Front Office Desk

Islam Mahmoud Ahmed Bekheet

Bur Dubai, Al Mankhool, Dubai

Mobile & WhatsApp: 009**-**-*******/ 002*-****-** 7662

Email: **********@*****.***, ***********@*****.***

LinkedIn: https://www.linkedin.com/in/islam-bekheet-22925632/

Work Experience

Golden Sands Hotel 4* and Golden Sands 3, 5 & 10 Hotel Apartments

Director of Operations June 2019 till date

oPlan and monitor the day-to-day running of business to ensure smooth progress for 4* Golden Sands Hotel Sharjah & 3 Hotels Apartments in Bur Dubai.

oDirectly Handling the Front office, Housekeeping, Revenue, reservation, Food & Beverage.

oOversee customer processes and organize them to enhance customer satisfaction.

oSupervise operations team from different departments and provide constructive feedback.

oEvaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements.

oReview financial information and adjust operational budgets to promote profitability.

oBuild and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals

oWork closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment.

Rooms Division Manager 2014 till 2019

oHandling the full operation of the front office and housekeeping.

oImplementing and improving the work load and the guest satisfaction.

oWatching the departmental expenses and reduce cost.

oSupervise the FO & HK team member, advise & organize training needs.

oIn charge for the sales team from all aspect for 2 years, attending roadshow and exhibition WTM 2018.

Front Office Manager December 2013 till June 2014

oManage the front office team of 38 members with 616 rooms long and short term between 3 hotels.

oEnsuring the front office team provides a professional and friendly customer service to all guests.

oSet the SOP of the company for the Front Office and ensure its follow all the time.

oMonitor and maintain the hotel ranking in all web site and manage to increase it from 6.8 to 8.1 in booking.com

oSupervise Up sell program at the Front Office and work as part of the revenue team to try and maximize revenue for the hotel.

oMonitored the renovation works in the hotel Golden Sands 3 for 123 rooms.

oComplete the renovation work for Golden Sands 10 for 154 rooms.

Iberotel Miramar Al Aqah Beach Resort

Assistant Front Office Manager (September 2009 till 2013 )

oMake sure that the Standards are following all time by the front desk staff.

oSupervise team members in order to ensure smooth, prompt and polite service based on the hotel standard.

oBe aware of daily statues of the hotel function, events, VIP and group arrival.

oResponds quickly to guest complaints in a professional manner and appropriate action is taken with follow up to ensure guest satisfaction.

oAssists in the training and supervision of all Front Office employees; coaches and counsels employees regarding career and personal developments.

oAware of the Budget & Control the departmental expenses.

oConducts training class regarding safety, security, department procedures and service guidelines.

oMotivates staff within the department and establishes a productive working environment for hotel.

oCheck-in & checkout guests with professional stander procedures.

oProvides a professional image at all times through appearance and dress.

oWatch out & managing guest service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

oTo carry out any other duties as require.

oSet Departmental objectives, work schedules, budgets, policies and procedures

Handling Revenue & reservation (February 2012 till June 2013)

Maintain the hotel sealing strategy according to the demand of the hotel.

oBe aware be the surrounding area events in order to maintain the hotel business.

oBe thorough with the application of room reservations and group reservations procedure.

oKnow the required operation procedures of Opera and maintain an awareness of guest profile through system.

oPositively contribute to all the sales activities within the hotel and maximize sales opportunities.

oSupervise reservation team members in order to ensure smooth, prompt and polite service based on the hotel standard.

Front Office Supervisor (September 2007 till September 2009)

oTo ensure all standards of performance are carried out consistently throughout the Front Office Department.

oTo manage, develop and coach the Front Office team, ensuring appraisals and performance reviews are completed on time.

oBe aware of daily statues of the hotel function, events, VIP and group arrival.

oResponds quickly to guest complaints in a professional manner and appropriate action is taken with follow up to ensure guest satisfaction.

Hilton Al Ain U.A.E

Front Office Shift leader (June 2004 till September 2007)

oEnsure your shift team has an up to date knowledge of hotel products, services and pricing along with any special promotional offers.

o Supervise Front Desk operations during my shift to a consistently high standard.

oAdvise the team of any special events or VIP guests in the hotel day by day.

oMonitor the appearance, standards and performance of Team Members with an emphasis on training and team work.

oMaximize Sales revenues through up selling.

oDeal with all guest queries and all complaints promptly and efficiently.

oMaintain the professional appearance of the Front Desk with a focus on hospitality and guest service

oHandling guest complaint with professional way & effective manner.

Hilton Hurghada Resort

Front Office Receptionist (May 2002 till May 2004)

oCheck in & check out according to the Hilton Standard.

oMake reservation for individual, Tour Operator & groups.

oClosing City ledger with all corresponds required.

o Covering the night shift more than 6 months.

oMaximize the hotel revenues through up selling and Incentive program.

oHandling the reservation for 6 months.

Personal information

Nationality : Egyptian

Date of Birth : 8.10.1978

Marital Status : Married with 3 children

Education

B.C of Tourism & Hotels; Alexandra University, Faculty of Tourism & Hotels 2001.

Language Skills

Arabic Mother tongue

English Fluent

Italian Fare

Qualification & Skills

Opera System. (5.10)

Fidelio System 6.25(30).

Training the trainee course.

Computer Skills (Word, Excel, Power Point & Internet).

Ticketing Course (Gulf Air), Alexandria, Egypt.

Possess strong commercial awareness and Sales capabilities

Excellent leadership skills, inter-personal and communication skills

A passion for delivering exceptional levels of guest service

Thank you for considering my application

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