Islam Mahmoud
Dubai
Summary
Dynamic duty manager with four years of luxury hospitality experience in UAE and Egypt, focusing on operational leadership and guest satisfaction. Advanced from front desk agent to supervisor and now duty manager, showcasing consistent performance and service recovery skills. Honored as AICR UAE Best Receptionist nominee and top upsell performer for 2024/2025. Played a key role in award-winning hotels, including InterContinental Residences Business Bay, recognized as the best new business hotel in the Middle East by Forbes Travel Guide and ranked #1 on TripAdvisor.
Overview
1
1
Certification
4
4
years of professional experience
Work History
Duty Manager
InterContinental Residences Business Bay
Dubai
12.2025 - Current
- Lead overnight operations for a 176-key luxury residence hotel, overseeing Front Office, Housekeeping, Engineering and Security.
- Ensure compliance with IHG standards, supervise Night Audit, resolve guest concerns, coordinate emergencies and prepare executive reports.
- A luxury residence hotel recognized as the Best New Business Hotel in the Middle East, Forbes Travel Guide Recommended, and ranked #1 on TripAdvisor among more than 900 hotels in the UAE.
- Achievement: Contributed to the success of InterContinental Residences Business Bay, recognized as the Best New Business Hotel in the Middle East, Forbes Travel Guide Recommended, and ranked #1 on TripAdvisor among more than 900 hotels in the UAE.
Front Desk Supervisor
InterContinental Ras Al Khaimah Resort & Spa
06.2023 - 12.2025
- Managed Front Office operations for a 351-room luxury resort, acted as Manager on Duty, supervised Night Audit, resolved guest concerns and trained Front Office colleagues.
- Achievements: Top Upsell Performer of the Year (2024/2025). Promoted through outstanding leadership and performance.
Front Desk Agent (Pre-Opening)
Crowne Plaza West Cairo Arkan
Cairo
01.2022 - 05.2023
- Supported the successful opening of a 186-room luxury hotel by assisting with Front Office operations, guest service, room readiness, staff onboarding, financial transactions and upselling.
Education
Bachelor of Commerce - Finance
Cairo University
01.2023
Skills
- Front Office Operations
- Hotel Operations
- Duty Management
- Guest Experience
- Guest Relations
- Luxury Hospitality
- Team Leadership
- Staff Development
- Service Recovery
- Night Audit
- Revenue Upselling
- VIP Guest Handling
- Opera PMS
- Medallia
- IHG Brand Standards
- Financial Reconciliation
- Emergency Response
- Problem Solving
- INTEREL (GRMS)
- Secure Pay
- Message Box
- Microsoft Office
Certification
- AICR UAE Nominee – Best Receptionist in the UAE
- Guest Service Supervisor Certification
- Leadership Skills Certification
- Communication Skills Certification
- Pre-Opening Operations Training
- Fire Safety & Firefighting Training
- First Aid Certification
Accomplishments
- AICR UAE Nominee – Best Receptionist in the UAE
- Top Upsell Performer of the Year (2024/2025)
- Promoted from Front Desk Agent to Front Desk Supervisor
- Promoted to Duty Manager within IHG Hotels & Resorts
- Member of the Pre-Opening Team – Crowne Plaza West Cairo Arkan
- Contributed to InterContinental Residences Business Bay being recognized as the Best New Business Hotel in the Middle East
- Part of a Forbes Travel Guide Recommended property
- Contributed to achieving the #1 TripAdvisor ranking among more than 900 hotels in the UAE
Languages
Arabic
English
Personal Information
Specialization: Front Office Operations | Luxury Hospitality
Websites, Portfolios and Profiles
Islam Mahmoud
Timeline
Duty Manager
InterContinental Residences Business Bay
12.2025 - Current
Front Desk Supervisor
InterContinental Ras Al Khaimah Resort & Spa
06.2023 - 12.2025
Front Desk Agent (Pre-Opening)
Crowne Plaza West Cairo Arkan
01.2022 - 05.2023
Bachelor of Commerce - Finance
Cairo University