Ahmed Hamdi
Makkah,Saudi Arabia
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention. Versed in managing vendor and service provider relationships while maintaining meticulous records. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Guest Service and Hospitality Manager
Hilton Suites Makkah
Makkah, Mecca Region
04.2022 - Current
- Participated in interviewing and hiring of front office staff.
- Encouraged mutual trust, respect and cooperation among team members.
- Used up-selling techniques to promote hotel services and facilities for higher profit margins.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Reviewed front office log books and guest feedback forms to identify areas needing improvement.
- Accepted and recorded vouchers, travellers cheques and other forms of payment.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
- Generated reports and feedback for presentation to general manager.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Assessed VIP reservations, amenity orders and resumes for incoming house guests.
- Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
- Performed inspection of public areas and recommended improvements to appropriate departments.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Prepared revenue and occupancy forecasting to efficiently manage cash flow.
- Communicated room status information to housekeeping team for turnover.
- Promoted brand loyalty scheme to boost repeat bookings.
- Kept focused on critical components of operations to drive guest satisfaction.
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
- Reviewed monthly operations to assess compliance with budgets and determine necessary adjustments for future plans.
- Recommended financial solutions to corporate management based on detailed financial analysis.
- Offered professional, efficient point-of-sale service to minimise queuing time and maximise customer satisfaction.
- Ordered inventory to meet store demand.
- Recruited and managed senior staff with focus on delivering clear results.
Hilton Honors Manager
Hilton Suites makkah
Makkah, Mecca Region
07.2019 - 04.2022
- Resolved issues in timely and professional manner with knowledgeable and friendly service.
- Operated communications equipment.
- Supervised front desk operations to ensure that all guests received superior customer service from hotel employees.
- Reported maintenance problems to appropriate personnel.
- Anticipated guests' needs and responded to all requests within reasonable amount of time.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Trained front office staff in fire, life and other emergency procedures.
- Made accommodations and travel arrangements for visitors.
- Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Sorted post and other important data.
- Verified accuracy of financial data.
- Responded to telephone, email and in-person enquiries regarding reservations, hotel information and guest concerns.
- Performed inventory for keys and linen on daily basis and included all information in audit reports.
- Attended mandatory staff meetings and brought issues to attention of senior management.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Controlled cash and credit card payment transactions at front desk.
- Performed concierge services for guests as needed.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Held quarterly office meetings with staff to answer questions, resolve issues and keep employees informed of changes.
- Efficiently resolved guest complaints and ensured that issues were addressed promptly.
- Balanced hotel accounts.
- Ran reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
- Conducted financial audits on scheduled basis.
Assistant Hilton Honors Manager
Hilton Suites Makkah
Makkah, Mecca Region
03.2017 - 06.2019
Shift Leader
Hilton Suites Makkah
Makkah, Mecca Region
03.2015 - 03.2017
- Guaranteed guest comfort, ensuring cleanliness and neatness of front desk, restaurant and rooms.
- Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
- Managed guest accounts with zero error, reviewing cashiers reports and verifying balances, banks and deposits.
- Facilitated efficient running of housekeeping operations by producing accurate room status reports in Oracle.
- Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
- Kept focused on critical components of operations to drive guest satisfaction.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Participated in interviewing and hiring of front office staff.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Promoted brand loyalty scheme to boost repeat bookings.
- Reviewed front office log books and guest feedback forms to identify areas needing improvement.
- Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
- Performed inspection of public areas and recommended improvements to appropriate departments.
- Accepted and recorded vouchers, travellers cheques and other forms of payment.
- Generated reports and feedback for presentation to general manager.
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
- Encouraged mutual trust, respect and cooperation among team members.
- Prepared revenue and occupancy forecasting to efficiently manage cash flow.
- Assessed VIP reservations, amenity orders and resumes for incoming house guests.
- Communicated room status information to housekeeping team for turnover.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
Guest Service Agent
Hilton Suites Makkah
Makkah, Mecca Region
12.2013 - 03.2015
- Controlling the work of the room clerk / cashiers
- Up sell suits, rooms and hotel outlets
- Ensuring tidiness of front Desk & back area at all time
- Ensuring a proper shift hand over
- Checking continuously the same day availability and current status
- Dealing with the special requests before guest arrival
- Aware Fully of rates (rooms and suites)
- Controlling inventory stock and issuing general requisitions
Guest Service Agent
Dahab, Le Meridian Dahab Resort & Spa
Dahab, Egypt
04.2013 - 11.2013
- Greeted incoming customers in professional manner and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive impression of company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Provided clerical support to company employees, including copying, faxing and file management.
- Delivered front of house duties with warm and professional manner.
Telephone Operator
Hurghada, Beach Rotana Resort
Hurghada, Egypt
05.2011 - 07.2011
- Maintained up-to-date switchboard directory to facilitate smooth operations.
- Performed operator functions by connecting and transferring calls and setting up conference calls.
- Utilized computer software to complete daily log of all calls with accuracy.
- Offered relay services for hearing impaired guests to assist them with calls and messages.
- Resolved customer issues and escalated major concerns to management.
- Responded to emergency calls and requested for medical assistance from doctor on call.
- Handled incoming and outgoing calls, exceeding company target goals.
- Provided outstanding customer experience by providing professional telephone etiquette to achieve high client satisfaction score.
Education
Bachelor of tourism and hotels - Hotel Management
Fayoum University
Egypt2011
Skills
- Computer skills
- Microsoft Windows multiple editions
- Microsoft office (Word - Excel - Power Point)
- Office Machines and equipment (PC, Xerox, Fax … etc)
- Opera PMS
- Hospitality leadership
- Revenue reporting
- VIP customer engagement
- Hotel inventory management
- Customer service training
- Promotions planning skills
- Sales strategy familiarity
Interests
Personal Skills
, Problem Solving
Guest Satisfaction
Active & Creative
Self-Motivated, communicative and, social.
Hard Work.
Fast, well and easy learning.
Team work and co-operative.
Additional Information
- Married with three children.
Languages
English
Fluent
Arabic
Native
Italian
Intermediate
Timeline
Guest Service and Hospitality Manager
Hilton Suites Makkah
04.2022 - Current
Hilton Honors Manager
Hilton Suites makkah
07.2019 - 04.2022
Assistant Hilton Honors Manager
Hilton Suites Makkah
03.2017 - 06.2019
Shift Leader
Hilton Suites Makkah
03.2015 - 03.2017
Guest Service Agent
Hilton Suites Makkah
12.2013 - 03.2015
Guest Service Agent
Dahab, Le Meridian Dahab Resort & Spa
04.2013 - 11.2013
Telephone Operator
Hurghada, Beach Rotana Resort
05.2011 - 07.2011
Bachelor of tourism and hotels - Hotel Management
Fayoum University
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