Khaled Zakaria

• Reviewed sales and gross profit report to assess department efficiency achieving sales conversion rate on monthly basis between 10% to 12%
• Promptly responded to inquiries and requests from prospective customers.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Controlled resources and assets for department activities to comply with industry standards.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Mentored team members to enhance professional development and accountability in workplace
• Made hiring recommendations to increase company's productivity and profitability with quality workers
• Conducted employee performance evaluations, providing constructive feedback for growth and development
• Assisted in organizing and overseeing assignments to drive operational excellence
• Acted as team leader in group projects, delegating tasks and providing feedback
• Paid attention to detail while completing assignments
• Created employee schedules to align coverage with forecasted demands
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Maintained primary relationship accountability for Guests, overall servicing responsibility and client satisfaction to maximize profitability of Guests relationships.
• Resolved conflicts between guests or staff members in professional manner to maintain positive work environment
• Trained new-hires on procedures to better service customers.
• Managed room inventory to optimize revenue opportunities during high-demand periods.
• Reduced customer issues by 15% with introduction of surveys and questionnaires
• Completed bi-weekly payroll for 26 employees
• Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout lobby area
• Created organized filing system to manage department documents
• Created quarterly company employee appreciation outings to reinforce employee-centric environment
• Provided support to Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times
• Balanced daily cash transactions, accurately maintaining financial records for front office department

• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success. Contributed with over 368 AED for annual upsell target for property more than 10% of total annual upsell
• Cultivated positive rapport with employees to boost company morale and promote employee retention.
• Streamlined operations, optimizing resource allocation and prioritizing high-impact tasks.
• Assessed impact of new policies or procedures on operational efficiency before implementation thus allowing for continuous improvement efforts.
• Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures
• Conducted routine inspections to check quality and compliance with established specifications
• Developed and implemented customer service policies to enhance satisfaction
• Reduced employee turnover by fostering positive work environment and offering professional development opportunities
• Boosted team performance by developing customer service training materials and conducting service training
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers
• Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
• Evaluated employee performance fairly during annual reviews using measurable criteria based on job responsibilities.

• Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Coached employees through day-to-day work and complex problems.
• Evaluated existing operational procedures for potential improvements leading to increased efficiency within front office department.
• Managed group bookings effectively to optimize room allocation while accommodating individual preferences.
• Completed bi-weekly payroll for 20 employees
• Evaluated existing operational procedures for potential improvements leading to increased efficiency within front office department
• Trained team members on new hotel services and products to support promotional efforts
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager
• Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure

• I started as operator agent at Fairmont the palm, where I gained my experience in how to deal with the telephone etiquette and using proper greetings and answers. Taking more than 100 calls per shift.

• Collaborated with other Royal Service Agents to ensure seamless coverage during peak times, reducing guest wait times for assistance.
• Maintained high level of professionalism while interacting with guests, demonstrating excellent communication and problem-solving skills
• Maintained files and records by implementing effective filing systems that boosted efficiency and organization
• Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
• Answered customer telephone calls promptly and appropriately handled needs
• Liaised with housekeeping staff to verify service and maintenance of hotel standards
• Maintained professional appearance and demeanor while representing hotel brand, adhering to established dress codes and service standards
• Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
• Trained new staff members in customer service techniques and hotel operations
• Paid attention to detail while completing assignments.