Ahmed Samir
Sharjah
Summary
A dynamic hospitality professional with a strong desire to enhance guest experiences. Eager to contribute expertise as part of your team. Proven track record in front office management. Brings unwavering commitment to service excellence and genuine passion for creating memorable guest encounters. By leveraging leadership skills and dedication to delivering exceptional customer service, confident in ability to make a positive impact on your organization.
Developed key management and customer service skills in high-paced hospitality environment. Skilled in handling guest relations, team coordination, and problem-solving to ensure operational efficiency. Seeking to transition into new field where these transferable skills can add value and drive success.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
12
12
Certifications
2
2
Languages
Work History
Cluster Assistant Front Office Manager
Time Ruby & Time Express
Sharjah
06.2023 - Current
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Created organized filing system to manage department documents.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Created reports, presentations and other materials for executive staff.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Created, prepared, and delivered reports to various departments.
Duty Manager
Time Oak Hotel & Suites
Dubai
12.2021 - 06.2023
- Assisting Front Office Manager in day to day operation of the front office department
- Managing/supervising and overseeing the operational activities of Reception, Guest Services, and Valet to ensure the standards are maintained
- Monitoring RGSS results, Trip Advisor, Booking.com and other guest satisfaction surveys to improve the service
- Conducting midyear/annual performance reviews including personal development plan for each colleague throughout the year
- Conducting daily department briefings to ensure all colleagues are aware of the daily issues, VIP, group arrivals, functions, events inside and outside the hotel
- Monitoring guest high balance, credit limit, daily cash, credit card, city Ledger and other transactions to ensure that all postings are charge correctly
- Assigning, coordinating, delegating tasks & supervising work activities of the team
- Preparing weekly/monthly training & development plan for all FO colleagues, preparing staffing schedules, duty roster, completing payroll & monitoring labor costs
- Taking personal responsibility to solve guest problems and providing information & direction to staff to achieve maximum occupancy
Duty Manager
IBIS STYLES DUBAI JUMEIRA
Dubia
05.2018 - 12.2021
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Trained employees in essential job functions.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Supervised and coordinated team to provide guidance and support and maximize performance.
Front Office Supervisor
RAMADA BY WYNDHAM ABU DHABI
Abu Dhabi
01.2017 - 04.2018
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Guest Service Team Leader
CENTRO AL MANHAL BY ROTANA
Abu Dhbai
02.2013 - 01.2017
Front Desk Agent
CENTRO AL BARSHA BY ROTANA
Dubai
05.2011 - 02.2013
Front Desk Agent
NOVOTEL & IBIS WORLD TRADE CENTER DUBAI
Dubai
03.2009 - 04.2011
- Boosted guest satisfaction scores by 20% through personalized service
- Managed 100+ daily check-ins/outs with 99% accuracy
- Increased upsell revenue by 15% with strategic offers
- Resolved 95% of guest issues, enhancing brand loyalty
- Implemented a new booking system, reducing errors by 25%
- Achieved a 98% positive feedback rate on customer service
- Streamlined check-in process, cutting wait times by 50%
- Orchestrated seamless group bookings for 200+ guests
Education
Graduate -
High Institute of Computer in Tanta University
Egypt 01.2004 - 01.2006
Skills
Guest relations management
Communication management
Hospitality services
Team management
Customer service
Front desk operations
Complaint handling
Operations management
Data inputting
Financial reporting
Property management systems
Staff training and development
Employee supervision
Staff supervision
Certification
Data entry CID Certifications
Accomplishments
- Boosted guest satisfaction scores by 20% through personalized service
- Managed 100+ daily check-ins/outs with 99% accuracy
- Increased upsell revenue by 15% with strategic offers
- Resolved 95% of guest issues, enhancing brand loyalty
- Implemented a new booking system, reducing errors by 25%
- Achieved a 98% positive feedback rate on customer service
- Streamlined check-in process, cutting wait times by 50%
- Orchestrated seamless group bookings for 200+ guests
Timeline
Cluster Assistant Front Office Manager
Time Ruby & Time Express
06.2023 - Current
Duty Manager
Time Oak Hotel & Suites
12.2021 - 06.2023
Duty Manager
IBIS STYLES DUBAI JUMEIRA
05.2018 - 12.2021
Front Office Supervisor
RAMADA BY WYNDHAM ABU DHABI
01.2017 - 04.2018
Guest Service Team Leader
CENTRO AL MANHAL BY ROTANA
02.2013 - 01.2017
Front Desk Agent
CENTRO AL BARSHA BY ROTANA
05.2011 - 02.2013
Front Desk Agent
NOVOTEL & IBIS WORLD TRADE CENTER DUBAI
03.2009 - 04.2011
Graduate -
High Institute of Computer in Tanta University
01.2004 - 01.2006
Data entry CID Certifications
Managing employee development by Rotana
OJT (On Job Trainer) by Rotana
Basic First Aid by Rotana
Working Smart Focusing on your Customer
Induction Discover Accor
Reservations Ibis hotel
Front Office Customer service agent
Team Leader training in Amwaj Rotana
Team Leader training in Centro Rotana
Department trainer coordinator
Destination Leadership
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