Opera
Ragdah Bawaer
Guest Experience Expert
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency. Expert Opera, GXP, and Shomoos user.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
6
6
Certifications
3
3
Languages
Work History
Guest Experience Expert
Four Points By Shraton
Makkah
08.2022 - Current
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Remained available [8] hours daily to respond to guest needs, complaints or inquiries.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy.
Hotel Operator
Four Points By Sheraton
Makkah
04.2022 - 07.2022
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Oversaw day-to-day operations of room hotel with staff of employees.
- Identified issues, analyzed information and provided solutions to problems.
- Worked flexible hours across night, weekend and holiday shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Supervised team of front desk agents and helped to resolve issues arising during shifts.
General Coordinator
Taif Medical Center
Makkah
01.2020 - 11.2021
- Managed filing systems for electronic and hard copy documents to keep organized records.
- Handled incoming and outgoing shipping and receiving activities.
- Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Customer Service Associate
Taif Medical Center
Makkah
11.2019 - 01.2020
- Developed and actualized customer service initiatives to decrease wait times.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Informed customers about special promotions and provided detailed information for various products.
- Offered basic technical support for clients on wide range of company products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Education
Bachelor of Science - Business Administrative
Umm Al Qura University
Makkah, Saudi Arabia 08.2012 - 12.2016
Skills
Proficiency in hospitality systems
Customer service expert
Guest experiences
Reporting capabilities
Critical Thinking
Opera Software
GXP Software
Decision Making
Software
GXP
Shomoos
Microsoft Office
Certification
General English Level 3B
Timeline
Guest Experience Expert
Four Points By Shraton
08.2022 - Current
Hotel Operator
Four Points By Sheraton
04.2022 - 07.2022
General English Level 3B
12-2020
General Coordinator
Taif Medical Center
01.2020 - 11.2021
Customer Service Associate
Taif Medical Center
11.2019 - 01.2020
Business Management & Enterprise Excellence
12-2015
Customer Service
10-2015
Work Ethics
04-2015
Work Environments
11-2014
Strategic Planning
04-2014
Bachelor of Science - Business Administrative
Umm Al Qura University
08.2012 - 12.2016