Mahmoud Elsamni
Reservations Agent - Luxury Desk (HRCC)
Alexandria,ALX
Summary
I am an enthusiastic and customer-focused individual with a proven track record in customer service and hospitality. My goal is to secure a Reservation Agent position where I can leverage my excellent communication skills to uphold the highest standards of the hospitality industry. I am eager to contribute to the success of the hotel's services and ensure exceptional guest experiences.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Senior Reservations Agent - Luxury Desk (HRCC)
Hilton
01.2024 - 10.2024
- Handling incoming reservation calls elevating guest experience in Hilton luxury hotels (LXR, Conrad, Waldorf Astoria) by adhering to Forbes standards of service excellence.
- Providing information about hotels amenities, location and offering tailored facilities and transportation services.
- Up-selling when appropriate by describing and differentiating between room types.
Reservation Agent - HRCC
Hilton
02.2023 - 01.2024
- Processing new reservations, handling over 100 hilton properties worldwide answering guest's questions about hotel services, facilities, and activities.
- Collecting payment information such as credit card numbers or other forms of payment.
- Updating existing reservations with any changes requested by guests and handling their complaints and offering suitable resolutions.
Customer Service Representative
Cricut
11.2022 - 02.2023
- Delivered exceptional assistance for Cricut.com customers with product-related inquiries and technical issues.
- ensuring customers satisfaction and retention through effective communication and product knowledge.
Education
Tourism And Hospitality Management
Faculty of Tourism And Hotels
Alexandria, Egypt01-2024
Skills
Hospitality
Accomplishments
- Recognized as one of the top performers in the 3rd and 4th quarter of 2023
- Highest revenue and sales conversion Oct '23
- Selected as floor walker/ floor support , assisting and mentoring new hires mastering company procedures and service standards - Jan '24
- Promoted to Hilton Luxury Desk - Feb '24
- Highest call quality score for a new joiner in Luxury Desk (Calibrated by Hilton Client)
- Highest sales conversion in Luxury Desk team Jun '24
Timeline
Senior Reservations Agent - Luxury Desk (HRCC)
Hilton
01.2024 - 10.2024
Reservation Agent - HRCC
Hilton
02.2023 - 01.2024
Customer Service Representative
Cricut
11.2022 - 02.2023
Tourism And Hospitality Management
Faculty of Tourism And Hotels
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