Mohamed Reda Said
Assistant Front Office Manager
Dubai
Summary
Passionate Assistant Front Office Manager with 14 years of experience in the hospitality industry. Dedicated to driving business success, demonstrated leader who consistently exceeds goals. A self-motivated pre-opening expert and QA champion with a solid knowledge of accounting best practices. With a focused and detail-oriented approach. Excel at prioritizing projects and leading staff initiatives to optimize performance. Additionally, experienced in handling guest complaints and managing people, generating revenue, upselling, and overseeing administrative operations.
Overview
14
14
years of professional experience
Work History
Assistant Front Office Manager (Pre- Opening)
Embassy Suites by Hilton Dubai Business Bay
Dubai, Business Bay
2024.01 - Current
- Recruit, interview, and hire front office staff, ensuring right talent is onboard to deliver exceptional service.
- Create and implement standard operating procedures (SOPs) for front office operations, including check-in/out processes, guest services, and handling guest complaints.
- Design and implement comprehensive training programs , Training Calendar, to prepare team for opening, including soft skills, guest service standards, and operational procedures and be sure all trainings are documented
- Foster positive team culture that promotes engagement, motivation, and commitment to excellence.
- Create welcoming environment for guests from pre-opening stage, ensuring all touchpoints are handled with care and professionalism.
- Implement guest feedback systems and use insights to improve guest experience continuously.
- Collaborate with senior management in development and execution of pre-opening plan, ensuring all front office functions are operational by opening day.
- Design and implement tailored simulation scenarios and training programs for staff to prepare for hotel opening and deliver exceptional guest experiences from day one
- Lead and manage day-to-day front office operations, ensuring smooth and efficient service during pre-opening phase and beyond.
- Collaborate with other departments to establish interdependent procedures and workflows that ensure smooth, integrated operation across hotel.
- Manage relationships with external suppliers and vendors, including valet services and transportation providers, ensuring contracts and services meet hotel standards and guest expectations.
- Prepare and manage all required documents and procedural setups for DTCM audits and brand quality assurance audits to ensure compliance.
- Lead team in adhering to brand standards and local regulations, maintaining highest standards of service quality.
- Coordinate with installation team to ensure successful setup and testing of key software systems, including OnQ, Kipsu, and Adyen, for smooth front office operations
Assist in creating and managing front office budget, including staffing, technology, and resources. - Oversee billing, financial transactions, and cash handling, ensuring compliance with hotel policies.
- Ensure department is compliant with legal, health, and safety requirements.
- Provided support to Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
Assistant Front Office Manager
Hilton Ras AL Khaimah Beach Resort
2 2020 - 4 2023
- Occupy hotel lobby and other public areas greet, converse, and assist with enquiries, especially when VIP Guests, long stay guests, and others are in hotel
- Assisting and leading the team to achieve front office KPI's & Targets, like loyalty program (HH enrollment), Upselling program (FPG) and guest satisfaction (SALT, Review Pro) Manage, record, and resolve all Guest complaints promptly and effectively Follow any pending tasks or complains from previous shift
- Understand all credit procedures and ensure they are applied, monitoring Group master & House account
- Managed over 40 team members including concierge Stay current and up to date with all hotel products, services, policies and emergency procedures Monitor Guest satisfaction reports and implement actions to improve results Constantly check reservations to ensure room availability and special blockings are handled correctly on overbooking situation facilitate reservation of alternative hotel, supervise guest transfer, and make rational decisions best for hotel
- Assist in managing and motivating colleagues on daily basis to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards and provide guest satisfaction Assist AFOM in conducting periodic employee evaluation for all FO employees to review their general performance, discuss present performance and areas of improvement Coach, counsel and observe performance, encouraging improvement and administer disciplinary procedures whenever necessary Communicate with other departments to ensure proper handling of guests and groups Ensure reservation requests for suites, VIP and other special accommodations are met when possible Conduct daily pre shift briefings with all Front Office staff as Manager on Duty to ensure that all are aware of special events, guest arrival patterns and daily duties
- Boosted team performance by developing customer service training materials and conducting service training
- Initiated plans to improve customer relations, quality standards, and service efficiency
- Trained employees in essential job functions Developed and implemented new procedures and policies to improve operational productivity
Duty Manager
Hilton Ras AL Khaimah Beach Resort
2018.02 - 2020.02
Front office Supervisor
Miramar Al Aqah Beach Resort
2016.04 - 2018.02
- Replacing AFOM Monitor staffing levels to meet and cover business demands Ensure CID system is working properly, and all passports are uploaded to system Arranging Payroll and staff attendance Maintaining costs , cost control and awareness of budget targets for department.German. speaking person-to-contact at hotelRoom assignment and allocations Ensuring and providing flawless, upscale, professional and high-class guest service experiences
Front Office Shift Leader
Miramar Al Aqah Beach Resort
2014.01 - 2016.03
- Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services
- Processed check-ins and check-outs, created reservations and processed special requests
- Drove sales and maximized revenue by up-selling rooms and amenities
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel
- Coordinated with human resources department to handle payroll and personnel databases
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees
Guest Service Agent
Miramar Al Aqah Beach Resort
6 2013 - 1 2014
- Collected room deposits, fees, and payments
- Greeted guests upon arrival and offered assistance
- Answered guest inquiries and provided information regarding hotel services and amenities
- Recommended hotel services or amenities that guest may find useful
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
FO Shift Leader
JAZ LAMAYA & JAZ SAMAYA BEACH RESORT
2010.12 - 2013.06
- Handling check-in and checkout of arriving and departing guests as per Hotel standards Working Night Shift in Charge for 532 for more than 1 Year Replacing Guest Relation Manger Analyzing guest arrival reports in advance, Working with other departments ensuring all request are fulfilled before arrivals Organizing personal welcome letters and special amenities accordingly Welcoming all VIP guests on arrival, checking their satisfaction during day Handling all guest's comments and feedback on top hospitality web sites such as Holiday check and TripAdvisor
- Worked well in team setting, providing support and guidance Gained extensive knowledge in data entry, analysis and reporting
Guest service Agent
JAZ LAMAYA & JAZ SAMAYA BEACH RESORT
- Streamlined check-in process to decrease wait times and increase customer satisfaction Assisted guests with check-ins, account inquiries and any additional services needed Greeted guests upon arrival and offered assistance Maintained consistent positive customer feedback Answered guest inquiries and provided information regarding hotel services and amenities
Education
Bachelor Degree - Linguistics, German Language
AIN SHAMS UNIVERSITY
EGYPT 2006.09 - 2010.05
Skills
Pre Opening Expert
Mentor and Certified Trainer
Guest Satisfaction
Revenue Optimization
Project Management
Payroll System
Opera & Fidelio
Review Pro plat Form
OnQ PMS
Employee Development
New employee training
Certified First Aider
FPG Champion
Valid UAE driving license
Complaint Handling
Front Desk Operations
Languages
Arabic
German
Englsih
Russian
Timeline
Assistant Front Office Manager (Pre- Opening)
Embassy Suites by Hilton Dubai Business Bay
2024.01 - Current
Duty Manager
Hilton Ras AL Khaimah Beach Resort
2018.02 - 2020.02
Front office Supervisor
Miramar Al Aqah Beach Resort
2016.04 - 2018.02
Front Office Shift Leader
Miramar Al Aqah Beach Resort
2014.01 - 2016.03
FO Shift Leader
JAZ LAMAYA & JAZ SAMAYA BEACH RESORT
2010.12 - 2013.06
Bachelor Degree - Linguistics, German Language
AIN SHAMS UNIVERSITY
2006.09 - 2010.05
Assistant Front Office Manager
Hilton Ras AL Khaimah Beach Resort
2 2020 - 4 2023
Guest Service Agent
Miramar Al Aqah Beach Resort
6 2013 - 1 2014
Guest service Agent
JAZ LAMAYA & JAZ SAMAYA BEACH RESORT
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