Travelling
Ahmed Nazmi Ali Ezz
Chief Concierge-Member Of Les Clef D`Or International
Zagazig - El Sharkeya -
Summary
Experienced Chief Concierge with over 21 years in luxury hospitality, seeking a Front Office Manager position. Expertise in guest service, front desk operations, and concierge management. Highly skilled in coordinating front-of-house activities, leading teams, and providing personalized guest experiences. Possesses extensive knowledge of hotel management systems and a strategic problem-solving approach. Passionate about mentoring staff and fostering a collaborative environment. Committed to driving operational excellence and delivering exceptional service within the front office team. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for proactive approach to identifying and addressing issues, with a focus on optimizing processes and supporting team objectives.
Overview
2025
2025
years of professional experience
9
9
Certifications
4
4
Languages
Work History
Chief Concierge
Four Seasons Resort Sharm El Sheikh
8 2021 - Current
- Guest Services Management: Oversee the concierge team to ensure exceptional service is provided to all guests, addressing their needs and inquiries promptly and effectively
- Team Leadership: Recruit, train, and manage concierge staff, ensuring team is knowledgeable about the hotel's offerings and guest services
- VIP Services: Cater to high-profile guests, ensuring their needs are met with the utmost care and discretion, including special requests and personalized services
- Local Knowledge: Maintain an extensive knowledge of local attractions, events, dining options, and activities, allowing the concierge team to provide tailored recommendations to guests
- Problem Resolution: Handle guest complaints and concerns, working to resolve issues efficiently and satisfactorily to ensure a positive guest experience
- Collaboration: Work closely with other hotel departments (e.g., front desk, housekeeping, food and beverage) to coordinate services and enhance the overall guest experience
- Event Coordination: Assist in planning and coordinating special events or arrangements for guests, such as weddings, corporate events, or private parties
- Operational Efficiency: Ensure that the concierge desk operates smoothly, including maintaining supplies, managing scheduling, and handling reservations and bookings
- Technology Utilization: Leverage technology and hotel management systems to track guest preferences, bookings, and requests to enhance service delivery
- Feedback Management: Gather and analyze guest feedback to continually improve concierge services and address areas for development
Duty Manager & Night Manager
Four Seasons Resort Sharm El Sheikh
09.2020 - 08.2021
- Guest Relations: Address guest inquiries and complaints, ensuring satisfaction
- Oversee check-in and check-out processes
- Staff Supervision: Manage daily staff activities and ensure effective teamwork
- Train new employees and provide ongoing training to staff
- Operations Management: Coordinate with different departments (housekeeping, maintenance, food service) to ensure smooth operations
- Monitor daily operations and report issues to upper management
- Financial Management: Handle cash, payments, and invoicing
- Health and Safety Compliance: Ensure all health and safety regulations are adhered to
- Manage emergency situations and ensure protocols are followed
- Overnight Oversight: Supervise resort during night shifts, ensuring safety and security
- Handle late check-ins and accommodate guests' late requests
- Security Management: Monitor surveillance systems and perform regular security checks
- Address any incidents or emergencies promptly
- Guest Assistance: Provide assistance to guests during nighttime hours
- Handle complaints and resolve issues efficiently
- Communication: Ensure effective communication between shifts, reporting any issues or updates
- Liaise with senior management on overnight developments
- Operational Duties: Oversee nightly housekeeping and maintenance operations
- Ensure all areas are clean, secure, and ready for next day
- Financial Transactions: Process transactions and handle cash during night shifts
- Reporting: Prepare end-of-day reports for management review on occupancy, revenue, and guest feedback for management
Acting Chief Concierge
Four Seasons Resort Sharm El Sheikh
08.2018 - 03.2020
- In-depth knowledge of local attractions, dining establishments, entertainment venues, and nightlife options
- A broad network in various entertainment sectors and popular locations
- Outstanding ability to interact with guests and maintain relations
- Oversee the Check-in and Check-out processes at the Front Desk during busy periods and for all VIP clientele
- Undertake and fulfil all Manager on Duty (MOD) and Night Manager responsibilities as outlined by the company
- Lead and coordinate the Concierge team, Front Desk team, Guest Services team, valet parking staff, and doorman to guarantee exceptional service
- Ensure comprehensive guest assistance through high-level management of information and sales meetings, as well as efficient task execution in the Lobby/Concierge area in collaboration with the Front Office
- Promote the well-being of all staff, develop departmental work schedules, and facilitate departmental meetings
- Collaborate with management to evaluate and enhance processes and policies
- Hold regular meetings with upper management to remain updated on company developments
Task Force
Four Seasons Resort Dubai At Jumeirah Beach
04.2017 - 04.2017
- Fulfill all Chief Concierge duties during absence
- Organize and supervise Concierge team
Assistant Chief Concierge
Four Seasons Resort Sharm El Sheikh
07.2016 - 08.2021
- Support the manager in organizing, planning, and executing strategies
- Coordinate operational tasks
- Ensure that schedules and goals are achieved
- Supervise and motivate team members
- Monitor operating expenses, budgets, and resources
- Engage with clients to assess their needs and requirements
- Generate reports, analyze data, and draw interpretations
- Lead the recruitment process and oversee training and development initiatives
- Ensure compliance with company policies and guidelines
Concierge Supervisor
Four Seasons Resort Sharm El Sheikh
06.2012 - 06.2016
- Supervised concierge desk operations
- Managed complex guest requests and special needs
- Engaged with guests to ensure satisfaction and promptly addressed complaints or requests through the concierge team
- Coordinated with other guest service agents, including greeters, doormen, and bellmen
- Performed administrative tasks
Concierge Agent
Four Seasons Resort Sharm El Sheikh
10.2009 - 05.2012
- Communicated with all departments, including airport greeters, drivers, and messengers, to facilitate proper information handling and manage guest expectations
- Provided accurate and courteous information to guests, fulfilling reasonable requests and anticipating needs
- Stayed informed about local activities such as theaters, arts, exhibits, concerts, shows, sports, leisure activities, and sightseeing tours for guest recommendations
- Assisted in reconciling charges from the concierge desk, such as limousine services, car rentals, flowers, and tours
- Collaborated closely with the guest service manager to handle luggage, messages, and special requests smoothly
- Maintained a high level of integrity and professionalism in all interactions
- Performed additional tasks or projects assigned by hotel management and utilized the hotel's computer and phone systems
Airport Greeter
Four Seasons Resort Sharm El Sheikh
01.2005 - 10.2009
- Greeted all guests with a smile, maintaining eye contact and speaking clearly and warmly
- Identified guests using an appropriate sign displaying their names
- Reviewed daily reports and verified airport transfer requests 24 hours in advance by confirming guest names, flight numbers, and arrival details with the corresponding airline
- Reconfirmed all airline tickets
Guest Service Attendant
Four Seasons Resort Sharm El Sheikh
02.2004 - 01.2005
- Reviewed daily event materials, including information on returning guests, VIPs, arrivals, departures, and function sheets
- Handled guest luggage with care, provided in-room orientations, and shared information about the resort and city
- Assisted with guest room change requests
- Helped departing guests with luggage, transport needs, and directions
- Managed the storage and retrieval of guests' luggage and belongings
- Projected friendliness, professionalism, and willingness to provide personalized services
- Addressed group arrivals and departures
Security Officer
Four Seasons Resort Sharm El Sheikh
02.2003 - 02.2004
- Maintained the security and safety of people and property in assigned areas through foot patrols
- Enforced hotel rules and regulations
- Controlled and monitored access at the gates from the control room
Tour Guide
Sinai Safari
10.2002 - 02.2003
- Engaged with the public to provide accurate information on specialized interests
- Combined elements of customer service and information dissemination
Sales Coordinator
El Karnack Company for Hotels Preparations
10.2001 - 10.2002
- Processed quotation requests from customers as a sales coordinator
- Actively pursued converting inquiries into orders, serving as a liaison between production staff and customers
Education
Bachelor's Degree - Accounts
Zagazig University
Zagazig, SHR 05.2001 - 05.2001
Skills
- Guest Service Excellence
- Front Desk Operations
- Team Leadership & Development
- Problem Resolution Strategies
- Concierge Services Management
- Event planning experience
- Vendor interaction
- Upselling proficiency
- Outstanding customer service
- Teamwork and Collaboration
- Flexibility
- Superior multitasking
- Guest experiences
- Strong Work Ethic
- Training and mentoring
- Safety Procedures
- Interpersonal communications
- Hospitality service expertise
- Excellent Multitasking
- Quality Assurance
- Strong interpersonal skills
- Conflict resolution expertise
- Excellent Communication
- Team Collaboration
- Team building
- Attention to Detail
- Adaptability
- Task Prioritization
- Guest relations expertise
System and Computer Skills
- Opera (PMS)
- Microsoft Office
- Lotus notes
- Outlook
- POS Machines
- HotSos
- GoConcierge
- KEY Concierge
Training
- STEPS Training Program (FS Sharm El Sheikh)
- Supervisory Development Program (SDP 12-session) at Four Seasons Resort Sharm El Sheikh
- Designated Trainer in the Concierge department
- Concierge Smart training program
- Designated Trainer in the Guest Services department
- Security OLTP (On line Training Program)
- Guest Services (On line Training Program)
- Manual Handling Training Program
- Handling Guest Problems
- Civil Defense
- First Aid
- Firefighting
Certification
Lessons in Luxury Up-selling.
Projects
- Concierge Digital Guide Book.
- FS Shopping Cart.
Awards and Achievements
- Employee of the Month April 2007
- WOW Award, 2012
- Thanks letter from Four Seasons Resort Dubai at Jumeirah Beach for the Task Force
- Thanks letter from Mr. Isadore Sharp Founder and Chairman of Four Seasons Hotels and Resorts
Email Addresses
- ahmed.nazmy@fourseasons.com
- anazmiezz@gmail.com
Mobile Numbers
- +2 (010) 0666 3558
- +2 (010) 2000 5924
Interests
Music
Reading
Ping Pong
Football
References
Available upon request
Timeline
Lessons in Luxury Up-selling.
02-2024
The Pre-opening of the new expansion Of Four Seasons Resort Sharm El Sheikh.
03-2022
Duty Manager & Night Manager
Four Seasons Resort Sharm El Sheikh
09.2020 - 08.2021
Acting Chief Concierge
Four Seasons Resort Sharm El Sheikh
08.2018 - 03.2020
Task Force
Four Seasons Resort Dubai At Jumeirah Beach
04.2017 - 04.2017
Assistant Chief Concierge
Four Seasons Resort Sharm El Sheikh
07.2016 - 08.2021
Concierge Supervisor
Four Seasons Resort Sharm El Sheikh
06.2012 - 06.2016
Concierge Agent
Four Seasons Resort Sharm El Sheikh
10.2009 - 05.2012
Airport Greeter
Four Seasons Resort Sharm El Sheikh
01.2005 - 10.2009
Guest Service Attendant
Four Seasons Resort Sharm El Sheikh
02.2004 - 01.2005
Security Officer
Four Seasons Resort Sharm El Sheikh
02.2003 - 02.2004
Tour Guide
Sinai Safari
10.2002 - 02.2003
Sales Coordinator
El Karnack Company for Hotels Preparations
10.2001 - 10.2002
Bachelor's Degree - Accounts
Zagazig University
05.2001 - 05.2001
Chief Concierge
Four Seasons Resort Sharm El Sheikh
8 2021 - Current
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