Front Office Customer Service

Azz Elarabe CHOUAI

PROFESSIONAL EXPERIENCE

Emirates Airline

Air Cabin Crew (Steward)

Dubai – Emirates / Sep 2018 – Present

- 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 the safety card etc., in the seat pockets is up to date and all meals, drinks and stock are on board.

- Welcoming passengers on board and directing them to their seats.

- Informing passengers of the aircraft safety procedures and ensuring that all hand 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 as per the company standards.

- Selling duty-free goods and advising passengers of any allowance restrictions in force at their destination.

- Reassuring passengers and ensuring that they follow safety procedures correctly in any case of 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 suspicious items on board.

- Completing paperwork, including writing a flight report. Holiday Inn Dubai

Front Office Agent/Supervisor

Dubai – Emirates / March 2016– Sep 2018

- Lead and supervise the team in all aspects of the department and ensure service standards are followed.

- Provide supervision to junior associates.

- Take part in setting up long term and medium-term objectives relating to front office, and assisting in defining policies, systems and procedures.

- Manage and supervise day-to-day front office operations and communicate all relevant and important matters to Front Office Manager.

- Coordinate with the concierge Team & the reservations department.

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

- Maintain good working relationship with all Front Office employees with particular emphasis.

EDUCATION

Esarc Studair

Rabat, Morocco 2014/ 2016

Cabin crew

Customer service

Hospitality

Ground operations

Business English

Hotel Management

University Ibn Tofail

Kenitra, Morocco 2014/ 2016

English Studies

Zghari High School

Kenitra, Morocco 2013/ 2014

Baccalaureate degree

(Science and Biology)

AFAK SCHOOL

Kenitra, Morocco 2011/ 2012

IT certificate (Microsoft Office,

OPERA, PhotoScape, and

illustrator 3D...)

SEMINAR ATTENDED

Emirates Computers

Dubai, Emirates 02/04/17

Hotels information system

training (CID System License)

Valpas Safety Services

Dubai, Emirates 18/12/2017

Certificate of disability

awareness training with the myth

of sign language.

AREA OF EXPERTISE

Customer service

Guest Relations

Hospitality

Ground operations

Guest Experience

Front Desk Management

Hotel Operations

- Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries.

Deal swiftly, efficiently and sensitively to guest complaints and follows through.

- Monitor the work schedule for the respective team.

- Proceed Check in/out as per the standard / fully competent in all reception and cashier duties.

- Ensure all incoming calls are answered in a professional manner and according to company policy.

- Deal with special requests from guests (Extend bookings, confirm, change and cancel reservations Etc.).

- Greet all the IHG Members as per their levels, provide VIP Amenities and prepare their welcome letters.

- Update the LPU on the Loyalty Connect / Debit credit.

- Maximize revenue by selling walk-ins, up selling, and booking reservations and providing rate information to make sales.

- Prepare High Balance / Credit Limit report and inform the guest to rectify the method of payment.

- Prepare the arrivals for the next day and take a Pre-auth from the CC. National Office of airports

Airport Customer Service Agent

Rabat, Morocco / August – October 2015

- Deal with passengers’ enquiries about flight departures and arrivals.

- Provide boarding passes and luggage labels.

- Inform passengers about luggage restrictions.

- Handle baggage and collect any excess weight charges.

- Care of people with special needs, and unaccompanied children.

- Calm and reassure nervous passengers.

International Student Forum

Presenter Casablanca, Morocco / May 2015

AINSI MAROC

Cashier Kenitra, Morocco / Jun - sept 2014

LANGUAGES

- Arabic - Mother language

- English - Expert

- French - Advanced

- Spanish - Elementary

PERSONAL ADVANTAGES

Consistently striving for

continuous improvement whilst

ensuring a high level of

professionalism.

Can work collaboratively and

communicate effectively with team

members at all levels.

Treating all hotel staff fairly with

consistently and without prejudice.

Possessing an enthusiastic

management style that keeps all

staff engaged.

Logical, passionate and

determined when approaching

problems.

SKILLS

A friendly and confident

personality & a smart appearance

– fast learner.

Good spoken and written

communication skills.

Ability to work well under

pressure in a fast-paced

environment

The ability to be polite but firm

when dealing with difficult,

impatient or upset people.

Highly responsible & reliable /

good organizational skills.

Good IT skills (Microsoft

Windows, OPERA, PhotoScape,

and illustrator 3D...).

The ability to follow safety and

security procedures and put them

into effect.

The ability to use office equipment

such as switchboards, fax machines

and photocopiers.

The Ability to work cohesively

with fellow colleagues as part of a

team.

PERSONAL INFORMATION

Date of birth: 31/01/1994

Nationality : Moroccan

Civil status : Single

Address : Manazel deira

emirates accommodation, al qusais 1

behinde fortune plaza Dubai,UAE

Phone : +971-**-***-****

Driving license: light vehicle (Inter...)

E-Mail : addvl8@r.postjobfree.com

Skype ID : azzelarabchouai

AVAILABILITY TO RELOCATE

Immediately

Contact this candidate