Aya Farahat

Promoted from Front Desk Agent due to strong leadership, language skills, and guest satisfaction performance.

• Lead the Guest Relations team in managing VIP arrivals, handling special requests, and enhancing guest experience.
• Act as the main point of contact for high-profile guests, resolving issues with a high level of discretion.
• Coordinate with housekeeping, food and beverage, and concierge departments to ensure seamless service.
• Monitor guest feedback channels (e.g., TripAdvisor, Medallia) and implement service improvements.
• Train junior staff on communication skills, complaint handling, and service standards.ors.

• Welcomed guests warmly and managed check-in/check-out using Opera PMS system.
• Handled room assignments, special requests, and late arrivals with professionalism.
• Answered guest inquiries about hotel services, local attractions, and bookings.
• Maintained accurate billing and payment procedures.
• Ensured coordination with housekeeping for room readiness and special guest needs.

Worked at one of Egypt’s most upscale and celebrity-frequented restaurants.

• Oversaw VIP tables, ensured top-tier service, and personalized dining experiences.
• Supervised a team of junior waiters and trained them in fine-dining etiquette.
• Assisted guests with wine pairings and detailed menu explanations.
• Handled reservations and coordinated with kitchen for special requests.
• Resolved customer concerns on the floor with professionalism and discretion.

• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

• Welcomed and guided guests upon arrival and supported the concierge desk.
• Assisted in arranging tours, restaurant bookings, and transportation.
• Offered personalized recommendations for local attractions and events.
• Helped with guest luggage and coordinated smooth check-in experiences.
• Provided high-level support during large events and conferences.