Front Desk Manager
Resume:
Contact Details
***********@*****.***
Egyptian
UAE, KSA Driving license
Personal Details
Egyptian
25th April 1980
Career Objective
A bright Hospitality specialist, talented
and hardworking individual with a friendly
personality committed to ensuring
customer satisfaction and efficient,
budget-conscious enterprise. Helped to
open several hotels and served as an
integral part of every sector of operations
at major international chains. Fluent in
Arabic and English, with proficiency in
German. And the ability to work alone &
as part of a team.
Possessing excellent communication &
hospitality skills and a proven ability to
ensure that all customer expectations are
met during the bar and floor experience
and providing amazing hospitality to
guests.Customer-focused,highly
organized, always approachable.
Dynamic and hands-on experienced
Hotelier worked for a branded 5-star
hotel. Coming from a Rooms and sales
marketing background with a minimum of
10 years of exposure to the Rooms
division. Strong P&L and analytical skills
and ability to work under pressure with a
multi-skilled work model.
Education
Bachelor of Science in Hotels
Management Alexandria University –
Alexandria, Egypt
Tourism and Hotels Studies.
Master of Business Administration
INTERNATIONAL university of Monaco.
Introduction To Business Management
KING`s college London online curse.
Areas of Expertise
Front Office, Operations, Guest Relation
Sales & Marketing, Groups, Events
Opera PMS Full-Service Hotel
Fidelio/Micros Fidelio
Budget Management
DTCM Hotel System
Information System (CID)
Microsoft Office, Outlook
Budget Management
Performance Management
Managing Remote Employees
Running Company On boarding
New-Hire Training, Coaching skills
Path to Authentic Hospitality
Managing work of others
SIX SIGMA
Experience
HYATT PLACE BANIYAS SQUARE DUBAI, United Arab Emirates. Feb. 2019 – Nov. 2019 as Front Office Manager.
Liaise with Sales & Reservation; planning proper market mix to achieve maximum room usage & to ensure all details is recorded to minimize problems. Adhere to all credit and rebate policies to protect budget.
Implement departmental and personal goals to ensure efficient functioning across all divisions & maintain expected grooming standards. Evaluate/replenish inventory and maximize revenue using multi software and online booking websites plus internal purchasing software.
Attends to guests ’complaints & take appropriate action immediately, efficiently and courteously, Observe all confidentiality policies to ensure privacy of guests
Maintaining an atmosphere of tranquillity at the Front Desk, professional and courteous guest etiquette and front desk communications.
Ensure proper completion of all records required by local government authority i.e. departure and arrival guests are updated in the CID system.
Highlight unique selling points to guests Ensure that all in-house Guests updated of any changes in the hotel such as restaurant hours, location changes, maintenance work, etc.
Ensure that all employees have a complete understanding & adherence to policies and procedures of the organization.
Train, coach, and counsel employees through effective supervision and on-the- job training that all services provided at the Front Desk & all sections are always available and carried out most efficiently as per the standards.
Conduct employee performance appraisal, review & discuss the staff personal development plan and areas of improvement.
To carry out any other reasonable and lawful request directed by the Management
Key Accomplishments:
Achieved yearly goals on Key Performance Indicators such as 100% occupancy, guest satisfaction, and room quality.
Ushered shift from negative to positive comments on social media over two short months, through providing exceptional service, organized servicing of rooms, and increasing quality of food.
Maintained high level of service, while keeping costs 15-18% below budget.
Trained a team of nine new employees.
Developed working relationship with high-volume travel agent, maximizing profit opportunities.
Pre-opening task force in assisting with system installation, staff training, and hotel operation.
Additional Trainings
Service Culture 1 & 2 (Starwood Hotels).
Grooming Standard (Starwood Hotels).
Train The Trainee Work shop
Leadership Training (Starwood Hotels).
Management Course (Starwood Hotels).
Team building & motivation (Starwood )
Six Sigma modules 1,2,3,4 (Starwood).
Time Management
SPG Loyalty Program Commitment
Marketing Through Technology
Lanyon Sales & Marketing (Starwood ).
Global Sales Floating Rates Program
Global Sales Selling the Brand Service
Culture Training (Starwood Hotels).
Global Sales TMC & Consortium
Hyatt Career Management.
Hyatt Change Management.
Hyatt Selling Skills Driving Customer
Performance.
Hyatt Career Management,
Hyatt Change Management.
Leadership Training.
First Aid and Firefighting.
Qualifications
Ability of leading a team of associates in
order to achieve goals
communication and interpersonal skills,
Fast learning ability & flexibility.
Ability to prioritize.
problem-solving skills.
Ability to work under pressure.
Ability to focus on projects.
Passion for guest service.
Highly organized, results-oriented &
ability to be flexible and work well under
pressure
Have the ability to handle a multitude of
tasks and Guest requests.
Ability to work independently & as team
member & prioritize responsibilities.
Good Knowledge to use most of financial
online forms and Data entry Able to deal
with The New Jobs and Equipment’s and
learning fast.
Languages
Arabic: Mother Tongue
English: Fluent
German: Advance
GRAND EXCELSIOR DUBAI / RAINTREE HOTELS DUBAI, United Arab Emirates, January 2016 – February 2019. As Duty Manager / Front Desk Manager. Advanced through various roles, successively increasing in responsibility and accountability. Coordinated with operations team to ensure completion of shift tasks. Managed reservations using OPERA PMS. Optimized revenue using budget analysis and internal purchasing software. Responded to guest emails with Outlook. Maintained safety and security of guests and employees through enforcing compliance of all policies. Interacted with guests to encourage a welcoming, fun environment.
Key Accomplishments:
Optimized revenue in every department by developing guest incentives.
Ensured new employees were kept up to date on all policies and could confidently enact them.
Developed working relationship with high-volume travel agent, maximizing profit opportunities.
PALMS ROYAL HOTEL AND RESORT SOMA BAY / SHARM PLAZA HOTEL AND RESORT, Egypt, Oct. 2013 – Dec.2015As Assistant Front Office Manager. Ensured shift assignments were completed. Maintained safety and confidentiality of all guests. Assured welcoming atmosphere for guests. Key Accomplishments:
Achieved target budget and guest standards in 2013 and 2014.
Played instrumental role in hotel ranking number four out of 159 luxury hotels in the country on Trip Advisor.
HYATT REGENCY DUBAI. AS SALES MANAGER LEISURE. FROM 08 AUG. 2011 TILL 05 FEB 2012.
LE MERIDIAN JEDDAH SAUDI ARABIA AS SALES & MARKETING MANAGER LEISURE, JEDDAH SAUDI ARABIA FROM 03 JUNE 2010 TILL 16 MARCH 2011. LE MERIDIAN AL SONDOS SUITES AS SALES EXECUTIVE FROM 21 DEC. 2008 TILL 10 APRIL 2010
FOUR POINTS BY SHERATON (SHEIKH ZAYIED ROAD) PER-OPENING TEAM – Senior GUEST SERVICE AGENT FROM 03, D. 2007 TILL 20 DEC. 2008. SHERATON JUMEIRAH HOTEL Dubai FROM 29, DEC, 2005 TILL 28, APRIL 2007 AS GUEST SERVICE AGENT.
Promoted through various roles, serving in Wholesale, Business, International, and Leisure departments at four branches of corporate brand. Managed corporate and government accounts within United Arab Emirates. Developed new accounts. Assisted with opening of new hotel. Monitored and responded to guest feedback on social media. Operated front-desk services to ensure pleasant guest atmosphere.
Key Accomplishments:
Achieved annual sales target early four years in a row.
Maintained occupancy of 78% during financial crisis years, through outstanding guest service.
In 2006, won top Starwood Hotels staff in entire EUAE region for guest enrolment and feedback.
Additional experience as Guest Service Agent at Palma De Merit, Egypt
(Sunny days hotels) & Opening of Tropicana Grand Oasis Hotel & Resort, Egypt and Hilton Water Falls Egypt as Front office Shift Leader. Reference available on request
Kadry El Gendy
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