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

Reservations management

Teamwork and Collaboration

MS Office

Excellent Communication

Guest experiences

Working under pressure

Team Wrorker

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