Abed Alhammadi

Duty Manager

Etisalat

Dubai

01.2017 - 10.2023

Actioned and resolved guest feedback to boost service quality.
Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
Wrote end of shift reports to facilitate service continuity.
Handled guest complaints to protect brand reputation.
Liaised with auditors and prepared facilities to support successful audits.
Oversaw emergency procedures and administered first aid.
Improved team performance by conducting reviews and KPI data analysis.
Stored cash floats and delivered secure banking procedures.
Met health and safety guidelines to maintain compliant working environments.
Completed weekly front office rota to guarantee optimal cover for operations.
Led the team to deliver top-quality service and achieve company targets.
Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
Adhered to company policies and brand standards to support outstanding guest experiences.
Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
Maintained accurate records of bookings on hotel reservation system and forecasted probable revenue streams.
Adjusted sales strategies to local competition and decreased industry rates.
Consulted with central reservations to discuss new rate plans and promotions.