CURRICULUM VITAE

AMR KASSEM

O B J E C T I V E :

To secure a position where my high qualifications in Customer Service, my existing skills in Communication, and Sales, and my ability to inquire new skills, can be used and where my qualities of a fast learner, a hard worker, and my ability to take on new challenges can be utilized by a progressive and innovative Company.

PERSONAL DATA:

Name: Amr Kassem

Date of Birth: 05/04/1985

Nationality: Egyptian

Cell phone: +2-012********

Email: adhba7@r.postjobfree.com

Military Service: Final Exempt.

EDUCATION ACHIEVEMENTS

Sep 2004 - Nov 2008

Bachelor degree of tourism & hotels

Faculty of Tourism & Hotels

Alexandria University

Egypt

Sep 2000 - Nov 2004

High Diploma in Hospitality Industry

High Institute of Tourist Studies and Hotel Industry WORK EXPERIENCE

Function

Name & Address of the

Company

Duration of work

Main Jobs &

Responsibilities

Senior VIP Operations, Customer Experience-Premium Operation VIP & Ministry Terminal.

Qatar Airways, Hamad International Airport – Doha-Qatar June 2014 – June 2020

• Provide leader ship to agents, seniors, other,to achieve consistently high quality services to customers incompliance with standard operating procedures my responsibilities includes:

• Display excellent motivational leadership, delegation and mentoring in- order to facilitate customer satisfaction.

• Provide customers with professional services and assistance. CURRICLUM VITAE

Function

Name & Address of the

Company

Main Jobs &

Responsibilities

Function:

• Display excellent motivational leader ship delegation and mentoring in- order to facilitate customer satisfaction.

• Handling customer complaints or any major incident, such as a security issue or customer’s being ill.

• Investigations and solving customer’s complaints.

• Keeping accurate records of discussions or correspondence with customers.

• Enforce work quality and safety standers.

• Arrange extra manpower as and when necessary to handle delays or extra flights.

• Motivate staff to achieve the company goals as safety and economically as possibly.

• Conduct shift briefings with team members to ensure that QR SOP’s are strictly adhered.

• Encourage team members and peers to come-up with bright ideas and generate service improvement feedback.

Guest Service Executive

Auris Plaza Hotel

Dubai United Arab Emirates

• Assist with scheduling and room assignments to ensure proper coverage.

• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out .their respective job duties.

• Handling all the inquiries individual & groups requests (bookings, Quotations) Responsible for all incoming and outgoing documents: contracted rates from hotels and suppliers.

• Handling incoming international and national calls, Handles hotel reservation inquiries, quotations, and bookings and follow up with the payment, Handling guest complaints and ensuring that customer satisfactions are met.

• Performs other tasks assigned by the General Manager (fixing appointments, conducting site inspections, meeting suppliers).

• Check in the arriving guest and Checks out the departing guest in professional manner, Coordinate room status updates with the Housekeeping department

(group check outs, late check outs, early check-ins and special requests).

• Keep my self-informed of product, service knowledge, hotel occupancy, and average room rate and meeting activities.

• Up-selling hotel services and facilities to guest Reading The E-mails in order to action the situations and sharing the update with our team, Handling the Cashier function and Checking out the Guest,Working with opera system with good experience.

Guest Service Agent

Name and Address of the

company

The Address Dubai Marina Hotel

Emaar Hospitality Group

Dubai, United Arab Emirates

Duration of work February 2011 – April 2013

Main Jobs and

Responsibilities:

• Daily reception operation including cashiering,

paymasters and room allocation

• Advanced knowledge in Opera-System

• Coordination of room status

• Up selling of hotel products including rooms and spa

• In-room check-in for VIP guests

• Complaints handling

• Room inspections

• Profound insight into the Residences operation

Function: CID Data Entry

Name and Address of the

company:

The Address Dubai Marina Hotel

Emaar Hospitality Group

Dubai, United Arab Emirates

Duration of work: September 2009 – January 2011

Main Jobs and

Responsibilities:

• Sending the Accepted Identification Documents

to the Police Site for each single guest staying in the hotel

• Making sure that the rooms in the police system matching with the rooms in opera system

• Checking the police system in daily basis in order to make sure that it is matching with opera system to avoid any fines for failures Other Abilities and knowledge

Computer Skills • Advanced Level in Windows 2000/XP/NT

• Developed skills in Microsoft Office Word, Excel, PowerPoint and Outlook

Languages • Arabic, native

• English, fluent in writing, reading and speaking

• Italian, basics

Other Abilities

• Work Under pressure

Trainings

• Great organisation skills

• Team work player

• Good communication skills

• Ability to anticipate Customers needs

• Willing to learn new challenges

• Cross Cultural Sensitivity and understanding

Complaints Handling

Telephone Standards

Customer Service Management

Aviation Security System

Business English

Security Management System

Driving Service Excellence

Contact this candidate