Hesham Wahbah
Front Office Supervisor
Dubai,DU
Summary
Experienced Front Office Supervisor in a 5-star hotel, skilled in guest relations, team leadership, and operational coordination. Strong communicator with a proven track record in resolving issues and delivering excellent service. Committed to maintaining high standards and fostering positive client and community relationships.
Overview
9
9
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Front Office Supervisor
Mandarin Oriental Hotel Group
03.2024 - Current
- Supervise daily front desk operations, ensuring excellent customer service and smooth coordination across departments.
- Lead, train, and support team members, promoting a culture of accountability, teamwork, and service excellence.
- Handle guest complaints and escalations professionally, ensuring timely resolution and guest satisfaction.
- Coordinate with multiple departments (e.g., housekeeping, engineering) to ensure community spaces and services are operating effectively.
- Maintain service quality standards, ensuring that front-line interactions align with company values and operational policies.
Front Office Agent
Mandarin Oriental Hotel Group
09.2022 - 03.2024
- Provided professional and friendly guest service, ensuring a welcoming experience from arrival to departure.
- Responded promptly to guest requests and concerns, coordinating with other departments to ensure timely solutions.
- Managed front desk tasks such as handling reservations, processing payments, and maintaining accurate guest records.
Guest Communication Agent
Mandarin Oriental Hotel Group
02.2022 - 08.2022
- Handled guest requests, feedback, and complaints with professionalism, following up with relevant departments to ensure resolution.
- Monitored guest satisfaction and service delivery, helping enhance overall guest experience and loyalty.
Front Office Supervisor
Mountain Breeze Resort
04.2020 - 12.2021
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
Front Office Agent
Mountain Breeze Resort
07.2016 - 05.2020
- Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
Education
M.D. - Quality Management
Syrian Virtual University
Virtual 04.2001 -
Bachelor of Science - Civil Engineering
Tishreen Universty
Latakia, Syria 04.2001 -
Skills
Leadership and tem supervision
Problem Solving & Conflict Resolution
Staff training and development
Professionalism & Adaptability
Property Management Systems (PMS)
Strong Communication Skills (Arabic & English)
Multitasking & Time-management
Certification
Team Leadership / GoSkills.com
Timeline
First Aid
02-2025
Team Leadership / GoSkills.com
05-2024
Front Office Supervisor
Mandarin Oriental Hotel Group
03.2024 - Current
Fire Marshal / Dubai Police Academy
02-2024
Front Office Agent
Mandarin Oriental Hotel Group
09.2022 - 03.2024
Guest Communication Agent
Mandarin Oriental Hotel Group
02.2022 - 08.2022
Front Office Supervisor
Mountain Breeze Resort
04.2020 - 12.2021
Front Office Agent
Mountain Breeze Resort
07.2016 - 05.2020
M.D. - Quality Management
Syrian Virtual University
04.2001 -
Bachelor of Science - Civil Engineering
Tishreen Universty
04.2001 -