Summary
Overview
Work History
Education
Skills
Training
Personal Information
Timeline
Generic

Amin Rafaat Amin

Guest Relation Supervisor
Cairo

Summary

Successful experience with over 10 years, in Customer Relations, Customer Service, Travel Management, Events & hotel reservations. Recognized consistently for performance excellence and contributions to the success of the industry. Strengths in Customer service and communication skills.

Overview

14
14
years of professional experience
9
9
years of post-secondary education
2
2
Languages

Work History

Guest Experience Supervisor

Brassbell
Cairo
04.2023 - Current
  • Lead, motivate, and supervise the Guest Experience team to ensure smooth operations and the delivery of exceptional service.
  • Act as a role model by demonstrating professionalism, dedication, and a strong work ethic.
  • Provide guidance, and ongoing coaching to enhance team members' skills and ensure adherence to service standards.
  • Offer feedback to the team to identify strengths and areas for improvement which will be shared with the Assistant GR manager/GR manager.
  • Handle escalated cases that require advanced problem-solving or decision-making.
  • Ensure clarity in handovers, guaranteeing seamless communication across shifts.
  • Maintain awareness of all ongoing cases during the shift.
  • Approve refunds, discounts, and make sure that all payments are settled during the shift and Create and share payment links with the team.
  • Make tough decisions as required, always prioritizing guest satisfaction and business interests.
  • Oversee the delegation and execution of tasks assigned to team members.

Account Manager

Talabat
Cairo, Cairo Governorate
02.2022 - 03.2023
  • Maintaining continuous business relationships with clients/restaurants.
  • Providing excellent service and support to build strong relationships and resolve operational issues between clients/restaurants and the company.
  • Making sure that the clients' menus are always up to date.
  • Optimizing the restaurant content on delivery time.
  • Encouraging restaurants to subscribe to the online payment gateway.
  • Coordinating with the restaurant. If the restaurant is live or active on the Talabat website, check and resolve the reason.
  • Generating food coupons, promotions, and vouchers for the existing restaurants.
  • Weekly and monthly Reports to the relevant departments.

Travel Specialist

GN'K Hospitality-By-Ganz
Cairo
01.2019 - 01.2022
  • Handled any needed travel arrangements with travel agencies and sought for best possible offers.
  • Partner with agencies/ hotels to provide long-term deals to the company.
  • Resolves and follows up on expense discrepancies by investigating documentation.
  • Liaising with all staff, suppliers, and clients for logistics and reservations.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.

Reservation Supervisor

GN'K Hospitality-By-Ganz
Cairo
01.2019 - 01.2022
  • Managed the reservations for a new boutique hotel 'Mazeej Hotel' on the North Coast, Responsible for fulfilling reservation requests based on room availability and customer preferences.
  • Handle correspondence, sending confirmation emails, verifying customer information Monthly and weekly reports to the top management.
  • Collecting payments, promoting hotel facilities, and answering customer inquiries.
  • Carefully helped the marketing team to enhance the Hotel's brand awareness.

Social Media Supervisor

Egyweb-Indigo
Cairo, Cairo Governorate
10.2017 - 01.2018
  • Attending client briefing and debriefing meetings as well as induction/training for assigned brands if needed.
  • Working on the preparation of the monthly reports and plans of the assigned accounts.
  • Keeping up to date with the latest social media trends and platform updates.
  • Executing campaigns across a variety of platforms.

Call Center Team Leader

Almosafer
Cairo
09.2016 - 10.2017
  • Generates and sends agreed reports to the managers regularly.
  • Handles Account Advisors needed for on-job training and coaching.
  • Monitors transactions to ensure that QA standards are met.

Sales & Marketing Team Leader

EgyVision
Cairo
03.2015 - 09.2016
  • Supporting the marketing department by contributing to the finicality of the department.
  • Reporting all related figures to my top management.

Shop Supervisor

Ali Bin Ali
Doha
02.2014 - 01.2015

Senior Sales Representative

Azadea Group (ZARA)
Dubai , Matruh
07.2013 - 01.2014

Sales / Ticketing Agent

Emirates Airlines /Dnata
Dubai
04.2012 - 07.2013

Sales / Ticketing Agent

Hilton Hotel
Dubai
02.2011 - 03.2012

Education

Bachelor's Degree - Tourism

Cairo University
Sahar Language School
04.2001 - 06.2010

Skills

  • Time Management

  • Teamwork

  • Work under Stress

  • Self Motivated

  • Multi-Task

  • Guest relations management

  • Complaint handling

  • Brand representation

  • Guest services

  • Reservation management

  • Basic accounting

  • Hospitality and service industry background

  • Team member development

  • Hospitality best practices

  • Guest inquiry resolution

  • Teamwork and collaboration

Training

  • Time Management Training, Hilton Hotel, 2011
  • Leadership Skills, Hilton Hotel, 2011

Personal Information

  • Date of Birth: 06/06/89
  • Marital Status: Single

Timeline

Guest Experience Supervisor

Brassbell
04.2023 - Current

Account Manager

Talabat
02.2022 - 03.2023

Travel Specialist

GN'K Hospitality-By-Ganz
01.2019 - 01.2022

Reservation Supervisor

GN'K Hospitality-By-Ganz
01.2019 - 01.2022

Social Media Supervisor

Egyweb-Indigo
10.2017 - 01.2018

Call Center Team Leader

Almosafer
09.2016 - 10.2017

Sales & Marketing Team Leader

EgyVision
03.2015 - 09.2016

Shop Supervisor

Ali Bin Ali
02.2014 - 01.2015

Senior Sales Representative

Azadea Group (ZARA)
07.2013 - 01.2014

Sales / Ticketing Agent

Emirates Airlines /Dnata
04.2012 - 07.2013

Sales / Ticketing Agent

Hilton Hotel
02.2011 - 03.2012

Bachelor's Degree - Tourism

Cairo University
04.2001 - 06.2010

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Amin Rafaat AminGuest Relation Supervisor