Mina Marcos Ibrahim
Overview
19
19
years of professional experience
Work history
Guest services manager
The First Collection
Dubai
2023.04 - 2026.02
- Respond to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Responsible of being the rooms controller and managing room inventory on multiple occasions.
- Ensure a warm welcome, personalized service during guest stay to farewell.
- To ensure that all pre arrivals guest preferences are met before guest arrivals.
- Maintain the privacy of all guests by ensuring that no details of the guest are disclosed.
- Coordinates and performs guest arrival, departure, and cashiering tasks in accordance with hotel standards. Provides genuine hospitality and recognition in the work area, adheres to hotel credit policies and procedure
Hotel assistant manager
Caesars Blue Water Dubai
Dubai
2021.11 - 2022.10
- Represent the Hotel Management during the duty.
- Conduct briefing to front office team before starting the shift.
- Manage and monitor activities of all team in front office department making sure they adhere to the standards of excellence and to guidelines set in the hotel policies and procedures and correcting where needed.
- Direct and oversee all hotel operation during the night shift to ensure guest satisfaction and safety.
- Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.
- To be a point of contact to the entire hotel colleagues during the night shift to ensure a smooth operation for all department.
- Perform the night audit in a timely manner.
- Ensure finance reports are being accurately prepared on a timely manner.
- Work closely with security team to ensure safety measures are in place.
- Prepare and conduct the morning meeting and ensure clear handover to be shared with the hotel management at the end of the shift.
Front Office Duty manger/Night manager
Caesars Blue Water Dubai (Preopening)
Dubai
2018.10 - 2021.01
- Respond to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Responsible of being the rooms controller and managing room inventory on multiple occasions.
- Ensure a warm welcome, personalized service during guest stay to farewell.
- To ensure that all pre arrivals guest preferences are met before guest arrivals.
- Maintain the privacy of all guests by ensuring that no details of the guest are disclosed.
- Coordinates and performs guest arrival, departure, and cashiering tasks in accordance with hotel standards. Provides genuine hospitality and recognition in the work area, adheres to hotel credit policies and procedure.
Front Office Duty Manger
Swissotel & Swissotel Living Al Ghurair Dubai
Dubai
2017.10 - 2018.10
- Respond to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Responsible of being the rooms controller and managing room inventory on multiple occasions.
- Ensure a warm welcome, personalized service during guest stay to farewell.
- To ensure that all pre arrivals guest preferences are met before guest arrivals.
- Maintain the privacy of all guests by ensuring that no details of the guest are disclosed.
- Coordinates and performs guest arrival, departure, and cashiering tasks in accordance with hotel standards. Provides genuine hospitality and recognition in the work area, adheres to hotel credit policies and procedure.
Villa Butler Team Leader
Jumeirah Zabeel Saray, Dubai
Dubai
2016.11 - 2017.10
- Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.
- Maintain effective communication with all related departments to ensure smooth service delivery.
- Maintain good working relationship with all Front Office Team with particular emphasis on Front Desk Agents and Guest Services.
- Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner.
- Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy.
Front Office Team Leader
Jumeirah Zabeel Saray, Dubai
Dubai
2014.07 - 2016.10
- Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure.
- Maintain effective communication with all related departments to ensure smooth service delivery.
- Maintain good working relationship with all Front Office Team with particular emphasis on Front Desk Agents and Guest Services.
- Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner.
- Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy.
Front Office Agent
Taj Palace Dubai
Dubai
2013.02 - 2014.05
- Register & process guests and their assigned rooms
- Accommodate guest requests
- Communicating with hotel staff on the status of guest rooms
- Up Selling guest rooms and promoting hotel services
- Handling cash payments
- Maintain a clean and neat front desk area
Front Office Agent
Dreams Beach Resort, Sharm El Shaikh, Egypt
Sharm El Shaikh
2011.10 - 2012.11
- Register & process guests and their assigned rooms
- Accommodate guest requests
- Communicating with hotel staff on the status of guest rooms
- Up Selling guest rooms and promoting hotel services
- Handling cash payments
- Maintain a clean and neat front desk area
Front Office Agent
Premier Romance Boutique Hotel & Spa, Hurghada, Egypt
Hurghada
2010.08 - 2011.03
- Register & process guests and their assigned rooms
- Accommodate guest requests
- Communicating with hotel staff on the status of guest rooms
- Up Selling guest rooms and promoting hotel services
- Handling cash payments
- Maintain a clean and neat front desk area
Tour Guide
Master Travel Service, Sharm El Shaikh, Egypt
Sharm El Shaikh
2009.01 - 2010.07
- Meet and greet the guest at the airport upon arrival.
- Pick up the guest from the airport to the hotel and ensure a smooth check in provided.
- Arrange a meeting with the guest and offer the company’s excursions/entertainment schedule and sharing more information about the country.
- Perform local excursions with the guest.
- To be the main point of contact for the guest during the stay.
- Pick up the guest on departure day, and drop to the airport and ensure warm farewell extended.
Front Office Telephone Operator
Intercontinental Abu Soma, Hurghada, Egypt
Hurghada
2007.04 - 2008.06
- Receive each guest call in a professional and friendly manner.
- Maintain effective communication with all related department to ensure smooth service delivery.
- Handle every query in a polite and courteous manner and exceed guest expectations.
- Ensure guests are greeting by name upon calling as per the Company Standard.
- Maintain an up to date knowledge of the hotel and local services.
Education
Bachelor’s degree - Language & Translation (German & English)
Skills
- MICROS Fidelio, Suite 8 & Opera, latest MS Windows / Office
LANGUAGE SKILL
Arabic – Mother tongue
English – Good
German – Fair
Russian – Operation Experience
Accomplishments
Departmental Trainer, (Trained full team freshly joined hospitality, and one of the team members joined the AICR competition and won the Dubai receptionist of the year winner 2015).
PERSONAL DOSSIER
- Date of Birth: 01 March 1984
- Marital Status: Single
PROFILE
- 13+ Years of experience in hospitality
- Ability in multi-tasking and timely completion of all assignments and ensuring maximum team performance and guest satisfaction
- Provide consultancy and advisory support to management related to daily operation
- Good communication skills
- Outstanding customer care and handling guest complains
INTERPERSONAL SKILLS
- Able to work under pressure.
- Have the team spirit.
- Proper use of authority
- Setting good example
COMPETENCIES
- Good health and Self-control
- Dedication and Loyalty
- Dependability
- Problem Solving
- Positive Attitude and Ethical Behaviour
Timeline
Guest services manager
The First Collection
2023.04 - 2026.02
Hotel assistant manager
Caesars Blue Water Dubai
2021.11 - 2022.10
Front Office Duty manger/Night manager
Caesars Blue Water Dubai (Preopening)
2018.10 - 2021.01
Front Office Duty Manger
Swissotel & Swissotel Living Al Ghurair Dubai
2017.10 - 2018.10
Villa Butler Team Leader
Jumeirah Zabeel Saray, Dubai
2016.11 - 2017.10
Front Office Team Leader
Jumeirah Zabeel Saray, Dubai
2014.07 - 2016.10
Front Office Agent
Taj Palace Dubai
2013.02 - 2014.05
Front Office Agent
Dreams Beach Resort, Sharm El Shaikh, Egypt
2011.10 - 2012.11
Front Office Agent
Premier Romance Boutique Hotel & Spa, Hurghada, Egypt
2010.08 - 2011.03
Tour Guide
Master Travel Service, Sharm El Shaikh, Egypt
2009.01 - 2010.07
Front Office Telephone Operator
Intercontinental Abu Soma, Hurghada, Egypt
2007.04 - 2008.06