SOUD ABU HANAK

Contact No.: +973-********

Bahrain, Manama

E-Mail: adb7ej@r.postjobfree.com

Front Office - Chief Concierge

Qualified professional, which seeks to leverage experience and business acumen as well as learn from accomplished peers, while continuing to work in the industry.

AN OVERVIEW

My Vision: To acquire a good working environment and worthwhile experience that enhances

good leadership, stability and self-fulfilment.

My Goal: Work in the field of media, and this goal is due to the spirit of self-confidence and mastery of language and confidence, and general formalism this reflects a suitable person for the work environment is suitable and the most suitable place of work.

A result oriented professional: with more than 8 years of experience in customer service, concierge. Consistent performance with a proven track record of experience.

Solutions Driven & Customer Centric Professional: Adept at ensuring the provision of high quality services to support customer needs. To achieve a high level of customer satisfaction and to recommend measures to reduce the impact on customers, developing business logic and take advantage of any proposed changes.

A significant improvement in organizational effectiveness: with a commitment to ensuring the highest level of customer service at all times, to resolve complaints and issues efficiently and accurately.

Deft in managing the wide spectrum of tasks, and problem solving skills with ability to work in multicultural environment

EDUCATION – VOLUNTEERING & AWARDS

High School

Graduate of Focus Academy for Training and Media Consulting as a TV presenter ( Mar 2016 )

Graduate of Florida Academy for Hospitality and Hotel Management 2002

Certificate of Excellence in concierge (Dubai Tourism) 2015

2016 -A volunteer in the international Congress of the Les Clefs d'Or United Arab Emirates 2016 as a designer of the agenda.

2016 -An award-winning of the True Waldorf Service global award (Is an international award given to the best employee has creativity at work, this award is given once a year to one team member of 27 hotels around the world)

2015 - An award-winning of best video to preserve the environment in the global months Environment Programme Hilton worldwide(Is an international award given to the best video talking about the environment, and this award is given once a year to one of the team members from among the 27 hotels around the world)

Top Performance of the Month (for being the most mentioned team member on the social media in the month):

- April 2015 (first place) - December 2015 (third place) - January 2016 (first place) - August 2016 (first place)

KNOWLEDGE ENHANCEMENT SCHEDULES

Attended various knowledge enhancement schedules as:

First AID & CPR & AED

Customer Care

Team Work

Personal Hygiene

Communication Skills

Up-Sale

Five Stars Service

Luxury Personal Concierge Introduction

Passion for luxury service

Train the Trainer

Leadership & Entrepreneurship with Luxury Service

Microsoft Office 100%

Opera 4 F.O

Opera 5 F.O

Fidelio F.O

Hotsos F.O

VICAS CID System

Micros F&B ( Night Audit )

OnQ

EXPERIENCE CHRONOLOGY

Bahrain (Pre-Opening) Wyndham Grand Manama Hotel since Aug 2017 as a Chief Concierge

Summary

Supervises the day to day operations of the concierge department. Ensures that all standards of professionalism and protocol established are being practiced by all concierge staff. Continuous communication between them and the Concierge Supervisor to ensure that a consistent delivery of service is being delivered to guests. Perform various administrative tasks as assigned by the front office manager.

Responsibility

Performs various Human Resources responsibilities for the concierge department including the preparation of work schedules to maximize the effectiveness of the department.

Informs the FOM of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.

Lead and supervise the Concierge and Valet/Driver team to ensure they offer the best service, knowledge and assistance to guests

Notifies Manager and/or Security of all unusual events, circumstances, missing items, or alleged thefts. Responds to emergency situations as necessary and as directed.

Guest Services

Consistently offers professional, friendly and engaging service.

Assists guests regarding hotel facilities in an informative and helpful way.

Assists with any plans or arrangements the guest intends to make during their stay.

Ensures known guest preferences are met and amenities provided. Ensures that all guests’ requests are processed and recorded including other miscellaneous service requests.

Attends to guest complaints and resolves in the best possible way.

Ensures to have and up-to-date knowledge about current events, city information, restaurants, attractions etc. to assists guests and to share on a daily basis with all FO team members.

Supervises parking area at entrance and valet service to ensure smooth arrival & departure experience.

Provides information, maps and directions as required.

Supervises all messages, mail and packages handling for guests, ensuring they are delivered at the appropriate time and stored if necessary in a systematic and efficient way.

Shows guestrooms and suites as needed.

Primarily responsible for the supervision of all concierge functions, including bell service, information and message service, as well as administration of transportations

Make guests feel at home and guarantee their contentment. Furnish clients with above-and-beyond service to ensure a memorable and genuine experience. The goal is to sponsor a helpful image by honoring guests’ requests and to achieve high levels of guest satisfaction and engagement with accordance to Hotel policies, SOP and LQA standards.

Staff responsibilities

Ensures the shift checklist is completed.

Balances operational, administrative and Colleague needs.

Maintains all departmental assets and ensures that all items are cleaned, checked out, and returned to the appropriate storage area.

Trains existing and new associates and performs all administrative by the tasks.

General responsibilities

Strictly enforces the privacy and confidentiality of all guests.

Prepares and distributes reports as requested by management to various departments.

Performs other job-related duties as assigned.

Maintains all property iPads, brochure racks, order and restock when necessary.

Assists the front desk and Guest Relation’s Team when needed.

Maintains effective communication with all related departments.

Follows departmental policies, procedures and service standards

Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.

Follows all safety policies

Maintains in-room TV channel listings.

Supervises cleanliness of lobby and entrance areas.

Maintains effective communication with all related departments

United Arab Emeritus (Pre-Opening) Waldorf Astoria Luxury Hotel June 2013 to Aug 2017 as Asst Chief Concierge

Position Summary:

supervises the day to day operations of the concierge department. She/he ensures that all standards of professionalism and protocol established are being practiced by all concierge staff. There should be continuous communication between them and the Chief Concierge to ensure that a consistent delivery of service is being delivered to guests. Perform various administrative tasks as assigned by the Chief Concierge

Supervisorial responsibility

Performs various Human Resources responsibilities for the concierge department including the preparation of work schedules to maximize the effectiveness of the department.

Informs the Chief Concierge of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.

Lead and supervise the Concierge and Valet/Driver team to ensure they offer the best service, knowledge and assistance to guests

Takes charge of the Concierge and Valet/Driver Team during absence of Chief Concierge

Notifies Manager and/or Security of all unusual events, circumstances, missing items, or alleged thefts. Responds to emergency situations as necessary and as directed.

Concierge Supervisor Duties and Responsibilities:

Ensure and provide flawless, upscale, professional and high class guest service experiences.

Analyze customer feedback and provide strategic direction to continuously improve overall rating.

Respond to guests needs and anticipate their unstated ones.

Expect and react promptly to guests’ requirements and queries.

Actively listen and resolve guests’ complaints.

Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery.

Oversee and coordinate all arrivals and departures of special guests.

Responsible for obtaining tour information regarding places of interests and other similar spots intended for tourists.

Provide monthly entertainment and activity information at Concierge Counter for guests and colleagues.

Maintain logbooks for recording of the daily operations of the Concierge, Transportation and Bell Service. Ensure all activities are properly logged down with clear record.

Maintain clear, proper and accurate records of all luggage’s kept at concierge storeroom.

Accomplish all monthly reports as required.

Monitor Transportation Services to finish all assignments given by management, and to keep proper records of all transportation activities.

Negotiate best rates for hotel guests and maximize revenue for the hotel.

Bear management responsibility for the processes in the Hotel front driveway. Specialist instruction and control of all employees subject to his supervision and their work, design of work schedules and calculating working hours, assistance in drawing up the holiday schedule.

Direct, coach and manage concierge team to ensure all standards and operating procedures are adhered to

Appraise team’s performance and produce reports

Examine activities logbook, assign tasks appropriately and implement control schedule daily

at this position you will be a role model, sharing your expertise and continually inspiring the front office team.

Jordan (Pre-Opening) Jun ’09 to Jun’13 associated with Moevenpick Tala Bay Spa & Resort as Concierge Supervisor

Highlights

-Maintained cordial relations with Shift Guest Service Representatives as well as of front desk procedures at all times

-Ensured all shift checklists are completed prior to departure of Guest Service Representatives.

-Handled the gamut of activities encompassing:

-Processing all payments according to established hotel requirements.

-Providing information to any guest or visitor inquiry.

-Understanding guest inquiries and provide responses, to promote positive relations with all individuals who

-Approach the front desk by telephone or in person.

-Handled work well under pressure of 50 arrivals/departures within any given-hour work shift.

-Handled the gamut of on-going efficient operation of Concierge department: Concierge Desk, Bell Service, Doorman,

drivers and Airport Representatives Transportations

-Maintained, updated and reconciled the inventory of desk supplies, resident amenities, and cash sales are accurate

-Attended and participated in scheduled Supervisor/Lead Concierge meetings in Boston,

-cover and/or arrange for coverage of open shifts as necessary

Jordan - Jun’07 to Jun’09 associated with Moevenpick Petra as Concierge

Main Responsibilities

-Make dining and other reservations for patrons, and obtain tickets for events.

-Provide information about local features such as shopping, dining, nightlife, and recreational destinations. -Make travel

arrangements for sightseeing and other tours.

-Receive, store, and deliver luggage and mail.

-Perform office duties on a temporary basis when needed. Pick up and deliver items, or run errands for guests.

-Envelops a strong knowledge of the hotel's facilities and services and of the surrounding community. Provides guests with

information about attractions, facilities, services, and activities in or outside the property.

-Makes guest reservations for air or other forms of transportation when requested. Obtains necessary itinerary tickets.

-Makes guest reservations for the theatre and other forms of entertainment when requested. Obtains necessary tickets and

provides directions to facilities.

-Organizes special functions as directed by management. Arranges secretarial and other office services.

-Coordinates guest requests for special services or equipment with the appropriate department. -Contacts roomed guests

periodically to ascertain any special needs.

-Handles guest complaints and solve problem to the degree possible.

PERSONAL SNIPPETS

Date of birth 4th November 1984

Nationality Jordanian

Current Address: Bahrain, Muharraq

Permanent Address: Jordan- Az Zarqa

Contact Numbers: +973-********

Marital Status: Married

Languages Known: Arabic – English

Driving license: United Arab Emirates & Jordan & Bahrain

Les Clefs d’Or Active Member Affiliated to UAE.

Executive Committee at Bahrain Hotels Concierge Group as Media & Public Relations

Intern in a series of international hotels (Intercontinental / Four Seasons / Hyatt Amman) in 2000-2001.

Perfected dealing with Microsoft Office high professionalism and skills programs / OnQ / Opera 5 / Opera 4.

Taskforce

(Double Tree Aqaba 2 weeks)

Contact this candidate