John Shafik
Hotel Assistant Manager
Summary
Energetic Manager enthusiastic about delivering superior service to every guest, with more than 10 years of experience. Working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goal.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Hotel Duty Manager
Four Seasons Alexandria Hotel
05.2023 - Current
- Provided personalized attention to VIP guests, ensuring their needs were met beyond expectations during their stay at the hotel.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
- Coordinated staff schedules efficiently to maintain appropriate staffing levels during peak periods while avoiding overtime costs.
- Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Served as a liaison between various departments within the hotel, ensuring smooth operational flow across all areas of responsibility.
- Managed guest reservations accurately, optimizing room allocation to maximize revenue opportunities.
- Managed guest feedback effectively, promptly addressing any negative comments and highlighting positive reviews to motivate staff and maintain a high level of customer satisfaction.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Assigned next day arrival units.
- Replaced the Night Manager, and reviewed nightly reports on hotel performance metrics, using data-driven insights to inform decision-making processes for future improvements.
- Developed strong relationships with local law enforcement, ensuring timely responses to any security concerns that arose during overnight hours.
- Oversaw all front desk operations during nighttime hours, ensuring smooth check-in/check-out processes for guests.
- Collaborated with daytime management to maintain consistency in hotel policies and procedures across all shifts.
Front Desk Supervisor
Four Seasons Alexandria Hotel
07.2021 - 05.2023
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Assisted in increasing room occupancy rates by proactively upselling available rooms and services to potential guests.
- Improved response times to guest requests through effective delegation of tasks among team members.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Monitored inventory levels of office supplies, placing orders as needed to avoid shortages or delays in daily tasks.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Maintained accurate financial records by balancing cash drawers daily and conducting regular audits of transactions at the front desk area.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Contributed to the development of new front desk procedures for increased efficiency and better guest service.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Front Desk Agent
Four Seasons Alexandria Hotel
06.2017 - 07.2021
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Collaborated with housekeeping staff to maintain cleanliness standards in the lobby and common areas.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Stored guest valuables in safe and individual boxes for security.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Concierge Agent
Four Seasons Alexandria Hotel
06.2016 - 06.2017
- Handled transportation arrangements for guests, including coordinating car rentals and shuttle services as needed.
- Continuously updated knowledge of local attractions, events, and businesses to provide accurate information to guests.
- Enhanced guest satisfaction by providing personalized recommendations for local attractions and dining options.
- Collaborated with other hotel departments to ensure smooth operations and consistent communication regarding guest requests.
- Developed strong relationships with local vendors to secure exclusive discounts and promotions for hotel guests.
- Managed package deliveries and mail distribution for both guests and staff members.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
Front Desk Supervisor
Dusit Thani Lake View Resort
03.2016 - 06.2016
Front Desk Shift Leader
Royal Savoy Hotel
12.2014 - 03.2016
- Enhanced team communication and collaboration with regular staff meetings and briefings.
- Conducted regular audits of financial transactions, maintaining accountability and minimizing discrepancies.
- Maintained accurate guest records, ensuring data privacy and compliance with company policies.
- Collaborated with housekeeping staff for timely room turnovers, enhancing guest experience.
- Streamlined front desk operations by implementing efficient check-in and check-out procedures.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests upon arrival.
- Assisted in training new team members, contributing to a knowledgeable and skilled workforce.
- Dealt with guest issues and special requests.
- Answered customer questions about amenities.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Implemented upselling strategies, resulting in increased revenue from room upgrades and additional services.
- Managed room inventory effectively to maximize occupancy rates and revenue generation.
Front Desk Agent
Savoy Resort
12.2012 - 12.2014
Front Desk Agent
Sonesta Beach Resort
03.2012 - 09.2012
Front Desk Agent
Mercure Romance Hotel
04.2009 - 03.2010
Front Desk Agent
Plaza Hotel
04.2008 - 04.2009
Education
Bachelor of Science - Hotels Management
Faculty of Tourism And Hotels
Alexandria, Egypt 04.2001 -
Skills
Staff Training and Development
Timeline
Hotel Duty Manager
Four Seasons Alexandria Hotel
05.2023 - Current
Front Desk Supervisor
Four Seasons Alexandria Hotel
07.2021 - 05.2023
Front Desk Agent
Four Seasons Alexandria Hotel
06.2017 - 07.2021
Concierge Agent
Four Seasons Alexandria Hotel
06.2016 - 06.2017
Front Desk Supervisor
Dusit Thani Lake View Resort
03.2016 - 06.2016
Front Desk Shift Leader
Royal Savoy Hotel
12.2014 - 03.2016
Front Desk Agent
Savoy Resort
12.2012 - 12.2014
Front Desk Agent
Sonesta Beach Resort
03.2012 - 09.2012
Front Desk Agent
Mercure Romance Hotel
04.2009 - 03.2010
Front Desk Agent
Plaza Hotel
04.2008 - 04.2009
Bachelor of Science - Hotels Management
Faculty of Tourism And Hotels
04.2001 -
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