FAREZ ABOUBACAR
Dubai,United Arab Emirates
Summary
Dedicated professional with a strong foundation in customer service and effective communication, complemented by multilingual capabilities. Demonstrates exceptional leadership and teamwork skills, consistently fostering positive interpersonal relationships and enhancing product knowledge. Adept at training and mentoring, with a proven track record in problem-solving and time management. Committed to leveraging these competencies to drive organisational success and achieve career growth within dynamic environments.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Assistant Head Concierge
One and Only Royal Mirage
Dubai
10.2024 - 11.2025
- Lead and inspire the concierge team to deliver unparalleled service and personalized guest interactions.
- Support associates in delivering top-tier customer service across all touchpoints.
- Manage front drive operations and coordinate seamlessly with valet, bellman, and doorman services.
- Optimized staffing levels for peak efficiency and guest satisfaction.
- Maintain impeccable presentation of luggage rooms and hotel assets.
- Engage with guests during peak times, promptly addressing their needs in public areas.
- Review guest feedback with associates to foster continuous improvement.
- Conduct training sessions to refine guest interactions and service excellence.
- Promote hotel amenities and uphold lobby cleanliness and orderliness.
- Develop efficient work schedules aligned with occupancy forecasts.
- Ensure high standards of appearance, punctuality, and performance among team members.
- Supervise the concierge team to ensure consistent delivery of exceptional service.
- Address guest concerns promptly, collaborating with department heads and management.
- Assist guests with inquiries and arrangements during their stay, balancing operational needs effectively.
- Provide comprehensive information on hotel services and local attractions.
- Conducted periodic performance reviews of teaching staff fostering continuous professional development.
Concierge/Bell Captain
One and Only Royal Mirage
Dubai
01.2023 - 01.2024
Assistant Bell Captain
One and Only Royal Mirage
Dubai
01.2021 - 01.2023
Senior Bellman
One and Only Royal Mirage
Dubai
01.2019 - 01.2021
Airport customer service agent
One and Only Royal Mirage
Dubai
05.2019 - 12.2019
- Assisted passengers with check-in procedures and luggage handling at airport terminals.
- Resolved customer inquiries and complaints efficiently whilst ensuring a positive travel experience.
- Coordinated boarding processes and communicated flight information to passengers in a timely manner.
- Trained new staff members on customer service protocols and operational procedures within the airport.
- Monitored and managed queue systems to reduce wait times and enhance overall customer satisfaction.
- Managed lost and found property reports, aiding in quick recovery of items.
- Provided special assistance for elderly or differently-abled travellers to enhance comfort during travels.
- Escorted guests to their transfers, ensuring a smooth and pleasant journey.
Bellman
One and Only Royal Mirage
Dubai
01.2016 - 04.2018
- Assisted guests with luggage transport ensuring smooth arrivals and departures.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Coordinated with front desk to ensure timely room assignments and guest requests were fulfilled.
- Maintained cleanliness and organisation of lobby and common areas creating welcoming environment.
- Collaborated with team members to improve service efficiency and streamline operational processes.
- Assisted in luggage management for smoother check-ins and check-outs.
- Collaborated with concierge team to provide comprehensive guest services.
- Transported luggage securely from reception to assigned rooms without any losses or damage incidents reported during tenure.
Telephone operator
One and Only Royal Mirage
Dubai
02.2015 - 12.2015
- Managed incoming calls by providing accurate information and directing queries to appropriate departments.
- Assisted customers with inquiries and resolved issues in a professional and courteous manner.
- Operated telephone systems and equipment to ensure seamless communication across various channels.
- Coordinated with team members to streamline call handling processes and improve service delivery.
- Documented call interactions and maintained records to support efficient tracking of customer requests.
- Trained new staff on telephone operating procedures and customer service expectations.
- Promoted additional services or product offerings during interaction with clients where suitable, supporting overall sales efforts.
- Maintained company's professional image with polite and attentive telephone manner.
Education
Diploma - Computer Science
MAKERERE UNIVERSITY BUSINESS SCHOOL
Kampala Uganda 05.2012 - 08.2014
Skills
- Customer Service
- Teamwork,
- Interpersonal Skills
- Product Knowledge
- Time Management
- Leadership
- Effective Communication
- Multilingual
- Training and Mentoring
- Problem-solving
- Communication skills
Websites
Languages
English
Proficient (C2)
French
Proficient (C2)
Swahili
Proficient (C2)
Affiliations
- Football
- fitness
- Reading Newsletter
- Learning
- Travelling
Accomplishments
Awarded Best Employee Of The Year 2018.
Certified Department Trainer 2024
Certification
Code Of Business Conduct and Ethics course by Kerzner
Autism and Sensory Awareness training
Timeline
Assistant Head Concierge
One and Only Royal Mirage
10.2024 - 11.2025
Concierge/Bell Captain
One and Only Royal Mirage
01.2023 - 01.2024
Assistant Bell Captain
One and Only Royal Mirage
01.2021 - 01.2023
Airport customer service agent
One and Only Royal Mirage
05.2019 - 12.2019
Senior Bellman
One and Only Royal Mirage
01.2019 - 01.2021
Bellman
One and Only Royal Mirage
01.2016 - 04.2018
Telephone operator
One and Only Royal Mirage
02.2015 - 12.2015
Diploma - Computer Science
MAKERERE UNIVERSITY BUSINESS SCHOOL
05.2012 - 08.2014