Front Office Guest Service

Experience:

November **** till Present: MSC Cruise (Opening MSC World Europa)

Guest Service Supervisor

Primary Responsibilities:

• Provides information and general assistance to guests.

• Answers phone calls and requests from guests.

• Performs all necessary administrative tasks.

• Manages a variety of financial transactions and is responsible of cash floats. March 2022 till October 2022: Tunis Marriott Hotel (Pre-opening) Guest Relation Supervisor

Primary Responsibilities:

• Attend to all guests enquiries and complaints and to ensure guests satisfaction.

• Assign rooms to incoming guests, ensuring that registration cards are filled up correctly. Check out departing guests as per Marriott procedures.

• Inform relevant departments of arrival, room changes, check out and special arrangements.

• Accepts reservation in the absence of Reservation Assistant.

• Work closely with Front Office Supervisor and Manager in tight house situation toensure maximum utilization of rooms.

• Assist walk-in guests with alternative accommodation in event of a full house situation.

• Record in Handover List of any special arrangements and important matters for follow-up and all daily and weekly reports.

• All pre-arrival preparations for all our VIP’s and all our Bonvoy Elite Members ( Prearrival emails, VIP Amenities, special requests etc…)

• Liaise with Duty Manager or Front Office Supervisor regarding any complaints.

• Attend to all requests and requirements from guests promptly and handle complaintstactfully.

• To ensure all guests preferences are met to the best of our ability and strive to Make ADifference & Do A Little More.

• Create a positive first impression to guests with regards to corporate image.

• Read entries in Communication Book and ensure all instructions and tasks assigned arefollow-up.

• Ensure Marriott procedures and policies are followed. Ihssan Ben Hadj Mbarek

Tel : +216-**-***-***

E-mail : *************@*****.**

Objective: An accomplished and experienced customer service professional,seeking fora new challenging position within the service industry.

• To be aware of all VIP and Special Attention guests arrivals and departures.

• Ensure all our Bonvoy Elite Members, VIP and Special Attention guests are met up by me and Duty Manager, and benefits are explained upon check in.

• To undertake any other reasonable assignment by the Duty Manager and Front OfficeManager, as and when required.

July 2012 till September 2020: Emirates Airline

Cabin Crew till 2016 and Business Class Crew from 2017

• Attending a pre-flight briefing, during which air cabin crew are assigned their working positions for the upcoming flight. Crew are informed of flight details,the schedule, the number of infants on board and if there are passengers with any special requirements, such as diabetic passengers or passengers in wheelchairs

• Carrying out pre-flight duties, including checking the safety equipment and doing security checks, ensuring the aircraft is clean and tidy and that information in the seat pockets is up to date and all meals, drinks and stock areon board

• Welcoming passengers on board and directing them to their seats

• Informing passengers of the aircraft safety procedures and ensuring thatallhand luggage is securely stored away

• Checking all seat belts and galleys are secure prior to take-off

• Making announcements on behalf of the pilot and answering questions during the flight

• Serving meals and refreshments

• Selling duty-free goods and advising passengers of any allowance restrictionsin force at their destination

• Reassuring passengers and ensuring that they follow safety procedurescorrectlyin emergency situations

• Giving first aid where necessary

• Ensuring passengers disembark safely at the end of a flight and checking that there is no luggage left in the overhead lockers and no stowaways or suspiciousitems on board

• Completing paperwork, including writing a flight report. February 2006 till May 2012: Air Arabia

Cabin crew and Senior cabin crew last four years

• Cabin crew of a Team of 4

• Operating aircraft type Airbus 320

• Complying with pre-flight briefing on flight information’s, safetyand service procedure

• Direct and control the service onboard

• Create a comfortable and safe environment for passengers and colleagues

• Complete all in-flight documentation, including customs and immigration forms, duty freeand catering inventories

• Responsible for all cash sale on board

• Participating in schedule company meetings

• Solid understanding of in-flight safety policies and procedures

• Understanding of GCAA rules and regulations

• Good written and oral communication skills

• Organised and strong ability to multi task and prioritise

• Ensuring the highest level of customer service

• Handling customer complains to his satisfaction

• Delivering a high level of safety

• Ensure all ccm are proficient in their safety knowledge, & report any deficiencies

• Monitor the performance of all ccm, correct any errors in service etiquette, groomingstandards, recommend further training if required

• Provide feedback and recommendations on upgrades and contract renewals May2005 – January 2006: Al Habtoor International

• Sales and marketing manager hotel and restaurant equipment September 2003- April 2005: Fairmont Hotel Dubai

• Sales and marketing assistant manager

• Royal service and reservation supervisor

December 2002- July 2003: National Company of Water Consumption

& Distribution (Tunisia)

• Customer Relations Assistant for the Accounting Department

• Handling all customer account inquiries.

• Creating new customer accounts

• Processing payments

December 2000- March 2002: Hotel Tour Khalef Tunisia

• 5 Segmented Practicum Training focusing on Front Office & Guest Relations (total of seven months )

Training:

• Air Arabia:

First Aid

Safety Equipment Procedure

Airbus 320 Qualification

Crew Resource Management

Costumer Service Training

ETOPS (Managerial Course)

• Fairmont Hotel Dubai:

Cross Training in Sales and Marketing (Jan-Feb 2005) First Aid (April 2004)

Fire Drill Training (Feb 2004)

• Mediterranean Games (Tunisia) :

Security agent (Sept. 2001)

Education:

September 2000-June 2002: Monastir College of Hospitality & Tourism

(Tunisia)

Diploma of Professional Technician

in Hospitality & Tourism

(Technicien Professionel en Hotelerie)

September 1993-June 2000 : Lycée de Jeune Fille de Sousse (High School)Tunisia

Qualifications & Skills:

Bachelor of Literature

Health & Hygiene Certificate (Dubai Municipality)

Knowledge in Microsoft Word, Excel, Power point, Fidelio and Internet.

Extremely motivated

Posses quality leadership decision making skills

Quick to acquire new skills

Team collaborator

Ability to work well under pressure

Time Management

Languages:

Arabic: Fluent in written and spoken

English: Fluent in written and spoken

French: Fluent in written and spoken

Personal Details:

Date of birth: June 9 1979

Nationality: Tunisian

Marital Status: Single

Interest:

Music, reading, Swimming & Travelling

Travelling:

Member of travelling club in Tunisia: visited 90 countries so far: United States, United Kingdoms, New Zealand, France, Spain, Belgium, Netherlands, Malta, Germany, UAE, Saudi Arabia, India, Sri Lanka, Japan, Egypt, Turkey, Syria, Lebanon, Bahrain and many more ..

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