Hatem Mohamed

Hatem Mohamed

Front Office Supervisor at Emaar Hospitality Group
Lives in Dubai, United Arab Emirates

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About me

In the matter of fact, am young ambitious I work sincerely to make a special achievement in fields of my tasks. I would like to say that the diligence in doing your tasks are very essential to make the job succeed
My slogan is to be towards increasing the skill acquirement.
My achievements reflect a strong ability to accomplish varied and diversified tasks. I am skilled in planning, establishing and achieving budget targets, handling customer’s comments and complaints, handling Hotel websites , OTA’s, 3rd parties, FIT and corporate deals also and monitoring the hotel social media and training plans.
Usually Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. And actually do my best for
ensuring all team members adhere to standard operating procedures
And Supervise daily shift process ensuring all team members adhere to standard operating procedures.

Experience

7 years and 10 months

  • Front Office Task Force

    Emaar Hospitality Group - Dubai, United Arab Emirates

    Rooms division
    January 2019 - Now · 7 months

  • Front Office Supervisor

    Emaar Hospitality Group - Alexandria, Egypt

    Rooms division
    February 2018 - Now · 1 year and 6 months

  • Reservations Executive

    Emaar Hospitality Group - Alexandria, Egypt

    Revenue Management
    June 2017 - November 2017 · 6 months

  • Front Office Shift Leader

    Royal Tulip - Alexandria, Egypt

    Rooms division
    May 2016 - April 2017 · 1 year

    Ensure Outstanding customer care at all times. Maintains a friendly, cheerful and courteous demeanour at all times. Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue. Supervise daily shift process ensuring all team members adhere to standard operating procedures. Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. Allocate rooms to expected arrivals after checking the guests preferences and special requests. Build strong relationships and liaise with . Cross Check all billing instructions are correctly updated 1 Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. Performs other duties as assigned, requested or deemed necessary by management. Ensure Front office log book and hotel log book is always updated and actioned upon. Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. Participate in hotel committees and task force assignments. Assist all departments in servicing the guests during high volume periods. Takes responsibility in the absence of the Duty Manager / Front office manager As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team.

  • Guest Service Agent

    Royal Tuli - Alexandria, Egypt

    Front Office concierge
    May 2014 - May 2016 · 2 years and 1 month

  • Reservation Agent

    Radisson Blu Alex - Alexandria, Egypt

    Revenue Management
    June 2012 - May 2014 · 2 years

    Processes reservations by mail, telephone, telex, cable, fax or central reservation systems referral. Processes reservations from the sales office, other hotel departments, and travel agents. Knows the type of rooms available as well as their location and layout. Knows the selling status, rates, and benefits of all packages plans. Knows the credit policy of the hotel and how to code each reservation. Creates and maintains reservation records by date of arrival and alphabetical listing. Determines room rates based on the selling tactics of the hotel. Prepares letters of confirmation. Communicates reservation information to the front desk. Processes cancellations and modifications and promptly relays this information to the front desk. Understands the hotel's policy on guaranteed reservations and no-shows. Processes advance deposits on reservations. Tracks future room availabilities on the basis of reservations. Helps develop room revenue and occupancy forecasts. Prepares expected arrival list for front office use Creates rate code and make break down for groups Creates package code for specific groups and for rates codes related to rate structure created by revenue manager. Advanced knowledge of PMS configuration, oxi, channel manager, and revenue reports Handle refund process for guests who canceled their reservation and follow up with accounting department until they finalize refund then back to the guest with the proof of refund transaction process

  • Telephone Operator

    Four Seasons Hotel Alexandria at San Stefano - Egypt Lake-Leto, FL, United States

    Front Office concierge
    July 2011 - May 2012 · 11 months

    Answers incoming calls. Directs call to guest rooms, staff, or departments through the switchboard or PBX system. Places outgoing calls. Receives guest messages and deliver the same to the guest. Logs all wake-up call requests and performs wake-up call services. Provides information about hotel services to guests. Understand the telephone operator board or PBX switchboard operations. Provides paging services for hotel guests and employees. Knows what action to take when an emergency call is required. Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed. Assists in reporting telephone equipment or service complaints and problems.

Education

  • bachelor

    Alexandria University - Hospitality and Tourism Management - Alexandria Governorate, Egypt

    September 2007 - May 2011

    Grade: Very Good

Languages

4 languages

  • English

    Native or fluent

  • Russian

    Limited working

  • Italian

    Limited working

  • German

    Notions

Personal information

Nationalities

  • Egyptian

Work Permits

  • United Arab Emirates

Date of birth

February 20th 1990

Driving License

Yes

Skills

2 skills

  • Advanced Computer Technology (ACT)
  • Opera PMS users authorized certificate

Additional Information

4 informations shared

Connections
Ahmed Awad
Cluster Reservation Advisor at Emaar Hospitality Group
Hany Samuel
Director Of Operations at Mercure Dubai Barsha Heights
Javed Ali
Customer Service Concierge (Concierge Operations) at Meraas Holding
View 12 connections
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