Eslam Badr
Dubai,United Arab Emirates
Summary
Hospitality professional with over 10 years of experience in Front Office and Guest Services within reputable hotels in the UAE. Currently working as a Front Desk Supervisor, with proven ability to manage daily operations and act as Duty Manager and Night Manager when required. Highly disciplined, detail-oriented, and driven by integrity and urgency to meet operational and guest satisfaction goals. Strong leadership, administrative, and customer service skills with the ability to adapt quickly to new challenges in multicultural environments.
Overview
13
13
years of professional experience
2011
2011
years of post-secondary education
1
1
Certification
Work history
Front Desk Supervisor
Rove Hospitality – Dubai Parks & Resorts, UAE
12.2024 - 02.2026
- Supervise daily Front Office operations to ensure smooth shift flow and high guest satisfaction.
- Act as Duty Manager and Night Manager when required.
- Build and maintain strong guest relationships from arrival through departure to foster loyalty.
- Ensure achievement of monthly and annual KPIs.
- Enforce hotel standards, policies, and operational procedures.
- Handle escalated guest complaints and provide effective service recovery.
- Support training, coaching, and performance development of front desk team members.
- Strong working knowledge of Opera PMS, Microsoft Office, and reservation systems.
- Handle E-Pay Link payments, cashiering, and financial accuracy.
- Arrange guest transportation and manage special requests.
- Prepare night audit reports, credit card reconciliation, and DPR ticket issuance.
- Update Night Reports and Guest Feedback Reports.
- Coordinate room allocation, upgrades, late check-outs, and special arrangements in line with availability and revenue guidelines.
- Improved customer relations by handling complaints with professionalism and courtesy.
- Trained new employees in using hotel software systems, increasing efficiency on the job.
- Managed cash drawer and financial transactions accurately for proper accounting records.
Front Desk Agent
Rove Hospitality – Dubai Parks & Resorts, UAE
07.2021 - 11.2024
- Managed front desk operations and supported Duty/Night Manager responsibilities when required.
- Delivered consistent, high-quality guest service throughout guest journey.
- Ensured compliance with hotel standards and procedures.
- Achieved operational KPIs and service targets.
- Handled guest complaints professionally and efficiently.
- Assisted with onboarding and training of new joiners.
- Operated Opera PMS, managed reservations, and handled cashier transactions.
- Processed check-ins, check-outs, billing, payments, refunds, and adjustments.
- Arranged guest transportation and responded to guest inquiries.
- Prepared night audit reports, credit card reconciliation, and DPR ticket handling.
- Provided wake-up call services punctually as requested by guests.
- Responded swiftly in emergency situations, ensuring safety of all guests.
- Provided hotel information for guest convenience.
- Ensured smooth check-ins and check-outs for optimal guest experience.
- Liaised with housekeeping staff to ensure timely room preparation for incoming guests.
- Maintained a clean reception area to create a welcoming environment.
- Handled confidential information discreetly to maintain privacy and trust of guests.
- Facilitated communication between hotel departments for efficient operations.
- Multitasked efficiently during peak hours without compromising on service quality.
- Updated records regularly for accurate tracking of guest stay details.
- Kept abreast with local events and attractions, providing valuable recommendations to guests.
- Managed incoming calls, ensuring professional service.
- Monitored inventory to keep adequate stock of office supplies at the front desk.
- Improved customer satisfaction by managing complaints effectively.
- Coordinated room bookings, maximising occupancy rates.
- Managed payment transactions with utmost accuracy and honesty.
- Coordinated with maintenance department promptly when repairs were needed in guest rooms or common areas.
- Processed reservation requests from various channels accurately to avoid double bookings.
- Delivered excellent customer service by understanding and catering to guests' needs promptly.
- Assisted guests with luggage for enhanced comfort and ease.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Guest Service Supervisor
Majestic Hotel – Dubai, UAE
01.2015 - 01.2019
- Supervised night operations to ensure smooth hotel performance and guest satisfaction.
- Managed guest requests and complaints efficiently.
- Led, coached, and trained night staff according to hotel policies and procedures.
- Ensured optimal staffing levels and proper task allocation.
- Maintained records of guest complaints and unusual incidents.
- Prepared detailed handover reports for management follow-up.
- Planned and supervised reception operations including VIPs, group arrivals, and room assignments.
- Conducted on-the-job training and motivated staff for excellent performance.
- Enforced Fire, Life & Safety procedures at all times.
Guest Service Agent
Novotel World Trade Center – Dubai, UAE
01.2013 - 01.2015
- Processed guest check-ins and check-outs efficiently.
- Verified guest identities and accommodated special requests.
- Handled all payment types, vouchers, paid-outs, and charges.
- Balanced cashier transactions and completed shift reconciliations.
- Provided high-quality customer service for enhanced guest experience.
Education
Bachelor of Social Work - Social Work
Higher Institute of Social Services – Alexandria University
Alexandria, EgyptSkills
- Front Office & Night Operations
- Front Desk Supervision
- Guest Relations & Service Recovery
- Duty Manager Responsibilities
- Cashiering & Financial Reconciliation
- Problem Solving & Incident Reporting
- Opera PMS & Reservation Systems
- Administrative & Reporting Tasks
- Team Training & Development
- Multitasking & Attention to Detail
- Microsoft Office Suite
Websites
Certification
- Lobster Ink – Front Office Program (2018)
- Front Office Essentials
- Front Office Fundamentals
- Check-in & Check-out Fundamentals
- Front Office Upselling
- Front Office Communications
- Front Office Reservations
Languages
Arabic (Native)
English (Professional)
Timeline
Front Desk Supervisor
Rove Hospitality – Dubai Parks & Resorts, UAE
12.2024 - 02.2026
Front Desk Agent
Rove Hospitality – Dubai Parks & Resorts, UAE
07.2021 - 11.2024
Guest Service Supervisor
Majestic Hotel – Dubai, UAE
01.2015 - 01.2019
Guest Service Agent
Novotel World Trade Center – Dubai, UAE
01.2013 - 01.2015
Bachelor of Social Work - Social Work
Higher Institute of Social Services – Alexandria University