Ahmad Ibraheem Mariam
Dubai
Summary
Experienced hospitality and customer service professional with 3 years of expertise in guest relations, satisfaction, and operational management. Adept at driving sales and enhancing customer experiences. Skilled in front-office operations, team leadership, and conflict resolution. Quick to adapt and excel in dynamic environments, ensuring seamless service delivery and guest satisfaction.
Overview
2
2
years of professional experience
Work History
Front Office Night in charge
J5 Rimal Hotel Apartments
07.2024 - Current
- Addressing guest inquiries, requests, and complaints to ensure satisfaction and ensuring the safety and comfort of all guests during the night
- Performing and supervising the night audit to reconcile daily financial transactions and preparing reports for management, including revenue summaries and occupancy statistics
- Supervision of Staff and delegating tasks to ensure operational efficiency
- Responding to emergencies, such as fire alarms or medical situations, following established protocols
- Ensuring the hotel is well-prepared for the next day's operations
- Monitoring facilities, reporting maintenance issues, and addressing immediate concerns
- Coordinating with other departments (e.g., housekeeping, maintenance) for seamless operations
- Quickly addressing any unexpected operational issues
Front desk agent / Team leader
J5 Rimal Hotel Apartments
12.2023 - 07.2024
- Led and managed the front office team, fostering an inspiring work environment that promoted open communication and teamwork
- Oversaw day-to-day front office operations, ensuring smooth check-ins, check-outs
- Motivated and coached team members, identifying training needs and providing necessary support to enhance performance and job satisfaction
- Acted as Night and Duty Manager when necessary, overseeing hotel operations and resolving guest issues during off-peak hours
- Responded promptly to guest complaints and resolved issues professionally, contributing to a high level of guest satisfaction
- Conducted comprehensive audits of employees' attendance records and prepared detailed reports for submission to the Human Resources Department to ensure accurate salary coordination
- Processed and analyzed tourism-related data, including tasks for the tourism website and Tourism Dirham reports, ensuring compliance with government requirements by uploading results to the official government platform
Front desk agent
J5 Rimal Hotel Apartments
10.2022 - 12.2023
- Welcoming guests warmly upon arrival
- Processing check-ins and check-outs efficiently using hotel management systems
- Handling payments, deposits, and billing inquiries
- Managing room reservations via phone, email, or online systems
- Updating room availability and rates in the hotel database
- Assisting guests with special requests, such as room preferences or upgrades
- Resolving complaints or concerns promptly to ensure guest satisfaction
- Coordinating with other departments, such as housekeeping and maintenance, to ensure smooth operations
- Maintaining clear and accurate logs or records for handover to the next shift
Education
Bachelor's degree - Agricultural Engineering Environment
Tishreen University
Latakia, Syria01.2019
Skills
- Customer Service Excellence
- Effective Communication
- Multitasking and Prioritization
- Problem Solving and Conflict Resolution
- Active Listening
- Team Collaboration
- Sales and Upselling
- Safety and Security Procedures
- Accounting Skills (Financial Analysis, Budgeting, Reconciliation)
- Adaptability and Learning Agility
- Technical Proficiency (Microsoft Office Suite, Computer Skills, Opera Booking System)
Languages
Arabic
English
Timeline
Front Office Night in charge
J5 Rimal Hotel Apartments
07.2024 - Current
Front desk agent / Team leader
J5 Rimal Hotel Apartments
12.2023 - 07.2024
Front desk agent
J5 Rimal Hotel Apartments
10.2022 - 12.2023
Bachelor's degree - Agricultural Engineering Environment
Tishreen University
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