IBRAHIM ISMAIL

Mail: adnp7p@r.postjobfree.com

Address: *, ***** ***** **, ***** Corniche, Cairo, Egypt. Contact: +201*********

MANAGERIAL LEVEL – HOSPITALITY

Synopsis: Possesses more than 19 years of experience with Four Seasons Hotels and Resorts and proven success in delivering significant positive results by focusing on key elements of the role – Business Management & People Management. Exposed to working of multifarious areas of the front office in accordance with brand standards to accomplish superior guest service and product quality. Software skills include working on PMS – Property Management Systems. Can direct and coordinate the activities of the front desk, concierge, guest services, and telephone areas. Playing a key role in preparing the financial statement and budgets for front office department. My last occupation was Acting Front Office Manager from December 2018 till August 2019. KEY AREAS OF EXPERTISE

Identifying Operational Needs Operational Improvements Staff Scheduling of Front Office Increasing Employee Motivation Safety / Statutory Regulations Room Status Information Concierge Services Management Supply – Resources Management Creative and Innovative Thinker Enhancing Guest Relations Data Analysis and Performance Participative Management Style Enduring Customer Satisfaction Time Management Promote Company’s Culture / Vision Revenue / Finance Management Good Listener Conflict Resolution CAREER SUMMATION

Guest Service: Known to be exceptionally guest-oriented, friendly and able to think on feet, anticipating needs without being asked and providing thoughtful service and offering unique amenities and rewards. Empowers the team members by providing proper training and tools needed to boost the all-important guest experience and generate more customers. Hotel Image: Tracks record of overseeing the Front Office / Rooms Division operations by implementing and maintaining Hotel Standards enabling the Front Office and Concierge to deliver an unforgettable, caring experience to guests. Operational Management: Provides exceptional leadership, coaching and mentoring to a broad range of employees. Ensures Front Office and Concierge staff to deliver the world-best service and expertise. Concierge Management: Known for building and maintaining healthy relationships while interacting confidently with people of diverse levels and backgrounds resulting in increased business. Guaranteed customer satisfaction by ensuring top-notch customer services, listening to the voice of customers, resolving complaints and providing advice and recommendations based on customer needs.

Profit Management: In-depth understanding of the elements for effective management practice: Employees, Equipment, Inventory, and Budgets & Sales Opportunities. Success in coordinating these basic elements to accomplish the profit goals of the Hotel Property. Maximizes room revenue/occupancy by reviewing status daily. Analyzes rate variance, monitors credit report and maintains close observation of daily house count. Team Management: A proven team leader who has fostered a cohesive, creative and comfortable working environment, mediating any interpersonal issues within the team. Training & Development: Ability to manage and train Front Office and Concierge staff for their job roles and motivating them to offer guests outstanding services. Provides a high level of guidance to culturally diverse team members in understanding the guest cycle works starting from point of guest reservation to check-in, payment, and departure. Encourages team to be transparent, uphold standards and offer exceptional service at all times. WORK EXPERIENCE

ACTING FRONT OFFICE MANAGER – FOUR SEASONS HOTEL, DOHA - QATAR December 2018 – August 2019

Notable Features:-

- Efficiently administers all operations of Front Office related to the front desk, concierge services, and guest relations.

- Diligently monitors the records of room inventory for the facility and ensures an optimal level of customer satisfaction.

- Monitors all activities of the front office on an everyday basis and ensures compliance to all policies and procedures to achieve exceptional quality of services.

- Analyzes all guest complaints and ensures timely resolution.

- Responsible for dealing directly with the hotel's Elite and VIP guests, ensuring their preferences and requests are met with the highest standards.

CONCIERGE MANAGER – FOUR SEASONS HOTEL, DOHA - QATAR March 2016 – November 2018

Notable Features:-

- Key person to lead the concierge and airport operations, setting departmental objectives, work schedules, budgets, policies, and procedures.

- Notably increased the guests’ loyalty by implementing effective interactions and building / maintaining healthy relationships whilst interacting confidently with people of diverse levels and backgrounds resulting in increased business.

- Appreciated by senior management for providing prompt advice to customers and guests regarding the usage and benefits of the hotel`s services.

- Effectively and smoothly coordinated often complex requests and build positive relationships with guests, customers and hotel personnel.

- Maintained valuable relationship with a variety of vendors throughout the city, ensuring clients receives VIP treatment. HOUSEKEEPING MANAGEMENT TRAINING – FOUR SEASONS HOTEL, DOHA - QATAR October 2015 – March 2016

- Conducted a full training schedule in Housekeeping department, starting from room attendant, houseman, desk attendant, and room supervisor. The training module also included training to Manager Level. Duties included ensuring inspecting all V.I.P rooms, making sure amenities are well placed before guest arrival and ensuring comfortable stay throughout. It also included supervising room attendants’ performance and making sure all standards are followed.

HOTEL NIGHT MANAGER– FOUR SEASONS HOTEL, DOHA - QATAR January 2013 – September 2015

Notable Features:-

- Responsible of general hotel operations during Night shift, ensuring operation is running smoothly, and resolving any challenges related to hotel operation or guest concerns.

- Responded to guests’ queries and complaints in a positive manner during Night shift.

- Maintained and enforced service standards, policies and procedures as envisioned by management.

- Smoothly managed entire activities of front desk during night shift, planning for next day activities and coordinating arrivals, departures and billing requirements.

- Meticulously managed the System night Run, checked the night reports and selected and blocked rooms for arrival of guests as per preferences.

GUEST SERVICES MANAGEMENT TRAINING– FOUR SEASONS HOTEL, DOHA - QATAR August 2012 – December 2012

Notable Features:-

- Ensured at all times exemplary smoothness of main drive and main entrance of hotel.

- Ensured proper communication is set with all team members along with concierge, reception and limousine drivers. COMMUNICATION & BUSINESS CENTER MANAGER – FOUR SEASONS HOTEL, DOHA - QATAR June 2008 – July 2012

Notable Features:-

- Managed daily operation of Communication department {PBX} as well as Business Center

- Attended any technical issues related to phones, faxes and other equipment promptly.

- Ensured team answers queries well and applies telephone etiquette standards consistently.

- Ensured team is well trained and informed about general hotel information, selling techniques, hotel facilities, services, operations hours, special activities and any events. Started career with Four Seasons Hotels/ Resorts as Food & Beverage server with the pre-opening team at Four Seasons Hotel, Cairo at First residence, Egypt, in March 2000. Transferred to Rooms Division as Communication Agent {PBX agent} in January 2001. Promoted to Communication Supervisor at the same property in Egypt {January 2005 – June 2008}.

AREAS OF EXPOSURE ACROSS CAREER

Operational Management:

Works within company`s policies and procedures with strategic focus on facilitating personnel management, operational management and interdepartmental communication.

Holds periodic meetings with the Concierge and Front Office staff regarding how to improve the work ethics and to ensure that all team members are aware of their responsibilities and also guest`s rights and expectations.

Oversees operation of all aspects of Front Office computer systems, including software maintenance, report generating and analysis, and simple configuration changes.

Maintains an organized and comprehensive filing system with documentation of purchases, vouchers, schedules, forecasts, reports and tracking logs.

Guest Service:

Responsible leader and trainer to Concierge and Front Desk team ensuring they are supported and empowered to provide the highest quality of guest experience consistently.

Provides consistent, superior customer service when greeting and registering guests.

Manages guest satisfaction reviews through surveys, social media, and direct contact

Ensures all guests opportunities are followed up quickly, efficiently and courteously, and completed to satisfaction of the guests and that service obstacles are identified and resolved.

Handles various concierge activities and manages guests check in and check out procedures effectively and efficiently. Revenue Management:

Meets department revenue goals by delivering timely results, and holding staff accountable to deliver upsell opportunities for all of the Hotel’s products and services.

Assumes full responsibility for the P&L; ensures that costs are controlled through the operational departments and results are analyzed regularly to highlight problem areas and take appropriate actions accordingly. EDUCATION

Bachelor Degree in English Language & Literature, Cairo University - Faculty of Arts Cairo, Egypt, 1998 PROFESSIONAL TRAININGS, LANGUAGES

The Concierge Course, Stenden University, Doha, Qatar, December 2016

Communication & Team Work, Northumbria University UK in Qatar, June 2012

Certificate of Attendance of Les Clefs d'Or International Concierge, Qatar, September 2016

Life Support and First Aid Course, Doha, Qatar, July 2012

Cultural Indulgence Ambassadors Training Program, Qatar Museums authority, 2016

Languages: Arabic & English

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