DANA ALEM
Riyadh
Summary
Guest Operations Associate with a Bachelor's degree in Event Management. Proven ability to deliver exceptional guest experiences through roles in ticketing, guest services, and food & beverage. Passionate about creating memorable experiences for guests and contributing to the hospitality industry.
Overview
7
7
years of professional experience
Work History
Associate - Guest Operations (Pre-Opening)
Qiddiya Investment Company
05.2024 - Current
- Develop and implement comprehensive Standard Operating Procedures (SOPs) across all guest-facing departments
- Create and launch a diverse portfolio of revenue-generating products, including daily tickets, annual passes, and exclusive VIP experiences, to drive significant revenue growth
- Develop and deliver engaging training programs to enhance frontline staff service delivery and knowledge
- Manage and maintain all software and hardware systems, effectively coordinating with the IT team to ensure optimal system performance and resolve technical issues
Server/Line Cook
Burger U
04.2021 - 12.2023
- Provided excellent customer service skills, with a proven track record of providing prompt and courteous service to ensure a positive dining experience
- Communicated collaboratively with kitchen staff, servers, and management to achieve common goals
- Ensured compliance with health regulations and maintained a safe and hygienic work environment
- Adapted to working in a fast-paced restaurant environment, with the capability to handle multiple tasks simultaneously while maintaining a high level of accuracy and efficiency
Food and Beverage Associate
Marriott Vacations Worldwide
05.2023 - 07.2023
- Compiled detailed cost sheets by analyzing various cost components to ensure accuracy and thoroughness in financial reporting
- Conducted comprehensive breakdowns of invoices, precisely reviewing each item to guarantee clarity and accuracy in billing and accounting procedures
- Utilized advanced computer-based coding techniques to efficiently streamline the invoicing process, optimizing workflow, and reducing processing time
- Committed to upholding the reputation and brand image of the establishment through exemplary service and attention to detail
Guest Service Representative
Hershey Entertainment & Resorts
05.2022 - 08.2022
- Addressed guest concerns and resolved issues promptly and professionally to maintain high levels of customer satisfaction and loyalty
- Assisted guests with ticket purchases, season pass inquiries, and reservations, ensuring a seamless and enjoyable experience from arrival to departure
- Collaborated with team members and supervisors to coordinate guest services, including special events, promotions, and guest assistance programs
Ticketing Consultant
Ticketmaster Middle East
09.2018 - 09.2019
- Utilized ticketing software and systems to generate reports, track sales trends, and analyze customer data to improve overall performance
- Collaborated with internal teams and external partners to coordinate ticketing logistics, including seating arrangements, pricing structures, and promotional campaigns
- Validated schematic designs by collaborating with hardware engineers, ensuring compatibility, functionality, and efficiency in ticketing operations
Ticket Customer Service
Filmmaster MEA
03.2018 - 09.2018
- Demonstrated proficiency in ticketing systems and procedures, accurately processing transactions and maintaining detailed records of customer interactions and transactions
- Developed and implemented customer service training materials and procedures, facilitating the onboarding and development of new team members
- Liaised between guests and management, facilitating communication to better understand guests' needs and recommending appropriate solutions to enhance their experience
Education
Bachelor of Science - Event Management
University of Central Florida - Rosen College of Hospitality Management
Orlando, FL12.2023
Skills
- Hospitality Background
- Detail-Oriented
- Adaptability
Languages
Arabic
Native language
English
Proficient
C2
Training
- Guest Service Professional: Making Connections, American Hotel & Lodging Association
- Intensive English Program, University of Central Florida
- English Language Course, British Council
- Toastmaster Course, Saudi Aramco Special Training Center
Timeline
Associate - Guest Operations (Pre-Opening)
Qiddiya Investment Company
05.2024 - Current
Food and Beverage Associate
Marriott Vacations Worldwide
05.2023 - 07.2023
Guest Service Representative
Hershey Entertainment & Resorts
05.2022 - 08.2022
Server/Line Cook
Burger U
04.2021 - 12.2023
Ticketing Consultant
Ticketmaster Middle East
09.2018 - 09.2019
Ticket Customer Service
Filmmaster MEA
03.2018 - 09.2018
Bachelor of Science - Event Management
University of Central Florida - Rosen College of Hospitality Management
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