Mashael Alanzi
Riyadh
Summary
Energetic Front Office Supervisor experienced in enhancing guest satisfaction and optimising front desk operations. Led initiatives that improved check-in processes, reduced wait times, and increased positive feedback through effective team management. Focused on delivering exceptional guest experiences by swiftly resolving issues and maintaining high cleanliness standards.
Overview
2
2
years of post-secondary education
3
3
years of professional experience
Work history
Front office supervisor
Braira Hotels and Resorts
Riyadh, Riyadh RegionKSA
2025.10 - Current
- Ensured smooth operations by coordinating front desk staff and activities.
- Maintained professional work environment with effective supervision of front office team.
- Streamlined check-in and check-out processes, improving overall guest experience.
- Addressed guest queries promptly, enhancing overall guest experience.
- Managed bookings and reservations to eliminate overbooking incidents.
- Monitored daily hotel operations, ensuring top quality service provision.
- Liaised with other departments ensuring consistent delivery of services across all units.
- Improved efficiency by implementing new administrative procedures.
- Reviewed shift logs regularly, identifying potential areas of improvement.
- Trained new employees to ensure adherence to hotel standards and practices.
- Conducted regular performance assessments for continual improvement of personnel skills.
- Developed weekly rosters, leading to balanced workload among staff members.
- Resolved conflicts amongst team members, fostering a harmonious work environment.
- Managed guest accounts with zero error, reviewing cashiers' reports and verifying balances, banks and deposits.
- Implemented guest engagement programme, significantly increasing customer loyalty.
- Facilitated efficient running of housekeeping operations by producing accurate room status reports in Oracle.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Collaborated with housekeeping department for seamless guest services.
- Maintained front desk cleanliness standards, reinforcing professional image of establishment.
- Instructed employees in company policies and procedures, maximising compliance and consistency.
- Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
Front office agent
Braira Hotels and Resorts
Riyadh, KSA
2024.10 - 2025.09
- Upsold hotel services and facilities to enhance guest experience leading to increased patronage within the hotel premises.
- Organised transport services for guests upon request ensuring their comfort during travel.
- Issued room keys and escort instructions to bellhops accurately.
- Kept a record of occupied rooms and guests' accounts using computerised systems accurately.
- Provided excellent customer service by addressing guest queries promptly.
- Ensured smooth check-in and check-out process for guests.
- Maintained high standard of cleanliness in reception area for a welcoming environment.
- Coordinated wake-up calls ensuring no guest missed an appointment or flight.
- Assisted guests with luggage, provided direction to rooms, facilities within the hotel.
- Handed over lost property of the guests after verifying ownership details reliably.
- Demonstrated professionalism and politeness when interacting with all guests, regardless of status or background.
- Handled cash transactions with accuracy whilst maintaining a balanced cash drawer.
- Managed room reservations using front office software efficiently.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Reviewed accounts and charges with guests during the check out process efficiently.
Trainee
Hilton Garden inn & Double Tree
Riyadh, KSA
2023.07 - 2023.10
- Greeted guests promptly upon arrival, creating welcoming environment.
- Handled customer complaints in a timely manner, resulting in increased satisfaction levels.
- Provided administrative support to various departments, contributing to smooth operations.
- Routed calls to relevant departments, ensuring efficient communication flow.
- Maintained confidentiality in handling sensitive documents and correspondence, ensuring trust and security.
- Executed basic bookkeeping tasks, supporting accurate financial tracking.
- Submitted reports on time to ensure management was apprised of office activities.
Education
Diploma - Hospitality and Hotel Management
princess Nourah bint abdulrahman university
KSA 2021.11 - 2023.12
Skills
- Hotel booking systems
- Front desk operations
- Check-in/out process
- Reservation systems
- Satisfaction tracking
- Guest satisfaction focus
- Complaint management
- Customer orientation
- Hotel operations knowledge
- Time management skills
- Staff oversight
- Service management
- Adapts under pressure
LANGUAGE
Arabic: Native
Beginner
English: Good
Intermediate
Affiliations
- Reading, Traveling, Shopping
Accomplishments
Employee of the month - Braira Hotels & Resorts (May, 2025).
References
References available upon request.
Timeline
Front office supervisor
Braira Hotels and Resorts
2025.10 - Current
Front office agent
Braira Hotels and Resorts
2024.10 - 2025.09
Trainee
Hilton Garden inn & Double Tree
2023.07 - 2023.10
Diploma - Hospitality and Hotel Management
princess Nourah bint abdulrahman university
2021.11 - 2023.12