MOHAMED EBID
Dubai
Summary
Dynamic customer service and hospitality professional with over 10 years of expertise in enhancing guest experiences and resolving inquiries. Proven ability to boost customer satisfaction by streamlining communication and implementing feedback-driven improvements. Demonstrated success in up-selling strategies, achieving significant revenue growth. Trilingual communicator fluent in Arabic, English, and Russian, adept at building relationships and driving brand loyalty.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Experience Specialist
SR21 – UAS International
09.2022 - Current
- Deliver customer support through phone, email, and chat; resolve inquiries and complaints with professionalism.
- Collaborate with internal teams to enhance communication and expedite resolutions.
- Document cases and customer feedback to drive process improvements and support marketing efforts.
- Enhanced customer satisfaction through effective issue resolution.
- Streamlined communication between departments, reducing response times.
- Contributed to process improvements based on customer feedback.
Communications Center Operator
Habtoor Grand Resort
03.2020 - 08.2022
- Oversaw front desk operations, including check-in/check-out and reservation coordination via PMS tools.
- Addressed booking inquiries and guest concerns, ensuring high satisfaction and service standards.
- Utilized up selling and cross-selling strategies to enhance room and on-property revenue.
- Assisted in promotional activities through effective guest communication and marketing visuals.
- Optimized front desk efficiency, resulting in improved guest flow.
- Achieved 20% increase in up selling revenue through targeted techniques.
- Enhanced guest satisfaction scores by promptly resolving concerns.
- Collaborated on marketing initiatives, boosting promotional engagement.
Team Leader (F&B)
Mayden Hotel
10.2017 - 12.2019
- Oversee daily bar and restaurant operations, ensuring exceptional guest experiences and adherence to hygiene standards.
- Train and mentor junior staff while managing schedules for efficient shift transitions.
- Drive sales growth through effective recommendations and guest interactions.
- Assist in executing F&B promotions and themed events, including menu and visual design.
- Directed service delivery to enhance guest satisfaction.
- Mentored staff to improve performance and service quality.
- Increased sales through up selling and strategic guest engagement.
- Collaborated on promotional events to boost brand visibility.
Floor Supervisor
Five Star Management
05.2013 - 01.2017
- Oversaw restaurant floor operations, coordinating staff activities to uphold service standards.
- Managed reservations and seating plans, optimizing guest flow and maximizing capacity.
- Enhanced sales through product knowledge and up selling strategies.
- Maintained customer records, processed billing, and resolved service issues efficiently.
- Coordinated staff schedules to ensure peak service times were adequately covered.
- Increased guest satisfaction scores by implementing feedback mechanisms.
- Streamlined reservation processes, reducing wait times by 20%.
- Trained new staff on service standards and operational procedures.
Education
Diploma - Construction Architecture
Kafr EL-Zayat Architecture
Egypt07.2010
Skills
- Customer Experience
- Hospitality Operations
- Guest Relations
- Communication Skills
- Complaint Resolution
- Front Office Operations
- Upselling
- Problem Solving
- Graphic Design
- AI Tools & Technology
- Basic Data Analytics
- Microsoft Office Suite
Certification
- Oct 2013 HACCP – Food Safety & Hygiene Certification, Ministry of Tourism, Egypt
- Dec 2013 Advanced Food & Beverage Service Training, Ministry of Tourism, Egypt
- Nov 2025 – Present Artificial Intelligence & Applied AI Systems, London International Research Center
- Jan 2026 – Present Data Analytics & Business Intelligence, London International Research Center
- Nov 2017 – Jan 2018 HACCP – Food Safety & Hygiene Certification, Meydan Hotel, Dubai
- Jan 2026 Graphic Design & Visual Communication, SAE University College
LANGUAGES
Arabic
English
References
References available upon request
EXTRACURRICULAR ACTIVITIES
Dec 2025 — Present Retail Innovation & AI Research (Independent Project), Self-Initiated Project Dubai, UAE Conducting research and development on AI-driven retail experience systems focused on customer profiling, and luxury customer journey enhancement. Dec 2025 — Present Retail Innovation & AI Research (Independent Project), Self-Initiated Project Dubai, UAE Conducting research and development on AI-driven retail experience systems focused on customer profiling, and luxury customer journey enhancement.
Timeline
Customer Experience Specialist
SR21 – UAS International
09.2022 - Current
Communications Center Operator
Habtoor Grand Resort
03.2020 - 08.2022
Team Leader (F&B)
Mayden Hotel
10.2017 - 12.2019
Floor Supervisor
Five Star Management
05.2013 - 01.2017
Diploma - Construction Architecture
Kafr EL-Zayat Architecture