Confident, very ambitious and
motivated sales and customer
professional with 3 years experience
in hospitality with well respected
international brands.
Proven records of delivering %100
continuous results in shop calls
according to the brand standard.Great
team player in motivating the team,
listening to them, helping and training
every month or when needed.
Great comments from the guests in
how dealing with their requests with
special care according to their
needs,Continuous leads from GCC
countries and other countries
because of the exceptional service
they receive.
Assure to create work environment
where the needs of our customers
and us are met.
motivated sales and customer
professional with 3 years experience
in hospitality with well respected
international brands.
Proven records of delivering %100
continuous results in shop calls
according to the brand standard.Great
team player in motivating the team,
listening to them, helping and training
every month or when needed.
Great comments from the guests in
how dealing with their requests with
special care according to their
needs,Continuous leads from GCC
countries and other countries
because of the exceptional service
they receive.
Assure to create work environment
where the needs of our customers
and us are met.
Central Room Reservation Advisor
Emaar Hospitality Group
Since November 2016
- Efficient communication with all other departments, especially front desk,accounting and sales.
- Processes reservations by mail, telephone, email and online system
- Processes reservations from the sales office, other hotel departments, and travel Agents.
- Identify Sales opportunities through individuals,
- Convey customer feedback to assist the Revenue Management and Sales Teams in Pricing and sales strategies
Call Center / CID Agent
The Ritz-Carlton
Since October 2015
Full-time
Dubai
United Arab Emirates
- Providing advice, information and assistance to callers.
- Attempting to resolve all enquires on first contact with the caller.
- Making sure that all telephone calls are answered promptly.
- Dealing with a customer’s queries, requests, orders or complaints.
- Following up customers by calling them back.
- Research required information for callers using available resources.
- Involved in processing orders, forms and applications
- Accurately recording details of calls and issues on logging software.
- Having a professional and courteous manner at all times.
- Identifying and escalating priority issues or customer complaints.
- Sending emails to clients answering their enquiries.
AYS Agent ( At Your Service )
• JW Marriott hotel Mirage City ( Cairo )
March 2014
to August 2015
Cairo
Egypt
- Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation
- Attend to each call in a courteous and efficient manner, using correct telephone etiquette according to the Marriott International standards.
- Dispatch appropriate personnel to satisfy guest requests and resolve guest issues.
- Maintain a log of all guest requests as well as guest response.
- Log all guest requests or issues into computer, contact appropriate individual or department.
- Follow up with guest to ensure their request has been met to their satisfaction
- Assist guests with accessing the internet. Report accidents, injuries, and unsafe work conditions to manager.
Guest Relations Agent
• Fairmont hotels & resorts
December 2012
to January 2014
Cairo
Egypt
- Monitor cleanliness and repair of Lobby, Front Desk and Back Office areas.
• Ensure shift check list is completed per shift, with all tasks actioned and clear handover done to the next shift with sign off from shift in charge prior to completing the shift.
• Ensure prompt, efficient and courteous reception of guests according to LRA and the Welcome brand standards
• Record and administer arrivals and departures, ensuring information is updated accurately
• Full awareness of current daily status of Hotel as well as room inventory
• Thoroughly conversant with all room types, décor and outlook
• Effectively deal with guest problems and complaints immediately. Ensure these are then communicated to shift leader, and recorded via SGR, Opera and Logbook.
• Be aware of daily functions, events, VIP and group arriva
- 120 Hours of cross tarining exposure
- Opera PMS
- MARSHA Reservations System
- Extranet of the OTA
- Prepares expected arrival list for front office use
-
Communication (written and spoken) / Interpersonal skills. Gained through my participation in the
studentunion affairs and working experience in telemarketing and sales -
Team work skills. Gained through working with my colleagues in group projects, being a part of
thereservation and sales team. -
Innovative /Creative thinking. Developed a website to automate the voting process for students’ union
inuniversities. -
Ability to work under pressure/ meet deadlines/perform multiple tasks, dealing with tough and
angrycustomers and solves problems fast and outstandingly. -
Achieving tasks accurately and always do more. Being a part of the reservations/sales team requires you
tobe a very precise patient person. - The ability to research potential clients in detail
- Self-motivated and can act on own initiative
- Can quickly learn in a consultative and complex industry.
- Easy going and extrovert
- Adaptable and have a positive attitude towards change
- Excellent negotiation and problem resolving skills
