Yousef Elmani

**** ***** ****** ***** *****, Falls Church, Virginia adkizi@r.postjobfree.com 703-***-****

A highly motivated hospitality professional with a strong drive to seek out challenges and opportunities that I believe will promote my growth personally and professionally, while also facilitating the development and growth of my colleagues. I strongly believe that creating a supportive and goal oriented work environment is essential to bring out the best in any team.

Work Experience

Guest Services Manager – Mandarin Oriental, Washington D.C. (January 2020 –September 2020)

-Assisted the Director of Rooms in the operations of a 373-room luxury hotel.

- Oversaw the entire operation of the Guest Services department, including the management and staffing of all Bellman and Doorman.

-Coordinated departmental meetings with all relative colleagues to ensure that quality standards and policies are consistently being achieved.

-Performed all aspects of department functions such as performance appraisals, counseling, coaching, training, disciplinary actions, etc.

-Offered oneself as a main point of contact for all guests and VIPs to guarantee they receive prompt assistance and personalized service throughout their stay.

Assistant Front Office Manager – Mandarin Oriental, Washington D.C. (February 2019 – January 2020)

-Managed the day-to-day operation of the Front Desk, including the supervision of Guest Service Agents, as well as the completion of all tasks and requests.

-Handled all guest comments, complaints and observations in a timely and effective manner.

-Demonstrated excellent guest service and problem resolution skills.

-Ensured among all Front Office colleagues that Mandarin Oriental’s Legendary Quality Standards, policies and procedures are properly understood and followed through.

-Well-versed in scheduling and staffing to maximize a Hotel’s daily operations and profits.

Guest Relations Officer – Mandarin Oriental, Washington D.C. (March 2018 – February 2019)

-Ensured that all procedures are being followed accordingly and that all guests receive the utmost care and attention from arrival to departure.

-Assisted and coordinated with the various departments on property to ensure that the highest level of service is collectively achieved.

-Managed the arrangement of all special requests and welcome amenities for high volume groups and special occasion guests.

Brand Ambassador – Giorgio Armani (March 2017- February 2018)

- Worked to provide prompt, attentive and knowledgeable assistance to all clients, achieve and surpass all financial goals of the store, and ensure that the highest standard of client service is maintained.

Education

George Mason University (September 2017 – May 2018)

NOVA Community College (Aug 2013 – December 2016)

Two Year program: Administration of Justice. (Cumulative GPA 3.4)

Richard Bland College. Petersburg VA (Aug 2012 – June 2013)

Certifications

Anticipating Guest Needs Training (May 2019)

Management Level – Guest Complaint Handling Training (August 2019)

Move Up Management Course (December 2019)

Management Level – Certified Department On-Job Trainer (OJT) (January 2020)

Standard Operating Procedures (SOP) Creation/Update & Training (February 2020)

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