Mohamed Reda Said

• Occupy the hotel lobby and other public areas Greet, converse, and assist with enquiries, especially when VIP Guests, long-stay Guests, and others are in the hotel
• 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 GM & HA 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 the reservation of alternate hotel, supervise guest transfer, and make rational decisions best for the hotel
• Assist in managing and motivating colleagues on a 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
• 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 the Manager on Duty to ensure that all are aware of special events, guest arrival patterns and daily duties Assisting to achieve Front Office Targets and KPI FPG upselling Champion, leading the team to achieve the target and achieving highest ADR on EMEA for 2022
• Boosted team performance by developing customer service training materials and conducting service training.
• Trained employees in essential job functions.
• Initiated plans to improve customer relations, quality standards, and service efficiency.

• To ensure that Team Members are prepared and well-informed to deliver exceptional experience
• Replacing AFOM Monitor staffing levels to meet and cover business demands Ensure CID system is working properly and all passports are uploaded to the system Arranging Payroll and staff attendance Maintaining costs and cost control and awareness of budget targets for the department German speaking person-to-contact at the hotel Room assignment and allocations
• Ensuring and providing flawless, upscale, professional and high class guest service experiences Assisting FOM managing, training and developing the FO Team

• 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.
• Monitored office supplies by checking inventory and placing orders.
• 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.

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.
• Provided guest assistance and recommendations for tourist attractions.
• Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.

• 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 the guest arrival reports in advance, working with other departments ensuring all request are fulfilled before arrivals Organizing the personal welcome letters and special amenities accordingly Welcoming all VIP guests on arrival, checking their satisfaction during the day Handling all the guest’s comments and feedback on top hospitality web sites such as Holidaycheck and TripAdvisor.