Amr Abdelnaby
Sr,Soft Serices Manager
Giza
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
5
5
Certificates
2
2
Languages
Work History
Sr.Soft Service Manager
SODIC Development
01.2025 - Current
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Negotiated with vendors to secure best prices for parts and supplies.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
Assistant Director of Housekeeper
Marriott Hotels and Resorts
01.2024 - 01.2025
- Verifies guest room status is communicated to the Front Desk in a timely and efficient manner
- Inspects guestrooms on a daily basis
- Obtains list of rooms to be cleaned immediately and list of prospective check-outs or discharges to prepare work assignments
- Inventories stock to verify adequate supplies
- Supports and supervises an effective inspection program for all guestrooms and public space
- Understands the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed budgeted goals
- Verifies all employees have proper supplies, equipment and uniforms
- Communicates areas that need attention to staff and follows up to verify understanding
- Supervises daily housekeeping shift operations and verifies compliance with all housekeeping policies, standards and procedures
- Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results
- Uses all available on the job training tools to train new room attendants and provide follow-up training as necessary
- Establishes and maintains open, collaborative relationships with employees and verifies employees do the same with them
- Schedules employees to business demands and for tracks employee time and attendance
- Verifies employees understand expectations and parameters
- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process, where applicable
- Supervises staffing levels to verify that guest service, operational needs, and financial objectives are met
- Observes service behaviors of employees and provides feedback to individuals
- Verifies employee recognition is taking place on all shifts
- Participates in an on-going employee recognition program
- Solicits employee feedback, utilizes an 'open door' policy, and reviews employee satisfaction results to identify and address employee problems or concerns
- Participates in employee progressive discipline procedures
- Celebrates successes and publicly recognizes the contributions of team members
- Sets a positive example for guest relations
- Understands the brand's service culture
- Participates in the development and implementation of corrective action plans to improve guest satisfaction
- Empowers employees to provide excellent customer service
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
- Responds to and handles guest problems and complaints
- Strives to improve service performance
Assistant Executive Housekeeper
Royal Maxim Palace Kempinski
01.2023 - 01.2024
- Supervise Housekeeping Department Staff to ensure that guests and customers, whether internal or external, receive prompt and courteous service, and to ensure adherence to hotel standards
- On a daily basis, assign duties and special projects to Room Attendants / Public Area Cleaners, follow up on the progress and keep the Executive Housekeeper informed
- Check rooms randomly and particularly all those assigned to V.I.P., V.V.I.P
- And Repeated Guests and coordinate the flower requirements to these guests and other special requests
- Inspect Floors / Public Areas to ensure that facilities, equipment's and amenities are clean and are well maintained; verify the work performed by outside contractors to ensure compliance to their contract; and take corrective measures in order to meet Kempinski standards
- Participate in the recruitment of new staff by screening and interviewing applicants
- Identify the department training needs, develop the training plan and get the approval of Executive Housekeeper before the implementation of training
- Keep the Housekeeping Staff informed on the daily operational activities and challenge and provide all information relevant to their job duties
- Anticipate and maintain all equipment's and supplies and assure their availability
- Control usage of all amenities and cleaning supplies to ensure compliance to budget and ensure appropriate usage of equipment's and tools
- Handle comments and requests from guests and other departments to meet their satisfaction
- Make recommendations to Executive Housekeeper on improving the services provided by the Housekeeping Department
- Monitor housekeeping procedures including Lost and Found, Key Control, Security and Emergency procedures and Health and Safety procedures for employees and guests
- Participate in various housekeeping projects such as general cleaning, which involve scheduling, inspections, records keeping, follow-up, and communication with other related departments
- Assist the Executive Housekeeper in the preparation of the annual manning guide, the CAPEX budget and departmental budget in order to meet the business objectives
- Accomplish several administrative duties related to the position such as attending meetings, writing reports, maintaining a daily log, etc
Soft Service Manager
Prosper Egypt Facilities Management
08.2021 - 01.2023
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Negotiated with vendors to secure best prices for parts and supplies.
Soft Service Manager
EFS Facilitates Services
02.2019 - 08.2021
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Negotiated with vendors to secure best prices for parts and supplies.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Pioneered sustainability initiative within service operations, reducing waste and promoting eco-friendly practices.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
Housekeeping Manager
Accor Hotels
12.2012 - 01.2019
- Oversee Housekeeping Supervisors while inspecting guest rooms for daily cleaning achieving a high level of cleanliness and guest satisfaction
- Provide the greatest attention to detail and highest standards for the overall cleanliness and maintenance of all guest rooms
- Managed daily cleanliness and quality standards of guest rooms, public spaces, restrooms, offices, and banquet rooms
- Inspect rooms daily to ensure that standards of service and cleanliness are being met
- Inspect guest rooms by visually viewing rooms and documenting discrepancies to ensure hotel standards are met
- Inspect guest rooms, ensuring the cleanliness of rooms according to Fairmont hotels service standards
- Coordinate daily operations between housekeeping and front offices
- Provide the front office with a list of rooms ready for allotment to guests and assist room attendants in their work
- Communicate with Front Offices to ensure all cleaned rooms are entered into the computer before the end of the day
- Increased communications between departments to provide better guest service and improve efficiency by implementing daily departmental email and status reports
- Training all of the housekeeping staff in ensuring high guest room standards of cleanliness and providing excellent guest service
- Write and reviewed scheduling with the housekeeping director to maintain staffing levels to provide exceptional guest service
- Coordinate initiatives, training, and new procedures to improve guest service scores
Housekeeping Supervisor
Four Seasons Cairo at Nail Plaza
01.2007 - 12.2012
- Assigns workers their duties and inspects work for conformance to prescribed standards of cleanliness
- Investigates complaints regarding housekeeping service and equipment, and take corrective action
- Obtain a list of rooms to be cleaned immediately and a list of prospective check-outs or discharges to prepare work assignments
- Coordinate work activities among departments
- Conduct orientation training and in-service training to explain policies, and work procedures, and to demonstrate the use and maintenance of equipment
- Inventory stock to ensure adequate supplies
- Evaluate records to forecast department personnel requirements
- Make recommendations to improve service and ensure more efficient operation
- Prepare reports concerning room occupancy, payroll, and department expenses
- Select and purchases new furnishings
- Perform cleaning duties in cases of emergency or staff shortage
- Examine the building to determine the need for repairs or replacement of furniture or equipment, and makes recommendations to management
- Attend staff meetings to discuss company policies and patrons' complaints
- Issues supplies and equipment to workers
- Establish standards and procedures for the work of housekeeping staff
- Advise manager, desk clerk, or admitting personnel of rooms ready for occupancy
- Record data regarding work assignments, personnel actions, and time cards, and prepares periodic reports
- Screen job applicants hire new employees and recommend promotions, transfers, and dismissal
Education
Bachelor of Science - Computer Science
Institute For Advanced Studies Of Computer
Egypt07-2007
Skills
Customer service
Courses And Skills
- Opera hotel management system (PMS)
- Ecolab chemical program training
- Diversey chemical program training
- Housekeeping management online Training at the Bold Hotel
- English language Course at Cairo University
- English language Course at Taibah University in KSA
- Eight months cohabitation period with Dar Al Fouad Hospital, Nasr City Branch in Housekeeping department
- BCCA Diploma
- BICSc
Military Status
Exempted
Personal Information
- Date of Birth: 01/07/88
- Nationality: Egyptian
- Marital Status: Married
- Religion: Muslim
Activities
- Reading
- Traveling
Certification
Diploma
Timeline
Sr.Soft Service Manager
SODIC Development
01.2025 - Current
Assistant Director of Housekeeper
Marriott Hotels and Resorts
01.2024 - 01.2025
Assistant Executive Housekeeper
Royal Maxim Palace Kempinski
01.2023 - 01.2024
Soft Service Manager
Prosper Egypt Facilities Management
08.2021 - 01.2023
Soft Service Manager
EFS Facilitates Services
02.2019 - 08.2021
Housekeeping Manager
Accor Hotels
12.2012 - 01.2019
Housekeeping Supervisor
Four Seasons Cairo at Nail Plaza
01.2007 - 12.2012
Bachelor of Science - Computer Science
Institute For Advanced Studies Of Computer
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