Hady El Mohtady Bellah
Front Office Agent
Al Manyal
Summary
A warm and friendly Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Enjoys working closely with team members in order to deliver positive guests experiences.
Overview
18
18
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Front Desk Agent
kempinski nile cairo
garden city
09.2022 - Current
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered customer telephone calls promptly and appropriately handled needs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Collected room deposits, fees, and payments.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Maintained clean and organized front desk areas to uphold polished company image.
- Answered multi-line phone system and enthusiastically greeted callers.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Monitored staff performance and provided feedback and guidance.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Stored guest valuables in safe and individual boxes for security.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
Education
High School Diploma -
Collège Des Frères Bab El Louk
Cairo 09.2004 - 07.2018
Hotels Management Department - Hospitality Administration And Management
Faculty of Tourism And Hotels Management
Cairo 09.2018 - 07.2022
Skills
Registration processing
Lobby auditing
Problem-solving skills
Room assignments
Hospitality service expertise
Social perceptiveness
Office management
Guest services
Time management
Word processing
Administrative support
Cash Handling
Computer skills ( microsoft word, powerpoint, excel)
Opera system running
Complaints handling
Certification
Niveau B2 du cadre Européen commun de référence pour les langues
Timeline
Kempinski nile hotel Cairo special recognition award for being nominated as employee of the month for outstanding performance
01-2023
Front Desk Agent
kempinski nile cairo
09.2022 - Current
Kempinski fundamental orientation program
09-2022
Front office trainee at Kempinski Nile Cairo in 2021.
07-2021
Kitchen trainee at cairo marriott hotel & omar khayyam casino
09-2019
Hotels Management Department - Hospitality Administration And Management
Faculty of Tourism And Hotels Management
09.2018 - 07.2022
Niveau B2 du cadre Européen commun de référence pour les langues
08-2018
High School Diploma -
Collège Des Frères Bab El Louk
09.2004 - 07.2018