Naji Almajnuni
Makkah,Mecca Region
Summary
Talented advertising professional skilled in building campaign engagement. Demonstrates strengths in networking and relationship-building to grow productive partnerships. Collaborative team player committed to achieving business targets. Personable Guest Service Manager with skills in handling financial transactions and maintaining property management systems. Over 14 years of customer service experience and extensive knowledge of hotel operations and procedures. Builds supportive work environments that boost staff efficiency. Determined, recent graduate with hospitality management degree. Highly effective in greeting guests and resolving issues. Looking for position in hospitality industry focused on providing exceptional service.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Guest Service Manager & Member of les clefs d’Or
Raffles Makkah Palace
Makkah, Mecca Region
01.2023 - Current
- Maximised hotel revenue, utilising Opera PMS to control daily room inventory.
- Established communication strategy for VIP customers, increasing VIP repeat visits by 100%.
- Consistently exceeded guest expectations, destination knowledge to guide guests looking for advice and recommendations.
- Facilitated strategic decision-making, producing monthly revenue reports in Opera.
- Developed training modules to improve customer service standards, boosting guest satisfaction ratios from 50% to 100%.
- Communicated management feedback to improve team performance.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Used up-selling techniques to promote hotel services and facilities for higher profit margins.
- Communicated room status information to housekeeping team for turnover.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Kept focused on critical components of operations to drive guest satisfaction.
- Generated reports and feedback for presentation to general manager.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Promoted brand loyalty scheme to boost repeat bookings.
Head Concierge
Hilton Makkah Conviction
Makkah, Mecca Region
01.2022 - 12.2022
- Remedied issues by listening and providing conflict resolutions.
- Scheduled and made reservations for guests using hotel software.
- Provided guests with lists of upcoming activities and events.
- Booked conference rooms for events and seminars.
- Composed and submitted incident and activity reports to manager.
- Coordinated with housekeeping or maintenance department to address needs of clients.
- Arranged for transportation to and from the airport, train station and events for visitors upon request.
- Used up-selling techniques to promote hotel services and facilities for higher profit margins.
- Communicated room status information to housekeeping team for turnover.
- Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Participated in interviewing and hiring of front office staff.
- Generated reports and feedback for presentation to general manager.
- Assessed VIP reservations, amenity orders and resumes for incoming house guests.
- Handled inventory control for front office and stationery supplies, reordering low stock items.
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Completed weekly front office rota to guarantee optimal cover for operations.
- Maintained brand image by monitoring appearance, standards and performance of front office staff.
- Performed inspection of public areas and recommended improvements to appropriate departments.
- Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Encouraged mutual trust, respect and cooperation among team members.
- Collaborated with travel agents to respond to special requests for rooms and rates.
- Promoted brand loyalty scheme to boost repeat bookings.
Head Concierge
Shangri-La
Jeddah, Mecca Region
01.2021 - 02.2022
- Remedied issues by listening and providing conflict resolutions.
- Scheduled and made reservations for guests using hotel software.
- Provided guests with lists of upcoming activities and events.
- Booked conference rooms for events and seminars.
- Composed and submitted incident and activity reports to manager.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
Head Concierge
Hilton Makkah Convention
Makkah, Mecca Region
02.2017 - 02.2021
- Remedied issues by listening and providing conflict resolutions.
- Scheduled and made reservations for guests using hotel software.
- Provided guests with lists of upcoming activities and events.
- Booked conference rooms for events and seminars.
- Composed and submitted incident and activity reports to manager.
- Coordinated with housekeeping or maintenance department to address needs of clients.
- Scheduled deliveries of flowers, gifts and other products for guests.
- Arranged for interpreters to translate information to guests.
- Transported luggage to and from rooms to accommodate guests.
- Greeted guests and managed check-in and check-out procedures.
- Answered and transferred calls to designated recipients.
- Verified ID and payment preference of guests upon check-in.
- Arranged for transportation to and from the airport, train station and events for visitors upon request.
Education
GCSEs - scientific
01.2017 - 01.2020
Skills
- Facility safety management
- Hospitality leadership
- Opera PMS
- Revenue reporting
- Guest needs anticipation
- Brand management
- Hospitality complaint resolution
- Customer service training
- VIP customer engagement
- Campaign development experience
- Staff engagement techniques
- Coaching and training
- Reception management
- Sales ledger control
- Loyalty schemes knowledge
- Transformational leadership
- People management
- Guest experience improvement
Languages
English
Intermediate
Timeline
Guest Service Manager & Member of les clefs d’Or - Raffles Makkah Palace
01.2023 - Current
Head Concierge - Hilton Makkah Conviction
01.2022 - 12.2022
Head Concierge - Shangri-La
01.2021 - 02.2022
Head Concierge - Hilton Makkah Convention
02.2017 - 02.2021
Palestine - GCSEs, scientific
01.2017 - 01.2020
Similar Profiles
Mohammed Ibrahim IshaqMohammed Ibrahim Ishaq
Reservations supervisor at Raffles Makkah PalaceReservations supervisor at Raffles Makkah Palace
SHAKEEL AHMADSHAKEEL AHMAD
Group Assistant Director of IT at Accor " Group of 4 Hotels FRSS MakkahGroup Assistant Director of IT at Accor " Group of 4 Hotels FRSS Makkah
Sarah NeazySarah Neazy
Assistant Front Office Manager at Address Jabal Omar MakkahAssistant Front Office Manager at Address Jabal Omar Makkah