Tawfik El Sayed Omara
Summary
Ambitious and enthusiastic professional customer service representative with significant knowledge and experience in hospitality industry field and luxury hotels. Extensive ability of handling guest complaints and issues, cash management, up selling and performing administrative duties. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Front of house Assistant manager
Amazone Restaurant and Cafe Group
Dubai
09.2022 - Current
- Manage the Reception, Telephone, Restaurant Reservations, Catering and Cleaning at the highest level
- Deliver the professional greeting of clients and visitors, to the highest standards
- Monitor, manage and review the Catering and Cleaning contracts
- Ensure the team leaders and supervisors coordinate their staff to ensure the delivery of exceptional front of house services
- Implement dynamic operational working procedures, to support the delivery of service excellence
- Develop strong communication and line reporting procedures to guide service implementation making improvements or changes where required
- Implement safe working practices to ensure safety of building occupiers and visitors
- Lead monthly management report meetings with the client and build strong relationships with key business leaders
Front Desk Shift Leader
Alila Jabal Akhdar, Hyatt
Oman
11.2018 - 05.2021
- Perform reconciliations for the transactions of the day
- Ensure that daily night reports processed efficiently and effectively
- Block rooms and check on preferences as well as profiles of the guests
- Process the reconfirmation of the data in the PMS of the arrivals for the next day
- Finalize the guest arrivals list reports and make sure to send them to all concerned departments
- Completing the Night Audit in a timely manner
- Ensured that both the Front Office Manager and reception supervisors are up to date of any relevant feedback from guests and/or other departments
- Managed the transitions and Hyatt PMS system migration.
Alila Jabal Akhdar, Hyatt
Oman
11.2016 - 10.2018
- Process guest arrivals and departures including all necessary payments
- Provide information regarding resort policies and activities in response to queries both on phone and in person
- Escort guests to their rooms and explain the facilities available at the resort
- Handle payments through cash or credit cards
- Handle and take care of group check-ins, VIPs arrivals
- Process reservations taken over phone
- Record guest comments and complains, escalating problems to the managers where required
- Compile reports relevant to guest accounts, receipts and vouchers
- Reconfirm and arrange guest transportation requests
- Manage front desk operations including cashier, ensure that policies and procedures properly maintained.
Food & Beverage Supervisor
Sawadi Hotels & Resorts
Oman
09.2015 - 10.2016
- Maintain knowledge and ensure compliance with departmental policies and standard service procedures
- Ensure staff are working together as a team to ensure optimum service provided to our guests in order to maximize their satisfaction and met their expectations
- Facilitate procedures to take orders from visitors in systematic way and ensure compliance to all regulations and standards of department
- Monitor dining rooms for seating availability, service, safety, and wellbeing of guests
- Responsible for attending to customer Food & Beverage complaints and try to resolve them in the most balanced way
- To ensure the smooth preparation of the restaurant side-stations, mise-en-place and tables setup as per outlets and hotel standards
- Work in close cooperation with the kitchen and stewarding as well as the outlet cashiers to ensure a smooth running of operation
- Well versed and knowledge in the outlet’s menu, promotional activities and other relevant issues concerning the outlets and the hotel.
Food & Beverage Service at
Sawadi Hotels & Resorts
Oman
07.2013 - 08.2015
- Able to prepare all Food and beverage mise-en-place duties prior to service
- Greet guests according to the standards to ensure superior service
- Setup the restaurant according to the table planning, cover layout and standards defined by the hotel's management
- Make sure all assigned duties prior to service are completed
- To clear and re-set tables according to instructions
- Serve food and beverage to guests according to standard operating procedures
- Able to generate the final bill from the POS system and offer to guest settlement
- Ensures high standard of sanitation and hygiene in the work area
- Constantly operate area of duty and make conscious efforts to ensure that the restaurant is always prepared to serve incoming guests and no guests left unattended.
Education
High School Diploma - Business administration
Azhar School
Egypt 09.2009
Skills
- Hotel Operations Guest Satisfaction Online Travel Agencies Reservations Check-I/O Procedures Guest
- Orientation Front Desk Experience Food & Beverage POS Systems Opera PMS System MS Windows &
- Office Communication & Interpersonal Skills Courteous Quick Learner Training
- Food safety understanding
- Reliability and punctuality
- Customer service expertise
- Phone Etiquette
- Professional Appearance
- Table setting expertise
- Reservation Management
- Greeting guests
- Team Collaboration
- Money Handling
- Order Taking
- Training and mentoring
- Guest Relations
References
References
Languages
- Arabic Mother tongue (Native language).
- English Highly proficient in spoken and written.
Languages
English
Advanced (C1)
Timeline
Front of house Assistant manager
Amazone Restaurant and Cafe Group
09.2022 - Current
Front Desk Shift Leader
Alila Jabal Akhdar, Hyatt
11.2018 - 05.2021
Alila Jabal Akhdar, Hyatt
11.2016 - 10.2018
Food & Beverage Supervisor
Sawadi Hotels & Resorts
09.2015 - 10.2016
Food & Beverage Service at
Sawadi Hotels & Resorts
07.2013 - 08.2015
High School Diploma - Business administration
Azhar School