SAMIR Elkhouly
Dubai
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value
Overview
8
8
years of professional experience
Work History
Night Manager
Anantara Santorini Abu Dhabi Retreat (Pre-Opening)
01.2024 - Current
- Welcome and assist guests upon arrival during the night hours
- Ensure that all guests receive top-notch service and have their needs and requests attended to promptly
- Handle and resolve guest concerns, complaints, or special requests efficiently and effectively
- Maintain a discreet and professional demeanor when dealing with VIP and high-profile guests
- Supervise and support the team of butlers, ensuring they are well-prepared for their duties.
- Ensure that butlers provide personalized and anticipatory service to all guests, including unpacking, packing, in-room dining, and other personalized services.
- Respond to emergencies and guest requests promptly and appropriately
- Ensure all guest requests are accurately recorded and executed promptly
- Managed employees in delivering smooth, productive night shift operations.
- Created nightly shift task lists to assign duties to each employee.
- Elevated front desk performance by implementing streamlined check-in/check-out processes focused on expediting guest interactions without sacrificing quality of service.
DUTY MANGER
Premier Inn Dubai Barsha Heights
01.2022 - 12.2023
- Ensures a high standard of service is delivered to all guests & visitors received in compliance with the company vision, values, brand standards, policies, and procedures.
- Responsible for all first level escalations and make decisions in line with the role scope or escalates accordingly
- Ensures team compliance on delivery of all reception policies, procedures, & standards
- Adheres to & ensures the safety of the team.
- Ensures the safety of all guests and manages emergency responses as required in line
- Monitors & ensures individual & team KPI's, objectives, development plans or training
- Reply to Reviews on trip advisor and booking.com negative and positive feedback
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
RECEPTION TEAM LEADER
PREMIER INN DUBAI INVESTMENTS PARK,
02.2020 - 01.2022
- Prioritizes the needs of internal & external customers, & encourages others to go the “extra mile.
- Supports with coordinating team shift schedules as required.
- Accurately verifies all cashier closures at the end of shift for billing.
- Preparation of shift, daily, weekly & monthly reports as required
- Ensured compliance with company policies and industry regulations regarding customer data privacy, confidentiality, and security measures in place at the reception area.
- Facilitated seamless transitions between shifts by conducting thorough handovers, ensuring all relevant information was communicated effectively between team members.
- Boosted team productivity with thorough training sessions, focusing on office procedures and interpersonal skills.
- Expedited check-in and check-out processes to ensure timely arrivals and departures for all guests.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
RECEPTIONIST
PREMIER INN DUBAI INVESTMENTS PARK
01.2018 - 01.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed multiple tasks and met time-sensitive deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Assisted in the onboarding of new employees by preparing orientation materials and providing guidance on company policies.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
HOUSEKEEPING ROOM ATTENDANT
PREMIER INN DUBAI INVESTMENTS PARK
08.2016 - 12.2017
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
Education
High School Diploma -
Abel Inama Diploma
EgyptCOMPLETED COURSEWORK TOWARDS INDUSTRIAL ELECTRONIC
EgyptSkills
- Safe serving knowledge
- Problem solving
- Employee training
- Computer literate
- Microsoft Office and Outlook
- Opera PMS
- Opera Cloud
- Customer service
- Interpersonal skills
- Time management
- Guest Assistance
- Guest Relations
- Sales Leadership
- Work Planning and Prioritization
- Teamwork and Collaboration
Timeline
Night Manager
Anantara Santorini Abu Dhabi Retreat (Pre-Opening)
01.2024 - Current
DUTY MANGER
Premier Inn Dubai Barsha Heights
01.2022 - 12.2023
RECEPTION TEAM LEADER
PREMIER INN DUBAI INVESTMENTS PARK,
02.2020 - 01.2022
RECEPTIONIST
PREMIER INN DUBAI INVESTMENTS PARK
01.2018 - 01.2020
HOUSEKEEPING ROOM ATTENDANT
PREMIER INN DUBAI INVESTMENTS PARK
08.2016 - 12.2017
High School Diploma -
Abel Inama Diploma
COMPLETED COURSEWORK TOWARDS INDUSTRIAL ELECTRONIC
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