Waad Al Zard
Dubai
Summary
Eager learner and leader with over 7 years of experience in advanced operations specializing in VIP guest services. Proven feedback of maintaining effective high levels of procedures and monitoring strategies that enhance the sensitive field of protocol.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Assistant Protocol Manager
Burj Al Arab Jumeirah
Dubai
10.2021 - Current
- Recognized and assisted prominent societal leaders, including governmental officials, royalty, presidents, ministers, and prime ministers.
- Maintaining an open line of communication and ensuring any complaints and feedback are handled effectively by liaising with other related departments.
- Immediately solving any protocol problems that come up during events or large meetings by coordinating with the team.
- Building and maintaining good relationships with government officials, and coordinate with public relations teams.
- Coordinating exclusive showings and escort of Burj Al Arab and Madinat Jumeirah for VIP leaders, governmental officials, ambassadors, generals, VIP family members etc.
- Assisted at the World Government Summit held at Madinat Jumeirah the last three years, handling delegations, bookings and overall operations.
- Keeping all VIP information's up to date for future requests and while maintaining confidentiality.
Duty Manager
Jumeirah Beach Hotel
Dubai
08.2019 - 09.2021
- Ensuring that Front Office shifts are run efficiently, providing outstanding guest service, assisting all Front Office team members, and maintaining a calm, professional environment at all times.
- Collected, analyzed, and reported on metrics like the number of guests served, the popularity of services, common unmet needs, monitoring inventory, room availability, and rates.
- Handled the tracking of service issues, such as complaints, requests, and service disputes.
- Kept records of guest interactions, processed customer accounts, and filed documents.
- Full understanding of the organization's objectives and motivating the team into the training programs (e.g., Axonify) that are aligned with these objectives.
- Monitored performance of staff members, offering advice where appropriate.
- Encourage an environment that supports open, ongoing feedback and coaching to bridge gaps for better performance.
Guest Relations Officer
Habtoor Grand Resort
Dubai
05.2017 - 07.2019
- Providing hotel guests with above-and-beyond service to ensure their experience will be worth remembering.
- Created and maintained desk forms and procedures to assist with administrative tasks.
- Addressed and resolved customer complaints through guest interactions.
- Trained new hires and cross-trained colleagues at the front desk and guest relations.
Education
Master Of Business Administration - International Hospitality Management
Emirates Academy of Hospitality Management
Dubai08.2021
Bachelor's - Business And Human Resource Management
Hamdan Bin Mohammad Smart University
Dubai12.2018
Skills
- Microsoft Office
- Opera Cloud
- Hotsos System
- Relationship building
- VIP guest service
- Conflict resolution
- Team leadership
- Event management
- Protocol coordination
- Confidential information handling
Certification
- Completion Certificate - Oratory and presentation and the impact on the public, 2015
- Completion Certificate (HNI Training) - Business Etiquette & Protocol, 2017
- Completion Certificate (HNI Training) - Effective Communication Skills, 2017
- Completion Certificate (HNI Training) - Customer Service Excellence, 2017
- Completion Certificate (HNI Training) - Creative Problem Solving, 2017
- Completion Certificate (HNI Training) - Emotional Intelligence & Cultural Understanding, 2017
- AHLEI (American hotel and lodging Educational Institute) - Hospitality Today an introduction
- AHLEI (American hotel and lodging Educational Institute) - Leadership and management in hospitality industry
- AHLEI (American hotel and lodging Educational Institute) - Management of food and beverage operations
Language Competencies
- Arabic, Native Language
- English, Fluent (Speaking, Writing, and Reading)
Timeline
Assistant Protocol Manager
Burj Al Arab Jumeirah
10.2021 - Current
Duty Manager
Jumeirah Beach Hotel
08.2019 - 09.2021
Guest Relations Officer
Habtoor Grand Resort
05.2017 - 07.2019
Master Of Business Administration - International Hospitality Management
Emirates Academy of Hospitality Management
Bachelor's - Business And Human Resource Management
Hamdan Bin Mohammad Smart University