YASSER ELMASRY
Alexandria
Summary
Accomplished Guest Relations Officer with extensive experience in the entertainment and leisure industry, committed to delivering exceptional customer experience with 10+ years of experience in hospitality and tourism industry and exceptional interpersonal and people skills, results-oriented, energetic, and friendly. I have a proven track record of building lasting relationships with customers, exceeding expectations, and contributing to the success of the organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Entertainment Manager
Malikia Resort Abu Dabbab
01.2023 - Current
- Planning and organizing recreational activities for guests.
- Recruiting and training entertainment staff.
- Create and manage entertainment budgets.
- Cooperate with other departments to ensure smooth implementation of entertainment programs.
- Evaluate the success of recreational activities and make improvements as necessary.
- Ensure compliance with safety regulations during entertainment events.
- Develop relationships with vendors and outside performers.
- Maintaining current knowledge of industry trends and incorporating them into entertainment programming.
- Dealing with guest comments and resolving any entertainment related issues or complaints.
Asst. Entertainment Manager
Malikia Resort Abu Dabbab
02.2022 - 12.2022
- Oversee the entertainment department, day to day operations, in the absence of the entertainment manager.
- Manage, monitor and supervise all entertainment working spaces, including backstage, storage rooms, entertainment offices and all performance areas.
- Master of ceremony skills with the ability to utilize friendly, modulated and clear speech on the microphone.
- Work alongside team members during socialization with guests, and execution of daily and night time activities.
- Participates in at Shift line ups and Heads Of Department meetings, and fill in for entertainment manager where necessary.
Guest Relations Officer
Malikia Resort Abu Dabbab
05.2020 - 02.2022
- Welcoming guests in a friendly and professional way.
- Address customer complaints and escalate to Guest Relations Manager when needed.
- Providing information about facilities, programs and other services.
- Review arrival lists to welcome guests.
- Attend to guests and answer their inquiries.
- Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Record information in the logbook daily
Chief Animation
Novotel Marsa Alam Beach Resort
02.2018 - 04.2020
- Planning and organizing recreational activities for guests
- Coordinate activities to ensure smooth flow of events.
- Interact with guests to ensure their satisfaction and enjoyment.
- Providing information and guidance to guests about available activities.
- Create a lively and inviting atmosphere for guests.
- Ensuring the safety and well-being of guests during activities.
- Evaluate the success of activities and make improvements as needed.
Entertainment Specialist _ Asst. Team Leader
Hilton Marsa Alam Nubian Resort
06.2016 - 01.2018
- Control the animation team.
- Manages the day-to-day technical operation and quality assurance (e.g., special effects, lighting, sound enhancements, show systems and staging) of all entertainment venues.
- Performs pre and post operation duties, show schedules and show time duties such as audio visual and electrical needs.
- Promotes positive guest experiences by facilitating the running of talent and technical aspects at the optimum performance levels.
- Responsible for the daily activities on the pool (sports/activities/dance..).
- Responsible for kids area.
Sport Animator
Iberotel (Jazz) - Borg El Arab
04.2015 - 05.2016
- Assist in the set-up for all facilitated activities and execute duties related to the activities.
- Interact with and supervise all adults participating in activities programs by providing a safe environment for all ages to enjoy themselves.
- Contribute new activity ideas and assist in the future development of Resort Activities, as well as other programs.
- Carry out all other tasks as assigned by the Entertainment Manager or Executive Team.
- Make guests happy.
Travel Consultant
Right Tours
12.2013 - 03.2015
- Books flight and other transportation arrangements as well as lodging and tours
- Provides information about travel destinations and accommodations
- Communicates with vendors of travel-related products to get the best deals
- Visits sites in advance of recommending to tourists
- Markets and sells holiday and other specialized tour packages
RESERVATION AGENT
Right Tours
04.2012 - 12.2013
- Assisting and advising customers who may be choosing from a variety of travel options.
- Making reservations for customers based on their various requirements and budgetary allowances.
- Checking the availability of accommodation or transportation on the customers' desired travel dates.
- Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
- Processing payments and sending confirmation details to customers.
- Sorting out any issues that may arise with bookings or reservations.
- Selling and promoting reservation services.
- Answering any questions customers might have about the reservation process.
Education
Bachelor of Arts - Greek And Roman Archeology Department
Greek And Roman Archeology Sep 2012 – Sep 2024
Alexandria, Egypt09-2024
Skills
- Extensive background with Resort Guest Services/Relations
- Extensive experience in the Leisure & Entertainment
- Event management
- Operational experience of delivering high profile events in a professional environment
- Experience of managing event budgets
- Experience animators training and development
- Creative direction
- Talent acquisition: player ( Percussion, Oriental Drum, Kakhon, Djambi, mic show, Fakir Show (Walk on Glass & Nails)
Additional Information
Other hotels I have worked in before:
- Bliss Nada Beach Resort, Marsa Alam (Chief Animation)
- Utopia Beach Club, Marsa Alam ( Asst.Chief Animation)
- Aurora Bay Resort (Asst. Chief Animation)
- Sunwing Waterworld Makadi, Red Sea (Asst. Chief Animation)
- Panorama Bungalows, Gouna (Asst. Chief Animation)
- Panorama Hotel Hurghada (Asst. Chief Animation)
- Menaville Safaga (Asst. Chief Animation)
- Porto Sharm El Sheikh (Sport Animator)
- Dreams Beach Resort, Marsa Alam (DJ Animator)
- Azur hotel, Alexandria (Sport Animator)
- Helnan Palestine, Alexandria (Sport Animator)
Skills
- MS Office.
- Supervising Skills.
- Interpersonal Skills.
- Multitasking.
- creativity.
- Positive attitude skills.
- Excellent communication, organization and planning skills.
- Smart professional appearance as this role includes working at formal and very high profile events.
- Time management.
- Problem solving skills.
- work under pressure and calmly under pressure.
- Friendly outgoing personality.
- Strong Leadership Qualities with the ability to motivate a team.
Accomplishments
- Based on the satisfaction of the guests and making them happy when visiting the resort every time, the hotel has reached the number 19th on TripAdvisor instead of 45th in a short period of time.
- Increase entertainment revenue income by over 60% through strategic negotiations with event operators and performers.
- Supervisor and Executive of Main Annual Events At the hotel (Halloween, Christmas, New Year's event).
- I have been honored by the hotel management several times due to the success of the annual events that I have implemented and supervised.
Languages
Arabic
Native language
English
Advanced
C1
German
Elementary
A2
Czech
Beginner
A1
Certification
ICDL certificate
Timeline
Entertainment Manager
Malikia Resort Abu Dabbab
01.2023 - Current
Asst. Entertainment Manager
Malikia Resort Abu Dabbab
02.2022 - 12.2022
Guest Relations Officer
Malikia Resort Abu Dabbab
05.2020 - 02.2022
Chief Animation
Novotel Marsa Alam Beach Resort
02.2018 - 04.2020
Entertainment Specialist _ Asst. Team Leader
Hilton Marsa Alam Nubian Resort
06.2016 - 01.2018
Sport Animator
Iberotel (Jazz) - Borg El Arab
04.2015 - 05.2016
Travel Consultant
Right Tours
12.2013 - 03.2015
RESERVATION AGENT
Right Tours
04.2012 - 12.2013
Bachelor of Arts - Greek And Roman Archeology Department
Greek And Roman Archeology Sep 2012 – Sep 2024
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