Amir Soliman Rezk Soliman Gerges
Dubai,United Arab Emirates
Summary
Dynamic and results-oriented hospitality professional with extensive experience as a Duty Manager and a strong track record in front office operations, guest services, and team supervision. Adept at leading front desk teams, improving service standards, and managing day-to-day operations to deliver outstanding guest experiences. Proven ability to coordinate effectively across departments, implement process improvements, and drive staff engagement to meet and exceed performance targets. Skilled in handling high-pressure situations with professionalism and poise, ensuring operational excellence and guest satisfaction. Now seeking to transition into a Front Office Manager role where I can contribute strategic leadership, operational expertise, and a passion for service excellence.
Overview
18
18
years of professional experience
2008
2008
years of post-secondary education
Work history
Duty/Night Manager – Front Office
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
Dubai, United Arab Emirates
01.2025 - 09.2025
- Supervise daily operations across all hotel departments to ensure smooth and efficient service delivery.
- Act as the primary point of contact for guests, handling escalated complaints and special requests to guarantee high satisfaction levels.
- Coordinate with front office, housekeeping, food & beverage, and maintenance teams to uphold service standards and operational efficiency.
- Monitor guest feedback and implement service improvements to enhance overall guest experience and TripAdvisor scores.
- Conduct shift briefings, manage staff performance, and provide on-the-job training and support.
- Perform regular inspections of hotel facilities and public areas to maintain cleanliness, safety, and brand compliance.
- Ensure smooth running of hotel operations during night shifts, managing all front desk activities and guest services.
- Manage emergency situations, health and safety incidents, and security concerns in accordance with hotel policy.
- Prepare and submit daily shift reports, highlighting key issues, guest concerns, and departmental updates to senior management.
- Support revenue management through effective room inventory control and upselling strategies at the front desk.
- During night shifts: *Ensure smooth running of hotel operations and managing all front desk activities and guest services. *Handle guest inquiries, resolve complaints, and provide personalized services to enhance the guest experience, ensuring high levels of satisfaction. *Prepare the night reports and submit them to upper management. *Provide a summary of the night's operations, revenue performance, and any critical issues that need addressing and prepare a comprehensive handover report for the morning shift, summarizing key activities, guest interactions, and any unresolved issues. *Ensure a smooth transition for the day team by highlighting ongoing tasks or critical areas of attention.
- Supervise Night Staff: Manage and coordinate the night shift team, including front desk staff, security personnel, and housekeeping, ensuring proper coverage and performance.
Front Office Supervisor
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
Dubai, United Arab Emirates
09.2020 - 12.2024
- Ensures Outstanding customer care at all times.
- Maintains a friendly, professional, cheerful and courteous demeanor at all times.
- Accurately answers inquiries from potential guests and accepts hotel reservations.
- Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency.
- Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
- Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.
- Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
- Trains and directs the work flow and processes of the front desk.
- Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
- Resolves customer issues, complaints and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Adheres to company credit limit policies.
- Allocates rooms to expected arrivals after checking the guests preferences and special requests.
- Builds strong relationships and coordinates with all other department's especially housekeeping, reservations etc.
- Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner.
- Cross checks all billing instructions are correctly updated.
- Handles bus group arrivals and corporate market segment groups and pre-registers each guest and ensures payment is made in full for the group or that billing is correct.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel policies and procedures.
- Performs other duties as assigned, requested or deemed necessary by management.
- Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.
- Participates in hotel committees and task force assignments.
- Takes responsibility in the absence of the Hotel Manager and Assistant Hotel Manager.
- Produces hotel front desk schedules.
- Participates in the budget and forecast reporting.
- Ensures time and attendance policies and payroll are accurately reflected.
- Attends meetings as required.
- Ensures front desk supplies are stocked and computer equipment functioning properly.
- Oversees front office and ensures that all is up to standard all the time.
Guest Service Executive – Front Office
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
Dubai, United Arab Emirates
10.2017 - 09.2020
Guest Service Officer – Reservations
Conrad Dubai Hotel (Hilton Group)
Dubai, United Arab Emirates
01.2016 - 10.2017
Night Manager
Xperience St. George Homestay Resort
Sharm El - Sheikh, Egypt
07.2012 - 11.2013
Front Office Supervisor/Rooms Controller
Xperience St. George Homestay Resort
Sharm El - Sheikh, Egypt
07.2011 - 07.2012
Front Office Shift Leader
St. George The Three Corners Resort
Sharm El - Sheikh, Egypt
07.2010 - 07.2011
Receptionist
St. George The Three Corners Resort
Sharm El - Sheikh
07.2008 - 07.2010
Telephone Operator
St. George The Three Corners Resort
Sharm El - Sheikh, Egypt
10.2007 - 07.2008
Education
Bsc. of arts - English Language
El - Menoufia
05.2007
Skills
- Operating systems (Dos, Windows 9x and NT)
- Office programs (2000, XP, 2003, 2007, Etc)
- Internet applications
- Opera Opera Cloud
- Fidelio
- ONQ
- Comsys Ultra 482
- HotSOS
- Micros
- Adaco
Languages
Arabic
English
Personal Information
- Number of Children: 2
- Date of birth: 09/09/1986
- Nationality: Egyptian
- Marital status: Married
Courses
- Magnums 7 Stars Butler Academy Graduator in 2022
- Dubai Way (Dubai College of Tourism) Champion in 2018
- Communication skills
- Fire fighting and saving
- Telephone Manners
Timeline
Duty/Night Manager – Front Office
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
01.2025 - 09.2025
Front Office Supervisor
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
09.2020 - 12.2024
Guest Service Executive – Front Office
Jumeirah Dar Al Masyaf - Madinat Jumeirah Resort
10.2017 - 09.2020
Guest Service Officer – Reservations
Conrad Dubai Hotel (Hilton Group)
01.2016 - 10.2017
Night Manager
Xperience St. George Homestay Resort
07.2012 - 11.2013
Front Office Supervisor/Rooms Controller
Xperience St. George Homestay Resort
07.2011 - 07.2012
Front Office Shift Leader
St. George The Three Corners Resort
07.2010 - 07.2011
Receptionist
St. George The Three Corners Resort
07.2008 - 07.2010
Telephone Operator
St. George The Three Corners Resort
10.2007 - 07.2008
Bsc. of arts - English Language
El - Menoufia
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