Nisamol Mohamed Salim

Front Office Associate @Apex Hotels

London, GB

At Apex Temple Court Hotel ( 204 rooms) Handle all guest interactions with the highest level of hospitality and professionalism, accuracy and timeliness, accommodating special requests whenever possible; receive guest calls, SMS and live chats (Review PRO); resolve customer complaints; assist customers in all inquiries in connection with services• Flex to support the back-of-house/Hospitality Agent team on a day-to-day basis as needs arisethrough inventory checks, and minor maintenance and technology issues• Handle all external booking systems such as Booking.com, Expedia, Agoda, Trip advisor etc; answering guest queries and replying to positive and negative reviews.• Ensure an efficient reception experience for Guests, including check in/out procedures, as required and instruct guests on how to access the internet and hotel facilities.• Ensure that both the Night Manager are kept fully aware of any relevant feedback from guests and, or other departments• Update guest profiles, Billing instructions and merge similar reservations.• Billing after the end of the night is done, auto transfers, and collecting payment prior to checking out from guest bank cards provided in the system, Credit and Cash reconciliation, and Countingfloats before and after shifts.• Attending appropriate training courses at Maple One.• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and othergeneral product knowledge necessary to perform daily duties• Maximize room occupancy and use up selling techniques to promote hotel services and facilities • Assist other departments, as necessary• To successfully complete the computerized night audit functions• Be security aware at al times, and ensure that the staff, guests and building si safe at al times by carrying out security walks.• Prepare for night room service upon guest requests, birthday and anniversary cards for the next day guests\' arrival.