Merna Ali Salem
Dubai
Summary
Customer-focused hotelier, career-oriented person. Seeking a challenging career opportunity with a leading company where I can utilize my technical and managerial capabilities to growth my career and enhance my personal skills and experience. Outgoing Front Office Assistant with [7] years of experience in office and administrative work. Driven and fast-learning individual with exceptional organizational talents and customer service skills. Superior understanding of specific protocols and MS Office suite.
Overview
6
6
years of professional experience
Work History
FRONT OFFICE AGENT
Hilton dubai habtour city -bussines bay
01.2023 - Current
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Produced high-quality communications for internal and external use
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments
- Helping to maximize room revenue and occupancy by using selling and upselling skills
- Monitor all V.I.P 's special guests and requests
- Resolves guest problems quickly, efficiently, and courteously
- Overseeing the compliance with all auditing sectors (ISRA Audit - CID Audit - TD Audit)
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Streamlined front desk operations for improved guest experience and increased staff productivity.
Front desk Manager
Benben By dahra hotel
01.2022 - 08.2022
- Handling booking.com guest and reviews
- Inspection for the rooms
- Handling commission of booking.com
- Follow up reports of front office
- Handling guest complaints
- Welcoming VIP guests.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Central Room Reservation Agent
Emaar Hospitality Group
01.2021 - 12.2021
- Enhanced customer satisfaction by efficiently processing room reservations and providing personalized service.
- Streamlined reservation procedures for increased efficiency and improved guest experience.
- Maintained accurate records of all room reservations, ensuring seamless guest check-in and check-out processes.
- Collaborated with hotel departments to ensure smooth coordination and communication regarding guest stays.
- Handled high volumes of calls and emails, managing multiple reservations simultaneously while maintaining attention to detail.
- Resolved reservation issues promptly, maintaining professionalism and composure under pressure.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Front Desk Receptionist
Sheraton Cairo hotel & Casino, Cairo
12.2019 - 01.2021
- Used OPERA PMS to process reservations, check-ins and check-outs
- Maintains a friendly, cheerful and courteous demeanor at all times
- Always ensure Outstanding customer care
- Adhere to company credit limit / floor limit policies
- Allocate rooms to expected arrivals after checking the guests' preferences and special requests
- Build strong relationships and liaise with all other department's especially housekeeping, reservations etc
- Ensures safety by following guest check-in and security procedures and reporting suspicious activity to security, manager, or MOD
- Performs other duties as assigned, requested or deemed necessary by management.
Front Desk supervisor
Steinberger Hotel El Tahrir, Cairo
08.2017 - 11.2019
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Register guests and assigns rooms
- Accommodates special requests whenever possible
- Thoroughly understand and adheres to proper credit, check-cashing, and cash handling policies and procedures
- Uses suggestive selling techniques to sell rooms and to promote other services of the hotel.
Education
Bachelor of Hotel Management - Hotel Management
Helwan University - Cairo, Egypt
Cairo05.2017
Skills
- Charge Posting
- Guest Relations
- Service Promotion
- Professional demeanor
- Cash handling expertise
Accomplishments
Training at Four seasons Nile Plaza in front office management.
Skills
Excellent, Excellent, Very Good
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
FRONT OFFICE AGENT
Hilton dubai habtour city -bussines bay
01.2023 - Current
Front desk Manager
Benben By dahra hotel
01.2022 - 08.2022
Central Room Reservation Agent
Emaar Hospitality Group
01.2021 - 12.2021
Front Desk Receptionist
Sheraton Cairo hotel & Casino, Cairo
12.2019 - 01.2021
Front Desk supervisor
Steinberger Hotel El Tahrir, Cairo
08.2017 - 11.2019
Bachelor of Hotel Management - Hotel Management
Helwan University - Cairo, Egypt
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