MARRIOTT BUZZ NO. 13 - 2018

10 E X C L U S I V E PUTTING PEOPLE FIRST WITH THE FRONT OFFICE TEAM T he Front Office Team at the Cairo Marriott includes 45 amazing hosts which makes everything tick in harmony, it is rather significantly ‘the first and last impression’ on the hotel’s valued guests, and for that reason it is one of the most important sections of the hotel’s 1,700-strong hospitable team. As the Front Office Manager Ayman Hossam elaborates on the many diverse functions of his department, he is interrupted by a phone call regarding an unconventional request from a guest, his candid tone and incisive handling of the call suggests accommodation truly is his bread and butter. He highlights this as a perfect impromptu example of the daily challenges he and his team face by explaining, ‘everything that happens in the hotel goes through the front office,’ whether it is anything from issues with dining or rooms to the more mundane like exchanging money or booking taxis, it is ‘all upon the shoulders of the front office to maintain and increase guest satisfaction’. Technology is ‘making a lot of things easier and more efficient for us, because when there is a challenge, you cannot run away from it because you are surrounded by technological checks and balances in so many forms’, this manner of thorough connectivity fosters a culture of trust, integrity and accountability as it relates to responsibility amongst the members of the team. Improvements in technology have helped to make various aspects of the team’s obligations more manageable, amongst recent additions have been TV monitors in the always busy reception area with complimentary drinks now offered to waiting guests as well. He also touches on the Marriott mobile application, which guests can use to make their bookings directly and check-in remotely using the mobile check-in feature, saying ‘we were one of the first hotels in