Customer Service Experience
Resume:
FAOUZI ZIDI CIPD, PMP, CHS
Manager, Supervisor - Hospitality
Hospitality Events Customer Service VVIP Guests Facilities Protocols
“MAKES IT HAPPEN” supervisor and manager, high-energy in approach, setting the standards for exceptional customer and guest experiences.
Adding the leadership, management and planning skills which are foundations for world-class operations, services and properties.
20 Years’ experience in Hospitality – supervising operations, events, facilities and all associated teams, budgets and operations.
Bachelor’s degree in Tourism, Recreation, Entertainment
CAREER HISTORY
Hospitality Services Supervisor
Abu Dhabi Investment Authority (ADIA) – Hospitality Services Section
Abu Dhabi, UAE 2009 – June 2023
[ADIA is a sovereign wealth fund owned by the Emirate of Abu Dhabi. ADIA hosts global business leaders, state representatives and other VVIPs. See www.adia.ae for more.]
LEAD A TEAM OF 20+ IN PROVIDING efficient hospitality service operations, customer satisfaction, and adherence to world-class standards for the high-profile ADIA HQ. Play a lead role in creating strategy, plans and in managing the divisional budgets and contracts.
Service Operations Under Supervision: Main Reception, VIP Reception, VVIP Entrance Restaurant Coffee Shops Health Club Meeting Floors Auditorium, Banquet & Conference Rooms Managing Director’s Office
Special Contributions:
Clear, Effective Service & Operational Standards Faced a lack of formal and effective service processes. Built the standards, wrote service manuals from scratch – the division now has every aspect clearly detailed
Automation, Digitising Processes Automated, introduced a digital system for restaurant, meeting and conference room bookings. Transformed from a 28 steps manual system to just 5 steps.
Managing Renovations Manage key facility improvement, renovation projects, overseeing contractors, orchestrating activities.
Enhancing Customer Experience Created an enhanced customer experience by re-organising available space for food and beverage services. Introduced rotational coffee shops and restaurant services.
CAREER HISTORY: EARLIER POSITIONS
Operations Manager: Guest Entertainment
Magic Life – Tunisia, Turkey, Egypt & Bulgaria 2005 - 2008
[Magic Life is a hospitality company with multi-national operations.]
ORGANISED AND COORDINATED sports activities and general entertainment for guests. Coordinated activities with the hotel, supervised staff, defined and implemented service standards and took charge of guest complaints, resolving them rapidly.
Early Career:
Entertainment Officer Club Med (5-star) – Tunisia 2003 - 2004
EDUCATION
Courses and Training:
ISO 31000 Risk Management Specialist, 2020
ISO 9001:2015 QMS, 2020
CIPD Associate, 2019
Certified Hospitality Supervisor, 2017
Project Management Professional, 2017
Claritas – CFA Investment Certificate, 2016
International Protocol Manager, 2015
5 Star Customer Service, 2015
Essential Food Handling Training, 2011
TV Presentation, 2010
Bachelor Degree in Tourism Recreation and Entertainment
University of Tunis (Tunisia) 2003
[Confidential references and contact details available on request.]
Illinois, USA
Languages: English, Arabic, French, German
**********@*****.**
SPECIAL VALUE
Building
Creating strategy and plans, building teams, processes, operating procedures, standards to deliver 5-star services.
Driving
Driving achievement of targets and KPIs, organizing and motivating people – delivering effective, profitable operations.
Improving
Spearheading constant improvement in quality, speed, turnaround, capability and standards of service.
ADVANCED SKILLS
Management & Supervisory
Strategy and Planning
Operations Management
Project Management
Team Building and Management
Quality Management – ISO9001:2015
Agile Service Delivery
Customer Experience (CX)
Process Improvement
Food Safety, Health & Safety
Specialist Areas
Hospitality, Guest Services
Catering, Restaurants
VIP, VVIP Services & Protocols
Conference & Banqueting, Events
Wellness, Health Club Operations
Guest Entertainment
Facility Renovation Projects
RÉSUMÉ
2022 Statistics:
174 VIP visits, 531 Executive Visits
880 Total Meetings
10,574 Guests
Customer Satisfaction: 91.77% (+27% on 2021)
NPS Score: 89.89% - (+99% on 2021)
Endorsement:
“Faouzi is a trusted asset… a passionate service advocate…
he consistently achieves and exceeds targets”
-Performance
Review Extract
ENDORSEMENTS
“excellent… passion for his work”
“Faouzi has done an excellent job… he has demonstrated excellence in delivering services and showing passion for his work.”
-2022 Performance Review Extract
“a trusted asset… passionate”
“Faouzi continues to be a trusted asset… he has consistently been available and ready to deliver high quality work… he is a passionate service advocate… he has a positive mindset”
-2020 Performance Review Extract
PERFORMANCE RATINGS
2022 Ratings
Agile Service Delivery: Exceeded Target
Project Support: Achieved Target
CX Enhancement: Exceeded Target
2020 Ratings
CX Enhancement: Achieved Target
Service Excellence: Exceeded Target
Service QA: Exceeded Target
Events Support: Achieved Target
ISO9001:2015: Achieved Target
Risk Project: Achieved Target
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