Yasser Waly

1. Supervising Night Staff: Managing and supervising the night shift staff, including front desk agents, security personnel, and night auditors.
2. Guest Services: Ensuring excellent customer service for guests during the night, addressing inquiries, requests, and complaints promptly and professionally.
3. Check-In/Check-Out: Overseeing the check-in and check-out process, including late-night arrivals and early morning departures.
4. Security Management: Maintaining security protocols and ensuring the safety of guests and hotel property during the night shift.
5. Emergency Response: Being responsible for handling emergencies, such as fire alarms, medical situations, and security incidents.
6. Supervising Cleaning Staff: Coordinating with housekeeping and maintenance teams to address any issues or requests during the night.
7. Shift Reporting: Preparing detailed shift reports for management, highlighting any significant incidents or issues.
8. Inventory Control: Monitoring and restocking supplies, such as room keys, amenities, and office supplies, as needed.
9. Training: Training new night staff and ensuring they are familiar with hotel policies and procedures.
10. Compliance: Ensuring that the hotel complies with all relevant laws, regulations, and safety standards during the night shift.
11. Problem Solving: Resolving issues and challenges that may arise during the night shift, such as room allocation disputes, noisy guests, or technical problems.
12. Team Communication: Maintaining effective communication with other departments and shifts to ensure a seamless operation.

Took customer information for reservations.
Dealt with guest issues and special requests.
Used comsys and fidelio suite 8 to manage guest accounts and information.
Collected guest payments.
Answered customer questions about amenities.
Informed guests on regional activities and locations of interest.
Supported GSA staff on special assignments, including Preparing arrival and departure of the shift projects, through system and documents through guest requests and checking the e-mail for any request such as early arrival or departure.
Coordinated travel arrangements for tour leaders staff, such as setting appointments and securing transit and lodging accommodations.
Recognized guest complaims issues prior to escalation and applied for effective resolution.
Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
Handled client correspondence and tracked records to foster office efficiency.
Informed and supported business leaders through consistent communication and administrative support duties.
Arranged meetings for GSAs and coordinated resources for use by all attendees.
Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Organized and readied daily reports compiled from system and print data for submission to GSAs.
Entered Arrivals and deparures data using Comsys and fidelio, following procedures to keep information private.

• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
• Performed annual evaluations and reviews for large staff of employees.
• Provided supportive link between external customers and internal operations.
• Streamlined operations of multiple lines of business within organization.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Audited and documented all processes and procedures for new accounts department.
• Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
• Built, managed and coached insourced and outsourced teams.
• Set overall vision and provided team leadership.
• Developed training, task and process guidelines and communicated clear and concise directions to employees.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Supported safety officer to enforce regulations, laws and established policies throughout operational stages.
• Directed staff and managed annual capital budget.
• Maintained compliance with company policies, objectives and communication goals.

• Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
• Answered guest inquiries and provided information regarding hotel services and amenities.
• Provided guest assistance, including recommendations for tourist attractions.
• Assisted guests with check-ins, account inquiries and any additional services needed.
• Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
• Greeted guests upon arrival and offered assistance.
• Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
• Delivered above-and-beyond service to guests, including making outside venue reservations and setting up tours.
• Took reservations over phone and through email, recording guest information in computer system and verifying details.
• Assisted guests by furnishing information and directions to various areas of property including casino, gift shop and dining areas.
• Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
• Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
• Collected room deposits, fees and payments.
• Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
• Updated customer accounts with add-on room charges, including minibar use and room service bills.
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
• Promoted local entertainment and sporting events and offered details to assist patrons.
• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Contacted housekeeping staff and maintenance department immediately to resilve guest room issues.
• Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
• Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
• Protected guest valuables with main safe or in individual boxes to maximize security.
• Entered customer data into room system and updated information whenever patrons changed rooms.