Ahmed El Sayed
Dubai,United Arab Emirate
Summary
Charming professional with good numeracy skills, strong personality and confidence dealing with high-level clientele. Works well under pressure, keeps calm and acts responsibly in case of emergencies. Focused on encouraging culture of impeccably high standards, flawless customer service and meaningful guest interaction.
Overview
14
14
years of professional experience
Work history
Assistant Front Office Manager
Atlantis The Palm
Dubai, UAE
02.2022 - Current
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Planned and delivered guest engagement programmes that led to an increase in guest satisfaction levels.
- Optimised financial performance by effectively monitoring and maintaining operation and overhead costs.
- Participated in interviewing and hiring front office staff.
- Assessed VIP reservations, amenity orders and resumes for incoming house guests.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Constantly exceeded customer satisfaction targets by reviewing comment cards and implementing corrective action plans.
- Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
- Directed team in producing diverse work with word processing and desktop publishing applications.
- Identified skills gaps and arranged relevant training to upskill the clinical team.
- Designed strategic schedules, rotas and workloads to promote productivity.
- Supported smooth and efficient running of front-of-house operations, supervising 40 front-office staff.
- Manage the team by evaluating, coaching, and maintaining discipline among team members.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Assessed employee performance and implemented corrective actions.
- Evaluated the performance of 40 clerical workers against company standards.
Front Office Assistant Manager Pre-opening
One & Only One Za'abeel
Dubai, UAE
10.2023 - 01.2024
- Pre-opening experience with direct management involvement in all front-office details
- Assist the Director of the Front Office in implementing brand standards, creating the SOPs and instituting the training plans.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
Night Resort Assistant Manager
Atlantis The Palm
Dubai, UAE
06.2021 - 02.2022
- Prepare the daily operations report and communicate all issues and happenings during the night to the senior management
- Perform the Night Audit routine with the Front Desk and Income Audit team and prepare all required daily reports.
Front Office Team Leader
Atlantis The Palm
UAE
08.2019 - 06.2021
- Ensure all check-in and check-out processes are done according to hotel standards
- Ensure all Cashiering procedures are done according to the hotel standards
- Supervise completing the shift task list according to the hotel standards.
Front Office Agent
Atlantis The Palm
UAE
01.2016 - 08.2019
- Assist the guests with the Check-in and Check-out according to the hotel standards
- Assist the guests with their requests and inquiries
- Receive guest comments and feedback and report them as necessary.
Front Office Rooms Controller
Burj Rafael Hotel Kempinski Riyadh
KSA
01.2015 - 11.2015
- Managing the allocation and inventory of rooms
- This includes handling tasks at the front desk such as checking guests in and out
- Ensure that all reports are accurate
- Additionally, review incoming orders for any mistakes to maintain inventory levels.
Front Office Agent
Burj Rafael Hotel Kempinski Riyadh
KSA
01.2014 - 01.2015
- Assist the guests with the Check-in and Check-out according to the hotel standards
- Assist the guests with their requests and inquiries
- Receive guest comments and feedback and report them as necessary.
Golf Operation Senior supervisor
Maritim Jolie Ville Golf Resort
Egypt
08.2010 - 07.2013
- In charge of the golf front desk and assisting with reservations
- Responsible for creating the monthly training action plan as a member of the hotel departmental trainers' team and organizing schedules for recreational groups using the same facilities.
- Guided and coached staff to achieve individual growth and sales production targets.
- Demonstrated ability to assess risk and respond to issues appropriately, eliminating workplace accidents and incidents.
- Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
Education
Bachelor’s degree - Tourism , Hotel Management
Tourism & Hotel
Alexandria , EgyptSkills
- Staff retention strategies
- Front desk supervision
- Guest engagement programmes
- Opera PMS
- Shift management
- Project and policy management
- Occupancy forecasting
- Satisfaction and loyalty tracking
- Scheduling and calendar management
- Motivational leadership style
- Public Relations
- Employee management
- Policy and procedure modification
- Complaint resolution
- Staff engagement techniques
- Reception management
- Rota management
- Suggestive upselling
- Coaching and training
- Guest experience improvement
- Budgetary control
- People management
Languages
English
Fluent
Arabic
Native
Russian
Beginner
Timeline
Front Office Assistant Manager Pre-opening
One & Only One Za'abeel
10.2023 - 01.2024
Assistant Front Office Manager
Atlantis The Palm
02.2022 - Current
Night Resort Assistant Manager
Atlantis The Palm
06.2021 - 02.2022
Front Office Team Leader
Atlantis The Palm
08.2019 - 06.2021
Front Office Agent
Atlantis The Palm
01.2016 - 08.2019
Front Office Rooms Controller
Burj Rafael Hotel Kempinski Riyadh
01.2015 - 11.2015
Front Office Agent
Burj Rafael Hotel Kempinski Riyadh
01.2014 - 01.2015
Golf Operation Senior supervisor
Maritim Jolie Ville Golf Resort
08.2010 - 07.2013
Bachelor’s degree - Tourism , Hotel Management
Tourism & Hotel
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