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Manager Service

Amman, Amman Governorate, Jordan
January 07, 2020

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Hassan Mustafa Mohammad

- ** years of extensive experience in customer service and hospitality.

- Strong interpersonal communication skills.

- Outstanding command of English and Arabic (written and spoken).

-Strong administrative skills, well-organized, and self-motivated

- Strong Computer Skills with extensive experience in Hotel Enterprise Software (Opera - Fidelio - Microsoft Office).

- Highly capable in handling guest complains professionally

- Excellent leadership skills and capable to work under pressure

- A good team player who can work in a diverse team WORK EXPEREINCE

Aqaba, Jordan

- Prepares and checks for VIP’s arrival and escorts guests to rooms.

- Assists reception, business center, cashier, concierge and bell captain during busy period.

- Answers guests inquires, handles complaints and attend to the guests when needed.

- Approves and sign for allowances, rebates etc., as required by Front Office Cashier.

- Follows up in credit check report, liaise with credit manager.

- Assigns and Approves Duty roster for all Front desk staffs. Amman, Jordan

- Ensure that listing items compliance to policies, procedures and are up to the company standard.

- Establish category sourcing strategies, collaborate with cross-functional strategic sourcing teams.

- Action the products on the system within the timeline.

- Ensure to achieve the daily, weekly and monthly targets and maintain high quality performance.

- Ensure to give valid and clear reason if any product has to be rejected. Al Ain, UAE

- Identifies system and workflow improvements to enhance team’s efficiency.

- Monitoring team performance and provides feedback, coaching and training whenever required.

- Prepare and coordinate the distribution of guest amenities, welcome letters and fruit setups for VIPs and long-stay guests.

- Handling guests’ complains according to the company’s policy.

- Maintain and update guest history profiles through the Opera guest profile system.

- Review and prepare next day’s arrival reports for VIPs with special status, ensuring that these are highlighted to the management and necessary related functions are activated.

- Give courtesy calls and complete the daily call log as per established guidelines.

- Ensures that the lobby is always aesthetically clean, tidy and in order by ensuring that the team’s grooming are as per the company’s standards.

Aqaba, Jordan

- Control departmental expenses through proper analysis and planning of manpower needs, purchases and usage of materials and supplies.

- Review designated in house guest list and be familiar with guest names, room location, special requests and profile history.

- Maintain an awareness of competitor’s services and rate structure by conducting frequent comparisons of the guest service departments.

- Monitor guest service personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.

- Handle guest complaints and assist in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately.

- Assure compliance and coordination of guests’ needs, requests and personal preference.

- Full Concierge Training

- Food & Beverage Training

- English Courses (Intermediate to Advanced Level)

- Cultures Training

- Destination Leadership (Training to enhance management styles)

- Safety & Security Training

- Business Writing Techniques

- Managing Colleague Development Training


DUTY MANAGER at Grand Talabay Resort

NOV 2018 / APR 2019


AUG 2013 / JUN 2018


AUG 2009 / Aug 2013

GUEST SERVICE MANAGER at Radisson Blu Resort


Al Arabia College

Amman, Jordan


Diploma: Hotel & Management

Amman, Jordan

- Maintain effective communication with all related department to ensure smooth service delivery.

- Ensure guests are greeted by name upon calling as per the company standard.

- Complete management’s long distance call vouchers and record them on the traffic sheet.

- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls.

- Take messages for guests and management as per the required standard. DEC 2008 / AUG 2009


Amman, Jordan

- Perform all necessary tasks to service food & beverage according to the standard of performance manual of the hotel.

- Great & seat customers and serve them in a professional, discreet & personalized way Acquire in depth knowledge of the food & beverage menu of the assigned outlet in order to assist and provide advice to guests.

- Consistently monitor quality of food & beverage being served.

- Practice good customer relations and attend to customer complaints / queries satisfactorily.

- Responsible for maintaining hygiene and cleanliness standards in the outlet & upkeep of all service equipment.

- Responsible for all service preparations before, during & after the service (mis-en-place &mis- en-scene).

- Actively use up selling techniques to exceed guest expectations and increase revenue. NOV 2004 / JUL 2007

WAITER at Four Season’s Hotel




+962 (79) 7744-789

Amman, Jordan

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