Amine Ouakkad

Amine Ouakkad

Senior Telephone operator (lifestyle services, concierge, guest relation) at Armani Hotel Dubai
Lives in Dubai, United Arab Emirates

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About me

Maybe im not perfect, but im honest and hardworking person

Experience

8 years and 9 months

  • Senior Telephone operator (lifestyle services, concierge, guest relation)

    Armani Hotel Dubai - Dubai, United Arab Emirates

    Back Office
    March 2018 - Now · 2 years

    -Maintains the privacy and ensures security of in-house guests. Adheres at all times to Grooming and Uniform Standards. -knowledgeable with the Hotel Operating System. -Aware of all emergency procedures, hotel promotions, VIP arrivals, upcoming events and had good hotel product knowledge about our sister properties and Dubai Knowledge. Good knowledge of the telephone system. Assists with updating Vicas and CID Assists the operation with check-in and check-out, attends to guest in the business center, answers phones and e-mail correspondence and any other enquires in accordance to the hotel SOP's and regulations Ensure telephone calls are answered as per the Hotel standards for any queries internally or from guests. Responsible to send LTR1 to our guests within 24 hours of making the booking and LTR2 7 days or less prior to arrival Responsible to ensure that daily communication is done in regards to guests arrivals, pre-arrangements, guest preferences, follow ups and traces Ensures that all requests from guests in regards to their stay and followed up, actioned and updated in profile notes Is a continual source of information, help and assistance to all guests Builds a rapport with our in-house guests and maintains interaction in order to facilitate guest recognition and obtains information regarding their preferences. Keeps the Homebase supervisor informed of any problems or unusual matters of significance. Conducts Hotel show around when requested. Handles the inventory of the lifestyle supplies, orders and collects it from the general store. Works in a close, supportive and flexible manner with other departments, in a spirit of "We work through Teams" Identifies and anticipates guests' needs and requirements. Coordinates Departmental duties with various departments such as Executive Office, Housekeeping, Engineering, Sales and Marketing and Security to ensure that all guests are given friendly and caring services. Books At The Top tickets, tours and makes restaurant reservations Accomplishes a set of administrative duties such as writing reports and other specific duties related to the job function Responsible for updating guest profiles Follows up on traces related to his department and makes sure it is resolved to the best of the guest satisfaction. Assists with the preparation of the per training and guidelines. Keeps updated records on hotel products and services as well as on tourist and business travelling information that may be of any interest to our guests and communicates information to direct and indirect subordinates to ensure they are able to answer guests' questions. Records incidents in GLS and ensures follow ups and updates the profile notes respectively. Furthermore ensures that all GLS from the hotel are updated in the guest profiles. Attends daily Line ups and is fully updated with day to day hotel operation, arrival, departures, guest in house, sunshine guests, events, guest comments Is present in the Hotel Lobby when requested to welcome hotel guests and social guests to the hotel Delivers brand promise and provides exceptional guest service at all times. Maintains positive guest and colleague interactions in a good working relationship. Handles all guest and internal guests' complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily. At all-time is informed about happenings and activities in Dubai and its surroundings Handles guest special requests and complaints in a polite and efficient manner, Shares the feedback of the guest with the supervisor. Be flexible to respond to any other changes as dictated by the hotel. Assist in carrying out the services requested by guest (i.e. sending faxes, restaurant bookings, tour bookings,...) To attend in-hotel training to further develop and enhance skills. To carry out all courier transactions To receive and relay tele-fax transmissions quickly and accurately. To ensure that faxes are prepared, checked and send within a minimum amount of time. To charge all necessary transactions on the proper room numbers or receive payment in full for services rendered. To ensure that guest/official tele-fax/e-mail is delivered promptly to the room/ respective department. Assists with the administrative paperwork related to the Rooms department. Assists with escorting, checking in/out procedure, assistance in the business centre during peak time and if requested by the Homebase Supervisor. Responsible for performing all the wake up calls and informing the security &front service departments the guest did not respond to the wakeup call to take charge of making sure the guest is physically woken up. Performs other duties and responsibilities.

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    InterContinental Hotels Group (IHG®) - Dubai, United Arab Emirates

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    Avinida city - Meknes, Morocco

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    September 2014 - February 2015 · 6 months

  • Waiter

    Brasserie le Mirage GmbH - Meknes, Morocco

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    May 2011 - September 2014 · 3 years and 5 months

Education

  • Diploma

    AIM - Hotel and Tourism Management Academy - Paris, France

    September 2009 - July 2011

  • Licensing

    University Of Law - Meknes- - Meknes, Morocco

    September 2007 - September 2009

  • Bachelor

    Ibno El Haytam -Meknes- - Meknes, Morocco

    September 2003 - June 2007

Languages

4 languages

  • English

    Native or fluent

  • Arabic

    Native or fluent

  • French

    Native or fluent

  • German

    Limited working

Personal information

Nationalities

  • Moroccan

Date of birth

July 27th 1987

Skills

20 skills

  • Approachable
  • Arabic
  • Concierge
  • Emails
  • English
  • Fast learning
  • French
  • German language
  • Good learning attitude
  • Good listening skills
  • Guest relation
  • Guest satisfaction
  • Guest services oriented
  • Hardworker
  • Honest
  • Leadership
  • Responsible
  • Smart
  • Team Oriented
  • Telephone skills

Additional Information

1 information shared

  • LinkedIn

    LinkedIn Profile

Connections
Kritika Sharma
Front Office Manager at IHG - InterContinental Hotels Group
Alexey Melnikov
Project Manager at Kantar
Nabih Jaber
Front Desk Manager at Wyndham Hotels
View 8 connections
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