RADWAN ELMORSHEDY
Dubai
Summary
Hospitality leader with 6+ years of progressive experience in front office operations, guest satisfaction, and hotel management. Proven ability to lead high-performing teams, manage financial audits, and drive loyalty program success. Known for resolving guest concerns with 90%+ satisfaction scores and driving cross-departmental collaboration. Seeking a Duty Manager role to elevate guest experience and operational standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Office Supervisor / Acting Duty Manager
Voco Dubai, An IHG Hotel
Dubai, UAE
05.2023 - Current
- Lead day/evening shift operations, ensuring adherence to IHG standards and guest satisfaction targets.
- Awarded Top Upseller and Loyalty Champion for exceeding revenue and enrolment KPIs.
- Train new team members on SOPs, Opera PMS, and service excellence.
- Resolve high-priority guest issues, contributing to >90% positive resolution rate.
Acting Night Manager
Voco Dubai, An IHG Hotel
Dubai, UAE
01.2021 - 05.2023
- Oversaw all hotel operations during night shift, ensuring safety, service continuity, and audit compliance.
- Executed nightly financial audits and reconciliations with 100% accuracy.
- Acted as senior decision-maker on duty, coordinating emergency and operational protocols.
Front Office Agent
Voco Dubai
Dubai, UAE
01.2020 - 01.2021
- Provided seamless guest check-in/out and billing services with zero errors.
- Actively promoted IHG loyalty programs and upselling, contributing to revenue goals.
Front Office Agent
Nassima Royal Hotel
Dubai, UAE
12.2019 - 01.2020
- Trained new staff in customer service and Opera system.
- Recognized for effective handling of guest complaints and upselling results.
CID Data Entry Agent
Nassima Royal
Dubai, UAE
06.2018 - 12.2019
- Ensured legal compliance in CID reporting with confidential guest data accuracy.
- Streamlined data entry processes reducing delays in guest registration approvals.
Front Office Agent
Park Inn by Radisson
Sharm El Sheikh, Egypt
07.2017 - 05.2018
- Handled all front desk functions including reservations, room allocation, and guest relations.
- Collaborated with housekeeping and maintenance to ensure smooth room turnovers.
Education
Bachelor of Business Administration (BBA) -
Tanta University
01.2017
Skills
- Hotel Operations Management
- Leadership & Team Development
- Guest Satisfaction & Loyalty Programs
- Opera PMS & IDS
- Conflict Resolution
- SOP Compliance & Training
- Revenue & Upselling Strategies
- Financial Audit & Shift Reporting
- Cross-Departmental Coordination
- Service Recovery Excellence
Certification
- Hospitality Leadership and Management Training, IHG Academy
- IHG Brand Standards and Loyalty Program Training, 2022
- Advanced Customer Service and Problem Resolution, 2021
Languages
Arabic
English
Additional Information
Available for immediate relocation, Available upon request
Timeline
Front Office Supervisor / Acting Duty Manager
Voco Dubai, An IHG Hotel
05.2023 - Current
Acting Night Manager
Voco Dubai, An IHG Hotel
01.2021 - 05.2023
Front Office Agent
Voco Dubai
01.2020 - 01.2021
Front Office Agent
Nassima Royal Hotel
12.2019 - 01.2020
CID Data Entry Agent
Nassima Royal
06.2018 - 12.2019
Front Office Agent
Park Inn by Radisson
07.2017 - 05.2018
Bachelor of Business Administration (BBA) -
Tanta University