Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Frouk Moustafa

Guest Relation Coordinator
Dubai
Frouk Moustafa

Summary

Highly communicative professional with more than 9 years of expertise as front office for high-end hotel chains. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance and seek with maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level guest relation position. Ready to help team achieve company goals.

Overview

9
years of professional experience
4
years of post-secondary education
2
Languages

Work History

Rose Rayhaan By Rotana
Dubai

Guest Relations Coordinator
02.2020 - Current

Job overview

  • Handled customer complaints to satisfy and retain guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Compiled feedback to help management improve guest relations policies and prevent common conflicts.
  • Anticipated and attentively handled guest needs or concerns.
  • Engaged guests through upbeat conversation and personalized service.
  • Logged guest interactions via email, phone and in-person in computer system.
  • Distributed promotional items and coordinated special guest engagement events.
  • Advised guests about on-property and off-site amenities best suiting needs.
  • Typed up professional business correspondence, reports and other documents.
  • Answered multi-line telephone system to aid guests, direct callers and take messages.
  • Managed check-in and check-out procedures for guests.
  • Assisted guests with variety of services and local attraction information.

Hala Arjaan By Rotana
Abu Dhabi

Front Desk Team Leader
02.2018 - 02.2020

Job overview

  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Collected room deposits, fees, and payments.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Used internal software to process reservations, check-ins and check-outs.
  • Completed daily logs for management review.

Hili Rayhaan By Rotana
Al Ain-Abu Dhabi

Front Office Team Leader
02.2016 - 01.2018

Job overview

  • Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
  • Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services.
  • Processed check-ins and check-outs, created reservations and processed special requests.
  • Drove sales and maximized revenue by up-selling rooms and amenities.
  • Aided colleagues, managers, and customers through regular communication and assistance.
  • Welcomed patrons and immediately offered assistance by asking open-ended questions.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Al Rawada Arjaan By Rotana
Abu Dhabi

Front Desk Agent
04.2014 - 01.2016

Job overview

  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Check in and out the guests with professional standard
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Used internal software to process reservations, check-ins and check-outs.
  • Collected room deposits, fees, and payments.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.

Education

Zagazig University
Egypt

Bachelor of Accountancy from Business Administration
09.2008 - 06.2012

University Overview

Skills

    Guest accommodations

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Timeline

Guest Relations Coordinator
Rose Rayhaan By Rotana
02.2020 - Current
Front Desk Team Leader
Hala Arjaan By Rotana
02.2018 - 02.2020
Front Office Team Leader
Hili Rayhaan By Rotana
02.2016 - 01.2018
Front Desk Agent
Al Rawada Arjaan By Rotana
04.2014 - 01.2016
Zagazig University
Bachelor of Accountancy from Business Administration
09.2008 - 06.2012
Frouk MoustafaGuest Relation Coordinator