Hamza Ghladi
Guest Experience Supervisor / Acting Assistant Guest Experience Manager
Abu Dhabi
Summary
An organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Guest Experience Supervisor
The Abu Dhabi EDITION
Abu Dhabi
09.2021 - Current
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction
- Monitored guest experience agents for efficiency and accuracy of response to guest complaints
- Hired and trained new employees, demonstrating best methods for serving guests
- Motivated and rewarded employees to improve engagement
Guest Experience Agent
The Abu Dhabi EDITION
Abu Dhabi
02.2020 - 08.2021
- Demonstrated modern luxury through elegance and sophistication and providing positive individualized service to all our guests
- Set goals for performance and deadlines in ways that streamline with company's plans and vision and communicate them to subordinates
- Using Opera, GXP, Micros, Eat2Eat, Outlook & Microsoft Office Programs (Word, Excel etc.)
Guest Services Agent (Receptionist)
The Westin Doha Hotel & SPA
Doha
12.2017 - 01.2020
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Billing and cash dealing as well as inventory management
Duty Free Agent
Mohammed V Airport
Casablanca
08.2017 - 12.2017
- Greeted customers in a timely fashion while quickly determining their needs
- Recommended merchandise to customers based on their needs and preferences
- Maintained knowledge of current sales and promotions, policies regarding payment and
Transit Agent (Trainee)
Mohammed V Airport
Casablanca
07.2016 - 08.2016
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Demonstrated respect, friendliness and willingness to help wherever needed
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
Vocational Degree - Aviation and Tourism
IFMAT (Institute of Aviation And Tourism Business)
Casablanca, Morocco 07.2015 - 07.2017
Baccalaureate - Physics
Addoha 2
Casablanca, Morocco 01.2014 - 07.2015
Skills
Complaint resolution
Timeline
Guest Experience Supervisor
The Abu Dhabi EDITION
09.2021 - Current
Guest Experience Agent
The Abu Dhabi EDITION
02.2020 - 08.2021
Guest Services Agent (Receptionist)
The Westin Doha Hotel & SPA
12.2017 - 01.2020
Duty Free Agent
Mohammed V Airport
08.2017 - 12.2017
Transit Agent (Trainee)
Mohammed V Airport
07.2016 - 08.2016
Vocational Degree - Aviation and Tourism
IFMAT (Institute of Aviation And Tourism Business)
07.2015 - 07.2017
Baccalaureate - Physics
Addoha 2
01.2014 - 07.2015
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