Mohamed Salem

At the role I have obtained the service Excellence by making sure that we are following the international guide lines of Customer Service, By Placing all necessary standards for making the experience of clients memorable in private medical providers.

• Cultivated strong relationships with clients, leading to increased loyalty and repeat business.
• Identified patterns and trends that resulted in undesirable outcomes or compromised program compliance and developed corrective action plans.
• Reduced customer complaints by closely monitoring service quality and addressing issues proactively
• Boosted overall efficiency with the introduction of new tools and resources for tracking progress and measuring success
• Optimized workflows by identifying areas for improvement in processes, policies, and procedures

Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

• Maintain a professional and high-quality service oriented environment at all times
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
• Managed 35 employees in delivering smooth, productive night shift operations.
• Handled emergency situations calmly and professionally, coordinating with necessary personnel to ensure guest safety and minimal disruption to their stay.
• Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
• Resolved guest complaints effectively, working towards satisfactory outcomes that enhanced overall satisfaction levels.
• Created nightly shift task lists to assign duties to each employee.
• Enhanced team performance by providing regular training and promoting a positive work environment.

• Supervise front desk staff and ensure that provide excellent customer service
• Respond to guests' inquiries and requests in a timely and professional manner
• Monitor daily operations of the front desk, including check-ins, check-outs, and guest requests
• Manage reservations and room availability
• Ensure accuracy of billing and payment processes
• Monitor and review guest feedback
• Resolve customer complaints
• Train and coach front desk staff
• Monitor staff performance and provide feedback
• Maintain a clean and organized front desk area
• Completed bi-weekly payroll for 12 employees.

• Create an inspiring team environment with an open communication culture
• Set clear team goals
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Encourage creativity and risk-taking
• Suggest and organize team building activities
• Completed bi-weekly payroll for 14 employees.

• Welcoming guests as arrive and checking them into their rooms
• Answering phone calls and responding to guest inquiries
• Handling guest complaints and resolving issues in a timely and professional manner
• Processing payments and maintaining accurate guest records
• Assisting guests with luggage and other requests
• Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly
• Maintaining a clean and organized front desk area
• Providing information about hotel amenities, local attractions, and restaurants
• Upselling hotel services and amenities to guests
• Ensuring guest satisfaction throughout their stay

• Welcoming guests as they arrive and checking them into their rooms
• Answering phone calls and responding to guest inquiries
• Handling guest complaints and resolving issues in a timely and professional manner
• Processing payments and maintaining accurate guest records
• Assisting guests with luggage and other requests
• Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly
• Maintaining a clean and organized front desk area
• Providing information about hotel amenities, local attractions, and restaurants
• Upselling hotel services and amenities to guests
• Ensuring guest satisfaction throughout their stay

• •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 greeted by name upon calling as per the Rotana Standard
• •Maintain an up to date knowledge of the hotel and local services
• •Maintain an awareness of guest profile through the Opera guest profile system
• •Complete management’s long distance call vouchers and record them on the traffic sheet
• •Maintain the guest wake up call sheet and deliver calls accordingly on time and to the established standard
• •Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls
• •Take messages for guests and management as per the required standard.