Rania Roach

Email: abgqna@r.postjobfree.com

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).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Zackary Long (Front Desk Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Paula Curley (Front Office Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Betty Massey (Front Desk Manager).

abgqna@r.postjobfree.com

Tel: 407-***-**** / 321-***-****

• Erin Smith (Front Office Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Rolf Bauer (General Manager Maritim Resort & Conference Center).

abgqna@r.postjobfree.com

Tel: +61-740******

• Bryan Keifer (Lawyer).

abgqna@r.postjobfree.com

Tel: 850-***-****

• Ronald Neubauer (Executive Assistant Manager).

abgqna@r.postjobfree.com

• Annatina Pinoesch (General Manager Movenpick Hotels & Resorts).

abgqna@r.postjobfree.com

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).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Zackary Long (Front Desk Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Paula Curley (Front Office Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Betty Massey (Front Desk Manager).

abgqna@r.postjobfree.com

Tel: 407-***-**** / 321-***-****

• Erin Smith (Front Office Manager).

abgqna@r.postjobfree.com

Tel: 407-***-****

• Rolf Bauer (General Manager Maritim Resort & Conference Center).

abgqna@r.postjobfree.com

Tel: +61-740******

• Bryan Keifer (Lawyer).

abgqna@r.postjobfree.com

Tel: 850-***-****

• Ronald Neubauer (Executive Assistant Manager).

abgqna@r.postjobfree.com

• Annatina Pinoesch (General Manager Movenpick Hotels & Resorts).

abgqna@r.postjobfree.com

Contact this candidate