IBRAHIM TOBIA
Dubai,UAE
Summary
Highly accomplished Hospitality Professional with over 12 years of core expertise in 5-star luxury hotel operations, specializing in Rooms Reservations, Revenue Optimization, and Guest Services. Proven track record in leading reservation teams, driving upselling strategies, managing pre-opening setups, and optimizing system performance across renowned brands (Accor, Marriott, Emaar Hospitality). Proficient in Opera, Opera Cloud, MARSHA, and Protel.
Overview
2
2
Languages
4
4
years of post-secondary education
18
18
years of professional experience
Work history
Reservations supervisor
Blue Waters - Caravan Hatta By Our Habitas
Hatta - Dubai
2026.02 - 2026.09
- Prepared reports on reservation trends, supporting strategic decision-making processes.
- Managed billing and payment processing, ensuring accuracy and compliance.
- Conducted performance reviews to enhance staff development and skill progression.
Rooms Reservations Shift Leader
Fairmont Bab Al Bahr
Abu Dhabi, UAE
2024.10 - 2026.02
- Handled VIP reservations and managed special requests, ensuring seamless service from arrival to departure.
- Led daily reservation operations, ensuring efficient shift performance and high service standards.
- Supported team members in achieving booking accuracy, enhancing guest satisfaction, and adhering to SOPs.
Rooms Reservations Supervisor
SO/Uptown by Ennismore
Dubai
2024.01 - 2024.10
- Optimised daily reservation operations by managing rate restrictions and room availability, contributing to revenue per available room (RevPAR) maximisation.
- Collaborated with Sales and Revenue teams to streamline processing of group bookings and special corporate accounts, enhancing overall guest experience.
- Oversaw team entry accuracy and enforced compliance with Ennismore service standards and SOPs, ensuring high-quality service delivery.
Cluster Rooms Reservations Agent
Atlantis the Palm and Atlantis the Royal Dubai
Dubai
2022.05 - 2024.01
- Managed high-volume individual and travel agent reservation inquiries, enhancing guest experience at two iconic luxury mega-resorts.
- Implemented upsell strategies during booking calls, increasing Room Category conversion and maximising revenue opportunities.
- Contributed to pre-opening efforts for Atlantis The Royal by assisting with system setups, rate loading, and testing to ensure seamless operations.
Rooms Reservations Specialist (Supervisor)
Raffles the Palm Dubai
Dubai
2021.08 - 2022.05
- Managed VIP and high-net-worth guest bookings, ensuring personalised stay requirements were communicated for enhanced guest satisfaction.
- Coached and supported reservation agents daily to uphold luxury service standards, fostering a high-quality guest experience.
- Established reservation handling workflows and guest profiling protocols during pre-opening phase, contributing to operational readiness.
Central Global Rooms Reservations Assistant Manager
Emaar Hospitality
Dubai
2020.07 - 2021.08
- Supervised team of reservation agents, evaluating call quality and conversion metrics to enhance booking accuracy.
- Resolved escalated guest complaints and managed complex multi-property booking requests, ensuring guest satisfaction.
- Oversaw central reservation operations for Address Hotels, Vida Hotels (Dubai), and Armani Hotels (Dubai & Milan), ensuring seamless service delivery.
Service Plus (Reception - Telephone Operator – In Room Dining)
Address Fountain Views
Dubai
2019.10 - 2020.03
- Managed guest inquiries, room service orders, and PBX operations, achieving high guest satisfaction scores.
- Promoted to higher responsibilities due to outstanding performance, multitasking skills, and guest feedback.Achieved 5-star ratings through exceptional guest service.
- Contributed to pre-opening team, establishing efficient front-of-house and call centre operations.
Central Room Reservation Advisor
Address Hotels +Vida Hotels Dubai & Armani Hotels Dubai & Milan
Dubai
2017.12 - 2019.10
- Processed multi-property room reservations across luxury brands in Dubai and Milan via phone, email, and GDS channels to ensure seamless guest experiences.
- Maintained precise guest profiles in Opera PMS to deliver personalised service upon arrival, improving overall guest experience.
- Promoted hotel packages, seasonal promotions, and room upgrades, contributing to increased average daily rates (ADR) and enhanced guest satisfaction.
Room Reservation Shift Leader
Nassima Royal Dubai (VOCO Sheikh Zayed Road Dubai)
Dubai
2016.09 - 2017.12
- Led the daily shift operations of the reservations department, ensuring prompt response to all phone and email leads.
- Monitored daily pickup, room availability, and overbooking limits, supporting Revenue Manager's pricing strategies.
- Audited daily reservations for accurate billing instructions, rate codes, and market segment tracking to enhance data integrity.
Cluster Rooms & Restaurants Reservations Sales Supervisor
The Ritz Carlton Doha And The Ritz Carlton By Sharq Village & Spa Doha
Doha, Qatar
2015.05 - 2016.09
- Supervised cluster reservations for rooms and luxury dining venues at two premier Ritz-Carlton properties in Qatar, ensuring seamless guest experiences.
- Maintained Ritz-Carlton Gold Standards in guest communication while managing premium dining and suite reservations, enhancing overall guest satisfaction.
- Trained junior agents on reservation systems, cross-selling dining experiences, and effective phone etiquette, improving team competency and service delivery.
Senior Reception & Telephone Operator Team Leader
Al Maha Luxury Collection Desert Resort And Spa By Starwood
Dubai
2014.05 - 2015.05
- Supervised front desk and guest communications operations, enhancing guest experience in ultra-luxury eco-resort environment.
- Managed guest arrival arrangements, desert activity bookings, and specialized requests, ensuring seamless and personalised service.
- Coordinated with resort management to resolve guest issues promptly, contributing to improved guest satisfaction scores.
Service Plus Operator
Vida Downtown Hotel
Dubai
2013.06 - 2014.05
- Managed central guest calls and in-room service requests, ensuring seamless service delivery for luxury boutique hotel.
- Answered guest enquiries via phone and coordinated timely in-room service to enhance guest experience.
- Logged service needs and routed requests to relevant departments for efficient resolution.
Telephone Operator & Cid Data Entry
Al Bustan Center And Residence For The Hotel Apartment
Dubai, UAE
2012.04 - 2013.06
- Managed fast-paced PBX operations, ensuring accurate CID guest data entry in compliance with local regulations to enhance operational integrity.
- Assisted guests with general enquiries and efficiently arranged external call connections to improve guest satisfaction.
- Processed wake-up service requests, facilitating seamless guest communications and enhancing overall guest experience.
Royal service agent
Fairmont towers hotels and resorts
Cairo
2012.07 - 2012.08
- Delivered exceptional hospitality skills that exceeded guests' expectations.
- Received five-star ratings from guests for outstanding service.
- Coordinated travel arrangements that enhanced guests' holiday experiences.
- Implemented feedback mechanisms to improve service quality based on guest insights.
Senior Telephone Operator
Concorde Hotels and Resorts
Cairo, Egypt
2010.04 - 2012.04
Receptionist
American international hospital
Cairo
2009.01 - 2010.01
- 5 stars
- Managed phone calls, resulting in effective communication flow within the company.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
Education
Bachelor - Social Work
Higher Institute of Social Service
Cairo, Egypt 2005.08 - 2009.10
Skills
- Guest relations and communication
- Complaint resolution and problem solving
- Reservations management
- Leadership and team support
- Cross-department collaboration
- Pre-opening experience
- Reporting and follow-up
- Revenue optimisation and upselling
- Inventory control
- VIP and special handling
- Team coaching and training
- SOP implementation
Name & contact
IBRAHIM, TOBIA, Dubai, UAE, Ibrahim.ramzy.shendy@gmail.com, Egyptian, +971 50 138 01 01
LANGUAGES
Arabic: Native
English: Fluent
Personal Information
Timeline
Reservations supervisor
Blue Waters - Caravan Hatta By Our Habitas
2026.02 - 2026.09
Rooms Reservations Shift Leader
Fairmont Bab Al Bahr
2024.10 - 2026.02
Rooms Reservations Supervisor
SO/Uptown by Ennismore
2024.01 - 2024.10
Cluster Rooms Reservations Agent
Atlantis the Palm and Atlantis the Royal Dubai
2022.05 - 2024.01
Rooms Reservations Specialist (Supervisor)
Raffles the Palm Dubai
2021.08 - 2022.05
Central Global Rooms Reservations Assistant Manager
Emaar Hospitality
2020.07 - 2021.08
Service Plus (Reception - Telephone Operator – In Room Dining)
Address Fountain Views
2019.10 - 2020.03
Central Room Reservation Advisor
Address Hotels +Vida Hotels Dubai & Armani Hotels Dubai & Milan
2017.12 - 2019.10
Room Reservation Shift Leader
Nassima Royal Dubai (VOCO Sheikh Zayed Road Dubai)
2016.09 - 2017.12
Cluster Rooms & Restaurants Reservations Sales Supervisor
The Ritz Carlton Doha And The Ritz Carlton By Sharq Village & Spa Doha
2015.05 - 2016.09
Senior Reception & Telephone Operator Team Leader
Al Maha Luxury Collection Desert Resort And Spa By Starwood
2014.05 - 2015.05
Service Plus Operator
Vida Downtown Hotel
2013.06 - 2014.05
Royal service agent
Fairmont towers hotels and resorts
2012.07 - 2012.08
Telephone Operator & Cid Data Entry
Al Bustan Center And Residence For The Hotel Apartment
2012.04 - 2013.06
Senior Telephone Operator
Concorde Hotels and Resorts
2010.04 - 2012.04
Receptionist
American international hospital
2009.01 - 2010.01
Bachelor - Social Work
Higher Institute of Social Service
2005.08 - 2009.10