Proactive, customer-orientated retail professional with over 10 years of experience in reputable hotels. Deliverers an outstanding service and have consistently surpassed my target KPls for Trust You, increasing revenue, presentable and has the ability to conduct training, and to build a new team that present a high quality service and following the standard.
Overview
10
10
years of professional experience
2
2
Languages
Work History
Assistant Front Office Manager
Mercure Hurghada
Hurghada, Egypt
10.2023 - Current
Full command and knowledge of Accor Software ( Resa-web, FastCom, Hotel-Link, ACDC, Hotel-Distribution & TrustYou).
Setting up and creating new reports using Opera PMS.
Facilitated strategic decision-making by preparing and submitting KPI reports, using Opera PMS.
Maximised room occupancy at best rates, contributing to hotel revenue growth.
Constantly exceeded customer satisfaction targets by reviewing comment cards and implementing corrective action plans.
Optimised financial performance by effectively monitoring and maintaining operation and overhead costs.
Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
Fostered a culture of development by recognising, incentivising and rewarding high performance, increasing staff retention by 100%.
Supported smooth and efficient running of front-of-house operations, supervising 25 front office staff.
Ensured efficient check-in and check-out process, reducing waiting times by on average 10 minutes per guest.
Planned and delivered guest engagement programmes that led to 20% increase in guest satisfaction levels.
Encouraged mutual trust, respect and cooperation among team members.
Trained 7 receptionists on credit policy and accounting procedures, reducing account discrepancies by 70%.
Used up-selling techniques to promote room supplement and F&B packages, generating 500 k EGP per month in additional income.
Supported team members in handling complex guest enquiries and concerns, to achieve positive outcome.
Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
Set office policies and procedures to keep team members coordinated.
Updated office management on team's activities and progress at weekly meetings.
Created and submitted progress reports to upper management.
Delivered new hire training and mentored established staff on processes and procedures.
Designed strategic schedules, rotas and workloads to promote productivity.
Successfully delivered on tasks within tight deadlines.
Designed digital and print materials to engage audiences.
Managed teams by overseeing hiring, training and professional growth of employees.
Front Desk Supervisor Acting Desk Manager
Sofitel Cairo Nile El-Gezirah
Cairo, Egypt
05.2019 - 09.2023
Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
Assisted staff with administrative duties during peak schedules.
Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
Created and implemented best practice policies and processes to aid operational performance.
Delivered KPI targets and improvements on consistent basis through excellent leadership.
Introduced new opportunities for team building and communication, resulting in better team performance.
Upskilled staff through targeted training opportunities, enhancing team capabilities.
Assessed knowledge and skills gaps, creating opportunities to fuel improvement.
Identified project blockers and acted as driver to overcome obstacles and achieve deadlines.
Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
Investigated issues affecting group operations, prepared reports and helped correct problems.
Designed and implemented training to further develop staff based on business goals.
Informed guests regarding hotel events and announcements.
Collaborated with housekeeping and maintenance to address needs of guests.
Maintained tidy work area to support cleanliness and quality standards.
Achieved 5-star reviews by delivering outstanding customer service.
Calculated billings and hotel charges and provided receipts.
Scheduled and made reservations for guests using hotel and management software.
Addressed questions, escalating issues and complaints to management.
Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
Registered guest information on hotel database to maintain accuracy.
Answered and transferred calls to designated recipients.
Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
Greeted guests and facilitated check-in and check-out procedures.
Collected and processed guest data in line with data protection regulations.
Provided guests with keys and directions to room.
Submitted incident and activity reports to manager to inform future decision-making on policies.
Directed customer calls and communicated messages to relevant team members.
Organised guest transport to support smooth airport transfers.
Suggested restaurants tailored to guest preferences.
Issued guest room keys with advice on location and access.
Posted new charges to customers' rooms and compiled itemised statements.
Greeted and checked-in guests promptly and professionally.
Processed and provided clear, accurate receipts for guest payments.
Bartender / Barman at Grand Hotel, Grand Resort (Hurghada) | Hilton Sharm Dreams, Hostmark (Sharm El Sheikh)Bartender / Barman at Grand Hotel, Grand Resort (Hurghada) | Hilton Sharm Dreams, Hostmark (Sharm El Sheikh)