Front Office Service
Resume:
Moataz Ibrahim
* ****** ******, ********* *****, Giza
010******** ******************@*****.***
PROFILE
I am a punctual and motivated individual who is able to work in a busy environment and produce high standards of work. I am an excellent team worker and am able to take instructions from all levels and build up good working relationships with all colleagues. I am flexible, reliable and possess excellent time keeping skills. I am skilled in dealing with problems in a resourceful manner. I am always enthusiastic to learn and undertake new challenges.
EXPERIENCE
Cluster Reservation Agent Dubai, UAE
Sofitel Jumeirah beach hotel Jan, 2019 – Jan 2020
Revenue Department
Consistently offer professional, friendly and engaging service
Build rapport and establish brand loyalty through reservations process
Answer telephone and email inquiries in a timely manner
Determine Guest’s needs and quote the appropriate room and rate as per requirements
Assist Guests regarding hotel facilities in an informative and helpful way
Respond to enquiries about hotel products and services over the telephone and email, etc
Book reservation with accurate information to ensure we exceed Guest’s expectations
Book and enter room reservation requests using the Property Management System
Update and check reservations ensuring a flawless check in and checkout process
Ensure knowledge of all facilities of different JA properties in UAE, services and hours of operation in order to respond confidently and effectively to inquiries
Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned
Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities
Liaise with Sales and other departments as required
Arrange accommodation, visas and activity requirements for leisure, corporate and wholesale Guests
Understand Revenue Management strategies, sell levels and sell directed rates and is able to apply these methods to offer as per available Hotel inventory
Cooperate, coordinate and communicate with all other departments to ensure highest level of Guest service is maintained and the maximum profit is generated
Adhere to and promote all Company Health & Safety policies and procedures to ensure a safe work environment
Promote and practice JA Hotels and Resorts values of teamwork, mutual respect, integrity and empowerment among all co-workers
Drive Rate and RevPar through selling the right room to the right Guest
Be able to cross sell different JA properties and increase cross sell conversion
Guest Service Centre Supervisor Doha, Qatar
Shangri-La Hotel Doha, Feb, 2015 – Nov 2018
Pre-opening team - Front office Department
Manage a team of service center.
Manage by walking around. Be visible to answer questions.
Take calls that agents can't handle and be available when an agent appears to need assistance.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback
Being available to affect the entirety of the team's operations differentiates a supervisor from senior management. To effectively build call center culture
Review the past week's events, including statistics, results and industry news.
Disseminate new product information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Introduce new staff members.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
Provide agents with a glimpse of future weeks
Work with management on refining and scheduling appropriate training sessions.
Develop training documents that support call center operations.
Create residual training pieces to foster growth.
Guest service Agent Dubai, United Arab of Emirates
Bab Al Shams Desert Resort & Spa Oct, 2013 – Oct, 2014
Front Office Department
Check guests in and out in a timely and courteous manner.
Ensure reservations are taken correctly and courteously.
Available at all times to deal with guest complaints and problems.
Greeted, registered, and assigned rooms to guests.
Verified customers' credit, and established how the customer will pay for the accommodation.
Kept records of room availability and guests' accounts, manually or using computers.
Computed bills, collected payments, and made change for guests.
Performed simple bookkeeping activities, such as balancing cash accounts.
Issued room keys and escorted instructions to bellhops.
Reviewed accounts and charges with guests during the checkout process.
Posted charges, such as those for rooms, food, liquor, or telephone calls,
To ledgers manually, by using computers.
Transmitted and received messages, using telephones or telephone switchboards
Guest service Agent Cairo, Egypt
Hilton Pyramids Golf Resort Jan, 2013 – Sep, 2013
Front Office Department
Check guests in and out in a timely and courteous manner.
Ensure reservations are taken correctly and courteously.
Available at all times to deal with guest complaints and problems.
Greeted, registered, and assigned rooms to guests.
Verified customers' credit, and established how the customer will pay for the accommodation.
Kept records of room availability and guests' accounts, manually or using computers.
Computed bills, collected payments, and made change for guests.
Performed simple bookkeeping activities, such as balancing cash accounts.
Issued room keys and escorted instructions to bellhops.
Reviewed accounts and charges with guests during the checkout process.
Posted charges, such as those for rooms, food, liquor, or telephone calls,
To ledgers manually, by using computers.
Transmitted and received messages, using telephones or telephone switchboards
Management Trainee Food & Beverage Florida, United States of America
South Seas Island Resort Nov, 2011 – Nov, 2012
Food & Beverage Department
Greeted and escorted guests to table provided a warm and friendly welcome.
Assist guests in order selection by promoting specific menu items and specials.
Ensued customer service by remaining accessible and friendly.
Anticipated, identified and fulfilled guests’ needs.
Respond to inquiries regarding meal preparation and service.
Ensure high guest check averages by suggesting and selling additional food and beverage items.
Continually visited guest tables to promote inviting and attentive service.
Regularly follow-up with guest tables and promptly fulfilled additional requests.
Collect payments and balance transactions with receipts.
Frequently assisted colleagues to foster and promote teamwork while providing exceptional service and guest dining experience.
Conducted side work and restocking supplies.
Provided dining service for this exclusive 500 -cover restaurant. Responsibilities included overseeing reservations, assisting in menu development, training staff, and serving as the restaurant's representative to the public.
Described menu items, daily specials in detail and provided recommendations when requested. Handle cash, bus tables, and input orders. Ensured all guest expectations
Waiter Cairo, Egypt
Cairo Marriott Hotel & Omar Al Kayyam Casino Dec, 2009 – Nov, 2011
Food & Beverage Department
Ensued customer service by remaining accessible and friendly.
Anticipated, identified and fulfilled guests’ needs.
Respond to inquiries regarding meal preparation and service.
Ensure high guest check averages by suggesting and selling additional food and beverage items.
Continually visited guest tables to promote inviting and attentive service.
Regularly follow-up with guest tables and promptly fulfilled additional requests.
Collect payments and balance transactions with receipts.
Frequently assisted colleagues to foster and promote teamwork while providing exceptional service and guest dining experience.
EDUCATION
The Higher institute Of Cooperative & Managerial studies Cairo, Egypt
Bachelor Degree of Business Management Sep, 2003 – Jun, 2009
American Hospitality Academy Florida, United States Of America
Hotel Management Certificate Food& Beverage Nov, 2011 – Nov, 2012
PERSONAL DETAILS
Date of Birth: July 2nd 1986 Place of birth: Cairo, Egypt
Marital status: Single Nationality: Egyptian
Additional Skills, Experience & Awards
oOpera PMS, MS Micros, infrasys system, FCS E-Connect
oCulture Exchange program USA
oLevel 2 Service – The Essential
oMake It Right (provide 9/10 level service to every guest in my care)
oDepartmental Trainer
oEmerging Leader Program certificate
oTrainer Skills 1
oCertified first aider
oCertified fire warden
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