Reem Ahmed
Khartoum,Sudan
Summary
Expert in customer service and front office operations, skilled in optimizing guest experiences through efficient check-in processes and reservation systems. Demonstrated leadership in staff training and conflict resolution, ensuring compliance and quality assurance. Focused on enhancing guest relationships and lobby management, aiming for career growth in hospitality management.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work history
Front Office Manager
Corinthia Khartoum Hotel
Khartoum, Sudan
2018.01 - 2023.07
- Assisted front office staff including receptionists, reservation agents, and concierges in delivering customer service.
Supported management in ensuring availability of necessary stationery and materials for daily operations.
Monitored schedules of front-office personnel and addressed customer requests and complaints.
Assistant Front Office Manager
Corinthia Khartoum Hotel
Khartoum, Sudan
2017.07 - 2018.01
- Assisted in managing sections of front office department to uphold high standards.
Monitored front office employees to ensure guests received prompt and personal recognition.
Facilitated front desk operations such as guest registration, room assignment, and check-out procedures.
Supported front office manager with employee-related tasks including evaluations and consultations.
Assistant Desk Manager
Corinthia Khartoum Hotel
Khartoum, Sudan
2012.01 - 2015.03
- Optimise guest satisfaction and streamline front office operations by training staff according to procedures, ensuring readiness to deliver excellence consistently.
Executive Front Desk
Corinthia Khartoum Hotel
Khartoum, Sudan
2009.01 - 2012.01
- Assisted in managing front lobby operations by welcoming visitors.
Collected guest information and matched them with suitable room options.
Resolved guest issues related to room accommodations and processed payments.
Maintained cleanliness and organisation of lobby area.
Supported colleagues by communicating service requests and instructions.
Front Desk Agent
Corinthia Khartoum Hotel
Khartoum, Sudan
2007.10 - 2009.01
- Welcome and greet guests answer and direct incoming calls inform guests of hotel rates and services make and confirm reservations for guests ensure proper room allocation register and check guests in confirm relevant guest information verify guest’s payment method. issue room keys and direct guests to their rooms maintain clear and accurate records of guest room bookings compute all guest billings, accurately post charges to guest rooms and house accounts receive and transmit messages for guests retrieve mail, packages and documents such as faxes for guests listen and respond to guest queries and requests both in-person and by phone provide accurate information about local attractions and services liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests complete and maintain any incident reports, daily activity reports or other reports requested by management manage conference room bookings and scheduling close guest accounts and check guests out review accounts and charges with guests during the check-out process process accurate payment of guest accounts inform housekeeping when rooms have been vacated and are ready for cleaning monitor visitors to the hotel enforce rules and policies of the hotel maintain a neat and orderly front desk and reception area.
Education
BH - Psychology
Alnilain University Sudan
Port Sudan 1997.08 - 2001.05
Skills
- Customer support
- Strategic leadership
- Team collaboration
- Computer systems
- Task prioritization skills
- Team oversight
- Customer support mastery
- Reception operations
- Guest engagement strategy
- Training development
- Dispute management strategies
- Operational adherence
- QA protocols
- Customer experience enhancement
- Streamlining check-ins
- Booking systems oversight
- Visitor experience enhancement
- Management
Language
Arabic
Native
English
Fluent
Reference
Jhonny, Mariano, Hotel Manager, jhonny.mariano@ramadaplazatunis.com, +21654275506, Contrithia Hotel
Interests
Camping, Listening to music, Public speaking, Swimming, Reading
Personal Information
- Gender: Female
- Nationality: Sudanese
- Date of Birth: 26.05.1979
Affiliations
- Reading and Book Clubs
- Learning Languages
- Photography
- Creative Writing