Enssaf Almasri
Amman,AM
Summary
Hospitable Hostess Team Leader welcomes guests to escort to respective tables in dining environments. Friendly and upbeat in all guest interactions and diplomatic in handling sensitive situations. Valued for outstanding work ethic and consistent 'can-do' attitude.
Overview
4
4
years of professional experience
Work History
Hospitable Hostess Team Leader
Sheen Resturant
Amman
12.2021 - Current
- Addressed customer concerns or complaints professionally and promptly
- Offered assistance to elderly or disabled guests by holding doors open or helping them navigate through restaurant
- Managed reservations using reservation management software
- Operated cash register for take-out orders or gift card purchases when needed
- Collaborated with management in planning events or promotions held at restaurant
- Monitored dining room capacity to ensure optimal guest experience
- Maintained cleanliness of hostess stand, lobby area, and menus
- Ensured accuracy of guest checks before handing them off to servers for delivery
- Answered phone calls and provided information on menu items, specials, and operating hours
- Communicated with kitchen staff about wait times for open tables or large parties
- Greeted guests upon arrival and escorted them to their tables
- Updated daily specials boards for customers to view easily upon entrance
- Trained new hostesses on restaurant procedures and policies.
Customer Service Executive
Hayat Amman Hotel
Amman
05.2020 - 12.2021
- Guest Check-In and Check-Out: Greeted guests upon arrival, facilitated smooth check-in processes, and assisted with check-out procedures, ensuring accuracy of billing and resolving any discrepancies
- Handling Guest Inquiries: Responded to guest inquiries and concerns promptly and professionally, whether in person, over the phone, or via email, providing accurate information and resolving issues to their satisfaction
- Reservation Management: Managed hotel reservations, including processing bookings, modifying existing reservations, and ensuring accurate room assignments based on guest preferences and availability
- Assisting with Concierge Services: Provided assistance and recommendations to guests regarding local attractions, dining options, transportation arrangements, and other concierge services to enhance their stay experience
- Handling Complaints and Requests: Addressed guest complaints and requests courteously and efficiently, escalating issues as necessary to ensure timely resolution and guest satisfaction
- Coordinating with Other Departments: Collaborated with housekeeping, maintenance, and other departments to ensure guest requests were fulfilled promptly, rooms were properly prepared, and common areas were well-maintained
- Billing and Payment Processing: Handled guest payments, processed credit card transactions, and ensured accuracy in billing, including verifying charges and preparing invoices as needed
- Maintaining Guest Records: Maintained accurate guest records and documentation, including registration cards, reservation logs, and guest preferences, in compliance with hotel policies and data protection regulations
- Up-selling and Promotions: Promoted hotel amenities, services, and special offers to guests, encouraging additional purchases or upgrades to enhance their experience and maximize revenue opportunities
- Ensuring Compliance: Adhered to hotel policies, procedures, and safety standards at all times, including those related to guest privacy, security, and hygiene protocols
- Providing Training and Support: Assisted in training new staff members and provided ongoing support and guidance to ensure high standards of customer service delivery across the team
- Maintaining a Positive Image: Represented the hotel professionally and positively, embodying its brand values and ensuring guests felt welcome and valued throughout their stay.
Education
Diploma - Hotem Managment and Hospitality
Luminus Technical Univirsity Collage
03.2017
Skills
- Team Collaboration
- Guest Engagement
- Event Planning
- Customer Service
- Telephone reception
- Problem-solving abilities
- Adaptability
- Restaurant Operations
- Customer service expertise
- Menu knowledge
- Cash handling
- Food safety understanding
- Hospitality and accommodation
- Safe Food Handling
- Food inspection
- Active listening
- Event coordination
- Promotional awareness
Languages
English, Advanced (C1)
Timeline
Hospitable Hostess Team Leader
Sheen Resturant
12.2021 - Current
Customer Service Executive
Hayat Amman Hotel
05.2020 - 12.2021
Diploma - Hotem Managment and Hospitality
Luminus Technical Univirsity Collage
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