Mariam Johar Alfahad
Front Office & Reservation Agent
Jubail Industrial City
Summary
Dynamic Front Office & Reservation Agent with proven success at Crowne Plaza Al Jubail, adept at enhancing guest loyalty through the IHG One Rewards program. Skilled in revenue management and upselling, I excel in cross-departmental coordination and problem resolution, ensuring seamless guest experiences and compliance with brand standards. Professional in hospitality industry with proven ability to manage reservations and provide excellent customer service. Possesses solid background in handling booking inquiries, resolving issues, and maintaining accurate records. Known for strong focus on team collaboration and achieving results, adaptable to changing needs and challenges.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Front Office & Reservation Agent
Crowne Plaza Al Jubail
08.2025 - Current
- Execute flawless guest arrival and departure experiences using IHG Concerto Cloud PMS, managing room assignments, folios, and pre-authorizations with a focus on accuracy and brand standards.
- Drive loyalty and guest retention by expertly administering the IHG One Rewards program, recognizing elite member tiers, and enrolling new members to expand the program's base.
- Ensure 100% compliance with national regulations by efficiently processing the registration of Saudi and GCC guests through the Shomoos platform integrated with Concerto.
- Contribute to hotel revenue goals by proactively upselling premium room categories, breakfast inclusions, and executive lounge access during the booking and check-in processes.
- Serve as the central communication point, utilizing two-way radios and PMS alerts to coordinate with Housekeeping and Engineering, ensuring optimal room status and swift resolution of guest needs.
- Process and reconcile all payment types accurately, handling cash, credit cards, and direct billing while maintaining a balanced float for end-of-day reporting.
Front Office & Reservations Agent
Durrat Jalmouda Hotel (Converting to Crowne Plaza IHG)
02.2025 - 08.2025
- Perform full front office duties, including guest check-in/check-out, reservation management, and payment processing, ensuring a seamless guest experience.
- Play a key role in the hotel's transition to the Crowne Plaza brand under the IHG portfolio.
- Actively preparing for the conversion by completing IHG-specific training modules for Front Office and Reservations to master new standards and procedures.
- Utilizing the current Property Management System (PMS) while training on IHG Concerto Cloud PMS to ensure operational readiness upon launch.
- Learning and preparing to administer the IHG One Rewards loyalty program to enhance guest loyalty and drive repeat business.
- Collaborating with management to adapt current practices to meet IHG's brand standards, including the Way of Clean protocols.
Hotel Front Office Receptionist
Braira Al Jubail
03.2024 - 01.2025
- Guest Services & Operations: Manage end-to-end guest experiences, including check-in/check-out procedures, reservations, and providing local area information to ensure a seamless and welcoming stay.
- Reservation & PMS Management: Utilize the Property Management System (PMS) to handle bookings, modifications, cancellations, and update room statuses in real-time to maximize occupancy.
- Billing & Financial Accuracy: Process cash, credit card, and invoice payments accurately, reconciling guest accounts upon checkout and addressing any billing inquiries promptly.
- Administrative Excellence & Reporting: Maintain organized guest records, manage correspondence, and prepare daily front desk reports to ensure smooth shift handovers and operational efficiency.
- Customer Relationship Management: Proactively address and resolve guest inquiries and requests, providing exceptional service to enhance satisfaction and encourage repeat business.
Exhibition Director & Sales Team Lead
Deraah Perfume Store
07.2021 - 01.2024
- Leadership & Team Management: Directed exhibition operations and led a team of female sales employees, conducting periodic training to enhance product knowledge and customer engagement techniques.
- Strategic Planning & Sales: Developed and executed comprehensive marketing and sales plans for product exhibitions, successfully achieving and exceeding monthly sales goals.
- Customer Relationship Management (CRM): Cultivated strong customer relationships by implementing high-standard service protocols and personally handling key client accounts.
- Data Analysis & Reporting: Monitored sales performance against targets using SharePoint for data tracking and reporting, providing regular updates to management on progress and insights.
- Operational Execution: Managed all logistical aspects of exhibitions, from setup to breakdown, ensuring a brand-positive and efficient customer experience.
Customer Service & Cashier Specialist
SACO Jubail Store
07.2020 - 06.2021
- Cash Handling & Operations: Processed customer transactions accurately using the POS system, handled cash, credit/debit cards, and maintained balanced till at the end of each shift.
- Customer Relationship Management: Provided exceptional frontline customer service, resolved inquiries and complaints, and built rapport to ensure a positive shopping experience.
- Sales & Marketing Support: Contributed to marketing initiatives by promoting current promotions and loyalty programs directly to customers at the point of sale.
- Product Knowledge: Developed extensive knowledge of SACO's product range to effectively answer customer questions and recommend suitable items, driving sales.
Security & Customer Service Officer
Mouwasat Hospital
11.2018 - 04.2020
- Safety & Security Enforcement: Monitored hospital premises, enforced access control protocols, and maintained a secure environment for patients, staff, and visitors.
- Frontline Liaison & Customer Service: Served as a professional and reassuring first point of contact, providing directions, information, and assistance to all hospital visitors, enhancing their overall experience.
- Emergency Response & Coordination: Responded promptly to incidents and emergencies, following strict procedures and effectively coordinating with medical staff and emergency services when required.
- Vigilance & Reporting: Conducted regular patrols, identified potential safety hazards, and prepared detailed daily activity and incident reports to maintain operational transparency.
Education
Bachelor of Arts - Human Resources
Academy Of Learning (AOL)
Jubail, Saudi Arabia 04.2001 -
Skills
Technical & Operational:
- Property Management Systems (PMS): OPERA, IHG Concerto
- Government Systems: Shomoos
- Revenue Management & Upselling
- Reservations Management
- Billing & Reconciliation
- Microsoft Office Suite
- SharePoint
Interpersonal:
- Guest Relations & Service Recovery
- Cross-Departmental Coordination
- Problem Resolution
- Multitasking & Prioritization
- Communication Skills
Accomplishments
PROFESSIONAL DEVELOPMENT
Courses:
- Computer Course (6-Month)
- English Language Course (4-Month)
Workshops:
- Financial Sustainability (Non-Profit Sector)
- Introduction to HR Tasks
- Management Basics
Company Training:
- IHG Reservation Training ( Mr.Mahmoud Yassin Holiday Inn Olaya Riyadh)
- IHG Front Office & reservation Training (Crowne Plaza Al Jubail)
Timeline
Front Office & Reservation Agent
Crowne Plaza Al Jubail
08.2025 - Current
Front Office & Reservations Agent
Durrat Jalmouda Hotel (Converting to Crowne Plaza IHG)
02.2025 - 08.2025
Hotel Front Office Receptionist
Braira Al Jubail
03.2024 - 01.2025
Exhibition Director & Sales Team Lead
Deraah Perfume Store
07.2021 - 01.2024
Customer Service & Cashier Specialist
SACO Jubail Store
07.2020 - 06.2021
Security & Customer Service Officer
Mouwasat Hospital
11.2018 - 04.2020
Bachelor of Arts - Human Resources
Academy Of Learning (AOL)
04.2001 -
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