Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
AdministrativeAssistant
Mohamed Mabrouk

Mohamed Mabrouk

Dubai

Summary

A highly motivated and customer-focused Front Office Team Leader with over 8 years of experience in hospitality and customer service management. Proven ability to lead, coach, and inspire front desk teams to deliver exceptional guest experiences. Strong expertise in overseeing daily front office operations, handling guest inquiries, resolving complaints, and ensuring smooth check-ins/check-outs. Adept at implementing efficient processes, maintaining high standards of professionalism, and fostering a positive work environment. Skilled in using property management systems (PMS) and capable of driving performance to meet service goals and operational targets. Passionate about hospitality, with a commitment to enhancing guest satisfaction and team performance.

Overview

8
8
years of professional experience

Work History

Guest Services Receptionist

Hilton
06.2022 - Current
  • Enforced policies and procedures to increase efficiency.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Monitored staff performance and provided feedback and guidance.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Trained new staff members in customer service techniques and hotel operations.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Monitored hotel's budget and financial records.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Skilled at working independently and collaboratively in a team environment.
  • Developed and maintained courteous and effective working relationships.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Proven ability to learn quickly and adapt to new situations.
  • Passionate about learning and committed to continual improvement.

Concierge Agent

Hilton
07.2021 - 06.2022
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted with luggage handling, valet services and concierge services.
  • Facilitated and coordinated transportation services for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Maintained accurate and up-to-date records of guest information.
  • Greeted guests upon arrival by providing warm welcome.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Assisted guests with variety of services and local attraction information.

Concierge Agent

Crown Plaza Hotel
01.2021 - 07.2021
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted with luggage handling, valet services and concierge services.
  • Facilitated and coordinated transportation services for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Maintained accurate and up-to-date records of guest information.
  • Greeted guests upon arrival by providing warm welcome.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Assisted guests with variety of services and local attraction information.

Concierge Agent

Millennium Plaza Hotel
06.2018 - 03.2020
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted with luggage handling, valet services and concierge services.
  • Facilitated and coordinated transportation services for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Maintained accurate and up-to-date records of guest information.
  • Greeted guests upon arrival by providing warm welcome.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Assisted guests with variety of services and local attraction information.

Concierge Agent

Atana Hotel
06.2017 - 05.2018
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted with luggage handling, valet services and concierge services.
  • Facilitated and coordinated transportation services for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Maintained accurate and up-to-date records of guest information.
  • Greeted guests upon arrival by providing warm welcome.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Assisted guests with variety of services and local attraction information.

Concierge Agent

Regency Hotel Alexandria
05.2016 - 05.2017
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
  • Responded to guest inquiries to maximize guest satisfaction.
  • Created welcoming and comfortable environment for guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Assisted with luggage handling, valet services and concierge services.
  • Facilitated and coordinated transportation services for guests.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Managed check-in and check-out procedures for guests.
  • Handled customer complaints to satisfy and retain guests.
  • Scheduled and confirmed restaurant reservations for guests.
  • Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
  • Maintained accurate and up-to-date records of guest information.
  • Greeted guests upon arrival by providing warm welcome.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Assisted guests with variety of services and local attraction information.

Education

High School Diploma -

Mohamed Korayem
Alexandria, Egypt
06.2008

Skills

  • Guest Relations
  • Reservation Management
  • Property Management Systems
  • Basic accounting
  • Complaint Handling
  • Maintenance Coordination
  • Administrative tasks
  • Records Management
  • Customer Service
  • Concierge services
  • Scheduling and calendar management
  • QuickBooks proficiency
  • Staff Training and Development
  • Employee Management
  • Lost and Found Management
  • Staff Management
  • Decision-making capabilities
  • Staff Supervision
  • Hotel information
  • Reservations assistance
  • Suggestive Selling
  • Shift Scheduling

Languages

Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)

Accomplishments

Achievements and K.P.I.s:

1. 35K FPG Club August 2022

2. 35K FPG Club December 2023

3. 35K FPG Club January 2024

4. Top Enroller April 2023

5. Top-Up Seller May 2023

6. First Runner Guest satisfaction sensation (Salt Survey Q2 2023)

7. Top-Up seller Q2 2023

8. Loyalty Star (Top enroller Q2 2023)

9. TEAM MEMBER OF THE QUARTER Q2 2023

10. Q3 1st Runner up top up seller of the quarter 3 - 2023

11. 3rd Top-up Seller October 2023

12. 2nd Up Seller September 2023

13. Second Up Seller for Q4 2023

14. Top-Up Seller January 2024

15. Top Enroller January 2024

16. 2nd Enroller February 2024

17. 3rd Up seller February 2024

18. Most recognized in social media for Q1 2024

19. Top-Up Seller March 2024

20. TOP Up Seller FOR Q1 2024

21. 3rd Up Seller April 2024

22. 2nd Up Seller May 2024

23. 2nd Up Seller June 2024

24. 2nd Up Seller of Q2 2024

Timeline

Guest Services Receptionist

Hilton
06.2022 - Current

Concierge Agent

Hilton
07.2021 - 06.2022

Concierge Agent

Crown Plaza Hotel
01.2021 - 07.2021

Concierge Agent

Millennium Plaza Hotel
06.2018 - 03.2020

Concierge Agent

Atana Hotel
06.2017 - 05.2018

Concierge Agent

Regency Hotel Alexandria
05.2016 - 05.2017

High School Diploma -

Mohamed Korayem

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