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Front Office Manager

Doha, Qatar
500 KWD
February 22, 2020

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Mahdi Ben Mahmoud


Umm Guwailina Al Aman street,Doha,Qatar




** *** ***


Date of Birth:

06th May 1990



Marital Status:


Language Skills:

Fluent English, Fluent French, Fluent Arabic

Skype ID:


Personal Profile

A confident, reliable and enthusiastic individual, with previous customer service experience. I enjoy helping clients, customers and individuals, and solving any problems that they may have. I am a great communicator, over the phone, face to face and via email. I strive to work well under pressure and love to keep myself, and my workflow organized. As an experienced customer service, I take an enthusiastic approach, combined with a friendly, genuine dedication to customer satisfaction.


2008-2009: Bachelor economics management, Independent high school

2010-2011: IT Technician, Khwarizmi Institution

2011-2014: IT Technician and management, Ministry of defense

Key Skills


•Ability to Work Under Pressure

•Decision Making

•Time Management


•Conflict Resolution

•Leadership / Responsible





•Computer and Internet Skills


•Quick Learner


Arabic : Native

French: Advanced

English: Advanced

Career History

Bell Captain

Grand Hyatt Doha Hotel & Villas (5 star)

August 2019 – Present day

Reporting to Asst. Front Office Manager

A 5-Star luxury hotel in Doha, Located on the shoreline of West Bay Lagoon, with colorful gardens, a private 400m beach, stunning views and modern amenities that make you experience true Arabic hospitality in Doha. Whether you are travelling on business or looking for a staycation in Doha.


-Manage the bell staff by setting work schedules, assigning duties and supervising their day-to- day work.

-Supervise BELLHOPS engaged in duties, such as paging, running errands, and giving information.

-Call BELLHOPS to escort guests to rooms or perform related services.

-Furnished information, make reservations, and obtain tickets for guests to social and recreational events or for travel.

-Lead and supervise the bell desk in the timely and efficient transfer of luggage to rom the guest’s room.

Cruise staff

MSC Lirica cruise ship

November 2018 – March 2019

Reporting to Asst. Cruise staff director

MSC Lirica is a Lirica Class cruise ship, owned and operated by MSC Cruises. She was the first new build cruise ship to enter service for MSC Cruises. She can accommodate 1,560 passengers in 780 cabins. Her crew complement is approximately 732; with half of them being Italian and the rest from developing countries in the Far East.


-Carry guest’s baggage and show them to their cabins.

-Explaining or demonstrating how various amenities are used, such as TVs, shower units and call bells.

-Help guests to carry their bags and escorts them to the disembarkation point.

-Stand by when the ship is in port to welcome returning passengers to the ship and carry any parcels for them.

-Performing room service duty and cleaning the reception area and other back offices.

-Help to provide security and explain various room features and directions.


Smooth in/out of guests luggage.

Enhance guest experience at the sea.

High level of standard.

Reason for leaving: Health deterioration

Concierge Supervisor

Anantara Al Jabal Al Akhdar Resort (5 stars) – Pre-opening

October 2016 – October 2018

Reporting to Front Office Manager

A 5-star resort on the east of Oman. One of the world`s highest luxury resorts, with 82 canyon view rooms and 33 private pool villas, including Oman`s most luxurious three bedroom pool villa. Canyon view platform where Princess Diana once stood.


-Serve as a key point of contact for Guests and efficiently respond to Guest enquiries.

-Provide information, advice and booking services for a wide variety of Guest enquiries, including city


tours, theatre tickets, restaurants, doctors, flight bookings, among others.



-Process and deliver messages for Guests.



-Deliver and safely storage Guest luggage.

-Ensure orderliness and safety guidelines around the lobby and front door areas.

-Provide support to Management as required, in cases of emergency.

-Project a professional manner with an emphasis on hospitality and Guest service.

-Maintain a clean, healthy, and safety working area.

-Act in accordance with policies and procedures when working with front of house equipment and property management systems.


Refurbishment of lobby areas and bell desk.

Increase the NPS score from 83% in 2016/2018 to 94%.

Implementation of new transportation ideas.

Increase of good feedback of welcoming guest.

Implementation of new transportation standards

Increased the transportation revenue 2018

Managing 15+ staff

Reason for leaving: Got an opportunity to join a very luxury and reputed cruise ship, one of the best cruise company in the world (MSC Cruises Company)

Guest Service Agent

Mövenpick Hotel West Bay Doha (5 star)

July 2015 - October 2016

Reporting to Duty Manager

A 5-star hotel Located in the throbbing heart of the Qatari capital, Mövenpick Hotel West Bay Doha is ideal for business and leisure travelers. Combining a modern, contemporary style with a touch of Swiss hospitality, guests will experience innovative designs and polished professional service.

347 rooms equipped with the latest technology, with breath taking views of the Arabian Gulf. The rooms themselves are well-appointed with everything you would expect from a five-star hotel.


-Answers incoming calls.

-Directs call to guest rooms, staff, or departments through the switchboard or PBX system.

-Places outgoing calls.

-Receives guest messages and deliver the same to the guest.

-Logs all wake-up call requests and performs wake-up call services.

-Provides information about hotel services to guests.

-Understand the telephone operator board or PBX switchboard operations.

-Assists in reporting telephone equipment or service complaints and problems.


Successfully achieved 100% of LQA test.

Increasing the CSQ by over answering 95% of upcoming calls.

Good feedback from guests.

Increased guest satisfaction

Reason for leaving: I was offered the opportunity to develop my career into a Concierge Supervisor role with Anantara Al Jabal Al Akhdar Resort.

Leisure Activities:

Football, swimming, personal fitness (gym member), dining out and socializing, computers, travel.


Mövenpick Hotel West Bay employment Certificate (Qatar).

Anantara Al Jabal Al Akhdar resort employment Certificate (Oman).

MSC Lirica cruise ship Certificate of service (Italy).

Certificate of completion STCW Basic training

Certificate of completion Security awareness training and seafarers with designated security duties

Certificate of completion of Crowd Management training (Passengers safety on ship)

Other documents:

- Tunisian Driver License

- Omanian Drive License


Mousa Samaan: Duty Manager – Movenpick Hotel West Bay Doha

Siva Bhaskar: Front Office Manager – -Anantara Al Jabal Al Akhdar

Fahd El Moussaoui: Asst. Front Office Manager – Grand Hyatt Hotel Doha


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