Waleed Fadel
Dubai
Summary
To enhance my skills and further my career by filling the position of Assistant Front Office Manager in well-established organization. I am excellent in working with others to achieve a certain objective on time and with excellence. To pursue a challenging career in a well-established firm or investment company, where I can use my skills, gain knowledge, experience, and feel I have the necessary qualifications, professional attitude and vision for a supreme career in the Customer Service field.
I am an energetic, ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. As a graduate with five years' worth of experience in Concierge and MANAGEMENT, I am excellent in working with others to achieve a certain objective on time and with excellence.
Overview
29
29
years of professional experience
2
2
Languages
Work History
Front Office Manager
Carlton Downtown Hotel
01.2023 - Current
- Familiar with Front Office Standards and Procedures
- Support all Front Office Areas and Supervisors
- Report to management on deficiencies and irregularities noted in the operation
- Maintain a thorough knowledge of the room rates, discounts, packages, hotel facilities, special events, etc
- Maintain good knowledge of all corporate programs
- Be familiar with hotel standards and is guided in daily work by these
- Monitors staff performance continuously in this respect
- Be open to new ideas and system which could benefit the department and hotel
- Represent Management in all guests related issues in the best possible ways of importance and guest comments in shift logbook for Management
- Responds immediately on medical requests and emergencies
- Assist in investigating and resolving written guest complaints
- Assist other departments in resolving problems when Department head concerned is not available
- Supervise work operations of the department
- Seek opportunities to continually improve guest service
- Maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests
- Ensure a high level of cleaning is maintained in work area
- Ensure all reporting and servicing deadlines are met on a timely basis
- Lead by example
- A hand 'ON' Management style is required
- Assist in handling claimed reservations and turn-away according to hotel policies and procedures
- Ensure that guest complaints are properly logged and acted upon by trying to avoid any guest leaving the hotel dissatisfied
- Solicits assistance from other Management if needed
- Handle guest requests and takes personal responsibility to ensure request is met by following up with relevant departments
- Meet VIPs, Regular guests and long staying guests upon arrival and ensures their allocated accommodation is satisfactory
- Assist Reception when required, help guest check in, check out, etc
- Deliver high quality service to guests
- Ensure guest needs and reasonable requests are met
- Take appropriate action to resolve guest complaints
- Sell the hotel products and services using up-selling and suggestive selling techniques
- Be trained and able to fill in other Sections of the Front Office with Business requirements deemed necessary
- Support and assist in Guest History and Guests Preferences to ensure accurate and pertinent information to achieve consistent deliver of Guest Relations throughout the hotel
Cluster Asst. Front Office Manager / In-charge
Asiana Hotel Dubai
01.2022 - 12.2023
- Trains all front office TMs attentive, friendly, helpful and courteous to all guests' managers and other employees, Supervises workload during shifts
- Resolve guest problems quickly, efficiently, and courteously
- Updates group information
- Maintains, monitors, and prepares group requirements
- Relays information to appropriate personnel
- Reviews and completes credit limit report, Works within the allocated budget for the front office
- Checks cashiers in and out and verifies banks and deposits at the end of each shift
- Enforces all cash-handling, check-cashing, and credit policies
- Wears the proper uniform at all times
- Requires all front office employees to wear proper uniforms at all times
- Maximize room revenue and occupancy by reviewing status daily
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Monitor selling status of house daily
- Ie flash report, allowance etc
- Monitor high balance guest and take appropriate action
- Ensure implementation of all hotel policies and house rules
- Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
- Prepare revenue and occupancy forecasting
- Monitor all V.I.P's special guests and requests
Night Manager
Hilton Beach Resort Ras Al Khaimah
02.2020 - 12.2022
- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
- Conduct Briefing for all staff during Night Shift
- Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
Assistant Front Office Manager / In-charge
Asiana Hotel Dubai
02.2020 - 08.2020
- Trains all front office TMs attentive, friendly, helpful and courteous to all guests' managers and other employees, Supervises workload during shifts
- Resolves guest problems quickly, efficiently, and courteously
- Updates group information
- Maintains, monitors, and prepares group requirements
- Relays information to appropriate personnel
- Reviews and completes credit limit report, Works within the allocated budget for the front office
- Checks cashiers in and out and verifies banks and deposits at the end of each shift
- Enforces all cash-handling, check-cashing, and credit policies
- Wears the proper uniform at all times
- Requires all front office employees to wear proper uniforms at all times
- Maximize room revenue and occupancy by reviewing status daily
- Analyze rate variance, monitor credit report and maintain close observation of daily house count
- Monitor selling status of house daily
- Ie flash report, allowance etc
- Monitor high balance guest and take appropriate action
- Ensure implementation of all hotel policies and house rules
- Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
- Prepare revenue and occupancy forecasting
- Monitor all V.I.P's special guests and requests
- Review daily front office work and activity reports generated by Night Audit
- Review Front office log book and Guest feedback forms on a daily basis
- Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
Duty Manager
Coral Hotel Al Barsha Dubai
05.2017 - 02.2020
- Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
- Conduct Briefing for all staff during Night Shift
- Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests
- Maintain a professional and high-quality service-oriented environment at all times
- Ensure the accurate completion of the daily night audit in a timely fashion
- Must be able to perform the full night audit if needed
- Oversee preparation of daily summary reports
- Should Show Initiative, Problem Solving, Staff Training, Team Leading
- Be aware and able to enforce all fire-life-safety procedures
- Remain current in all updates with regards to new procedures and training
Chief Concierge
Auris Plaza Dubai
01.2016 - Current
- Supervise and direct guest services attendants and concierges
- Communicate directly with guests, in person or by telephone
- Provide information on facilities and services, events and attractions, tours, travel routes and transportation schedules
- Provide area maps, brochures and other literature
- Arrange tickets, bookings, appointments and reservations for guests
- Supervise the bell team, valet drivers and Doorman
- Member of Les Clefs d'Or United Arab Emirates!
Concierge supervisor
Conrad Dubai
07.2013 - 07.2015
- Department trainer
Concierge supervisor
Intercontinental Festival city Dubai
08.2011 - 07.2013
Concierge supervisor
Intercontinental City Stars. Cairo
03.2004 - 07.2011
Door man
Sheraton Heliopolis Cairo
06.2000 - 02.2004
Bellman
Semiramis intercontinental Cairo
04.1998 - 04.2000
Bell Captain
intercontinental Sharm El sheikh
09.1996 - 04.1998
Skills
Business English
Accomplishments
- Leader Of the quarter, 04/01/15, Conrad Dubai
- Management development program 1&2 training
- Train of the trainer training
Timeline
Front Office Manager
Carlton Downtown Hotel
01.2023 - Current
Cluster Asst. Front Office Manager / In-charge
Asiana Hotel Dubai
01.2022 - 12.2023
Night Manager
Hilton Beach Resort Ras Al Khaimah
02.2020 - 12.2022
Assistant Front Office Manager / In-charge
Asiana Hotel Dubai
02.2020 - 08.2020
Duty Manager
Coral Hotel Al Barsha Dubai
05.2017 - 02.2020
Chief Concierge
Auris Plaza Dubai
01.2016 - Current
Concierge supervisor
Conrad Dubai
07.2013 - 07.2015
Concierge supervisor
Intercontinental Festival city Dubai
08.2011 - 07.2013
Concierge supervisor
Intercontinental City Stars. Cairo
03.2004 - 07.2011
Door man
Sheraton Heliopolis Cairo
06.2000 - 02.2004
Bellman
Semiramis intercontinental Cairo
04.1998 - 04.2000
Bell Captain
intercontinental Sharm El sheikh
09.1996 - 04.1998
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