Andrew Atef Gerges

Front office Team Leader

Personal Data

Current Location : El Gharbia, Egypt

Nationality : Egyptian

Date of Birth : 28 November 1989

Civil Status : Single

Languages Spoken : Arabic, English, Russian

Height / Weight : 170 CM/ 77 kg

Telephone : 002***********

Email : acvg1o@r.postjobfree.com

Skype : andrewreception

Education

Bachelor of Tourism and Hotels, Alexandria University, Hotel Management department May 2010.

Work Experience

Panorama Naama Heights Resort www.Panorma-resorts.com

4* hotel 250 rooms and suites, Egypt, sharm shikh city

Front office Team leader November2010 – September 2013

Reporting to: Front office Manager

Supervise front desk associates to ensure that all hotel policies, procedures, regulations and standards are followed.

Ensuring that front desk operations runs smoothly in a professional manner at all times.

Perform all front desk related responsibilities and duties when assigned or required.

Assume leadership in the absence of front desk manager

Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training.

Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift through out the shift and briefings.

Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.

Ensure that all arrivals, departures, no shows, extensions, amendments and OPERA related matters are performed on a timely manner in order to avoid confusion.

Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.

Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports.

Identify and resolve guest's problems efficiently and resolve to the guest satisfaction.

Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts.

Dessole cataract resort & Layalina www.dessolehotels.com

4 * Resort 224 rooms and suites, Egypt, sharm sheikh

Guest service Agent June 2014 – November 2014

Reporting to: Front office supervisor

Registers and rooms all arrivals according to established procedures

Maintains intimate knowledge of departmental standards and procedures

Cashes hotel guest's personal and travellers checks and assists with currency exchange

Responsible and attends to guest's request of using the service of safety box at all times

Knowledgeable of all special promotion procedures, for programs. Attends to guest's complaints, inquiries and requests, referees problems to supervisor / Assistant Manager if He / she unable to assist

When on night shift, prepare all necessary forms for the guest arrival

Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read e-mail, messages, and how to interpret availability sources within the reservation systems

Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.

Monitor all key accounts.

Monitor and follow up the Police report.

Check the reports for Head Housekeeper and notify him/her of any discrepancies.

Establish the daily accommodation report and register any cash transactions.

Responsible for the cashiering procedures in the department.

Register check in and departures of all individuals and groups.

Check the remaining departures and make sure that the corresponding bills are ready and correct with the supporting documentary proof.

Sonesta club resort www.sonesta.com

4* star hotel 418 rooms and suites, Egypt, sharm sheikh

Front office Team leader November 2014 – March 2016

Reporting to: Front office Manager

Prioritize and delegate daily work responsibilities to front desk staff.

Train and guide front line staff to provide quality customer services.

Manage staffing schedules, shift changes, payrolls, and labor costs.

Resolve guest issues and enquiries to ensure guest satisfaction.

Plan shift schedule and duties based on business forecast.

Supervise the billing and cash processes to ensure compliance with company standards.

Provide feedback to the team members on their performances and improvements.

Advise housekeeping staff when rooms have been vacated and are ready for cleaning.

Responsible for assisting guests with check-in and check-out, plus all special requests for services or information, in accordance with SOP's.

Ensures all members of the staff are completely familiar with all hotel emergency procedures.

Works with desk agents to balance at end of shift and ensures completion of shift checklist.

Smiles and greets all guests immediately in a gracious and professional manner; handles all guest questions and problems within empowerment guidelines.

Language Skills

Arabic : Mother Language

English : very good both written & spoken

Italian : fair written & spoken

Russian : very Good Spoken and understand

Training

The International Computer Driving License (ICDL)

International English language testing system (Ielts) with overall 5.5 Academic and general.

Achievements

Awarded as Employee of the Month for Oct 2015 (sonesta hotel sharm sheikh)

Computer skills

Internet. (Very good)

Word. (Very good)

Access. (Good)

outlook (very good)

opera soft ware for F.O (very good)

suite 8 soft ware for F.O (very good)

Photoshop. (Very good)

Excel. (Good)

PowerPoint (Very good)

Comsys soft ware for F.O (very good)

Personal Skills

Enjoy dealing with people and solve problems

Be patient and tactful

Have good written and spoken communication skills, including a pleasant telephone manner

Calm under pressure

Able to think quickly and solve problems

Able to multi-task

Have keyboard and computer skills

Professional appearance

Good knowledge of the company and its staff

Excellent interpersonal skills

Good organizational skills

Tact and discretion

Interests

Music, Playing Outdoor Games, Reading, playing sports and gym training.

References

Name: Mr. Amr Fathy

Position: General Manager

Company: panorama name heights sharm shikh

Telephone No: 002***********

Name: Mr. Sami Mikhail

Position: Front office manager

Company: Dessole city sharm

Telephone No: 002***********

Name: Mr.abdelhamid

Position: Front office manager

Company: sonesta clup sharm shikh

Telephone No: 002***********

Name: Mr.Ibrahim Hezima

Position: Ass .Front office manager

Company: sonesta clup sharm shikh

Telephone No: 002***********

Contact this candidate