Andrew Victor Tawadrous
Dubai
Summary
Leader prioritizing exceptional customer service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments.
Overview
9
9
years of professional experience
Work History
Duty Manager (acting as AFOM)
Hilton Dubai Jumeirah Resort
03.2021 - Current
- Initiated and implemented plans to improve guest relations, quality standards and service efficiency.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Completed weekly front office rota to guarantee optimal cover for operations.
- Handled guest complaints to protect brand reputation.
- Actioned and resolved guest feedback to boost service quality.
- Oversaw emergency procedures and administered first aid.
- Used guests satisfaction survey findings to address improvement areas.
- Attending finance meetings on behalf of Front Office.
Front Office Supervisor
Hilton Dubai Jumeirah Resort
05.2018 - 03.2021
- Acting as a duty manger and night manager.
- Address guest complaints with most effective solutions.
- Promote and administer Hilton Marketing Programs.
- Co-ordinate with all departments concerned to ensure smooth running of the Front Office.
- Prepare a log book and submit to Manager in charge.
- Supervise and ensure that the lobby is well maintained.
- Train, schedule, supervise and coach New employees.
Receptionist
Hilton Dubai Jumeirah Resort
04.2016 - 05.2018
- Greeted incoming guests in a professional manner and provided friendly, knowledgeable assistance.
- Managed guest accounts with zero error, reviewing cashiers reports and verifying balances, banks and deposits.
- Processed guest payments, including vouchers and online payments.
- Maximized front desk efficiencies by producing well-structured, comprehensive training manuals.
- Reduced waiting times through effective time and resource management.
- Represented company and promoted brand with exceptional service and presentation.
- Top upseller.
- Excellent OnQ PMS knowledge.
Receptionist
Hilton Hurghada Resort
11.2014 - 03.2016
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Assigning rooms and balancing the availability of the current day.
- Managing day to day arrivals and departures and making sure the guest's experience is shown on the hotel's SALT.
- Delivered front of house duties with warm and professional manner.
- Preparing invoice's according to the guest's request and monitoring payments.
- Dealing with special requests from guests and directing them to correct locations.
Education
Hilton Lead 2.1 Program
2021
Dubai Way Service Culture
2020
Bachelor Degree - Tourism & Hotel Management
Arab Academy for Science and Technology
Alexandria2014
Skills
- Employee development
- Front desk operations
- Customer relations expertise
- Inter-departmental coordination
- Guest engagement strategies
- Guest experience improvement
- People management
Additional Information
Date of Birth: 26.11.1990
Nationality: Egyptian
Driving License: B
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced
C1
Russian
Elementary
A2
Timeline
Duty Manager (acting as AFOM)
Hilton Dubai Jumeirah Resort
03.2021 - Current
Front Office Supervisor
Hilton Dubai Jumeirah Resort
05.2018 - 03.2021
Receptionist
Hilton Dubai Jumeirah Resort
04.2016 - 05.2018
Receptionist
Hilton Hurghada Resort
11.2014 - 03.2016
Hilton Lead 2.1 Program
Dubai Way Service Culture
Bachelor Degree - Tourism & Hotel Management
Arab Academy for Science and Technology
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