Guest relations officer Cum Front desk agent

IBTISSAM ABOUFARES

********-*********@*******.*** ● 009**-**-***-****

PROFESSIONAL

SUMMARY

Enthusiastic, energetic and fast learner with professional communication skills. Competent in keeping guest needs balanced with business targets. Highly organized with administrative and coordination skills. SKILLS Proficiency in Opera Property Management System (PMS)

Proficiency in Microsoft Office suite

Proficiency in Sales Force (Empower Guest Experience-GXP) Platform

Basics of MARSHA

Customer service

WORK HISTORY GUEST RELATIONS AGENT CUM FRONT DESK AGENT- MARRIOTT HOTEL AL FORSAN, ABU DHABI March 2019-Current

Coordinating arrivals and departures of VIPs

Checking guest into and out of the hotel

Upselling package upgrades to customers to boost revenue

Proactively responding to guests’ inquiries, complaints and concerns and follow up with guests to ensure guests satisfaction, liaising with long stay guests to ensure personalized service

Noting, analyzing and acting on all guests’ comments, positive and negative feedback

Monitoring Guest Satisfaction Survey (GSS) scores, investigation and follow up on Alerts (negative surveys)

Conducting Room inspections and coordinating any findings with necessary departments

Pre arrival communication and planning

Arranging amenities according to guest preferences

Promoting Marriott BonVoy loyalty program and mobile app usage

Departmental training champion (creating monthly training schedule, tracking departmental training hours)

TELEMARKETER - MOCALL (MOROCCO, CASABLANCA)

April-October 2016

EDUCATION CENTRE D'ENSEIGNEMENT DES SCIENCES APPLIQUÉES /2018 Web development.

IBNOU MANDOUR HIGH SCHOOL/2015

High school diploma

CROSS TRAININGS Front Desk Agent Training

Sales and Marketing Training

LANGUAGES Arabic, English, French

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