Summary
Overview
Work history
Education
Skills
Certification
Languages
Additional information
References
Timeline
Generic
Mina Fouaad Tawfik

Mina Fouaad Tawfik

Dubai,UAE

Summary

Hospitality professional with over 14 years of experience in luxury hotel management across Egypt, Qatar, and Dubai. Expertise in front office operations, VIP guest services, and hotel pre-openings, successfully leading three pre-opening projects. Skilled in Opera PMS, DTCM compliance, and complaint resolution, with a track record of implementing effective SOPs. Recognized with multiple awards for service excellence, including 'Employee of the Month' and 'Employee of the Year' at Kempinski Palm Jumeirah, and fluent in Arabic and English.

Overview

19
19
years of professional experience
1
1
Certification

Work history

Front Office Duty Manager

DAMAC Hotels & Resorts
Dubai, UAE
09.2023 - 09.2025
  • Managed front office operations daily, ensuring five-star service standards during check-in/check-out.
  • Developed duty rosters for staff to ensure adequate coverage during peak times.
  • Optimised room bookings and cancellations to achieve maximum occupancy.
  • Facilitated performance tracking by compiling and reviewing daily reports, logs and contingency lists in system
  • Ensured compliance with DTCM and vicas regulations for guest registration and tourism fee reporting.
  • Resolved guest complaints promptly, achieving high satisfaction scores and fostering loyalty.
  • Collaborated with Housekeeping, Engineering, and Sales to create seamless VIP guest experiences.
  • Administered recruitment, training, and guidance of front office staff to strengthen team performance.
  • Enhanced workforce efficiency via strategic staff scheduling, payroll management, and performance evaluations.
  • Assisted in pre-opening planning and enforced SOPs to achieve operational readiness of front office launch.

Front Office Night Manager

DAMAC Hotels & Resorts
Dubai, UAE
09.2019 - 08.2023
  • Directed overnight front office operations, ensuring compliance with brand standards and seamless guest journey.
  • Monitored property security systems and conducted regular safety patrols to maintain guest and staff well-being.
  • Directed VIP arrivals during night shifts, facilitating tailored services and specific requests in collaboration with relevant departments.
  • Performed night audits, rectified discrepancies, and assured precision of all financial and operational reports submitted on time.
  • Prepared comprehensive handover reports for morning teams, supporting uninterrupted service continuity and shift alignment.
  • Improved guest satisfaction with timely problem resolution, effective communication skills and professional demeanour.

Front Office Supervisor

Kempinski Palm Jumeirah
Dubai, UAE
06.2014 - 08.2019
  • Supervised front desk operations, maintaining five-star service standards.
  • Ensured compliance with financial, guest, and company protocols.
  • Coordinated with housekeeping, concierge, and maintenance for seamless operations.
  • Monitored staff scheduling and workload to optimise team performance.

Front Office Receptionist

Kempinski Palm Jumeirah
Dubai, UAE
01.2016 - 01.2018
  • Handled guest arrivals/departures, reservations, and billing.
  • Promoted upselling opportunities and resolved on-site service issues.
  • Addressed telephone enquiries professionally to maintain firm's reputation.
  • Managed front office operations by maintaining professional and welcoming environment.

VIP Guest relations

Kempinski palm Jumeirah
Dubai, UAE
06.2014 - 01.2016
  • Managed VIP guest relations effectively, guaranteed high levels of customer satisfaction.
  • Coordinated with senior relationship managers to develop effective strategies for client retention.
  • Developed relationships with vendors for cost-effective sourcing of construction materials.
  • Managed client relationships for enhanced customer satisfaction and loyalty.
  • Oversaw check-in and service of VIP customers, attending to questions and concerns to ensure outstanding guest experience.

VIP Guest Relations – Pre-Opening Team Member

Hilton Doha
Doha, Qatar
05.2012 - 06.2014
  • Developed VIP service protocols to enhance guest experience during events.
  • Fostered strong rapport with guests through personalised service delivery.
  • Ensured compliance with safety regulations, minimising liability and injury risks.
  • Directed guests to appropriate seating while addressing inquiries about amenities.

Butler – Pre-Opening Team Member

Kempinski Hotel
Cairo, Egypt
06.2010 - 04.2012
  • Provided exclusive butler and in-room dining services for VIP guests.
  • Arranged transportation logistics, ensuring punctual arrivals and departures.
  • Facilitated smooth running of daily routines by scheduling and overseeing domestic staff.
  • Directed guests to correct seating locations and answered questions about facility amenities.

Bartender

Four Seasons Nile Plaza Hotel
Cairo, Egypt
05.2006 - 05.2010
  • Delivered high-quality beverage service in luxury setting.
  • Expert in mixology and POS systems under high-volume service.
  • Supported serving staff with fast, accurate beverage preparation.
  • Set up bar area daily with clean furniture, supplies and beverage stock for typical bar demands.

Education

Bachelor of Arts - History

Cairo University

Skills

  • Front office operations
  • Hotel pre-opening projects
  • Opera PMS expertise
  • DTCM compliance and reporting
  • Night auditing and reporting
  • VIP guest relations
  • Leadership development
  • Complaint resolution strategies
  • Cross-departmental coordination
  • Upselling techniques
  • Training and SOP implementation
  • Microsoft Office proficiency
  • Concierge services management
  • Time management strategies

Certification

  • Successfully contributed to three hotel pre-openings, overseeing the implementation of front office standards, team training, and operational readiness from pre-launch to full-scale operations.
  • Four times as DNA Champion and recognized Awarded “Employee of the Month, Year”
  • Front of House at Kempinski Palm Jumeirah for delivering outstanding guest service, leadership, July 2015, October 2016, January 2017, May 2019
  • Achieved Top Up Seller five times at DAMAC Hotels & Resorts by consistently surpassing revenue targets.
  • Recognized with the
  • TripAdvisor Guest Experience Master Certificate
  • In 2018 based on high satisfaction scores.
  • Completed cross-training in Reservations, Conflict Resolution, and Service Recovery at top-tier hotels.
  • Professional Certifications: Guest Complaint Handling – Kempinski Nile Hotel
  • “Make It Right” Service Recovery Training – Hilton Doha
  • PMS Proficiency: Opera, Micros, Triton, VICAS, DTCM Portal
  • ICDL – International Computer Driving License

Languages

- Arabic: Native
- English: Proficient (C2)

Additional information

  • Date of Birth March 01st 1988
  • Nationality
  • : Egyptian
  • Marital Status
  • : Married
  • Driving License
  • : Light motor vehicle (Dubai, UAE, since 2016)

References

References available upon request.

Timeline

Front Office Duty Manager

DAMAC Hotels & Resorts
09.2023 - 09.2025

Front Office Night Manager

DAMAC Hotels & Resorts
09.2019 - 08.2023

Front Office Receptionist

Kempinski Palm Jumeirah
01.2016 - 01.2018

Front Office Supervisor

Kempinski Palm Jumeirah
06.2014 - 08.2019

VIP Guest relations

Kempinski palm Jumeirah
06.2014 - 01.2016

VIP Guest Relations – Pre-Opening Team Member

Hilton Doha
05.2012 - 06.2014

Butler – Pre-Opening Team Member

Kempinski Hotel
06.2010 - 04.2012

Bartender

Four Seasons Nile Plaza Hotel
05.2006 - 05.2010

Bachelor of Arts - History

Cairo University

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Mina Fouaad Tawfik