Khaled Younes
Abu Dhabi
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Night Manager
Park Rotana Complex Abu Dhabi
09.2022
- Manage and monitor activities of all employees in the Front Office department, ensuring adherence to excellence standards, employee handbook guidelines, and hotel policies and procedures
- Provide coaching, training, and corrective action as needed
- Oversee hotel operations during the night shift to ensure guest satisfaction and safety
- Conduct briefings for all staff during the night shift, informing them of nightly activities, group and VIP arrivals, special requests, and repeat guests
- Check accommodations, greet guests upon arrival, and ensure appropriate escort to accommodations
- Maintain a professional and service-oriented environment
- Act as manager on duty in the absence of Front Office Manager, handling complaints, problem-solving, disturbances, special requests, and other issues
- Coordinate Front Office activities with other departments
- Welcome guests in a friendly and helpful manner, ensuring cleanliness and tidiness of public areas
- Manage and monitor hotel room inventory, especially during overbooked periods
- Monitor and develop team member performance, including supervision, scheduling, assigning work, training, counseling, evaluations, and recognition
- Ensure accurate and timely completion of the daily night audit, performing the audit if needed
- Oversee preparation of daily summary reports
- Assist Front Office Manager in implementing and enforcing financial controls, managing operating expenses, scheduling, and purchasing
- Work closely with the Housekeeping Department to improve guest services and foster communication
- Enforce fire-life-safety procedures and stay updated on new procedures and training
- Report any suspicious persons, activities, or hazardous conditions to the Security department and/or Front Office Manager.
FO Act Night Manager
Sheraton Mall of the Emirates
08.2021 - 09.2022
- Provide outstanding customer care at all times
- Maintain a friendly, cheerful, and courteous demeanor
- Answer inquiries and accept hotel reservations courteously and accurately
- Respond to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns
- Use suggestive selling techniques to increase room nights and revenue
- Supervise daily shift process, ensuring adherence to standard operating procedures
- Train, direct, and resolve issues for front desk team members, maintaining a quality operation
- Resolve customer issues, complaints, and problems efficiently to ensure high customer satisfaction and quality service
- Adhere to company credit limit and floor limit policies
- Allocate rooms according to guest preferences and special requests
- Build strong relationships and liaise with other departments such as housekeeping and reservations
- Operate EPBX equipment, including assisting with calls, setting wake-up calls, enabling Do Not Disturb, and paging for in-house guests
- Cross-check billing instructions and ensure correct updates
- Control cash transactions at the front desk and maintain personal bank responsibility as per hotel bank agreement policy
- Supervise front desk operations to provide optimal service and hospitality to guests
- Maintain updated front office log and hotel log, taking action when necessary
- Follow guest check-in and security procedures to ensure safety
- Perform other duties as assigned by management.
Guest Service Agent
Emaar ViDA Downtown, Dubai
04.2016 - 08.2018
CID data entry
The address Downtown Dubai
07.2015 - 03.2016
Room Attendant
The address Dubai marina
04.2014 - 06.2015
Room Attendant
Hyatt Regency Sharm al sheikh
09.2012 - 03.2014
Waiter
Movenpick sharm al sheikh
03.2011 - 08.2012
Education
Tourism and Hotels management
Helwan- EGYPT
Skills
- People Management
- Problem Resolution
- Customer Service
- Conflict Resolution
- Staff Training
- Teamwork and Collaboration
- Customer Relationship Management
Personal Information
- Date of Birth: 05/25/88
- Nationality: Egyptian
References
To be provided upon request
Timeline
Night Manager
Park Rotana Complex Abu Dhabi
09.2022
FO Act Night Manager
Sheraton Mall of the Emirates
08.2021 - 09.2022
Guest Service Agent
Emaar ViDA Downtown, Dubai
04.2016 - 08.2018
CID data entry
The address Downtown Dubai
07.2015 - 03.2016
Room Attendant
The address Dubai marina
04.2014 - 06.2015
Room Attendant
Hyatt Regency Sharm al sheikh
09.2012 - 03.2014
Waiter
Movenpick sharm al sheikh
03.2011 - 08.2012
Tourism and Hotels management
Helwan- EGYPT
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