Oumaima Janih
Dubai
Summary
Great and interpersonal communication skills lend to the creation of perfect dining experiences. 6 years of experience in hospitality with full knowledge and understanding of responsibilities of a Hostess. Energetic team player with exceptional experience-enhancing customer experiences in food service setting. Courteous and friendly when directing customers to tables, giving directions, and taking reservations. Constantly finding new ways to exceed customers' expectations with personalized service.
Overview
7
7
years of professional experience
Work History
Head Hostess
Ossiano Dubai
09.2024 - Current
- Took reservations by phone and walk-in, keeping scheduling demands, and kitchen output in time to avoid overbooking.
- Preparation of daily reports and guest profiles for upcoming bookings.
- Developed strong relationships with returning guests, encouraging loyalty and driving repeat business.
- Served as a liaison between guests and management in addressing concerns or special requests in realtime.
- Conducting regular trainings for the VIP hostess team of the Restaurant.
- Delegating daily tasks within the team.
- Handled guest complaints with tact and diplomacy, working to find satisfactory resolutions promptly.
- Assisted in planning and organizing various 4 hands events with chefs such as Julien Royer, Chef Junghyun Park, Chef Sergio Torres.
VIP Hostess
Ossiano Dubai
06.2023 - Current
- Enhanced guest experience by providing personalized attention and anticipating needs.
- Maintained a welcoming atmosphere for high-profile clientele with exceptional organizational skills and attention to detail.
- Maximized revenue opportunities by upselling premium services and products to guests as appropriate. (Valentines and New Years reservations).
- Streamlined venue operations by monitoring inventory levels and making timely restocking requests.
- Ensuring proper floor plan is executed for each service based on day of booking and client priority.
- Coordinating with various departments such as Diver teams, Pastry, Restaurant reservations, Concierge to ensure that every guest leaves as an ambassador of the restaurant.
- Improved team performance by training new VIP Hostesses on company standards, protocols, and best practices.
- Answered customer questions about hours, seating, and menu information.
- Partnered with servers to quickly address any potential issues related to food allergies or dietary restrictions, ensuring a positive dining experience for all guests.
- Implemented improvements in reservation system management resulting in fewer scheduling conflicts or overbooking during high-volume periods.
- In charge of most administrative work such as preparing reservation and cancellation reports, turn away reports, allergy reports, guest profiles and guest feedback.
Hostess
Golden Fish Rabat restaurant
01.2023 - 04.2023
- Welcoming and greetings the guests upon their arrival , escorting them to the assigned dining or bar area
- Managing the reservations, preparing the seating assignments prior to service and present the plan to restaurant manager during pre-shift briefing.
- Performing opening tasks , answering the emails, calls, following up with upcoming bookings, research about the guests and conduct closing duties as per operational requirements.
- Maintained professional and sharp appearance at all times.
- Promptly reported complaints to the management team.
- Handling VIP's, coordinating private hire bookings.
Hostess Supervisor
Vaccination Center
11.2020 - 12.2022
- Greeted the Diplomats and VIP guests upon arrival and escorted them to vaccination
- Assisting with a variety of administrative tasks including sending emails to Embassies.
- In Charge of Diplomat connections and maintaining personal files of Diplomats to be shared with Ministry of Health and Embassies.
- Interacted with guests to obtain positive or negative feedback and constructively apply information.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
Hostess
SO LOUNGE Rabat
08.2018 - 04.2019
- Welcoming and greeting the guests, escort the guests to the tables in the restaurant.
- Managing the reservation and the pre arrival experience of the guests.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Handling VIP's, exclusive hire bookings, assisting the requests.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Call Center Agent
Hotel Sofitel Rabat
07.2017 - 07.2018
- Schedule Appointments and bookings for clients.
- Receiving Phone Calls and replying to E-mails.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Streamlined issue resolution processes by collaborating closely with colleagues from other departments when necessary.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
Education
Bachelor of Science - Biochemistry
University of Science
Rabat06.2018
High School Diploma -
El Moutanabi
Sale06.2015
Skills
- Ability to work with team
- Excellent communication and organizational skills
- Problem-solving abilities
- Attention to details
- Proficient in utilizing computer program: MS Office, Opera, Sevenrooms
- Guest Relations
- VIP handling
- Effective networking
- Multilingual Proficiency
- Guest complaint resolution
Languages
Arabic
English
French
Timeline
Head Hostess
Ossiano Dubai
09.2024 - Current
VIP Hostess
Ossiano Dubai
06.2023 - Current
Hostess
Golden Fish Rabat restaurant
01.2023 - 04.2023
Hostess Supervisor
Vaccination Center
11.2020 - 12.2022
Hostess
SO LOUNGE Rabat
08.2018 - 04.2019
Call Center Agent
Hotel Sofitel Rabat
07.2017 - 07.2018
Bachelor of Science - Biochemistry
University of Science
High School Diploma -
El Moutanabi
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