Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Ahmed Gad

Ahmed Gad

Dubai

Summary

Front Desk Supervisor with 5 years of experience in customer service and hospitality. I am experienced in customer problem-solving, multitasking, and providing excellent customer service in a fast-paced environment. Skilled in training and leading teams, resolving conflicts and customer issues, and consistently exceeding customer expectations. i have skilled hotel management professional offers skills in team leadership and guest relations. Dedicated to satisfying guests with prompt, professional service from friendly and knowledgeable team members. Strengths include managing operations, maintaining records, and achieving property objectives. Talented hotel management professional motivating high-performing hospitality teams. i delivers first-class customer experiences through focused staff and service direction. to by skilled in planning and leadership to achieve profit and performance targets.

Overview

8
8
years of professional experience

Work History

Front Desk Supervisor

Dusit Thani Abu Dhabi
07.2023 - Current
  • Ensure all hotel policies, procedures and standards are followed.
  • Inform all front office staff of daily activities group, and VIP arrivals as well as special requests and repeated guest.
  • Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests.
  • Act as manager on duty for hotel dealing with complaints, problem solving, disturbances special requests and any other issues that may arise.
  • Managed staff training and on boarding, coaching in customer service techniques, best practices and complaint management.
  • Handled guest complaints in a polite and friendly manner, providing effective solutions to maintain customer retention.
  • Be aware of remedial steps to be taken to rectify Housekeeping discrepancies.
  • Kept front desk organized, clean and presentable to maintain an excellent first impression for guests.
  • Maintain good working relationship with all hotel departments.
  • Trained new staff on correct procedures, compliance requirements, and performance strategies.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
  • Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Trained and mentored new team members, contributing to a high-performing front desk team.
  • Resolved billing discrepancies quickly, providing clear explanations to guests in order to maintain trust and satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Front Desk Agent

InterContinental Hotels, Dubai
01.2022 - 07.2023
  • Processed guest's check-ins and outs
  • Answer incoming calls promptly and courteously, providing information and assistance to guests
  • Ensure all telephone inquiries and requests are handled efficiently and accurately
  • Take guest reservations and process bookings in the hotel reservation system
  • Coordinate with other hotel departments to fulfill guest requests and ensure a seamless guest experience
  • Handle guest check-ins and check-outs, ensuring accuracy and providing a warm welcome
  • Assist guests with luggage, escorting them to their rooms and explaining hotel facilities and services
  • Provide information on local attractions, restaurants, and transportation options to enhance guest experiences
  • Handle guest complaints and resolve issues promptly and to the guest's satisfaction
  • Maintain knowledge of hotel policies, rates, and special promotions to effectively communicate with guests
  • Handle cash and credit card transactions, ensuring accuracy and following hotel procedures
  • Maintain a clean and organized front desk area, including the lobby and guest waiting area
  • Assist with administrative tasks, such as filing, data entry, and preparing reports
  • Carry out guest check-in, check-out, and requests as per LQA standards.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.

Guest Services Agent

Dubai Marine Beach Resort & Spa, Dubai
11.2020 - 01.2022
  • Assisted with guest registration and departure in a professional and friendly manner
  • Assisted guests with questions and billing issues
  • Answered phone calls promptly and knowledgeably and send and reply to emails, ensuring complete and accurate information
  • Provided accurate daily accounting procedures and handling of cash
  • Fulfilled all team leader responsibilities using strengths in interpersonal and communications skills
  • Successfully streamlined guest check-in and checkout procedures by ensuring timelines
  • Responded and took action on guest complaints and problems and made sure to find a solution
  • Resolved complex customer issues thoroughly and diplomatically, without having to escalate calls to the Manager.

Guest Relation Agent

Novotel Hotel, Egypt
11.2018 - 09.2020
  • Welcome guests during check-in and give fond farewell to guests while checkout
  • Handling guest complaints and concerns in an efficient and timely manner
  • Overseeing VIP guests, arrivals, and departures
  • Coordinating and multi-tasking job duties in a busy environment
  • Should possess detailed information about the Hotel, city as well as the competition
  • Detailed information regarding arrivals and room requirements
  • Have up-to-date information on daily room occupancy
  • Providing excellent customer service as per hotel standards
  • Greeting guests as they enter and exit the hotel
  • Providing information regarding the Hotel, town attractions, activities, etc
  • Check on VIP reservations, complete the registration formalities
  • Allocate rooms to all arriving guests
  • Maintain up-to-date information on room rates, current promotions, offers, and packages
  • Maintain all guest folios in a structured manner and type out necessary guest likes and dislikes to the appropriate fields on the profile
  • Coordinate with housekeeping for clearing of rooms
  • Collect guest feedback during guest departure along with his likes and dislikes
  • Perform basic cashier activities as and when required.

Flight Attendant

Egypt Air
03.2016 - 08.2016
  • Provided high-quality customer service, ensuring passenger comfort and satisfaction on domestic flights.
  • Assisted in the development of an in-flight entertainment system, enhancing passenger experience.
  • Participated in emergency landing drills, ensuring preparedness and safety of all passengers.
  • Facilitated communication between the cockpit crew and passengers, ensuring clear and concise announcements.
  • Served food and drinks and provided key information about these offerings to passengers during flights.
  • Pleasantly greeted passengers as they entered the aircraft and showed them where their seats were located.
  • Instructed passengers how to stow their luggage in overhead compartments and under seats.
  • Guided passengers in following safety procedures in emergency situations and offered reassurance to calm anxieties.

Education

Bachelors of Tourism & Hotel Management - Tourism& Hotel Management

Helwan University
2018

Diploma of Higher Education - Diploma in English Language

The American University in Cairo
2017

Skills

  • Opera PMS Hotel System
  • Microsoft Office
  • Social Media
  • Upselling
  • Leadership
  • VIP Services
  • Management
  • Problem Solving
  • Hospitality
  • Customer Service
  • Teamwork
  • Communication Skills
  • Professional etiquette
  • Service Management
  • Guest experiences
  • Guided tours
  • Administration
  • Reservations systems
  • Keen problem solver
  • Cash Handling
  • Scheduling and Planning
  • Staff Training and Development
  • Guest Relations
  • POS System Operation

Languages

English
Proficient
C2
Russian
Beginner
A1
Arabic
Bilingual or Proficient (C2)

Certification

  • CAP - Certified Administrative Professional

Timeline

Front Desk Supervisor

Dusit Thani Abu Dhabi
07.2023 - Current

Front Desk Agent

InterContinental Hotels, Dubai
01.2022 - 07.2023

Guest Services Agent

Dubai Marine Beach Resort & Spa, Dubai
11.2020 - 01.2022

Guest Relation Agent

Novotel Hotel, Egypt
11.2018 - 09.2020

Flight Attendant

Egypt Air
03.2016 - 08.2016

Bachelors of Tourism & Hotel Management - Tourism& Hotel Management

Helwan University

Diploma of Higher Education - Diploma in English Language

The American University in Cairo

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Ahmed Gad