Wessam Moustafa
Hurghada,Egypt
Summary
Marketing Manager with a strong history of enhancing customer loyalty at Hawaii Hotels & Resort through innovative programs and data-driven strategies. Expertise in team management and communication, driving engagement and optimizing performance in a competitive market. Proven ability to ensure exceptional service and customer satisfaction.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Marketing manager
Hawaii Hotels & Resort
Hurghada, Red Sea
03.2025 - Current
- Developed comprehensive marketing strategies to enhance brand visibility and engagement.
- Led cross-functional teams to execute integrated marketing campaigns across multiple channels.
- Conducted market research and analysis to inform product positioning and messaging.
- Oversaw budget allocation and resource management for various marketing initiatives.
Reservations manager
Hawaii Hotels & Resort
Hurghada, Red Sea
01.2024 - Current
- Managed daily reservations operations ensuring optimal utilisation of resources.
- Led team in delivering exceptional customer service and addressing client inquiries.
- Developed and implemented standard operating procedures to streamline booking processes.
- Coordinated with various departments to ensure seamless guest experiences during stays.
Assistant Reservation Manager
Hawaii Hotels & Resort
Hurghada, Red Sea
01.2021 - 12.2023
- Coordinated reservation processes to ensure efficient handling of customer requests.
- Assisted in managing daily operations to optimise guest experiences and satisfaction.
- Developed training materials to educate staff on reservation systems and procedures.
- Implemented quality control measures to maintain accuracy in booking information.
Shift Leader
Hawaii Hotels & Resort
Hurghada, Red Sea
01.2020 - 12.2021
- Led team in delivering exceptional guest experiences through attentive service.
- Coached staff on operational procedures to enhance overall efficiency.
- Coordinated daily shift activities to ensure smooth functioning of operations.
- Implemented training programmes for new hires to promote skill development.
Receptionist Administrator
Caesar Palace
Hurghada, Red Sea
01.2018 - 12.2019
- Managed front desk operations, ensuring smooth workflow and efficient communication with clients.
- Coordinated appointment scheduling and maintained accurate records of client interactions.
- Assisted in developing office procedures and policies to enhance daily operations and service delivery.
- Maintained inventory of office supplies, placing orders as necessary to ensure uninterrupted workflow.
Reservations supervisor
AMC Hotel
Hurghada, Red Sea
01.2017 - 12.2018
- Oversaw daily operations of reservations team ensuring exceptional customer service.
- Trained new staff members on reservation protocols and customer interaction techniques.
HR
ERC
Sahl Hashish, Red Sea
09.2016 - 06.2017
- Assisted in recruitment processes by screening candidate applications and scheduling interviews.
- Coordinated onboarding activities for new hires to ensure seamless integration into company culture.
- Maintained employee records and updated databases to ensure accurate information management.
- Supported performance management initiatives by compiling feedback and preparing evaluation documents.
Reservations agent
Palm Beach
Hurghada, Red Sea
01.2015 - 12.2016
- Managed customer inquiries and facilitated efficient booking processes for various travel arrangements.
- Assisted customers in modifying existing reservations and resolving issues to enhance satisfaction.
- Collaborated with team members to streamline reservation workflows and improve overall efficiency.
- Utilised reservation systems to accurately input and retrieve customer data for seamless service delivery.
- Processed cancellations and refunds in accordance with company policies to maintain customer trust.
- Engaged with customers to gather feedback and identify areas for service enhancement.
Receptionist & Operator
Palm Beach
Hurghada, Red Sea
01.2014 - 12.2015
- Managed incoming calls and directed them to appropriate departments ensuring smooth communication.
- Greeted visitors and clients warmly, providing assistance and information to enhance their experience.
- Maintained organised front desk area, ensuring all materials and resources were readily accessible.
- Coordinated scheduling of appointments and meetings, optimising use of office resources and time.
Education
Bachelor of Business Administration -
Faculty of Information Systems and Computer Science
Nile University 09.2013 - 06.2017
Skills
- Time Management
- PR strategy creation
- High-Pressure environment adaptability
- Travel agency relations
- Bilingual or multilingual
- Luxury service standards
- Overbooking management
- Service level agreement understanding
- Proactive initiative taking
- Revenue maximisation
- Time management proficiency
- Multilingual communication
- Event booking procedure
Languages
Arabic
Proficient (C2)
English
Advanced
German
Intermediate
Hobbies
Reading, Travelling, Volunteering, Learning New things
Courses
AMDADEUS / Reservation and booking tickets 2020
Timeline
Marketing manager
Hawaii Hotels & Resort
03.2025 - Current
Reservations manager
Hawaii Hotels & Resort
01.2024 - Current
Assistant Reservation Manager
Hawaii Hotels & Resort
01.2021 - 12.2023
Shift Leader
Hawaii Hotels & Resort
01.2020 - 12.2021
Receptionist Administrator
Caesar Palace
01.2018 - 12.2019
Reservations supervisor
AMC Hotel
01.2017 - 12.2018
HR
ERC
09.2016 - 06.2017
Reservations agent
Palm Beach
01.2015 - 12.2016
Receptionist & Operator
Palm Beach
01.2014 - 12.2015
Bachelor of Business Administration -
Faculty of Information Systems and Computer Science
09.2013 - 06.2017