest satisfaction focus
- Complaint Handling
- Policy Adherence
- Teamwork and Leadership
- Hotel operations
- Inventory Management
- Organizational Skills
- Flexible Schedule
- Problem-solving abilities
Languages
French
First Language
English
Proficient (C2)
C2
Italian
Elementary (A2)
A2
Affiliations
- Travelling and discovering of new cultures.
- Watching sports.
- Reading.
- Passionate of aviation.
References
References available upon request.
Timeline
Head Of Guest Services
La Pirogue Hotel
09.2022 - Current
Front Office Manager
La Pirogue Hotel
01.2012 - 09.2022
Assistant Front Office Manager
La Pirogue Hotel
04.2010 - 01.2012
Front Office Supervisor
La Pirogue Hotel
05.2007 - 04.2010
Head Of Guest Services
La Pirogue Hotel
08.2006 - 05.2007
Bachelor’s Degree in International Hotel Management. -
Vatel
NTC3 in Front Office -
Hotel School Of Mauritius
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