Reda El Maasarawi

Directed daily operations across hotel departments, ensuring seamless guest service aligned with airport terminal operations.

Elevated guest satisfaction rating on Booking.com from 8.3 to 8.7 through service audits and proactive issue resolution.

Led multicultural team, implementing strategic service recovery plans akin to passenger handling procedures.

Managed complaints and coordinated departmental responses, reflecting the cross-functional nature of airport services.

Oversaw budgeting, reporting, and resource allocation, applicable to airport shift or terminal management.

Served as primary contact for patients and families, managing inquiries and concerns with professionalism.

Communicated effectively with patients from diverse cultural backgrounds to address needs compassionately.

Leveraged hospitality experience for prompt service recovery and collaborative complaint resolution.

Conducted follow-up communications to ensure resolution of concerns and exceed expectations.

Educated patients about hospital procedures and services in a clear, approachable manner.

Managed all hotel operations during overnight shifts, ensuring seamless service delivery.

Oversaw front office operations, night audits, and hotel safety protocols.

• Trained team members to guarantee exceptional guest experiences from check-in to check-out.

Greeting guests and managing check-in/out processes using Opera software.

Handled cash, cheque, and credit transactions while ensuring accurate billing.

Addressed written and verbal guest requests, maintaining a courteous approach.

Managed internal and external calls on switchboard, directing as needed.

• Coordinated with departments such as Housekeeping and Restaurant to enhance service delivery.