Ahmed Karam Hussien
Front Office Manager
Cairo,C
Summary
OBJECTIVES Seeking a challenging and growth-oriented position where my interpersonal skills can be best utilized. To be a part of the challenging team which strives for the better growth of the organization, and which explores my potential and provides me with the opportunity to enhance my talent with an intention to be an asset to the company Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work History
Front Office Manager
Four Seasons Hotel, Plaza
Cairo
11.2022 - Current
- Manages staff of the Front Office (Front Desk, Guest service, Concierge, Communications and Business center)
- Directs and controls the activities of the Front Desk, Communications, Concierge, Bell Staff and Arrival/Valet Staff
- Assures that all financial and credit procedures are followed
- Conduct Performance Evaluations and discipline staff when needed
- Review and monitor schedules of staff in other departments of responsibility
- Resolve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc
- Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups
- Act in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available
- Build an open and trustful environment where everyone's opinion is share and value
- Strive to deliver the best quality and be encouraged by excellence
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Front Desk Manager
Four Seasons Hotel
Cairo
02.2021 - 11.2022
- Direct and control the activities of the Front Office Desk, in order to ensure adherence to Four Seasons standards, policies and procedures
- Hire, train, and supervise front office employees, ensuring they provide excellent guest services and enforce hotel policies
- Ability to ensure a smooth operation of registration and cashiering functions of the reception
- The ability to discipline staff in accordance with Four Seasons policy and conduct performance reviews as scheduled
- The ability to keep the Director of rooms informed of all activities of Front Office Departments
- The ability to work with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate
- The ability to respond properly in any hotel emergency or safety situation
- The ability to review daily arrivals, VIPs, special requests, group needs, room assignments and coordinate with the Housekeeping Department the needs of guests
- Interact with customers both in person and over the phone, assist with inquiries, and mitigate any guest complaints
- Handle the front desk budget and order office supplies as needed
Reservations Manager
Four Seasons Hotel, Nile Plaza
Cairo
06.2018 - 02.2021
- Maintains accurate room rate control and availability statuses by controlling and advising of rate restrictions and room availability
- Assists with all outside sales and marketing efforts to all distribution channels including retail and wholesale travel agents, OTA’s and group sales leads
- Verifies that all voicemail and email requests are answered in a timely and efficient manner
- Setting up, maintaining and monitoring the accuracy and effectiveness of all reservations for rooms
- Manage call testing with third party Company including coordination of scheduling, expectations and changes
- Prepare and distribute occupancy and revenue forecasts and keep all department heads well informed of any unexpected changes in levels of business, and send the daily pick up report to the GM and senior leaders
- Review/analyze call volume (ACD) reports including abandonment rate, and take action as appropriate , and update the Marketing month end database
- Enforce the established room and rate availability guidelines in order to maximize occupancy and revenue
- Work with the Sales Department in handling group bookings, maintaining files, tracing cut off dates, following up on special instructions, etc
- Support the functions of the Group Rooms Coordinator, GRS role and Guest Recognition Program
- Monitor no show collection with Front Office and Accounting departments and commission payment with the Accounting departments
- Revising the OTA monthly commission invoices before sent to accounting
- Working closely with the Senior Director of Revenue for any assigned tasks
- Responsible for leading the team to deliver high levels of customer service and adhere to brand standards
- Coaching and counseling, motivating sales, creating and managing staffing schedules, and completing weekly, monthly reports.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
Reservations Supervisor / Guest Recognition Specialist / Revenue analyst
Four Seasons Hotel
Cairo
06.2016 - 06.2018
- Revising next day arrivals and give courtesy call to the upcoming guests
- On a daily basis, the GRS is responsible for ensuring that all departments have the information they need, preparing them for every arriving guest
- The GRS must review all guest reservations and profiles daily
- Action Guest Preferences by creating Department Notes and Traces to notify the relevant department
- Prepare SMYKM for all VIP/SA guests
- Merge duplicate profiles for arriving guests
- Coordinate the review of Glitch and Medallia databases and reflect pertinent information in the guest profile
- Liaise with Guest Relations manager to ensure a connection is made between the guest’s information and the guest’s experience at all stages of their stay
- Liaise with F&B and Spa systems to ascertain preferences and populate where applicable
- Clean profiles according to defined data entry standards.
Front Desk agent
Four Seasons Hotel
Cairo
06.2015 - 06.2016
- Welcome guests and visitors to the front lobby of the facility, record their information and choose a room or rooms for them based on their needs
- Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff
- Collect the guest’s payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary
- Settle the facility register at the end of each shift or day by counting the drawer, printing receipts and running financial activity reports
- Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment and food, are properly accounted for and charged on the final bill
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest
- Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various duties.
Trainer and Coaching Team Manager
Xceed Contact Center
08.2013 - 07.2015
- CSR at Account "DU" EITC at UAE
- Supporting English and Arabic Language
- Dealing and handling effectively the needs of the customers and enhancing standards of quality for the service offers
- Manage a busy load of major and minor duties on time and with minimal mistakes
- Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
Front Desk Agent
Hilton Zamalek
11.2012 - 08.2013
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
Tour Guide
Abercrombie & Kent Company for Tourism
08.2010 - 01.2011
- Assisting in all the related financial transactions
- Work in one place such as a castle or historic house
- Accompany groups on day tours to a number of interesting places or sites
- Sightseeing tours
- Tours for special interest groups
- Themed walks.
Education
Bachelor degree - Major Hotel management and Guidance
Helwan University
Cairo, C 04.2001 - 05.2010
EDU Egypt Course – Voice Track -
Development for Universities in - undefined
Egypt At Cairo University
Steps Training (Managerial skills training - undefined
Revenge Management training (Ideas G3) - undefined
Sales Skills Training by Four Seasons -
Skills
Workflow planning
undefinedTimeline
Front Office Manager
Four Seasons Hotel, Plaza
11.2022 - Current
Front Desk Manager
Four Seasons Hotel
02.2021 - 11.2022
Reservations Manager
Four Seasons Hotel, Nile Plaza
06.2018 - 02.2021
Reservations Supervisor / Guest Recognition Specialist / Revenue analyst
Four Seasons Hotel
06.2016 - 06.2018
Front Desk agent
Four Seasons Hotel
06.2015 - 06.2016
Trainer and Coaching Team Manager
Xceed Contact Center
08.2013 - 07.2015
Front Desk Agent
Hilton Zamalek
11.2012 - 08.2013
Tour Guide
Abercrombie & Kent Company for Tourism
08.2010 - 01.2011
Bachelor degree - Major Hotel management and Guidance
Helwan University
04.2001 - 05.2010
EDU Egypt Course – Voice Track -
Development for Universities in - undefined
Egypt At Cairo University
Steps Training (Managerial skills training - undefined
Revenge Management training (Ideas G3) - undefined
Sales Skills Training by Four Seasons -
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