Front Office Customer Service

Professional

Objective

Giving my career an

early start through

which I can apply what I

have learnt, developing

my personal abilities

and skills in a serious

field were they could be

tested and furnished.

Objective

My main objective is, to

work in a large,

reputable company in a

suitable position, which

meets my qualifications

in Customer Service and

Hotels Management

Time

Management

Ability to work under

pressure and

required deadlines

Personality

Energetic,

Enthusiastic, Self-

Motivated and Strong

Interpersonal Skills

Mohamed Zanaty

+974-******** ***************@*****.*** DOHA, QATAR PROFESSIONAL EXPERIENCE

Hilton Doha West Bay

Period: July. 2018 until now

Job Title: Assistant Reservation Manager.

Gather and analyses statistics, yield information and all other relevant information in order to identify potential new business, markets and trends, and to minimize risk

Prepare a three-month market segment outlook and maintain on a daily basis by monitoring actual results versus forecast for plan achievement Complete and analyses month-end reports

Outline risks and opportunities relative to meeting rooms versus Guest room availability to present at weekly meetings

Record and analyses all refused, lost, cancelled and waitlisted business for both Guest rooms and Conference & Banquet (C&B) meeting space Ensure effective information gathering and analysis is conducted in order to identify and maximize on all possible opportunities and minimize any risks Ensure Team Members have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties Manage staff performance in compliance with company policies and procedures

Manage and lead the Team through day-to-day operations, as well as strategically guide the Revenue department to achieve Team and organizational goals

Ensure yield exemptions are investigated and analyzed and new business opportunities are identified

To maximize rooms revenue given a RevPAR perspective To maximize hotel revenue through the implementation of individual & group inventory

Management and pricing strategies.

Successfully produce the most efficient business mix whilst maximizing average rate

To manage inventory through proper management of CRS, Internet point of sale, PMS and all

other distribution channels

Work alongside the DOS

Wiseman Grand Pre opening

Period: Dec. 2017 until July 2018

Job Title: Reservation Manager.

Gather and analyses statistics, yield information and all other relevant information in order to identify potential new business, markets and trends, and to minimize risk Prepare a three-month market segment outlook and maintain on a daily basis by monitoring actual results versus forecast for plan achievement Complete and analyses month-end reports

Outline risks and opportunities relative to meeting rooms versus Guest room availability to present at weekly meetings

Record and analyses all refused, lost, cancelled and waitlisted business for both Guest rooms and Conference & Banquet (C&B) meeting space

Ensure effective information gathering and analysis is conducted in order to identify and maximize on all possible opportunities and minimize any risks Ensure Team Members have current knowledge for all relevant processes, policies and promotions, as necessary, to perform their duties

Manage staff performance in compliance with company policies and procedures Manage and lead the Team through day-to-day operations, as well as strategically guide the Revenue department to achieve Team and organizational goals Ensure yield exemptions are investigated and analyzed and new business opportunities are identified

To maximize rooms revenue given a RevPAR perspective To maximize hotel revenue through the implementation of individual & group inventory Management and pricing strategies.

Successfully produce the most efficient business mix whilst maximizing average rate To manage inventory through proper management of CRS, Internet point of sale, PMS and all other distribution channels

Work alongside the DOS

Grand Regal hotel Doha

Period : July. 2016 until Dec 2017

Job Title: Reservation Manager.

Coordinate with sales and reservation team for all room bookings and provide training to all customer service coordinators and assist to resolve all issues. Assist meeting planner to analyze all room requirements and collaborate with sales and marketing team to ensure compliance to all revenue management guidelines. Manage all guest issues and ensure response to all queries and monitor flow of dining rooms and recommend ways to increase revenue.

Supervise efficient working of sales associates and provide training to resolve all issues and provide training to employees to maintain all everyday schedule. Collaborate with maintenance and operations department to resolve all guest issues and maintain inventory of all guest rooms.

Forecast all project requirements on everyday basis and ensure achievement of all hotel reservation objectives.

Manage and ensure resolution of all guest issues and provide training to all new employees for all policies and procedures.

Oversee reservation administration and provide update to reservation systems and process all requests and manage inventory of all processes and recommend ways to maximize revenue.

Maintain knowledge on all apartment locations and process time logs for all payroll. Collaborate with staff development and provide require feedback and assist to answer all incoming calls and manage all online inquiries

Governor West Bay Suites & Residence (Grand Heritage Group), Doha, Qatar 192 Rooms 5*

Period : Oct 2013 to Jun 2016

Job Title: Reservation Supervisor.

Sinbad Aqua Hotel in Hurghada, Egypt 1200 Rooms 4*

Period: 2012 Aug 2013

Job Title: Reservation Agent.

Sindbad Aqua Hotel in Hurghada, Egypt 1200 Rooms 4* Deluxe

Period: 2010 to July 2012

Job Title: Front Office Agent.(Training).

Hilton El Nour, Hurghada

Period: 2008 to 2010

Job Title: Call Center.(Training).

Responsibilities

Responsible for the overall care, hospitality and service given to Customers. Support the front office staff in their daily work. Monitors front office personnel to ensure guests receive prompt, cordial attention and personal recognition.

Ensure optimum occupancy and average room rate for the purpose of maximizing revenue. Promotes inter-hotel sales and in-house facilities and monitors front office marketing techniques.

Informs other operating departments, notably housekeeping and sales of the front office matters which concern them.

Identifies training needs, develops formal training plans and implements training sessions. Conducts comprehensive monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information. Participating in the preparation of the hotel’s strategic plan, marketing plane and goals program. Prepares the front office departmental budget Prepares and submits statistics, performance and forecast reports as necessary to facilitates annual budget and provide the management with marketing information. Checks billing instructions and guest credit for compliance with hotel credit policy. Analyses the rate variance report to ensure rooms’ revenue control. Make book-outs if necessary

Responsible front office and guest relation service position to use the best of my experience so as to maximize revenues and enhance guest satisfaction. Key role is achieving financial and service goals in the development of product and people. Skills

Highly energetic, enthusiastic and dependable individual who excels in challenging and competitive environments, motivated, efficient and detail oriented. Excellent planning

& Organization Skills

Ability to adapt to different environments

Positive oriented and self confidence

Team man/Team Leader

Cheerful and helpful with customers and colleagues Communication Skills

Efficient and friendly support to other Team Members within their own and other departments

Always co-operate with colleagues and the other head department. Participation in meetings and training courses

Optimal communication and co-operation with all other departments, in particular Reservation, F&B and Accounting.

Knowledge of products

Knowledge of the facilities of the hotel in general. The ability to give correct information to fellow Team Members and/or to guests regarding the hotel.

Knowledge of Hotel facilities, competitor hotels and current events in the hotel and surrounding area

Specification

High educated degree

Excellent spoken and written English.

Excellent computer skills, telephone equipment oriented Familiar with new hotels systems.

EDUCATION

Bachelor of Tourism and Hotels Management.

o University : Suez Canal University, Ismailia

Branch o Graduated year : 2012

o Section : Tour guidance

o Degree : Good

TRAINING

Revenue Management Course.

Fire Training.

Customer service & Team Work.

Body Language

Train skills trainers

Managing Time.

Up front selling.

Computer Skills

Section Degree

Windows 98 V. Good WinWord V. Good Excel V.

Good Internet V. Good

Systems

Fidelio 6.20(30), Opera Express, IDS.

(Reservations, Groups, Check in, check out, billing, Language Skills

Language Writing Speaking Reading

Arabic Native Native Native

English Excellent Excellent Excellent

Spanish Beginner Beginner Beginner

Russian Beginner Beginner Beginner

Strengths

Working under pressure.

Working more than 17 hours a day.

Keeping a focus on the Upselling budget & forecasts to be achieved. Always communicate with the other departments to avoid miscommunication and misunderstanding.

Employee of the month.

How to handle a problem.

PERSONAL DETAILS

Full Name : Mohamed Mahmoud Ali Zanaty

Date of Birth : March15th, 1991.

Place of birth : Mina El-kamh, Sharkea.

Military Status : Exempted

Marital Status : Single.

Permanent : Mina El-kamh, Sharkea Egypt.

Address

Mobile phone : +974-********

Home : +2-011********

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

HOBBIES

Classical Music

Reading

Swimming

Football

REFFERENCES

Mr Magdy Shoukry

Mrs Zeinab Hamoud

- General Manager Governor West Bay, Doha.

- Director Of Sales and Marketing Accor Group, Doha Mr Mahmoud Hegazy

MR. Mohamed Amin

Dr. Ali Ewas

- Commercial Director Hilton Doha

- Cluster Revenue Manager.RMCC.

- General Manager For Swiss-Bell Hotel

I hope the above information has been clarified enough to obtain your kind consideration.

- References are available upon request.

Mohamed Zanaty

Contact this candidate