Faris al Mughrabi

Front Office Manager @Shaner Hotels

US

Supervise all daily operations of the Front Office, including the front desk, concierge, bell services, and night audit.•Lead, motivate, and manage the front office team to ensure excellent service delivery and smooth shift transitions.•Ensure a seamless check-in/check-out process, accurate billing, and adherence to hotel policies and procedures.•Maintain a strong presence at the front desk to support staff and assist guests during peak times.•Monitor guest feedback, handle escalated complaints, and implement service recovery when necessary.•Coordinate closely with Housekeeping, Reservations, and Engineering to ensure room readiness and guest satisfaction.•Prepare daily reports, review arrivals/departures, and oversee VIP handling and special requests.•Conduct regular team training, coaching, and performance evaluations to maintain high service standards.•Control front office expenses, staffing levels, and scheduling to maximize efficiency and productivity.•Manage room inventory and communicate availability to Reservations and Revenue teams.•Ensure compliance with brand standards, health & safety regulations, and internal hotel policies.•Monitor and improve front office KPIs including guest satisfaction scores, upselling targets, and service efficiency.•Utilize PMS (e.g. Lightspeed) to manage operations, generate reports, and ensure data accuracy.

University of Jordan

Bachelor's degree, Health and Physical Education/Fitness

American Digital School, Jordan

Health and Physical Education/Fitness