Rehab El-shshetawey
Alexandria,United Arab Emirates
Summary
Results-driven hospitality professional with 5+ years of experience in luxury hospitality, specializing in Front Office Operations, Guest Relations, and Team Leadership. Recognized as a Top-Up seller and consistently received outstanding Guest Name Mentions for delivering personalized service and creating memorable guest experiences. Proven ability to lead front office operations, resolve guest concerns, manage VIP arrivals, drive revenue through upselling, and collaborate effectively across departments. A dedicated, service-oriented professional with excellent communication, leadership, and problem-solving skills, committed to exceeding guest expectations and contributing to operational excellence.
Overview
2
2
Languages
1
1
Certification
2
2
years of post-secondary education
8
8
years of professional experience
Work history
Senior Front Office Receptionist
Hilton Dubai Palm Jumeirah
Dubai, United Arab Emirates
2023.11 - 2026.04
- Supervised daily front office operations, ensuring a seamless workflow.
- Led, trained, and supported front desk agents to uphold service standards.
- Managed guest complaints and resolved issues effectively and professionally.
- Oversaw check-in and check-out processes for accuracy and efficiency.
- Monitored reservations, room allocations, and daily occupancy.
- Ensured high levels of guest satisfaction and personalized service.
- Coordinated with housekeeping, maintenance, and other departments.
- Prepared shift reports and facilitated proper team handovers.
- Maintained adherence to hotel policies, procedures, and brand standards.
- Supported upselling initiatives and revenue generation opportunities.
Guest Relation Supervisor
Mango House, LXR Hotels & Resorts by Hilton
Mahe, Seychelles
2025.07 - 2025.08
- Provided critical support as a Guest Relation Supervisor - Duty Manager on Task Force with Hilton during high-demand periods and staff shortages.
- Managed daily front-office activities, including guest assistance, issue resolution, and ensuring seamless hotel operations.
- Coordinated effectively across departments, supervising check-ins, check-outs, room assignments, and handling VIP guest arrivals.
- Contributed to the training and integration of new staff, ensuring adherence to Hilton's service standards for optimal guest satisfaction and operational performance.
Front Office Receptionist
Hilton Dubai Abu Dhabi Yas Island
Abu Dhabi, United Arab Emirates
2022.05 - 2023.10
- Managed guest arrivals and departures, efficiently handling check-ins, check-outs, room key issuance, and reservation processing.
- Responded to guest inquiries, offered detailed information on hotel amenities, and skillfully resolved concerns with a consistently friendly and professional attitude.
- Handled incoming telephone calls, managed email correspondence, and coordinated with Housekeeping and other departments to ensure prompt room preparation and fulfillment of guest requests.
- Maintained a spotless and orderly front desk, providing welcoming and efficient service to foster a positive guest experience.
Front Office Agent
Hilton Garden INN Mall Of Emirates
Dubai, United Arab Emirates
2018.02 - 2020.01
- Delivered customer support via phone, email, and chat, offering clear and approachable assistance.
- Managed customer queries, resolved complaints, and provided solutions with professionalism and composure.
- Maintained customer records, processed service requests, and ensured the accuracy of shared information consistently.
- Improved customer satisfaction by attentively listening, identifying needs, and responding with speed and effectiveness.
Education
Bachelor’s - computer and information systems
Higher Institute of computer and information systems
Egypt 2007.09 - 2009.05
Skills
- Leadership Skills
- Working under pressure
- Leadership and Teamwork
- Communication Skills
Certification
- Hilton’s Reservation courses - Hilton - 2024-08
- Hilton Lead 1.1 & commencement courses - Hilton - 2025-07
Languages
Arabic - Native speaker
English - Good working knowledge
Timeline
Guest Relation Supervisor
Mango House, LXR Hotels & Resorts by Hilton
2025.07 - 2025.08
Senior Front Office Receptionist
Hilton Dubai Palm Jumeirah
2023.11 - 2026.04
Front Office Receptionist
Hilton Dubai Abu Dhabi Yas Island
2022.05 - 2023.10
Front Office Agent
Hilton Garden INN Mall Of Emirates
2018.02 - 2020.01
Bachelor’s - computer and information systems
Higher Institute of computer and information systems
2007.09 - 2009.05