Mustafa Abbas
Dubai,UAE
Summary
Knowledgeable hotelier skilled in curating unforgettable guest experiences, interacting with customers to meet exact guest needs and exceed guest expectations while demonstrating excellent planning and organization abilities for smooth operation
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Reservations Agent
Pullman Dubai Downtown
Dubai, UAE
05.2023 - Current
- Manage incoming reservation requests via phone, email, and online travel agencies (OTAs).
- Refresh product knowledge and standards to maintain the LQA and Forbes score above 90%.
- Collaborate with various departments to ensure seamless guest accommodations.
- Handle no-shows and late cancellations, while upselling room categories to boost revenue.
- Optimize inventory management, especially during high occupancy periods, to maximize hotel revenue.
- Dealt with high-volume calls and emails competently to meet service targets.
- Conduct calls professionally and politely to maintain excellent service standards.
- Resolve complaints, cancellations and refunds with mutually beneficial solutions.
Cluster Reservations Agent
Emaar Hospitality Group
North Coast, Egypt
01.2022 - 04.2023
- Ran morning report and sharing it with all department heads
- Performed arrival check to keep the guest bookings accurate, maintain the correct billing instructions and updating the guest profile with VIP status and preferences
- Conducted LQA role plays weekly to insure high level of standard in calls and reservation process.
- Liaised with corporate booking agents to coordinate and update itineraries.
- Maintained product knowledge to provide accurate information on local tour services.
Waiter
Emaar Hospitality Group
North Coast , Egypt
05.2022 - 10.2022
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Cleaned and set tables quickly after customers left to maximise restaurant capacity.
- Prepared tables for guests and reset tables between customers.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
Telephone Operator
Emaar Hospitality Group
North Coast , Egypt
09.2018 - 05.2021
- Processed information quickly in time-critical situations.
- Resolved customer issues and escalated major concerns to management.
- Received telephone inquiries, answering questions with up-to-date information.
- Answered calls within required timeframe to meet established quality standards.
Education
Bachelor in Hospitality Management - Tourism, Hospitality and Heritage Management
University of Alexandria
Alexandria, Egypt 09.2018 - 05.2022
Skills
- Decision Making
- Communication Skills
- Leadership
- Cooperation
- Opera V5 & Cloud
- Attention to Detail
- Complaint management
- Customer Service
- CRM
- Resaweb
- Travelclick
- Accor Hotel Distribution
- Micros POS
- OTAs Extranet (Bcom, Expedia, Agoda, Etc…)
Languages
Arabic
Native
English
Fluent
German – Good
Intermediate
Affiliations
- Chess
- Online gaming
Timeline
Reservations Agent
Pullman Dubai Downtown
05.2023 - Current
Waiter
Emaar Hospitality Group
05.2022 - 10.2022
Cluster Reservations Agent
Emaar Hospitality Group
01.2022 - 04.2023
Bachelor in Hospitality Management - Tourism, Hospitality and Heritage Management
University of Alexandria
09.2018 - 05.2022
Telephone Operator
Emaar Hospitality Group
09.2018 - 05.2021
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