Marwan Yahia

• Managed a front office team of 25 across a 200-room hotel property
• Achieved a guest satisfaction score improvement of 7% by refining guest service protocols and feedback mechanisms
• Handled over 2000 guests checking in / out per month, maintaining high efficiency and service standards.
• Streamlined check-in and check-out processes for improved guest experience and reduced wait times.

• Managed 12 employees in delivering smooth, productive night shift operations
• .Maintain safety and security procedures
• Handling all the complaints and solving the guest's problems
• Handling the VIP / CIP guests
• Night Auditing and DTD reports.

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• Managed a team of 19 staff members ensuring service quality at a hotel with over 250 rooms
• Increased customer satisfaction by 9% through the implementation of personalized guest services.
• Upheld strict confidentiality of guest information in compliance with hotel policies and data protection regulations.
• Maintained accurate records of guest bookings, payments, and special requests to ensure smooth operations at the front desk.

• Enhanced guest loyalty by 25% by implementing the rewards program for regular guests
• Process payments, manage billing inquiries, and handle cash and credit transactions accurately.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.

• Managed inquiries for over 100 daily phone calls, demonstrating high multitasking abilities
• Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
• Maximized revenue by upselling room upgrades and additional services.

• Prepare and present guest checks accurately, handle payments, and provide change or process credit card transactions.
• Maintained clean and organized dining area, contributing to a pleasant atmosphere for guests.
• Increased sales significantly by upselling higher-end products to customers.