Mohamed Fawzy Mahmoud

• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping).
• Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
• Provides check-in and check-out services and handles reservations when needed.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
• Responds to emergency situations using appropriate procedures.
• Maintains awareness of daily operations and events at the hotel.
• Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Ensuring Exceptional Customer Service
• Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Supports employees understanding of customer service expectations and parameters.
• Interacts with guests to obtain feedback on product quality and service levels.

Obtain a debrief from the officer on duty of the previous shift on the handover log, lost

And found items Refer F&J Lounges SOP 14, incident report, inspection report.

Check grooming standards of lounge staff. Ref Emirates Grooming Manual.

Check grooming standards of all catering and cleaning / service staff. Refer A.10.

Task delegation and staff allocation must be done in advance, to cover all areas of

The lounge.

Brief staff at the beginning of the shift on the delegated responsibilities and any items

That require special attention from the previous shift.

Ensure the EKFC catering and housekeeping staff are briefed on requirements, and

Expected customer loads.

To prepare check list. Ref B.01 – Appendix A and B.02 – Appendix B. Follow up on

Pending issues from the previous shift.

Review the monthly roster and inform the lounge officer about the manpower

Strength.

To ensure the log book is maintained and updated.

Follow up lost and found Items and ensure the same is collected Emirates Security at

Preferably at the end of each shift. Those items not handed over to Emirates Security

Need to be passed on to the Duty Officer.

Ensure customer service standards are met by completing the Spot review for staff

Selected at random to facilitate the PM review at year end, and provide feedback

Accordingly.

Identifying any potential areas of development with product delivery and addressing

Coaching staff and providing feedback to ensure the highest levels of customer

Service are maintained.

Greet all guests politely and courteously.

Be familiar with the hotel services and hours of operations.

Cooperates, coordinates and communicates with other hotel departments as required.

Update concierge team the information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interests to guests.

Ensures that the uniformed services P&P and standards are followed properly.

Handling any problem associated with customers and liaising with department head

Ensure that all the concierge staff Promote and up sell limousine and chauffeur services for the hotel guests.

Responsible for the continuous training of bell captains and parking supervisor.

Follow all accounting procedures as established by hotel policy.

Responsible for ensure that sorting and distribution guests and administrative mail are conducted with no defects.

Acting all the duties and responsibilities of front office Concierge.

Supervising & Leading Bell desk, Limousine Company and front office shuttle drivers

Ensure that all the daily Concierge operations are running smoothly.

Ensure that all guests’ inquiries/complaints are handled properly.

Communicate with Senior Management on regular basis.

Flight tickets reservation and confirmation

Restaurant Recommendation and Reservation

Support the guest with accurate information about the execration & attraction in Cairo

• Greet all guests politely and courteously.
• Be familiar with the hotel services and hours of operations.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Update concierge team the information pertaining to all hotel services, local places of interests, restaurants, doctors, sightseeing tours and any other information likely to be of the interests to guests.
• Ensures that the uniformed services P&P and standards are followed properly.
• Handling any problem associated with customers and liaising with department head
• Ensure that all the concierge staff Promote and up sell limousine and chauffeur services for the hotel guests.
• Responsible for the continuous training of bell captains and parking supervisor.
• Follow all accounting procedures as established by hotel policy.
• Responsible for ensure that sorting and distribution guests and administrative mail are conducted with no defects.

Maintain a professional and courteous attitude towards all guests.

Have a throughout knowledge with check-in and check-out procedures, rooms, type, location, and rates.

Be familiar with the city events.

Supervise all activities of concierge/ business centre according to the posted rates and charge these accordingly.

Check all arrivals with airport pick-up requests and arrange limousine.

Be security conscious at all times, inform manager of anything suspicious.

Perform any reasonable request as directed by management.

Welcome all guests with a smile and maintain a professional approach at all times.

Promote and up sell limousine and chauffeur services.

Handling all Check in & check out for the guests.

Providing the guest with all sorts of information required.

Cooperating with all hotel departments in order to sort out any kind of Guest Complains.

Handling all VIP reservations, check-in, escorting.

Updated with all in-house events.

Handling all paid out forms & cash fund.

Attending front office meetings.

Handling VIP Guest accounts upon checking- out.

Handling all internal & external calls.

Making vouchers for all outgoing calls.

Forwarding incoming calls to requested areas on spot as well as received messages on behalf of receipts.

Handling hotel central fire alarm system.

Follow up all kinds of wake-up calls.

Ensures that P&P and standards are followed properly.

Operating Business Center during night shifts.

Responsible for the continuous training.

Follow all accounting procedures as established by hotel policy.