AHMED RAGAB
Dubai
Summary
Experienced Front Desk Supervisor in the hospitality industry with a strong track record in guest services, team leadership, and front office operations. Effective at managing high-volume hotel environments, surpassing customer expectations. Skilled in staff training, conflict resolution, VIP guest handling, and enforcing hotel policies. Fluent in Arabic, English, and Russian for clear communication with diverse guests and team members.
Overview
7
7
years of professional experience
2018
2018
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Front Desk Supervisor
Dusit Thani Abu Dhabi
04.2024 - 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.
- 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 onboarding, coaching in customer service.
- Coordinated with housekeeping staff to ensure rooms were ready for incoming guests in a timely manner.
- Streamlined check-in and check-out processes for improved guest experience and reduced waiting times.
- Greeted visitors and guests upon arrival, offered assistance, and answered questions to build rapport and retention.
Front Desk Agent
Voco-IHG
09.2023 - 03.2024
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform guests about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to guests complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests' needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
Front Desk Agent
Nh Collection- Per Opening The Palm, Dubai-UAE
10.2022 - 09.2023
- Assisted with guest registration and departure in a professional and friendly manner.
- Assisted guests with questions and billing issues.
- Provided accurate daily accounting procedures and handling of cash.
- Successfully streamlined guest check-in and checkout procedures.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Guest Services Agent
Dubai Marine Beach Resort & Spa
11.2020 - 09.2022
- Welcome guests during check-in and give a 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 multitasking job duties in a busy environment.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Guest Relation Agent
Novotel Hotel
08.2018 - 08.2019
- Developed relationships with local businesses/vendors creating partnerships that enhance services provided to guests, further elevating their experience.
- Contributed to positive TripAdvisor reviews by consistently providing exceptional service to all guests.
- Coordinated with other departments to ensure seamless guest service throughout their stay.
- Handled room assignments thoughtfully, accommodating special requests and preferences whenever possible.
- Handled guests complaints to satisfy and retain guests.
Education
Bachelor's - Tourism & Hotels Management
Helwan University
Skills
● Management
● Customer Service
● Team leadership
● Conflict resolution
● Training and onboarding
● OPERA PMS hotel system
● VIP Services
● Hotel management
● Problem-solving
● Teamwork
● Communication skills
● Professional etiquette
● Guest experiences
● Keen problem-solver
● Invoicing and billing
Personal Information
- Date of Birth: 11/28/95
- Nationality: Egyptian
- Marital Status: Single
Certification
Sales Marketing Executive
Timeline
Sales Marketing Executive
02-2025
Front Desk Supervisor
Dusit Thani Abu Dhabi
04.2024 - Current
Front Desk Agent
Voco-IHG
09.2023 - 03.2024
Front Desk Agent
Nh Collection- Per Opening The Palm, Dubai-UAE
10.2022 - 09.2023
Guest Services Agent
Dubai Marine Beach Resort & Spa
11.2020 - 09.2022
Guest Relation Agent
Novotel Hotel
08.2018 - 08.2019
Bachelor's - Tourism & Hotels Management
Helwan University