Abdul Rahman Marrah
Dubai
Summary
Dynamic, energetic, and results-driven sales professional with a strong track record in driving sales performance and boosting team productivity. Known for a proactive approach and a positive attitude, with proven expertise in coaching and developing teams to exceed targets and consistently deliver exceptional customer experiences. Expert in capturing guests' attention, promoting hotel products, and resolving issues effectively. Skilled in prospecting, ability utilize sales techniques to secure a business. Ability to bring people together to foster a collaborative work culture that aligns with and surpasses organizational objectives. Known for strong communication, problem-solving abilities, and a commitment to high standards in customer satisfaction and revenue growth.
Overview
11
11
years of professional experience
Work History
Team Leader Contact Center, Reservation & Customer Service
Atlantis Resort
11.2021 - Current
- Train new hires and other cross exposure colleagues.
- Deliver training sessions through one-on-one coaching, and workshops.
- Conduct evaluations to measure the effectiveness of training programs and find areas for improvement.
- Lead a group of 35 to 40 colleagues with 2,393 hotel rooms, over 30 restaurants across the property.
- Maintain up-to-date knowledge of sales strategies, rates, products, packages, facilities, and inventory.
- Embodied brand standards, using outstanding communication to deliver high-quality guest service.
- Adhere and constantly follow IFH, Forbes calls and quality standards.
Reservations Team Lead
Novotel by Accor
03.2021 - 11.2021
- Ensure all reservation requests, confirming or cancelling bookings and sending confirmation letters or emails within 24 hours.
- Trained colleagues upselling techniques to promote the hotels BAR rates and facilities to guests, maximizing revenue.
- Review travel agent bookings and allotments to ensure that the correct market segments, rate codes, block codes and packages applied.
- Reconcile commissionable bookings using FASTCOM Web.
Senior Reservations, Room
Radisson Blu Resort
12.2019 - 05.2020
- Receive all hotel enquiries via email or telephone and reply as proper.
- Update No Shows, cancellations, and all commissionable bookings.
- Upsell the hotel facilities to maximize revenue and, at the same time, meet the guests' expectations.
Senior Supervisor, Reservations & Reception
Radisson Collection Hotel
08.2018 - 12.2019
- Oversee the daily operations of the reservations team, ensuring all tasks completed efficiently and accurately.
- Foster a positive and collaborative work environment, encouraging teamwork and continuous improvement.
- Develop and implement processes to streamline reservation workflows and improve overall efficiency.
- Communicate any changes in policies, procedures, or promotions to the reservations team promptly.
Senior Housekeeping Supervisor
NOFA Resort & Club
02.2018 - 08.2018
- Company Overview: (Preopen)
- Accurately managed rosters, leave requirements and absences, ensuring proper guidelines.
- Submitted repair requests to maintenance teams for prompt remedy.
- Evaluated housekeepers' performance, providing constructive feedback to improve efficiency.
- Examined rooms, lounge areas and stairways to find cleaning requirements and support safe and appealing appearance and standards.
- Oversaw staff to gauge work productivity, performance, and responsibility, delivering quality standards and following regulations.
- (Preopen)
Reservations Agent
Radisson Blu Hotel
01.2016 - 02.2018
- Received incoming reservations enquiries and updated existing bookings in line with established policies and procedures.
- Processed payments and sent confirmation details to customers via email.
- Help customers with finding favorable rates for desired reservation dates, and room types.
Housekeeping Supervisor
Radisson Blu Hotel
03.2014 - 12.2015
- Assign housekeeping staff on specific shifts, based on abilities and daily requirements.
- Supervised housekeeping personnel in busy hotel environments with 170 rooms.
- Submitted repair requests to maintenance teams for prompt remedy.
- Coordinate and supervise deep cleaning activities.
- Prepare store requisitions, monthly inventory reports for housekeeping and minibar.
- Supervise hotel minibar operations and train new colleagues.
- Supervise the business lounge and ensure that daily amenities replenished.
Education
Certificate of Higher Education - MS Office Applications Advance
Elegant Training Institute
01.2023
Certificate in Hotel Management - Hotel and Tourism Management
Institute of Aviation and Tourism Studies
01.2017
Skills
- Excellent Communication Skills
- Customer Sales
- Product Storytelling
- Sales Expertise
- Customer Needs Analysis
- Prospecting
- Closing Sales
- Problem Solving
- MS Office
- Travel Planning
- Leadership
- Team building
- Task Delegation
- Conflict management
- Decision making
- Critical Negotiation
- Listening
- Training and Development
- Telecoms Sales
- Business Acumen
- Offering Sales Support
- Booking Coordination
- Organisational Skills
- Issue Resolution
Languages
English
References
On request
Timeline
Team Leader Contact Center, Reservation & Customer Service
Atlantis Resort
11.2021 - Current
Reservations Team Lead
Novotel by Accor
03.2021 - 11.2021
Senior Reservations, Room
Radisson Blu Resort
12.2019 - 05.2020
Senior Supervisor, Reservations & Reception
Radisson Collection Hotel
08.2018 - 12.2019
Senior Housekeeping Supervisor
NOFA Resort & Club
02.2018 - 08.2018
Reservations Agent
Radisson Blu Hotel
01.2016 - 02.2018
Housekeeping Supervisor
Radisson Blu Hotel
03.2014 - 12.2015
Certificate in Hotel Management - Hotel and Tourism Management
Institute of Aviation and Tourism Studies
Certificate of Higher Education - MS Office Applications Advance
Elegant Training Institute
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