Customer Service Front Desk
Resume:
Georges El-Hachem
Assistant Front Office Manager in Charge
*******.********@*******.***
www.linkedin.com/in/georges-elhachem
Professional Profile
-GCC and International Hotels’ Experience.
-More than 10 years of experience in Sales & Hotels Operation.
-One year of successful experience in Pre-opening - Hotel management and planning.
-Highly motivated and accomplished hospitality professional, with extensive strategic operations expertise.
-Enthusiastic, energetic and passionate to achieve the highest standards.
-Multi lingual, highly adaptable and culturally aware
-Solid knowledge of Front Office, Night Audit and Accounting Procedures, Opera System, Electronic Hotel reservation System, invoices, voucher, cash management.
-Ability to Multi-task, & expert knowledge in Microsoft Programs, including outlook.
-Strong communication,Listening,and anticipation in all significant Incidents/accidents
Career History
January 2019 to Present, Assistant Front Office Manager in Charge
Hilton Beirut Habtoor Grand & Hilton Beirut Metropolitan Palace, Sin el Fil, Lebanon
-Lead department after Front Office Manager not replaced, since October 2021.
-Oversaw the hotel as cluster Duty Manager for one year and two months on a rotate schedule
-Oversaw the hotel as cluster Night Manager for one year and four months on a rotate schedule.
-Provide feedback on staff performance to manager or supervisor on duty
-Financial Performance ( up selling, Room Revenue, operation Auditing ) monthly, quarterly and yearly goals
-Act as Liaison between sales and front desk staff and F&B in order to ensure that all group events are executed perfectly.
-Assisted in the daily maintenance with HSK & Maintenance of room inventory status to achieve maximum revenue
-Coordinate activities with other hotel departments in order to increase levels of communication and guest satisfaction.
-Oversee All Departments for a 450 room’s property including 20 Royal Suites & 9 Penthouses, Cigar Lounge, Italian Restaurants, French Restaurants, and Jazz Bar, Spa, Swimming Pool, running an average of 65% occupancy throughout the year.
-Ensure clean & safe environment.
-Ensured that front office paperwork was completed quickly and efficiently to help operations run smoothly
-Create incentive programs to promote sales and customer service scores for the front desk team
-Understand Payroll and inventory Management, and maintain schedule
-Strong Leadership skills, and able to lead employees to achieve department’s vision and goals.
-Participated in the training, hiring, and documenting of all departmental staff and works with Human Resources to ensure their performance is effectively managed.
March 2018 to January 2019, Room Division:” Night Manager “
Lancaster 5stars Hotel– Eden Bay, Beirut, Lebanon
-Pre-Opening Hotel 5 stars Luxury Hotel & Resort
-Makes sure Front Office employees utilize yield management to maximize room revenue.
-Oversee all Department for a 195 rooms and 20 suites property including 5 outlets (Cigar lounge, 2 restaurants, Swimming Pool), running an average of 75 % occupancy throughout the year.
-Manager Standard Uniform for all employees and ensure compliance with company policy.
-Prepare summary report for the day’s operations and reported any suspicious activities and person to the Security Department
-Availability to work in shifts including weekends
-Report disciplinary problems to manager or supervisor on duty.
-Monitor and report on revenue and cash flow
-Perform nightly meeting to ensure all overnight staff are aware of the hotel business, safety and Health
-Experience with facilities maintenance & Security
-Showing Initiative, Problem Solving, Staff Training, Team Leading
-Handle guest complaints and assists in resolution
-Ability to communicate and delegate to others
-Strong Leadership skills, and customer service skills
-Good Decision maker and ability to analyses sales figures
-Perform any and all other tasks which are assigned by the management team
-Communicate with management regarding employees and customer service issues
-Communicate with the Directors to manage the daily room inventory to ensure revenues are maximized
March 2017 to March 2018, Room Division:” Night Manager & Duty Manager “
Carlton Al Moaibed 5 Stars Hotel, Khobar, Saudi Arabia
-Manage overnight hotel operations and night audit, and produce nightly reports as required
-Overseeing All Department for 150 rooms, 25 suites, 45 Annex property including three outlets (Mexican restaurants, Japanese Restaurants, Swimming Pool), running an average of 70 % occupancy throughout the year.
-Manage and monitor activities of Front Office staff and enforcing standards of excellence in customer service
-Present information in front of groups (Guidance Team, Departmental Line-ups, and Orientation) professionally, concisely and with enthusiasm
-Manage and monitor the activities of all employees during a night shift.
-Ensure that wake up calls are made promptly.
-Deal with various complaints, problems, disturbances, special requests and any other issues
-Communicate clearly at all levels both verbally and in written form.
-Maximize security by performing regular checks of fire exits and by ensuring that all areas of the hotel are secured
Previous Career Summary
-2015 – 2017 Carlton Al Moaibed Hotel – Al khobar,Saudi Arabia
Sales Executive
-2013 – 2015 Allianz SNA, Insurance - Jounieh, Lebanon
Insurance Consultant
-2012 – 2013 Al Tayyar Travel Group-, Lebanon
Assistant Product Development Manage
Certifications
Online Courses in:
-Advance your Skill As a Manager ( LinkedIn & PMI )
-Coaching Skills for Leaders & Manager ( LinkedIn & PMI )
-Developing Adaptability As a Manager ( LinkedIn )
-Igniting Emotional Engagement ( LinkedIn, Hilton )
-Managing Experts ( LinkedIn, Hilton )
-Coaching Employees through Difficult Situations ( LinkedIn & PMI )
-Dealing with Difficult People in Your Office ( LinkedIn & PMI )
-How to Manage Feeling Overwhelmed ( LinkedIn & PMI )
-Creating a Communication Strategy ( LinkedIn & PMI )
-Safety & Security Induction ( LinkedIn, Hilton )
-Anti-Corruption ( LinkedIn, Hilton )
-Preventing & Reacting to active attach Situation ( LinkedIn, Hilton )
-Preventing Human Trafficking Recognizing the Signs ( LinkedIn, Hilton )
-Secrets to a Successful Transition ( LinkedIn, Hilton )
-Completion & developing Adaptability as a Manager ( LinkedIn, Hilton )
-Completion & igniting Emotional Engagement ( LinkedIn, Hilton )
-Completion & Managing High Potentials ( LinkedIn, Hilton )
-Completion & Managing High Performers ( LinkedIn, Hilton )
-Managing High Performers ( LinkedIn )
-Managing High Potentials ( LinkedIn )
-Coaching New Hires ( LinkedIn )
-Coaching Employees through Difficult Situations ( LinkedIn & PMI )
Hilton Awards:"
-Award from The Highest Department from Hilton GCC & Middle East for being top producer and top employee June 2019.
Online Hilton University:"
- Introduction to Hilton Honors points & money rewards
-Pre-arrival & guest arrival
-Technology Inspection
-Guest Assistance Overview
-Brand service standards
-SALT ( Reporting Tool Overview Recorded )
-Privacy at Hilton Worldwide
-Property Technology Inspections
-Code of Conduct
-Bed Bug Training
-Make it Right, E-learning
-Complaint Handling
-SALT ( elearning Modules of all Users )
-Asserting Yourself in the Workplace
- Guest Departure & Executive Lounge
- Hilton Generic Brand Service Standards
- Telephone handling &Reservation
Certification in Pre-Opening (2018)
Certification in Night Manager – Saudi Arabia
Certification in Assistant Product development (Travel Agency)
Education
-Arts, Sciences & Technology University Lebanon (AUL) (2011–2013)
BBA – Marketing and Advertising
-Dekwaneh Technical Institute - Dekwaneh, Lebanon (2007-2011)
Higher Technical (T.S.) – Hotel Management
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