Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mahmoud Magdi

Mahmoud Magdi

Summary

Dynamic hospitality professional with extensive experience in guest service excellence. Employs innovative problem-solving and emotional intelligence to resolve issues effectively. Well-versed in industry best practices and de-escalation methods.

Overview

5
5
years of professional experience

Work History

Guest Relations Officer

Suite Stay Holiday Home's
07.2025 - 09.2025
  • Enhanced guest satisfaction through proactive communication and effective problem resolution.
  • Coordinated guest services operations, ensuring seamless check-in and check-out experiences.
  • Implemented guest feedback mechanisms to identify areas for service improvement.
  • Trained and mentored junior staff on best practices in customer service and conflict resolution.
  • Developed and maintained relationships with guests to foster loyalty and repeat visits.
  • Managed VIP guest relations, ensuring exceptional service levels were met at all times.
  • Greeted guests upon arrival and offered assistance.
  • Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.

Guest service agent

Centro barsha hotel by rotana
08.2024 - 07.2025
  • Managed hotel reservations for optimal room occupancy.
  • Handled emergency situations calmly and efficiently, prioritising safety of guests.
  • Processed payments promptly, ensuring accurate billing.
  • Demonstrated problem-solving abilities by effectively managing challenging situations.
  • Provided high-quality customer service for enhanced guest experience.
  • Delivered excellent communication skills to resolve any queries or issues of guests.
  • Ensured smooth check-ins and check-outs for superior convenience.
  • Assisted guests in locating local attractions to enrich their stay.

Guest service agent

Royal continental hotels & suites
08.2023 - 06.2024
  • Greeted guests warmly and professionally for positive first impressions.
  • Delivered first class customer care through polite, professional service.
  • Offered personalised service to regular guests, fostering loyalty towards our hospitality brand.
  • Demonstrated problem-solving abilities by effectively managing challenging situations.
  • Handled telephone calls professionally, directing them appropriately within the hotel.
  • Ensured smooth check-ins and check-outs for superior convenience.
  • Took responsibility for safekeeping of guest valuables at the front desk, promoting trust and reliability.
  • Improved overall guest satisfaction with attention to detail in all tasks.
  • Kept reservations systems up-to-date for clear availability management.

Front office agent

Sheraton Abu Dhabi
09.2022 - 08.2023
  • Collected feedback from guests at checkout; communicated this information to management for continuous service improvement.
  • Provided excellent customer service by addressing guest queries promptly.
  • Escalated critical issues to management in a timely manner for quick resolution.
  • Demonstrated professionalism and politeness when interacting with all guests, regardless of status or background.
  • Coordinated wake-up calls ensuring no guest missed an appointment or flight.
  • Kept record of occupied rooms and guests' accounts using computerised systems accurately.
  • Upsold hotel services and facilities to enhance guest experience leading to increased patronage within the hotel premises.

Front office agent

Mövenpick hotel's & resort
11.2020 - 07.2022
  • Screened and verified visitor IDs, maintaining security of personnel and office environment.
  • Examined, scanned and input documents in software system.
  • Handled incoming calls for staff, answering questions, directing calls and documenting messages.
  • Supported staff with administrative needs for photocopying, faxing and filing.
  • Wrote professional letters, emails and memoranda for business communication.
  • Kept adequate office supplies on hand to support staff and business requirements.

Education

Bachelor of Science - Social Services

Bachelor's degree at social services
Cairo, Egypt
06.2013

Skills

  • Proficient time management
  • Guest relations development
  • Adaptability to cultures
  • Knowledge of hospitality standards
  • Proficient in hotel software
  • Resolution of complaints
  • Active listening skills
  • Expertise in Opera PMS and Cloud
  • Techniques for up-selling
  • Efficient multitasking
  • Leadership in teams

Languages

Arabic
Native
English
Proficient
C2

Timeline

Guest Relations Officer

Suite Stay Holiday Home's
07.2025 - 09.2025

Guest service agent

Centro barsha hotel by rotana
08.2024 - 07.2025

Guest service agent

Royal continental hotels & suites
08.2023 - 06.2024

Front office agent

Sheraton Abu Dhabi
09.2022 - 08.2023

Front office agent

Mövenpick hotel's & resort
11.2020 - 07.2022

Bachelor of Science - Social Services

Bachelor's degree at social services

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Mahmoud Magdi