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Michael ghattas

Michael ghattas

Front Desk Agent

33 years old
Cairo Egypt
Employed Available
Contact me
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.
Resume created on DoYouBuzz
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Experiences
  • 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
  • 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.
Company website
http://www.ritzcarlton.com
  • 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.
  • 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
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Resume created on DoYouBuzz