Front Office Service

Ashraf Mahmoud Ali AbdelRahman

Cairo,Egypt

002-****-**** 288

*********************@*****.***

CAREER OBJECTIVE

To pursue a challenging, responsible, dynamic and rewarding career as a Front of House Manager. I would like to apply my professional certification, expertise, skills and enthusiasm; which will assist and contribute effectively to the progress of the organization and the society as well.

CAREER SUMMARY

Over 15 years of experience in the Hospitality and Hotel Operations Administration industries. Strong record of Guest Service Management and Guest Policy Management. Demonstrated qualifications in operations planning and management, Staff Management, global travel networking, contracts and daily office management. Knowledgeable in the area of organizational hospitality strategy, operational design and administration within the international hotel organizations.

• Hotel Operations • Partners and Contracts Management

• Corporate and Business Hotel Strategy • Office and System Development

• Processes Planning and Process Control • Project Management

• Policy and Procedure Enforcement • Executive-Level Negotiations

• Corporate Staff Program • Guest Service

• Innovative Strategic Planning • HR & Revenue Management

EMPLOYMENT EXPERIENCE

Front Office Manager 2014 to Present

DAMAC Hotels & Resorts Dubai, the UAE

Responsible for the development of a service assurance strategy and program with visible metrics to promote

the highest level of consistent service to guests in alignment with property goals and objectives.

Oversee guest relations for all guest-impact departments in accordance with property service standards.

Measure, analyze and report guest service satisfaction performance metrics.

Provides insights on key service trends and gaps to the Operating Committee while transitioning ownership of service improvement processes to divisional leaders and Partners with operating divisions, regularly reviewing and analyzing data to generate action plans to address service deficiencies/goals in the area of process improvement, training and employee performance management.

Collaborates with divisional leaders in evaluating progress of specific service improvements as identified in

their action plans.

Defines policies, procedures and best practices to advance the quality of guest service practices & financial returns within the organization.

Taking corrective measures and actions to ensure highest results possible.

To establish and monitor cost and expense control systems and procedures to achieve budgeted operating results.

Lead Front Office with a plan of enhancing their capabilities and their business understanding within the company mission and vision.

Effectively interpret property financial plan including revenue, payroll, cost and expenses including the yearly operation budget within the company business plan

Assistant Guest Service Manager 2013 to 2014

Mina A Salam, Madinat Jumeirah, Dubai, the UAE

Participated the budget related to the Concierge function ensuring that adequate provision is made for all activities, monitored and controlled expenditure against approved budget and reconciled budget variances.

Developed and ensured the implementation of the Material/Limousine services policies, processes, templates, procedures and formats in order to improve the quality of concierge services ‘best practices’.

Accountable for the exceptional delivery of the full range of premium services promised to all customers eligible for and Concierge services.

Led the delivery of the Concierge functions system-wide, ensuring they provide a service that is uniform and consistent with the service standards and product specifications.

Worked closely with IFA HR-ME Marketing, ensure the delivery of Concierge services is aligned with IFA RS objectives and ensured consistency with all customers.

Ensured that all relevant information and resources such as phone lists, hours of operation, way finding directions, family resources, etc. are routinely updated and available at all concierge points for utilization and efficient dissemination.

Confirmed accurate records are kept including client database files, logbooks, overnight reports, car inspection forms, monitoring information etc.

Was aware of and work within Health & Safety legislation.

Guest Service Team Leader 2011 to 2013

Atlantis, Dubai, the UAE

Developed a strong knowledge of the hotel's facilities and services and of the surrounding community.

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

Made guest reservations for air or other forms of transportation when requested. Obtained necessary itinerary tickets.

Made guest reservations for the theatre and other forms of entertainment when requested. Get necessary tickets and provided directions to facilities.

Organized special functions as directed by management.

Arranged secretarial and other office services.

Coordinated guest requests for special services or equipment with the appropriate department.

Contacted roomed guests periodically to ascertain any special needs.

EDUCATION

Bachelors, Commerce and Business Administration

Helwan University, Egypt

Professional course in Skills for Success

TRAINING

Customer Service, Oxford University Press, the UK

Five Star Guest Service full training course Jumeirah UAE

Commerce and Marketing Course (DTCM). the UAE

Jumeirah Training Programs (Creating Memorable Experience, up selling Techniques).

Advanced Opera PMS Trainings course.

Risk Management Training DAMAC, UAE

COMPUTER SKILLS

• Windows™: (7™, Vista™, XP™)

• Microsoft Office™: (Word™, Excel™ PowerPoint™ Project™)

• Adobe™

• Internet Navigation and E-mail

LANGUAGES

• English (Fluent)

• Arabic (Native)

• French (Good)

PERSONAL INFORMATION

• Date of Birth: 23.06.1979

• Marital Status: Single

• Nationality: Egyptian

PROFESSIONAL REFERENCES

Available upon request.

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