Raymond Riad
Kissimmee,FL
Summary
Personable professional in hospitality industry with more than 20 years of experience working at Consulting, High-end resorts and Cruise ships. Successful career history providing exceptional service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Implementation Consultant
Oracle Hospitality
05.2022 - Current
- Ensure the solution meets specifications and functions per customer specific operational work flow for multiple concepts, users, and service models
- Resolve any gaps in functionality
- Train the staff on the use of the PMS, and take the site live on the system after everything has been configured and everyone is trained
- Ensure a smooth transition to the new system
- Answer operational and application questions and consult the customer in a manner to transfer ownership of the system to the customer.
Assistant Front Office Manager
Marriott International
10.2021 - 05.2022
- Oversee the Front Office services operations for 3 branded Marriott hotels total of 1100 rooms
- Preparing monthly management reports on guest feedback, revenue, and cancellations
- Responsible for the running of the front desk by hiring and training all front desk agents and leading by example
- Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines
- Assist in the development and monitoring of the budget to provide top quality customer service.
Night Auditor
Hilton Home2 Suites
10.2020 - 04.2022
- Complete end-of-day activities including posting charges to accounts, running night audit backup, and roll the date
- Process all payment types such as room charges, cash, checks, debit, or credit
- Process adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges
- Print contingency lists to have a record of all guests in case of emergency
- Sell a room/accommodation to guests without reservations based on availability.
Assistant Front Office Manager
Marriott Vacations Worldwide
09.2018 - 10.2021
- Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis
- Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service
- Responsible leader and trainer to front desk team ensuring they are mentored, supported and empowered to provide the highest quality of service at all times
- Prepare staffing schedules, complete payroll
- Prepare and conduct Front Desk meetings
- Ensure all guest opportunities are followed up quickly, efficiently and courteously, and completed to Satisfaction of the guest and that service obstacles are identified and resolved
- Act as the Property Manager on Duty when scheduled.
Night Auditor
Intercontinental Hotels Staybridge Suites Orlando SeaWorld
05.2017 - 05.2019
- Performing a variety of front desk and night audit-related duties such as answering the phones, making/changing reservations, answering questions
- Checking guests in and out of the hotel using OPERA PMS
- Setting-up guest's wake-up calls in an automated system and making sure guests received them
- Running nightly reports that were used by the general manager and the corporate office
- Helping the guests who have complaints or questions, resolving complaints, assisting the guests in escalating their complaints to higher management
- Correcting any mistakes made throughout the day as well as balancing all credit card transactions nightly
- Rendering the audit conclusions, preparing the audit work papers and reports to be presented to management.
Front Desk Manager
Marriott Vacations Worldwide
07.2015 - 09.2018
- Supervise the front office to ensure that Front Desk Staff are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction
- Create a productive and positive atmosphere and professional relationship with all Front Desk Staff and other departments
- Audits all work for accuracy and consistency on a regular basis
- Coaches and counsels staff when appropriate
- Assist in training, evaluating, counseling, scheduling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
- Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns, Perform the Manager on Duty functions as assigned.
Night Auditor Supervisor
InterContinental Hotels & Holiday Inn-Holiday Inn Orlando South- Celebration
11.2016 - 05.2017
- Check guest in/out, balance credit card transactions
- Perform all front desk duties and acts as a manager on duty
- Reconcile and complete all daily Front Desk Agents' work
- Ensure that any issues from the day are corrected before processing the audit
- Communicate any findings to the GM
- Run all night audit functions consistent with closing out all daily transactions and preparing for the following day's operations
- Follow IHG brand standards.
Front Office Operations Supervisor
Marriott Vacations Worldwide
09.2014 - 07.2015
- Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; Process all guest check-ins, verifying guest identity, form of payment, assigning room, and activate/issuing room key
- Set up accurate accounts for each guest according to their requirements
- Assists guests and front desk associates with day to day issues, ensure that issues or challenges are addressed in a professional and timely manner
- Assist management in training, evaluating, counseling, scheduling, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
- Develop/maintain positive working relationships; support team to reach common goals; listen and respond appropriately to employee concerns, Perform the Manager on Duty functions as assigned.
Controller Rooms & Pre Arrival Specialist
Marriott Vacations Worldwide
03.2013 - 09.2014
- Assign room according to guest request and preferences whenever possible
- Pre-block rooms for all VIP's, Owners and Destination Points Owners arrival, Guest History arrivals, and for all guests having special requests
- Notify Housekeeping of special requests, late checkouts, room changes
- Assist Guest Service Agents with all room changes, ensuring accurate status of all rooms
- Clearing system prior to end of each shift
- Print department reports
- Answers Guest Services telephones
- Assists at Front Desk by checking guests in and out during peak arrival and departure periods
- Pre-register designated guests and prepare key packets
- Organize and coordinate check-in/preregistration procedures for arriving groups
- Process, track and organize pre-arrival Emails and calls for owners and guests.
Lead Guest Service Agent
Marriott Vacations Worldwide
06.2012 - 03.2013
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
Assistant Floating Hotel Manager
Travcotels
01.2009 - 11.2011
- Responsible for the performance of the Galley, Dining room, Bar, Housekeeping Department, Pursers Department, Crew/Public areas, onboard purchasing, ordering and storage, revenue and cost control, Medical and Entertainment Department and all onboard pax related matters
- Co-ordinate the work of the various Departments to achieve a smooth running operation
- Maintain the high standard of quality set by the Company and keeps continuous control on its performance
- Ensure that the quality expectations of passengers and the standards set by the Company are fulfilled
- Ensure that the high standard of food and beverage quality and cleanliness on board is maintained
- Plan, co-ordinate and review all daily activities including meal hours, shore excursions, entertainment programmers, etc
- With the Department Heads
- Plan, co-ordinate passenger count, VIP passengers, special requests complaints, and difficulties occurred during Operations
- Keeps log records of major events in the cruise
- Direct passenger services, from public announcements to activity programs as well as onboard welcome and disembarking information
- Serve as a conduit to passengers with problems On Board
- Replacing Cruise Manager when on Vacation.
Nile Cruise Senior Room Clerk ( Department Head)
Travcotels
01.2006 - 01.2009
- Supervise full front desk services to passengers
- Administer passenger complaints: Cabin conditions and resolutions, Airline Lost Luggage, Sightseeing
- Check regularly the work of the Receptionists and coordinate or provide assistance if necessary
- Fully supervise and control the embarkation/disembarkation process of passengers, working in close coordination with the Hotel Director, the Security and the Entertainment Manager to ensure the procedures are carried out with the utmost precision and professionalism
- Coordinate sightseeing which includes contacting different company branches, tour operators, travel agencies, Tour guides
- Coordinate with the Financial Controller in matters relating to the payment of passenger accounts
- Provide necessary training, coaching for the new front desk employees, assign daily and weekly tasks schedule as necessary
- Hold meetings with front desk employees for new suggestions on how to improve the quality of service provided and resolve any issues (weekly and monthly basis)
- Assist boat manager rating the performance of the front desk staff for future salary increase and promoting Process
- Control of departmental budget by controlling supplies and maintaining par inventories
- Deal with all passenger comments as quickly and professionally as possible
- Attend cocktail parties, dinner and other social functions as requested by Hotel Director
- Lead subordinates successfully into productive working methods by setting an example.
Front Office - Room Clerk
Travcotels
08.2003 - 01.2006
- Process guest check-in/out
- Prepare invoices and bills (Guest Folios)
- Register incoming guests in the official documents
- Register shift details for the front office manager or for the shift supervisor
- Check up on requests and special orders during guest experience
- Prepare daily check-in and departure times
- Receive maintenance orders from the housekeeping crew while they making up the rooms
- Contact tour guides and trip managers to arrange sightseeing, meals, and meetings (if requested) for remaining days on board
- Prepare reports concerning front desk needs (laundry reports, laundry checks, phone checks, and guest folios)
- Voyage notes - logging all queries from each voyage
- Write Reports on comments/complaints and follow through on same
- Explain Ship's lay out/directional advice for passengers
- Provide General information on cabins, amenities, ships facilities and activities
- Provide the highest level of service to all passengers at the reception desk.
Education
Bachelor's - French Major, German Minor
Languages School
Cairo, EG06.2003
Skills
- Property Management Systems ( OPERA PMS, OPERA Cloud, FOSSEE, Marriott FSPMS, Hilton OnQ, StayinTouch, Wyndham SPM)
- Consulting and project Management
- Inventory oversight
- Training and development
- Payroll and budgeting
- Relationship building
- Staff management
Certification
Marriott Star Interviewer Certified
ISO 14001 Certified
Hilton OnQ Certified
Marriott Vacation Club Influencer
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
German
Elementary
Timeline
Implementation Consultant
Oracle Hospitality
05.2022 - Current
Assistant Front Office Manager
Marriott International
10.2021 - 05.2022
Night Auditor
Hilton Home2 Suites
10.2020 - 04.2022
Assistant Front Office Manager
Marriott Vacations Worldwide
09.2018 - 10.2021
Night Auditor
Intercontinental Hotels Staybridge Suites Orlando SeaWorld
05.2017 - 05.2019
Night Auditor Supervisor
InterContinental Hotels & Holiday Inn-Holiday Inn Orlando South- Celebration
11.2016 - 05.2017
Front Desk Manager
Marriott Vacations Worldwide
07.2015 - 09.2018
Front Office Operations Supervisor
Marriott Vacations Worldwide
09.2014 - 07.2015
Controller Rooms & Pre Arrival Specialist
Marriott Vacations Worldwide
03.2013 - 09.2014
Lead Guest Service Agent
Marriott Vacations Worldwide
06.2012 - 03.2013
Assistant Floating Hotel Manager
Travcotels
01.2009 - 11.2011
Nile Cruise Senior Room Clerk ( Department Head)
Travcotels
01.2006 - 01.2009
Front Office - Room Clerk
Travcotels
08.2003 - 01.2006
Bachelor's - French Major, German Minor
Languages School
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