Hawa Rashid

CORE COMPETENCIES 1. Computer Literate 4.Conflict Resolution 2. Customer Service 3. Admin/ Office Management 5.Excellent verbal and written communications skills 6.Team Player/ Leader 7. Respectful, courteous, observant and self-motivated God fearing, astute, motivated, achievement-oriented professional, team player, offering over 14 years of performance-driven experience in administrative roles, personnel management, documentation, and excellent customer service. Rich experience in office management, materials management, inventory management, And cost reduction. A professional offering outstanding administrative support. Extensive experience and expertise managing top initiatives and critical projects for executive leadership, effectively support sales, customer service and business group operations. Dedicated team member with a driven focus. Excel in leading teams and working independently. Proactive and detail oriented, recognized for eliminating errors and inconsistencies. WORK EXPERIENCE /CAREER HISTORY BEST WESTERN PLUS MERIDIAN HOTEL - KENYA ♎ GUEST RELATIONS EXECUTIVE (August 2019 – TO DATE) Major Responsibilities: ◖ Administrative duties- emails, write minutes, reports, data entry, file management, update guest profiles, request for department suppliers. ◖ Be the middle person between FO & other departments. ◖ Handle guest complains. ◖ ◖ ◖ ◖ Update and reply to guest comments online Come up with innovative ways to make guest stays better and memorable. Coordinate guest special occasions like honeymoons, birthdays, anniversaries, marriage proposals. ◖ Be the middle person between FO & other departments. Check in VIP guests, escort them to their rooms. ◖ Ensure guests have a comfortable stay by checking in on them time to time during their stay- do courtesy calls. ◖ Ensure smooth running of the department. Check on rooms before guests check in, ensure all amenities are placed, rooms is cleaned according to set standards. Make, receive and transfer internal and external calls. Make & amend contracts for long term guests. Assist guest with internet connection issues through the phone. ◖ ◖ ◖ ◖ RODA METHA SUITES - DUBAI ♎ FRONT OFFICE COORDINATOR (JAN 2016 TO MAY 2019) Major Responsibilities: ◖ Administrative duties. ◖ Be the middle man between FO & other departments. ◖ Handle guest complains. ◖ Ensure smooth running of the department. ◖ Keep track of the emails. ◖ Record keeping, file management and update. ◖ Make, receive and transfer internal and external calls. ◖ Make & amend contracts for long term guests. ◖ Assist guest with internet connection issues through the phone. ◖ Creating reports, request for office supplies for FO. ◖ Update guest profiles, data entry. ◖ Assist guests at the Business Centre. Always make sure the Business center is stocked with suppliers and all machines are working efficiently. ♎ FRONT OFFICE AGENT (MAY 2016 TO DEC 2016) Major Responsibilities: ◖ Act as the frontline of the hotel/ always have eye contact/ wear a smile. ◖ Process all guests check-ins by confirming reservations,assigning room,and issuing and activating room key ◖ Process all payment types such as room charges,cash,checks,debit or credit. ◖ Process all check-outs including resolving any late and disputed charges/ update profile notes if need be. ◖ Answer questions or concerns from guests, offer solutions or alternatives. ◖ Coordinate with housekeeping to trackreadiness of rooms prior to check-in. ◖ Supply guests with directions and information regarding property and local areas of interest. ◖ Run daily reports(numbers of arrivals/departures),identify special requests (honeymooners, birthdays, anniversaries) and update guest relations team after putting TRACES. ◖ Welcome and acknowledge all guests according to company standards, anticipate and address guests` service needs, thank guests with genuine appreciation. ◖ Achieve positive outcomes from guest queries in a timely and efficient manner. ◖ Ensure an efficient reception experience for Guests,including check in/out, and complete audit procedures, as required. ◖ Ensure that both the Front office manager and reception supervisors are kept fully aware of any relevant feedback from guests and or other departments. ◖ Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties. ◖ Maximize room occupancy and use up-selling techniques to promote hotel services and facilities. ◖ Used the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel policy. ◖ Follow company brand standards as required/ company SOP’s. ◖ Balance and drop cashier float according to Accounting specifications. TIME GRAND PLAZA HOTEL – DUBAI ♎ TELEPHONE OPERATOR (FEB 2014- AUGUST 2015) ◖ Answer outgoing and in coming calls according to hotel standard. Update phone book in OPERA (Staff numbers/ Extension Lines) Update in OPERA guests who have requested for INCOGNITO status, Do Not Disturb (DND) requests and send email to HK copying FO team. Handle all necessary filling in the department and ensure proper record keeping. Constantly updated the FO white boards and notice boards with useful information for the benefit of the team. Record all international calls made by staff or guests. ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ Check emails for important messages and responded promptly. Check all equipment in the department such as PCs and all software to ensure that all is working conditions and track departments stocks. Update all wake up calls (WUC) in OPERA and make sure that such requests are offered timely or handed over to the next colleague/ shift. Update the minutes of FO briefings. REGENT FREIGHT SYSTEMS – KENYA ♎ PERSONAL ASSISTANT TO MANAGER (FEB 2014- AUGUST 2015) – CONTRACT BASIS ◖ Receptionist duties-receiving clients, receiving parcels for the office, operation of all calls in and out the office. Making and keeping track of the appointments for my manager. Taking down notes-memos, reports or minutes. Data entry and capture in computer systems. Mail handling. Making salary vouchers and generating attendance sheet for all staff members. Deal with client complains through emails and the phone. Liase with brokers about our shipments from the airport and the port. ◖ ◖ ◖ ◖ ◖ ◖ ◖ KOM CONSULTS AFRICA – KENYA ♎ PERSONAL ASSISTANT TO DIRECTOR (SEPT. 2010- DEC 2012) ◖ Office administrator-ensuring smooth running of the office on daily basis. Receptionist duties-receiving clients, receiving parcels for the office, operation of calls in and out the office. Screen and direct phone calls and distribute correspondence. Handle requests and queries appropriately. Managed diary and schedule meetings and appointments, handling of travel arrangements and itinerary as well. Devise and maintained the office filing system. Taking notes and writing minutes during meetings. ◖ ◖ ◖ ◖ ◖ ◖ KENYA COMMERCIAL BANK – KENYA ♎ BANK CLERK / SALES REPRESENTATIVE (AUG. 2007- FEB. 2010) ◖ Manage teller station cash balances, vault records, cash supply, and inventory of negotiable instruments. Sorting client files and updating them when need be. ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ ◖ Assisting clients in deposit money and withdrawing at the counter. Data entry/capture. Advice clients on different types of accounts we offer. Answer client calls and offer assistance over the phone. Records keepings of clients’ information. Assist clients with changing different currencies. Manage and maintain cash limits at the branch. Verify the cash-in-transit accounts are reconciled daily. Be aware of bank forms and security documents for my clients. Oversee high-quality operation of branch environment (ATMs , Teller equipment) Train new staff on compliance of bank policies, laws and procedures. EDUCATION ♎ College Diploma , Universal Group of Colleges (Computer Fundamentals Courses) ; 2007 COURSES ♎ ♎ Customer service Hotel Training- Dubai Cross Training at the Hotel Reservation Departments – Dubai IT SKILLS ♎ ♎ MS Word, Excel, PowerPoint Use of OPERA, EDOCS, SCM and OASYS- Dubai References Available Upon Request