Moustafa Abdelkader
Abu Dhabi
Summary
Knowledgeable Guest Service Representative experienced in busy hotel Operations. Driven and dedicated with focus on delivering exemplary and exceptional service. Skilled multi‑tasker successful at meeting performance objectives and leading team members.
Overview
7
7
years of professional experience
Work History
Acting Night Manager
The St Regis Abu Dhabi
05.2024 - Current
- Addressing and resolving guest complaints and issues promptly.
- Conducting regular security checks throughout the hotel.
- Handling emergency situations, such as medical emergencies, fire alarms, and evacuations.
- Managing and supervising night shift staff, including receptionists, housekeepers, and security personnel.
- Overseeing the hotel's operations during the night shift to ensure smooth functioning.
- Handling end-of-day financial reporting and reconciliation.
- Preparing and submitting night audit reports.
- Updating and maintaining records and logs.
- Ensuring that all necessary documentation is completed accurately.
- Quickly identifying and resolving any issues that arise during the night shift.
- Making decisions to ensure guest satisfaction and operational efficiency.
- Acting as primary point of contact for VIP guests, ensuring their needs were met with utmost attention and discretion.
Front Desk Supervisor
The St Regis Abu Dhabi
01.2024 - Current
- Consistently ranked as the top upseller and the top enroller for Marriott Bonvoy
- Top upseller over Marriott Hotels in Abu Dhabi in 2023
- Handling Top VIP groups and Government delegations
- Handling guests requests and complaints.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
Guest Experience Expert
The St Regis Abu Dhabi
03.2023 - 01.2024
- Greeting guests and processing check in and out efficiently.
- Handled guests requests and complaints.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Implemented effective up-selling techniques for additional revenue generation while maintaining genuine care for the guest''s needs.
Guest Service Acting Supervisor
Emaar - Al Alamein Hotel, Task Force
08.2022 - 03.2023
- Handling the high profile top VIP regular guests.,The most famous celebrities, football players and business men of Egypt
- Preparing and organizing for the annual visit of the UAE royal family.
Guest Service Agent Acting Supervisor
Emaar - The Address Marassi Golf
10.2021 - 08.2022
- The main goal was the guest satisfaction and developing ourselves in the genuine care and personalized service and together we were able to : 1- keep our position as number one in Guest stay satisfaction over Emaar Hospitality Group for the second year
- 2- One of the top achievers hotels in TripAdvisor YTD 2022
- 3- 1st place in Egypt's leading family Resort 2022 from World Travel Awards
- Giving training on LQA and Forbes Travel Guide standards.
Guest Service Agent
Marriott, Le Meridien Cairo Airport
04.2021 - 09.2021
- Developing myself and getting experience by working in one of the busiest operations
- Working inside the airport have developed my ability in maintaining all the standards while being fast and active in completing my daily task
- New reservations and rate codes skills due to the huge numbers of walk in guests.
Front Office Shift Leader
The Makadi Spa
06.2019 - 11.2019
Front Office Shift Leader
Sunwing Water World Makadi
06.2018 - 06.2019
Receptionist
Sunwing Water World Makadi
06.2017 - 06.2018
Education
Bachelor of English Literature -
Al-Azhar University- Cairo
06.2020
Skills
- Guest experience
- Check-in and -out processes
- Guest reservations
- Cash and cards handling
- Communication skills
- Upselling techniques
- Hotel privacy policies
- Office supply management
- Time management
- Microsoft Office Suites
- Customer service focus
- People Management
Personal Information
- Date of Birth: 09/30/97
- Gender: Male
- Nationality: Egypt
Languages
Arabic
English
Timeline
Acting Night Manager
The St Regis Abu Dhabi
05.2024 - Current
Front Desk Supervisor
The St Regis Abu Dhabi
01.2024 - Current
Guest Experience Expert
The St Regis Abu Dhabi
03.2023 - 01.2024
Guest Service Acting Supervisor
Emaar - Al Alamein Hotel, Task Force
08.2022 - 03.2023
Guest Service Agent Acting Supervisor
Emaar - The Address Marassi Golf
10.2021 - 08.2022
Guest Service Agent
Marriott, Le Meridien Cairo Airport
04.2021 - 09.2021
Front Office Shift Leader
The Makadi Spa
06.2019 - 11.2019
Front Office Shift Leader
Sunwing Water World Makadi
06.2018 - 06.2019
Receptionist
Sunwing Water World Makadi
06.2017 - 06.2018
Bachelor of English Literature -
Al-Azhar University- Cairo
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