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
- Customer service
- Food and beverage knowledge
- Time management
- Guest experiences
- Guest relations
- MS office
- Problem-solving abilities
- Office and staff streamlining
- Multitasking
- Team leadership
- Customer satisfaction
- Multitasking ability
- Multitasking Abilities
- Self motivation
- Guest accommodations
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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