Focused duty manager: I am successful in people management and customization emphasis, high energy manager successful in building and motivating dynamic team. Motivated administration. Professional skilled at building strong working relationships with fellow stuff, supervisors and community members. Public relation expert, initiative expert, initiative standards operation procedure to minimize people competencies as I always strive for learning organization model. Accomplished manager with extensive experience in front of the house and back of the house operations. Yet I am flexible in which staff members feel comfortable voicing questions and concerns, as well as, contributing new ideas that enhance the growth of organization.
Creative problem solver
Exceptional communication skills
Ms windows proficient
Strong client relations
Training development aptitude
Proficient in cash management
Cash flow management
Strategic sales knowledge
Credit card processing
Multi-line phone talent
POS system expert
Budgeting and finance
Duty manager (FOM in charge) / 07/12/2013 till present Souq Waqif Boutique hotels by Tivoli - Minor Group- Qatar
Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.
Assists in VIP’s arrival departure in absence of guest relation officers.
Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behavior.
Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.
Assists in sending guest messages or emails.
Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
Assists in handling room lock problems
Assists in handling room lock problems.
Skype ID : Bassem Chhaybi
Co-ordinates with all departments concerned in order to maintain Front Office functions properly.
Operates the front office computer system in order to assist front office attendants.
Checks group department, fit and ensure switchboard makes appropriate wake up calls.
Handles guest complaints and other related problems and reports on the Assistant Manager’s log book.
Assists reception, business centre, cashier, concierge and bell captain during they are busy.
Answers guests inquires, handles complaints and attend to the needs of the guests.
Approves and sign for allowances, rebates etc., as required by Front Office Cashier.
Authorizes charges to be made for late departures and/or compliments on them.
Motivates and maintains good staff relations.
Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
Follows up in credit check report, liaise with credit manager.
To responsible for front office operation during the absence of Front Office Manager (HO).
To discuss all matters that needed to follow up with the next shift Reception supervisor.
Approves the working schedule for the front office attendants and submits them to front office manager.
Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.
Assigns and Approves Duty roster for all Front desk staffs.
Profile champion, assisting the corporate office to clear and merge the duplicate / suspended profiles.
Department requisition request from the store.
Assisting front office team member to apply and approve their leaves, updating Oasis and shifts payroll. Front office Supervisor 12/2012 to 12/2013
Four Points By Sheraton Doha – Qatar
Investigated and resolved customer inquiries and complains in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements all the times.
Met all customer call guidelines including service levels, handle time and productivity.
Solve unresolved customer issues.
Promptly responded to inquiries and requests from prospective customers.
Assume ownership over team productivity and manage work flow to meet or exceed quality service goal.
Strong leader of customer support staff.
Facilitate inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Train staff on operating procedures and company services.
Provide accurate, specific and timely performance feedback for CSRs.
Identify individual development needs with appropriate training.
Follow through on all critical inter-departmental escalations to increase customer retention rates.
Faster an environmental which encouraged continual process improvement.
Update customer inquiries from start to finish in accurate and timely manner.
Develop highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintain up-to-date knowledge of product and service changes.
Manage work to exceed quality service goal.
Front office Agent
Movempick Resort and Marine Spa Sousse - Tunisia 2009 Sheraton Hotel - Tunisia 2010 - 2012
3 Years progressive experience working in reception and front desk capacities. Positive and polite with exceptional telephone etiquette. Demonstrated ability to greet guests with a smile, providing information and arranging reservations in timely manner. Adept at helping guests with luggage, valuable, ordering taxis and reserving tables. Organized with a special talent to communicate with guests clearly, timely and accurately. Develops and maintains cooperative working relationships with coworkers and supervisors. Quickly adapts to change and delivers the best results under the pressure of deadline.
Efficiently Checked guests in and which increased guest satisfaction level by 40%, took modified and cancelled guest reservations, increasing revenue by 4000 US per month. Identified discrepancies in office sup lies ordering. AREA OF EXPERTISE
Review Pro (customer service survey)
Requisitions and store requests system
Edox / Payroll
Minor Bytes / Staff Training
2008 - Mastery degree in English literature and civilization / Faculty of Human sciences Tunisia. CERTIFICATION
Global Safety Principles: Fire Safety and Prevention
First Aid: Basic
Guest Satisfaction Course
Problem Resolution Course
CONNECT NEW MANAGER ORIENTATION 4 (2017)
Reservations Online Academy
WRITING AN INDIVIDUAL DEVELOPMENT PLAN (IDP)
SKILLSOFT - Business Coaching: Getting Ready to Coach
SKILLSOFT - Essentials of Interviewing and Hiring: Preparing to Interview
SKILLSOFT - Leading Teams: Building Trust and Commitment
SKILLSOFT - Leading Teams: Launching a Successful Team
Interactive Online Learning Courses
The Code of Conduct for the Protection of Children from Sexual Exploitation in Travel and Tourism
ReviewPro for Starter
MINOR's Code of Conduct - 2019
MH WORKPLACE BEHAVIOR - A GLOBAL GUIDE 2019
Minor Training Bytes
Course 1: Data Protection & GDPR 2019