Ehab Refaat Naguib
Hotel Manager
Cairo
Summary
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction .
Guest-oriented hotel manager offering more than five years of experience in hospitality and tourism industries. Self-starter providing valuable service to clients and tourists. Successful management background at reputable hotels and resorts.
Experienced with managing hotel operations and elevating guest experiences. Utilizes leadership skills to guide teams and enhance service quality. Knowledge of effective staff training and conflict resolution strategies.
Overview
28
28
years of professional experience
2
2
Languages
Work History
Hotel Manager
Cleopatra Hotel
02.2026 - Current
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Coordinated renovations projects, minimizing disruptions to guests while improving the overall aesthetic of the property.
- Enhanced hotel's online presence by optimizing website and engaging with guests through social media platforms.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Improved operational efficiency with introduction of new inventory management system, streamlining supply chain processes.
- Analyzed and evaluated business data to identify opportunities for improvement.
Hotel Operations Manager
Cosmopolitan Hotel
02.2024 - 01.2026
- Implemented innovative marketing strategies to increase occupancy rates and revenue generation.
- Boosted online presence via social media platforms, leading to higher engagement rates among potential guests.
- Conducted regular performance evaluations of staff members, providing constructive feedback for continuous improvement.
- Incorporated sustainable practices into daily operations, reducing environmental impact without sacrificing quality or service levels.
- Increased employee retention rates through effective leadership techniques that fostered team cohesion.
- Oversaw financial management, including budgeting, forecasting, and cost control measures to maximize profitability.
- Managed daily hotel operations, ensuring smooth functioning and excellent customer service.
Hotel Duty Manager
New Star Zamalek Hotel
07.2021 - 01.2024
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Managed guest feedback effectively, promptly addressing any negative comments and highlighting positive reviews to motivate staff and maintain a high level of customer satisfaction.
- Coordinated staff schedules efficiently to maintain appropriate staffing levels during peak periods while avoiding overtime costs.
- Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end-of-day reports significantly over time.
- Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
- Increased room occupancy rates by implementing effective marketing strategies and promotions.
- Implemented inventory control systems for hotel supplies, minimizing waste while maintaining adequate stock levels.
Sr. Manager, Information Technology
Orange
01.2013 - 06.2021
- Ensure effective operation of the day to day IT services to support staff and customers and providing hands on support
- Responsible for planning, coordinating, and implementing IT projects within the decided-upon budget, timeline, and scope
- Manage all aspects of the implementation and operation of information and functional systems for the organization, including software applications, network, phone systems and end-user computers.
- Manage the IT infrastructure covering data, telecommunications networks, server and storage systems, and user devices.
- Ensure system security, licensing, access management, monitoring and disaster recovery.
- Work with customers and stakeholders to understand their needs, define the requirements and hypotheses; make sure deliverables meet the agreed-upon acceptance criteria.
- Manage IT budgets and be responsible for procurement of IT hardware, software and license management.
- Collaborate with internal stakeholders to develop and maintain an IT roadmap.
- Maintaining 100% compliance with Service Level Agreements by reviewing daily/weekly/monthly reports about team performance and production plans.
- Manage the automation process to eliminate the human mistake and cleanup the obsolete services and tasks.
- Ensure protection, healthiness and efficiency of the real-time critical system processes that support business objectives and commitments through sufficient proactive monitoring system (24
- 7 health-checks) for all IT systems.
- Ensure implementing the work instructions to solve the operations issue in time to maintain smooth operations and reduce the business impact.
- Receive all IT complaints and perform initial troubleshooting steps to solve customer complaint.
- Ensure meeting SLAs for batch services requested by business departments and needs special operational tools and/or privileges.
- Key member in regular management operational review forums to drive proper management decisions and/or suggest enhancement initiatives and/or task forces.
- Perform regularly review for IT operations policies, processes & procedures to ensure SOX controls compliance and resolve internal/external audit concerns.
- Coach, mentor, and develop staff within the function, including performance management, performance review and providing necessary staff development plans
Sr. Manager, Information Technology
Orange
01.2013 - Current
- Ensure effective operation of the day to day IT services to support staff and customers and providing hands on support
- Responsible for planning, coordinating, and implementing IT projects within the decided-upon budget, timeline, and scope
- Manage all aspects of the implementation and operation of information and functional systems for the organization, including software applications, network, phone systems and end-user computers.
- Manage the IT infrastructure covering data, telecommunications networks, server and storage systems, and user devices.
- Ensure system security, licensing, access management, monitoring and disaster recovery.
- Work with customers and stakeholders to understand their needs, define the requirements and hypotheses; make sure deliverables meet the agreed-upon acceptance criteria.
- Manage IT budgets and be responsible for procurement of IT hardware, software and license management.
- Collaborate with internal stakeholders to develop and maintain an IT roadmap.
- Maintaining 100% compliance with Service Level Agreements by reviewing daily/weekly/monthly reports about team performance and production plans.
- Manage the automation process to eliminate the human mistake and cleanup the obsolete services and tasks.
- Ensure protection, healthiness and efficiency of the real-time critical system processes that support business objectives and commitments through sufficient proactive monitoring system (24
- 7 health-checks) for all IT systems.
- Ensure implementing the work instructions to solve the operations issue in time to maintain smooth operations and reduce the business impact.
- Receive all IT complaints and perform initial troubleshooting steps to solve customer complaint.
- Ensure meeting SLAs for batch services requested by business departments and needs special operational tools and/or privileges.
- Key member in regular management operational review forums to drive proper management decisions and/or suggest enhancement initiatives and/or task forces.
- Perform regularly review for IT operations policies, processes & procedures to ensure SOX controls compliance and resolve internal/external audit concerns.
- Coach, mentor, and develop staff within the function, including performance management, performance review and providing necessary staff development plans
IT System Operations Manager
Mobinil
07.2007 - 12.2012
- Ensure meeting the defined operational objectives and SLAs.
- Train people with appropriate courses to increase their capability and competencies.
- Design, execute and follow up the daily and monthly production plan.
- Manage user requests and provide them with the expected results.
- Proactively monitoring & managing the smooth running of the information systems services.
- Interface with internal external auditors for all tasks related to production.
IT System Operations Manager
Mobinil
07.2007 - 12.2012
- Ensure meeting the defined operational objectives and SLAs.
- Train people with appropriate courses to increase their capability and competencies.
- Design, execute and follow up the daily and monthly production plan.
- Manage user requests and provide them with the expected results.
- Proactively monitoring & managing the smooth running of the information systems services.
- Interface with internal external auditors for all tasks related to production.
IT operations Team Leader
Mobinil
01.2005 - 06.2007
- Supervise the billing operations tasks to ensure all tasks are done correctly on time.
- Assign and Plan operational tasks to team to be executed in 24/7 mode.
- Prepare/validate regular operational reports.
- Planning for non-regular tasks and assigned to team members.
- Provide management with Daily & weekly shift & incident reports.
- Coaching the team members.
- Utilizing the resources effectively according to required tasks.
- Ensure the load balancing between the team members.
- Prepare the appraisal for team members to evaluate quality and performance.
- Sharing the New project implementation decision and the suitable time of implementation.
IT operations Team Leader
Mobinil
01.2005 - 06.2007
- Supervise the billing operations tasks to ensure all tasks are done correctly on time.
- Assign and Plan operational tasks to team to be executed in 24/7 mode.
- Prepare/validate regular operational reports.
- Planning for non-regular tasks and assigned to team members.
- Provide management with Daily & weekly shift & incident reports.
- Coaching the team members.
- Utilizing the resources effectively according to required tasks.
- Ensure the load balancing between the team members.
- Prepare the appraisal for team members to evaluate quality and performance.
- Sharing the New project implementation decision and the suitable time of implementation.
Sr. Billing Analyst
Mobinil
08.1998 - 12.2004
- Perform complete bill cycle validation to ensure the accuracy of generated bills.
- Supporting customer care for all problems related to billing.
- Ensure on-time processing and minimum errors during the cash payments collection process.
- Ensure the quality (on time with minimum errors) of the posting of payments.
- Ensure the closing of the posting periods.
- Ensure high level of satisfaction from customers by guaranteeing the accuracy of timely posting of payments.
- Test and implement new services & projects related to the billing system.
Sr. Billing Analyst
Mobinil
08.1998 - 12.2004
- Perform complete bill cycle validation to ensure the accuracy of generated bills.
- Supporting customer care for all problems related to billing.
- Ensure on-time processing and minimum errors during the cash payments collection process.
- Ensure the quality (on time with minimum errors) of the posting of payments.
- Ensure the closing of the posting periods.
- Ensure high level of satisfaction from customers by guaranteeing the accuracy of timely posting of payments.
- Test and implement new services & projects related to the billing system.
Education
Bachelor's degree - Accounting
Faculty of Commerce Helwan University
06-1996
Skills
Cash handling
Guest accommodations
Strategic planning and analysis
Staff supervision
Guest services management
Hospitality
Billing system application (BSCS) - Expert
SQL, PL SQL - Expert
Accomplishments
- Created continuous revenue streams for the resort by promoting an array of services to guests and clients including spa, salon, upscale restaurants, and the casino.
- Implemented strategic organizational systems and records management methodology to improve confidentiality, integrity and availability of critical business data.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Hotel Manager
Cleopatra Hotel
02.2026 - Current
Hotel Operations Manager
Cosmopolitan Hotel
02.2024 - 01.2026
Hotel Duty Manager
New Star Zamalek Hotel
07.2021 - 01.2024
Sr. Manager, Information Technology
Orange
01.2013 - 06.2021
Sr. Manager, Information Technology
Orange
01.2013 - Current
IT System Operations Manager
Mobinil
07.2007 - 12.2012
IT System Operations Manager
Mobinil
07.2007 - 12.2012
IT operations Team Leader
Mobinil
01.2005 - 06.2007
IT operations Team Leader
Mobinil
01.2005 - 06.2007
Sr. Billing Analyst
Mobinil
08.1998 - 12.2004
Sr. Billing Analyst
Mobinil
08.1998 - 12.2004
Bachelor's degree - Accounting
Faculty of Commerce Helwan University
COURSES
- Management, Leadership and coaching sessions
- Full set of interpersonal skills training
- Multiple training on Billing Systems (In Egypt and overseas)
- Oracle SQL & PL/SQL - Unix Shell Programming (League)