Hussein Ismail
Dubai
Summary
Dynamic and results-oriented Guest Relations Executive with a passion for delivering exceptional customer experiences. Leveraging a diverse skill set in communication, problem-solving, and relationship-building, I aim to enhance guest satisfaction and loyalty while driving operational excellence. Seeking to contribute my expertise in hospitality management to a forward-thinking organization dedicated to delivering memorable guest experiences and exceeding service expectations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
A. Reception Manager- Guest Relations Executive
Belcanto Restaurant
01.2024 - Current
- Served as the main point of contact for VIP guests and kept restaurant departments briefed on individual requirements.
- Managed and improved customer service functions for reception and reservations areas.
- Established a welcoming atmosphere at the front desk area through impeccable presentation and demeanor.
- Supported restaurant marketing initiatives through active engagement on social media platforms and response management on review websites.
- Directed staff to handle the needs of individual guests to resolve issues and generate positive customer experiences.
- Consistently exceeded sales targets by upselling additional services and enhancing overall revenue generation.
- Managed guest feedback effectively, implementing necessary changes for continuous improvement.
- Assisted in training new team members, contributing to a consistently high-performing staff.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices among colleagues.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Developed strong rapport with guests, leading to increased loyalty and repeat business.
- Organized special events and activities for guests, creating memorable experiences.
- Collaboration with concierge services to increase footfall.
- Managing large groups for weddings, seminars, conferences, and other events, providing the best service, and coordinating with all departments to make the event successful.
- Assisted in the hiring, training, and mentoring new staff members, fostering a collaborative work environment focused on excellent customer service.
- Organized and updated databases, records, and other information resources.
- Created reports, presentations, and other materials for executives.
Guest Relation Executive
Belcanto restaurant
03.2023 - 01.2024
- Managed and improved customer service functions for reception.
- Served as the main point of contact for VIP guests.
- Finding strategies and ways to increase the footfall for the restaurant.
- Creating a personal database to build personalized relationships with our guests.
- Create packages for special occasions and always come up with ideas that help enhance the monthly revenue by 5%, up to 7%.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Implemented successful strategies to increase customer satisfaction.
- Supervised a team of 6 front desk agents and helped to resolve issues arising during shifts.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Solicited and reviewed guest feedback and promptly resolved complaints.
Host
Belcanto Restaurant
03.2022 - 01.2023
- Handled high-pressure situations comfortably, managing large parties or unexpected events during busy shifts.
- Provided exceptional customer service by listening attentively to guest needs and promptly addressing concerns or issues.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Worked with front-of-house staff to move tables and adjust seating to accommodate groups with special requests.
- Facilitated positive first impressions for guests through friendly greetings, professional attire, and genuine enthusiasm for their visit.
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Ensured smooth operations during shift changes by communicating relevant information between incoming and outgoing staff members.
- Implemented table rotation system for optimal server workload distribution, improving the service quality.
- Greeted customers warmly upon arrival and provided a friendly and warm presence throughout the dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high service standards.
- Accommodated special seating requests for guests to enhance satisfaction.
- Advised customers about special offerings and menu items to help drive sales.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
Head Waiter
Amanos Restaurant
09.2021 - 03.2022
- Developed strong rapport with returning guests, leading to increased customer loyalty and positive reviews.
- Trained staff members on use of POS system.
- Used communication and problem-solving skills to resolve customer complaints and promote long-term loyalty.
- Handled customer complaints professionally, resolving issues through diplomatic acknowledgment and commitment to service.
- Supervised server staff and simultaneously served personal section of tables.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Managed food resources, memorized orders, and coordinated customer service.
- Collaborated with kitchen staff to ensure timely and accurate order delivery for guest satisfaction.
- Enhanced customer dining experience by providing exceptional service and anticipating guest needs.
- Increased sales significantly by upselling higher-end products to customers.
- Answered customers' questions, recommended items, and recorded order information.
Restaurant Team Leader
Leylandii Café And Restaurant
02.2021 - 08.2021
- Mentored new hires during the onboarding process, ensuring smooth integration into the team while maintaining high service quality standards.
- Maintained a clean and organized restaurant environment, leading to consistently high scores in health department inspections.
- Collaborated with management to develop strategies for improving overall restaurant performance and profitability.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Reduced employee turnover through effective communication, support, and fostering a positive work environment.
- Increased team productivity by conducting regular training sessions and providing constructive feedback.
- Cultivated warm relationships with regular customers.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Inspected FOH stock to identify shortages, replenish supply, and maintain consistent inventory.
- Assigned tasks and shifts to servers to manage organized schedules and provide adequate coverage.
Restaurant Manager
Jamaica
01.2019 - 12.2020
- Managed daily operations to ensure high efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers, and used feedback to implement positive changes within the restaurant.
- Correctly calculated inventory and ordered appropriate supplies.
- Promoted a positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Assisted in developing and implementing new menus to offer variety and options to customers.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
Account Manager
Privilege Of Lebanon
06.2019 - 10.2019
- Increased client satisfaction by building solid relationships and addressing their needs promptly.
- Enhanced team performance by collaborating closely with colleagues and sharing best practices to improve overall productivity.
- Managed time efficiently during work hours, prioritizing tasks that directly contributed to achieving sales objectives.
- Expanded client base through targeted prospecting efforts, generating new leads for the company's products or services.
- Opened new accounts and documented personal, demographic, and payment information in the system.
- Implemented upselling techniques to increase revenue and move products.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Developed extensive knowledge of products and services to assist customers better.
- Set up appointments with interested customers according to schedule availability.
Education
Bachelor Degree in Business Administrations of Marketing - Business
Lebanese International University
Lebanon06.2021
Skills
- Customer service focus
- Staff Training and Development
- Negotiation
- Attention to Detail
- Active Listening
- Relationship Building
- Training and Orientation
- Complaint Handling
- Data Collection
- Effective negotiation
- Sales and Upselling
- Revenue Generation
- Client Relationship Management
- Teamwork and Leadership
- Computer Skills
- Reservations Management
- Reception oversight
Certification
- Certificate of recognition "Top Reviews" at Belcanto restaurant
- Certificate of recognition "Jewel of the month" at Belcanto restaurant at Dubai opera June 2022
- Certificate in "Online marketing basics" from Google October,2018
- Certificate in "Innovation for modern digital advancement" from BIU April,2018
- Volunteering certificate from "Pure heart foundation" June,2016
Languages
Arabic
English
References
- Maja Cerovina, Reception Manager, +971 55 346 8427
- Natia Jgarkava, Reception Manager, +971 50 607 9605
- Steve Gersowsky, Operation Manager, +971 58 126 7658
Timeline
A. Reception Manager- Guest Relations Executive
Belcanto Restaurant
01.2024 - Current
Guest Relation Executive
Belcanto restaurant
03.2023 - 01.2024
Host
Belcanto Restaurant
03.2022 - 01.2023
Head Waiter
Amanos Restaurant
09.2021 - 03.2022
Restaurant Team Leader
Leylandii Café And Restaurant
02.2021 - 08.2021
Account Manager
Privilege Of Lebanon
06.2019 - 10.2019
Restaurant Manager
Jamaica
01.2019 - 12.2020
Bachelor Degree in Business Administrations of Marketing - Business
Lebanese International University