Manager Project
Resume:
Rania Roach
Email: **********@*****.***
Mobile: 772-***-****
Home Tel: 407-***-****
**** ***** *****, ********, *** York, 14092
Summary of accomplishments
Guest Services Representative 2011 Till Present
Sheraton at the falls.
Niagara Falls, New York.
• Name mentioned constantly in the GSS.
• Handling all check in/check out for individuals and groups.
• Handling all guest complaints and requests to a very high service standards levels.
Lots of thanks letters available upon request
Guest Services Representative 2009 – 06/24/2010
Orlando World Center Marriott.
Orlando, Florida.
• Ist place for Marriot Rewards signups for 6 months on the row (over 100 active members per month).
• Name mentioned constantly in the GSS.
• Handling all check in/check out for individuals and groups.
• Handling all guest complaints and requests to a very high service standards levels.
• Lots of thanks letters available upon request.
Resort Ambassador 2008 – 2009
Orlando World Center Marriott.
Orlando, Florida.
• Looking after all the hotel guest (especially VIP’s)
• Handling all guest complaints and requests.
Quality Assurance Auditor 2005 – 2007
Jolie Ville Movenpick Golf Resort
Sharm El-Sheikh, Egypt
• Winner of the Platinum Award for the best golf resort in the middle east and Africa
• Interviewed hotel and golf guests in a casual manner ensuring their expectations have been exceeded
• Monitored all executive department heads and their staff to ensure that they were producing the highest service standard levels of guest service standard levels of guest services on a daily basis and they are applying the OSM (Operational Standard Manuel)
• Host site for European PGA Seniors tour event in 2005
• Host site for European PGA Challenge tour event in 2004
• Implemented continuous quality improvement practices
• Provided high quality of service
• Promoted facility and all outlets through guest to guest contact inside of golf resort
Assistant Front Office Manager 2002-2005
Jolie Ville Movenpick Golf Resort
Sharm El Sheikh, Egypt
• Handling all check in/check out for individual and groups
• Handling guest complaints
• Handling guest requests
• Ensure that staff always has the product knowledge to know how to sell the product (the hotel facilities)
• Always check on my guest during their stay to make sure they are happy and satisfied
• Instituted cost saving programs during challenging periods
• Created up selling programs to increase the hotel revenues
• Trained staff to increase levels of customer service to high standards
• Always checked the market around us to know where are we standing among our competitors
• Attended International hotel & golf shows (IAGTO, European PGA Tours Omega Masters) to help with the Sales & Marketing
Reservation Manager 1999-2002
Jolie Ville Movenpick Golf Resort
Sharm El Sheikh, Egypt
• Ensure always that the hotel is always closing 100% occupancy in peak periods
• Create promotions to increase the hotel occupancy during low season
• Create packages to the local market to help during low periods
• Make sales calls & send emails during slow periods to increase our occupancy
• Created a tour leader’s party & invited all T/O, T/A & all Sales representative to tell them we are always there
• Extensive knowledge of most of the reservations system worldwide
• Emailing all my guest & repeaters by sending them season greetings
• Made courtesy calls to all my guests after their check in
• Created up selling program to increase hotel revenues & motivate the staff
• Ensure that all the staff in the reservation department are following the (OSM)
• Creating teaching program, sales & marketing plans & staff training & on job training
• Involved heavily in the sales & marketing plans & create new ideas to cope with the changes in the market which was happening all the time
• Heavily involved in the hotel events and collect sponsorships for most of them
• Created budgets and forecasting of business operations
Owner Representative / Office Manager 1999
Oberoi Hotels & Resorts
Hurghada, Egypt
• Managed owner’s office during construction period of villas
• Owner’s representative responsibilities
Reservation Supervisor / In charge 1998
Inter-continental Resort & Casino
Hurghada, Egypt
• In charge of the reservation department and handling all hotel bookings
Reservation Supervisor / In charge 1997
Sofitel Hotel & Resort-Accor
Hurghada, Egypt
• In charge of the reservation department and handling all hotel bookings
Reservation Supervisor / In charge 1995-1997
Jolie Ville Movenpick Resort & Casino
Sharm El-Sheikh, Egypt
• In charge of the reservation department and handling all hotel bookings
• Hosted the Middle East Peace Summit in 1996
Training Undertaken:
• Service Culture at
• Service Excellence (With Marriott)
• The Secret Service (With Marriott)
• Genuine care service excellence (With Marriott)
• Management business skills program.
• Hospitality guarantee program.
• Maximizing people’s potential.
• How to sell your product.
• Basic management skills.
• Communication.
• Camp in the wilderness.
(Four times, one of them I was the Project Manager for the entire training program).
• Grooming & appearance.
• Handling guest complaints.
• Attending the guest.
• Answering the phone.
• Leadership.
• Leaving/Entering a guest room.
• Handling guest requests.
Education:
• Bachelor degree in English Literature (4 years College) (Ain Shams university, Cairo,
Egypt)
• Having successfully completed the course *Introduction to the hospitality Industry*
by the educational Institute of the hotel & Motel association in the United States of
America in year 1998
• Graduated from As-Salam college English school (High School) Cairo, Egypt.
• Completed computer courses after graduating from college.
Languages:
• Arabic (Mother tongue-Fluent spoken & written)
• English (Fluent spoken & written).
• French (Good spoken & written).
• Italian ( Conversational after taking 4 courses of Italian).
• Portuguese (Conversational after living in Portugal).
References:
• Brian Vahey (Front office Manager).
*****.*****@********.***
Tel: 407-***-****
• Zackary Long (Front Desk Manager).
*******.****@********.***
Tel: 407-***-****
• Paula Curley (Front Office Manager).
*****.******@********.***
Tel: 407-***-****
• Betty Massey (Front Desk Manager).
*****.******@********.***
Tel: 407-***-**** / 321-***-****
• Erin Smith (Front Office Manager).
****.*****@*****************.***
Tel: 407-***-****
• Rolf Bauer (General Manager Maritim Resort & Conference Center).
******@***********.***
Tel: +61-740******
• Bryan Keifer (Lawyer).
*********@*******.***
Tel: 850-***-****
• Ronald Neubauer (Executive Assistant Manager).
***********@*******.***
• Annatina Pinoesch (General Manager Movenpick Hotels & Resorts).
********@***********.**
Objective
To be successful in anything I do, failure is not on my list & I do believe that everything is possible. I like to try new challenges and I and I adapt myself easily to any working environment.
Summary of accomplishments
Guest Services Representative 2011 Till Present
Sheraton at the falls.
Niagara Falls, New York.
• Name mentioned constantly in the GSS.
• Handling all check in/check out for individuals and groups.
• Handling all guest complaints and requests to a very high service standards levels.
Lots of thanks letters available upon request
Guest Services Representative 2009 – 06/24/2010
Orlando World Center Marriott.
Orlando, Florida.
• Ist place for Marriot Rewards signups for 6 months on the row (over 100 active members per month).
• Name mentioned constantly in the GSS.
• Handling all check in/check out for individuals and groups.
• Handling all guest complaints and requests to a very high service standards levels.
• Lots of thanks letters available upon request.
Resort Ambassador 2008 – 2009
Orlando World Center Marriott.
Orlando, Florida.
• Looking after all the hotel guest (especially VIP’s)
• Handling all guest complaints and requests.
Quality Assurance Auditor 2005 – 2007
Jolie Ville Movenpick Golf Resort
Sharm El-Sheikh, Egypt
• Winner of the Platinum Award for the best golf resort in the middle east and Africa
• Interviewed hotel and golf guests in a casual manner ensuring their expectations have been exceeded
• Monitored all executive department heads and their staff to ensure that they were producing the highest service standard levels of guest service standard levels of guest services on a daily basis and they are applying the OSM (Operational Standard Manuel)
• Host site for European PGA Seniors tour event in 2005
• Host site for European PGA Challenge tour event in 2004
• Implemented continuous quality improvement practices
• Provided high quality of service
• Promoted facility and all outlets through guest to guest contact inside of golf resort
Assistant Front Office Manager 2002-2005
Jolie Ville Movenpick Golf Resort
Sharm El Sheikh, Egypt
• Handling all check in/check out for individual and groups
• Handling guest complaints
• Handling guest requests
• Ensure that staff always has the product knowledge to know how to sell the product (the hotel facilities)
• Always check on my guest during their stay to make sure they are happy and satisfied
• Instituted cost saving programs during challenging periods
• Created up selling programs to increase the hotel revenues
• Trained staff to increase levels of customer service to high standards
• Always checked the market around us to know where are we standing among our competitors
• Attended International hotel & golf shows (IAGTO, European PGA Tours Omega Masters) to help with the Sales & Marketing
Reservation Manager 1999-2002
Jolie Ville Movenpick Golf Resort
Sharm El Sheikh, Egypt
• Ensure always that the hotel is always closing 100% occupancy in peak periods
• Create promotions to increase the hotel occupancy during low season
• Create packages to the local market to help during low periods
• Make sales calls & send emails during slow periods to increase our occupancy
• Created a tour leader’s party & invited all T/O, T/A & all Sales representative to tell them we are always there
• Extensive knowledge of most of the reservations system worldwide
• Emailing all my guest & repeaters by sending them season greetings
• Made courtesy calls to all my guests after their check in
• Created up selling program to increase hotel revenues & motivate the staff
• Ensure that all the staff in the reservation department are following the (OSM)
• Creating teaching program, sales & marketing plans & staff training & on job training
• Involved heavily in the sales & marketing plans & create new ideas to cope with the changes in the market which was happening all the time
• Heavily involved in the hotel events and collect sponsorships for most of them
• Created budgets and forecasting of business operations
Owner Representative / Office Manager 1999
Oberoi Hotels & Resorts
Hurghada, Egypt
• Managed owner’s office during construction period of villas
• Owner’s representative responsibilities
Reservation Supervisor / In charge 1998
Inter-continental Resort & Casino
Hurghada, Egypt
• In charge of the reservation department and handling all hotel bookings
Reservation Supervisor / In charge 1997
Sofitel Hotel & Resort-Accor
Hurghada, Egypt
• In charge of the reservation department and handling all hotel bookings
Reservation Supervisor / In charge 1995-1997
Jolie Ville Movenpick Resort & Casino
Sharm El-Sheikh, Egypt
• In charge of the reservation department and handling all hotel bookings
• Hosted the Middle East Peace Summit in 1996
Training Undertaken:
• Service Culture at
• Service Excellence (With Marriott)
• The Secret Service (With Marriott)
• Genuine care service excellence (With Marriott)
• Management business skills program.
• Hospitality guarantee program.
• Maximizing people’s potential.
• How to sell your product.
• Basic management skills.
• Communication.
• Camp in the wilderness.
(Four times, one of them I was the Project Manager for the entire training program).
• Grooming & appearance.
• Handling guest complaints.
• Attending the guest.
• Answering the phone.
• Leadership.
• Leaving/Entering a guest room.
• Handling guest requests.
Education:
• Bachelor degree in English Literature (4 years College) (Ain Shams university, Cairo,
Egypt)
• Having successfully completed the course *Introduction to the hospitality Industry*
by the educational Institute of the hotel & Motel association in the United States of
America in year 1998
• Graduated from As-Salam college English school (High School) Cairo, Egypt.
• Completed computer courses after graduating from college.
Languages:
• Arabic (Mother tongue-Fluent spoken & written)
• English (Fluent spoken & written).
• French (Good spoken & written).
• Italian ( Conversational after taking 4 courses of Italian).
• Portuguese (Conversational after living in Portugal).
References:
• Brian Vahey (Front office Manager).
*****.*****@********.***
Tel: 407-***-****
• Zackary Long (Front Desk Manager).
*******.****@********.***
Tel: 407-***-****
• Paula Curley (Front Office Manager).
*****.******@********.***
Tel: 407-***-****
• Betty Massey (Front Desk Manager).
*****.******@********.***
Tel: 407-***-**** / 321-***-****
• Erin Smith (Front Office Manager).
****.*****@*****************.***
Tel: 407-***-****
• Rolf Bauer (General Manager Maritim Resort & Conference Center).
******@***********.***
Tel: +61-740******
• Bryan Keifer (Lawyer).
*********@*******.***
Tel: 850-***-****
• Ronald Neubauer (Executive Assistant Manager).
***********@*******.***
• Annatina Pinoesch (General Manager Movenpick Hotels & Resorts).
********@***********.**
Contact this candidate