Summary

Overview

Work History

Education

Skills

Timeline

Software

Languages

Hi, I’m

Shaimaa Youssry

Chief Concierge-Divisional Trainer - Member Of Les Clefs D' Or International

Alexandria

Summary

Hospitality professional with a comprehensive background in front office operations, telecommunications, and guest services, holding over 20 years of experience in managing high-performing teams and enhancing customer satisfaction. Skilled in leadership roles such as Telecommunications Manager, Reservations Manager, Chief Concierge, and in addition to playing role of Front Office Duty Manager, where provided vital support to the front desk team to ensure smooth operations. Additionally, have an experience covering the Guest Experience Manager role during the exist manager absence, ensuring continuity of guest services and maintaining high standards. A dedicated Divisional Trainer committed to staff development and service excellence, and an active Member of Les Clefs d'Or International, offering a global perspective on luxury hospitality standards. Proven success in delivering memorable guest interactions, streamlining front office processes, and driving performance in dynamic, high-demand environments.

Overview

years of professional experience

years of post-secondary education

Work History

Four Seasons Hotels and Resorts

Chief Concierge - Member of Les Clefs D' Or Int.

06.2014 - Current

Job overview

Collaborated with other departments to deliver seamless customer experiences from arrival to departure.
Mentored new concierge staff members, fostering supportive work environment and promoting professional growth.
Organized special events for VIP guests, ensuring memorable experiences that increased repeat business.
Assisted in budget planning and resource allocation, optimizing financial performance without sacrificing service levels.
Negotiated favorable rates with transportation providers, securing cost-effective options for guests seeking reliable travel arrangements.
Established a comprehensive database of recommended vendors and contacts, streamlining referral processes for guests'' needs.
Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Managed daily operations of the concierge desk efficiently while maintaining a welcoming atmosphere for guests.
Maintained high level of professionalism and discretion when dealing with guests.
Facilitated and coordinated transportation services for guests.
Assisted in development of new product feature, contributing to user-friendly experience.
Aided in enhancing website user experience with thorough usability testing.
Contributed to positive work environment by actively participating in team-building activities.
Evaluated customer needs and feedback to drive product and service improvements.
Educated staff on organizational mission and goals to help employees achieve success.
Earned recognition as a trusted resource for guests, consistently receiving positive feedback on service excellence and professionalism.

Four Seasons Hotels and Resorts

Reservations & Telecom. Manager

05.2012 - 06.2014

Job overview

Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
Handled special requests from guests with utmost professionalism, personalizing their stay experience whenever possible.
Developed policies and procedures for reservations department, ensuring consistency and adherence to brand standards.
Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
Contributed innovative ideas to improve reservation management software functionality based on user experiences.
Adjusted sales strategies to changing conditions, such as increased local competition and decreased industry rates.
Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Set aggressive targets for employees to drive company success and strengthen motivation.

Four Seasons Hotels and Resorts

Telecommunications Manager

08.2008 - 05.2012

Job overview

Established clear communication channels between departments, ensuring efficient information flow throughout organization.
Followed standards and procedures to maintain safe work environment.
Maintained up-to-date knowledge of hotel events, services, and facilities in order to provide accurate information to guests during their stay.
Exceeded performance expectations by consistently achieving high call volume targets while maintaining exceptional levels of professionalism and accuracy in communication with guests and colleagues alike.
Supported sales efforts by providing accurate information about hotel amenities, packages, and promotions to prospective clients.
Contributed to a positive work environment by fostering open communication and collaboration within the team, sharing best practices for efficient telephone operations.
Handled emergency situations calmly and professionally, contacting appropriate personnel when necessary for guest safety or security concerns.
Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate hotel departments.
Coordinated with vendors for repair and maintenance of hotel.
Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Trained new staff members in customer service techniques and hotel operations.
Enforced policies and procedures to increase efficiency.
Monitored staff performance and provided feedback and guidance.
Monitored hotel's budget and financial records.
Accomplished multiple tasks within established timeframes.
Developed comprehensive training programs for staff, increasing overall team efficiency in managing telecommunications infrastructure.

Four Seasons Hotels and Resorts

Telecommunications Assistant Manager

04.2007 - 08.2008

Job overview

Established clear communication channels between departments, ensuring efficient information flow throughout organization.
Followed standards and procedures to maintain safe work environment.
Maintained up-to-date knowledge of hotel events, services, and facilities in order to provide accurate information to guests during their stay.
Exceeded performance expectations by consistently achieving high call volume targets while maintaining exceptional levels of professionalism and accuracy in communication with guests and colleagues alike.
Supported sales efforts by providing accurate information about hotel amenities, packages, and promotions to prospective clients.
Contributed to a positive work environment by fostering open communication and collaboration within the team, sharing best practices for efficient telephone operations.
Handled emergency situations calmly and professionally, contacting appropriate personnel when necessary for guest safety or security concerns.
Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate hotel departments.
Coordinated with vendors for repair and maintenance of hotel.
Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Trained new staff members in customer service techniques and hotel operations.
Enforced policies and procedures to increase efficiency.
Monitored staff performance and provided feedback and guidance.
Monitored hotel's budget and financial records.
Accomplished multiple tasks within established timeframes.
Provided top-notch troubleshooting support during critical outages, minimizing business impact.
Improved response time to service requests, ensuring timely resolution of customer concerns.
Enhanced customer satisfaction by addressing and resolving complex technical issues promptly.

Four Seasons Hotels and Resorts

Front Desk Agent

06.2004 - 04.2007

Job overview

Increased customer loyalty with exceptional communication skills and personalized service.
Welcomed each new arrival pleasantly and confirmed reservations and identification.
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
Collected room deposits, fees, and payments.
Maintained clean and organized front desk areas to uphold polished company image.
Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
Managed inventory of front desk supplies, keeping essential items well-stocked.

Hilton

Front Desk Supervisor

01.2002 - 04.2004

Job overview

Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
Contributed to the development of new front desk procedures for increased efficiency and better guest service.
Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.

Education

Faculty of Hotels And Tourism
Alexandria, Egypt

Bachelor’s Degree from Hotels Management

09.1997 - 05.2001

Skills

Leadership & Team Management

Proven ability to lead, mentor, and motivate teams, fostering high performance and operational excellence

Strong decision-making and problem-solving skills, with a focus on team efficiency and guest satisfaction

Experienced in training staff and developing talent to maintain high service standards and enhance overall team performance

Operations Management

Expertise in managing front office operations, including guest check-in/check-out, reservations, and room allocation

Skilled in optimizing revenue through effective pricing strategies, occupancy management, and cost control

Proficient in using property management systems (PMS) like Opera , Microsoft Platform Apps to ensure seamless daily operations

Guest Relations & Service Excellence

In-depth understanding of luxury service standards and the ability to deliver personalized guest experiences

Strong ability to handle high-profile guests, resolve complex issues, and maintain guest satisfaction

Expertise in building and maintaining strong relationships with guests to ensure repeat business and long-term loyalty

Financial Management & Budgeting

Experienced in managing departmental budgets, controlling costs, and maximizing profitability

Strong financial acumen, with a proven track record of achieving revenue targets and optimizing hotel performance

Sales & Marketing

Proficient in upselling and cross-selling strategies to boost revenue across departments

Skilled in developing and implementing sales strategies that enhance business growth and improve market positioning

Experienced in managing corporate accounts and building partnerships to increase bookings and drive business development

Communication & Interpersonal Skills

Excellent communication skills, with the ability to collaborate effectively across departments and with senior management

Skilled in negotiations, ensuring favorable outcomes for both the business and guests

Strong cultural sensitivity, adept at working in diverse environments and ensuring a welcoming atmosphere for all guests

Crisis Management & Problem Solving

Calm under pressure, with extensive experience in handling emergencies, guest complaints, and operational challenges

Time Management & Organizational Skills

Ability to prioritize tasks effectively, ensuring smooth day-to-day operations

Skilled in delegating tasks to ensure efficient resource allocation, particularly during peak times

Technology & Systems Proficiency

Expertise in using Property Management Systems (PMS) (eg, Opera, Fidelio) for reservations, billing, and guest management