Front Office Manager
Resume:
Amine Aboullail
Front Office Manager
adx383@r.postjobfree.com
https://www.linkedin.com/in/amine-aboullail-28a70b78/ Date of Birth: 09/06/1981
Nationality: Moroccan
Summary
Dedicated Assistant Front Office Manager offering more than 13 years in the hospitality industry as well as in-depth knowledge of hotel front office operations. Consistently delivers first-rate service and fosters positive relationships with guests to promote customer satisfaction and loyalty. Anticipating needs as much as possible to minimize guest complaints and inconveniences. Admirable experience training front office staff.
Skills Highlights
Active listening - Communication - Customer service - Interpersonal skills - Leadership - Management skills - Problem-solving - Time management - Transferable skills Education
June 2011 – University of Alberta – Edmonton, Canada Bachelor of Science, Marketing
Honors: cum laude (GPA: 3.4/4.0)
Professional Experience
HOTEL SOFITEL THALASSA SEA & SPA AGADIR – MOROCCO
Front Office Manager: 03/2023 (current position)
● Supervising Front desk, Concierge and Guest Relations Night Auditors Agents, and bell staff to ensure total guest satisfaction.
● Provide guidance and direction to all associates to ensure they are adhering to all hotel policies, standards, procedures and regulations.
● Assist the Department Heads in all areas to ensure smooth efficient operations. HOTEL LA MAMOUNIA MARRAKECH – MOROCCO
Assistant Front Office Manager: 07/2019 to 03/2023
● Assist the Front Office Manager performing the daily activities.
● Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence, hotel policies and procedures, coaching, training and correcting where needed.
● Ensure that employees are properly groomed and dressed.
● Acting as Manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may rise
● Make sure all guests receive prompt and personal recognition.
● Take care of the front desk operations including guest registration, room assignment and check-out procedures.
● Work closely with the Housekeeping department to improve guest services and foster cross-departmental communication.
HOTEL LA MAMOUNIA MARRAKECH – MOROCCO
Assistant Night Manager:02/2016 to 07/2019
● Act as manager on duty for the hotel, dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise.
● Manage the night shift in the hotel ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
● Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
● Complete all other duties as assigned by the Director of Front Office Manager and Financial Controller that relate to the overall operation of the Hotel overnight.
HOTEL LA MAMOUNIA MARRAKECH – MOROCCO
Guest Relations: 07/2009 to 02/2016
● Assist the Guest Relations Manager and supervise Guest Services sequences
● Ensure a warm and efficiency arrival and departure experience for all guests
● Compile and maintain the daily Handover report
● Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of colleagues.
● Welcome VIP guests, recognize and anticipate their individual needs.
● Perform aspects of human resources and training functions, including counseling, coaching, training, disciplinary actions.
● Handle all guest complaints and comments relating to the department tactfully.
● Help and assist the front desk when needed.
● Ensure customer satisfaction from arrival to departure in accordance to the Leading Hotels Quality Experiences (LQA)
WITEC COMPANYMOSCOW– RUSSIA
Sales Coordinator: 03/2007 to 04/2008
● Coordinating the sales team by managing schedules, filing important documents and communicating relevant information
● Ensuring the adequacy of sales-related equipment or material
● Responding to complaints from customers and give after-sales support when requested LANGUAGE SKILLS/CERTIFICATIONS
Languages:
● French - Fluent
● English - Fluent
● Arabic - Native
● Spanish - Proficient
● Russian - Intermediate
Certifications:
● Protocol for formal ceremonies – Otstela Tourism Management School Rabat, Morocco 2020
● Sales Techniques – Ecole Hôtelière Genève Casablanca, Morocco 2020
● Excellence in Hospitality – International Etiquette & Protocol Casablanca, Morocco 2019
● Management of Customer Complaints – Timlog Solutions Casablanca, Morocco 2019
● Excellence in service, The Luxury of The Human Dimension – Luxury Attitude Paris, France 2010
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