Mostafa Ahmed

Work History

Bellman

Ritz Carlton

Sharm Elsheikh, Egypt

01.2010 - 08.2011

Sharm Elsheikh, Egypt Cross training in the PBX as an Agent
Escorted guests to and from rooms, assisting with their luggage and engaging in friendly conversation.
Provided guests with information regarding hotel's amenities, local attractions and dining options.
Communicated with coworkers and managers to coordinate tasks.
Handled equipment, chemicals and materials with caution.
Conducted deliveries between businesses, shops and households.
Carried luggage for guests, providing outstanding customer service.
Addressed customer questions and escalated customer complaints following established procedures.
Marked baggage accurately with claim checks
Planned most efficient route to meet daily delivery goals.

Assistant Chief Concierge

JW Marriott Marquis Dubai

Dubai, UAE

08.2023 - Current

Provided guests with lists of upcoming activities and events.
Transported luggage to and from rooms to accommodate guests.
Maintained tidy work area to promote cleanliness and quality standards.
Provided guests with keys and directions to room locations.
Coordinated with housekeeping or maintenance department to address needs of clients.
Greeted guests and managed check-in and check-out procedures.
Answered and transferred calls to designated recipients.
Arranged for transportation to and from the airport, train station and events for visitors upon request.
Maintained strict impartiality and confidentiality.
Accurately maintained organised, updated files in digital and physical formats.
Maintained clean and hygienic areas of work.
Reported incidents quickly and accurately following internal procedures.

Assistant Manager

Grand Hyatt Kuwait, Guest

Kuwait, Kuwait

07.2022 - 08.2023

Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
Enforced company policies and guidelines for all employees.
Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
Worked with store manager to develop action plans to increase performance and exceed sales KPIs.
Trained staff on best practices to achieve optimal productivity.
Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.

Public Relations Manager

Yang Ming

Cairo, Egypt

06.2021 - 07.2022

Shipping lines New Cairo Branch, Egypt Administration
Created flyers and business cards to support marketing and promotions.
Organised press conferences to answer questions and deliver announcements.
Prioritised enquiries and interview requests to facilitate timely responses to media professionals.
Handled life-cycle planning, development and implementation strategies across various PR projects.
Briefed spokespeople as appropriate, helping to shape responses to media enquiries.
Launched innovative, effective promotions and marketing campaigns to meet client demands.

Front Office Supervisor

Boulevard Residence

Dubai, UAE

07.2019 - 03.2021

Guaranteed guest comfort, ensuring cleanliness and neatness of front desk, restaurant, and rooms.
Implemented triage procedures to solve bottlenecks at check-in, reducing waiting times by 50%.
Oversaw 11 front desk agents in providing smooth and efficient service in compliance with hotel brand standards.
Managed guest accounts with zero error, reviewing cashiers reports and verifying balances, banks and deposits.
Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
Reviewed front office log books and guest feedback forms to identify areas needing improvement.

Front Office Night Manager

Courtyard By Marriott Green Community DIB

Dubai, UAE

05.2018 - 07.2019

Reviewed front office log books and guest feedback forms to identify areas needing improvement.
Accepted and recorded vouchers, travellers cheques and other forms of payment.
Used up-selling techniques to promote hotel services and facilities for higher profit margins.
Encouraged mutual trust, respect and cooperation among team members.
Generated reports and feedback for presentation to general manager.
Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
Promoted brand loyalty scheme to boost repeat bookings.
Assessed VIP reservations, amenity orders and resumes for incoming house guests.
Prevented overspending by constantly monitoring budgets and payroll records.

Concierge Agent

Ritz Carlton DIFC

Dubai, UAE

02.2017 - 05.2018

Transported luggage to and from rooms to accommodate guests.
Provided guests with lists of upcoming activities and events.
Answered and transferred calls to designated recipients.
Arranged for transportation to and from the airport, train station and events for visitors upon request.
Maintained a tidy work area to promote cleanliness and quality standards.
Assessed reliability of information received, enhancing data accuracy.
Reported incidents quickly and accurately following internal procedures.
Interviewed individuals following specific questions to compile pertinent information.
Maintained clean and hygienic areas of work.

Front Office Night Supervisor

Fairmont Dubai

Dubai, UAE

08.2016 - 02.2017

Responded to guest questions and inquiries, using hotel and local area knowledge to provide helpful recommendations.
Managed guest accounts with zero error, reviewing cashiers reports and verifying balances, banks, and deposits.
Guaranteed guest comfort, ensuring cleanliness and neatness of front desk, restaurant, and rooms.
Handled inventory control for front office and stationery supplies, reordering low stock items.
Participated in interviewing and hiring of front office staff.
Assessed VIP reservations, amenity orders and resumes for incoming house guests.
Collaborated with travel agents to respond to special requests for rooms and rates.
Communicated room status information to housekeeping team for turnover.
Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
Completed weekly front office rota to guarantee optimal cover for operations.
Reviewed front office log books and guest feedback forms to identify areas needing improvement.

Front Office Night Agent

Ritz Carlton DIFC Dubai UAE

Duabi, UAE

02.2015 - 06.2016

Kept the reception area clean and neat to give visitors a positive impression of the company.
Answered and helped resolve inquiries from clients, vendors, and the general public.
Delivered front-of-house duties warmly and professionally.
Reduced waiting times through effective time and resource management.
Collected and distributed incoming mail, employing strict confidentiality throughout.
Handling Check-in and Check-out
Taking care of the Opera night run
Clearing the system for the next day's operation

Bellman

Double Tree by Hilton JBR Dubai

Dubai, UAE

02.2014 - 02.2015

Pre-Opening Team
Escorted guests to and from rooms, assisting with their luggage and engaging in friendly conversation.
Provided guests with information regarding hotel's amenities, local attractions and dining options.
Communicated with coworkers and managers to coordinate tasks.
Adhered to company safety regulations and OSHA requirements.
Handled equipment, chemicals and materials with caution.
Maintained positive, helpful attitude to deliver exceptional customer service.
Conducted deliveries between businesses, shops and households.
Marked baggage accurately with claim checks
Planned most efficient route to meet daily delivery goals.
Conducted deliveries on bikes, foot and in cars.
Explained features in accommodation venue and answered guest questions.

Front Office Night Agent

Ritz Carlton

Doha, Qatar

09.2011 - 02.2013

Kept the reception area clean and neat to give visitors a positive impression of the company.
Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
Answered and helped resolve inquiries from clients, vendors, and the general public.
Managed bookings using Opera software to schedule, cancel, and re-arrange appointments.
Delivered front-of-house duties in a warm and professional manner.
Handling the opera night run on a daily basis and clearing the system for the next day (Early Departure - Pre-Reg Guest - Room Assignment)

Summary

Overview

Work History

Bellman

Assistant Chief Concierge

Assistant Manager

Public Relations Manager

Front Office Supervisor

Front Office Night Manager

Concierge Agent

Front Office Night Supervisor

Front Office Night Agent

Bellman

Front Office Night Agent

Education

Bachelor of Laws - LLB - Law

Skills

Interests

Additional Information

Languages

Timeline

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