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About me
Well-mannered, practical, Hard-working, dynamic, taking Responsibilities, good capacity of communications, initiative and reliability, sense of willingness to learn and adapt myself into the culture and work environment, good humour under a proper situation, friendly and sober.
Accomplished Managerial professional with over +10 years of experience in the Hospitality industry with excellent communication skills
Experience
13 years and 6 months
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Assistant Director of Front Office
The Cove Rotana Resort - Ras Al-Khaimah, United Arab Emirates
Room Division ManagementFebruary 2017 - Now · 7 years and 2 months• Responsible for overall Front Office department performance and development management programs including conducting interviews for selective candidates, Monthly departmental STARS program implementation, one-on-one coach and training sessions thru maintaining performance logs, effectively training plans sit for each colleague and performance reviews of MID year and Annual performance reviews which effectively assisted in reducing manning turnover by 33% for the years of 2019/2020 • Consistently Best trainer of the year 2019/2020 with achievement evaluation scores of 94% - 96% • Taking the right decisions regarding operational issues and Guest satisfaction related in the absence and the presence of the Director of Front Office / Executive Assistant Manager, Rooms • Qualified sales leads and lead sales tours whenever Sales Manager was not on property • Implemented new incentive programs to promote F&B sales and generate extra revenue with Weekly/ Monthly targets to maintain customer service scores and goals achievement for the Front Desk team (1.6M F&B up-selling achieved for 2019 and 700K for 2020) • Managing the departmental budget and expenses by setting monthly/ quarterly expense control plans and ensure following efficiently on daily basis (Achieved expenses reduction of 31% for 2019 compared with 2018, expenses reduction of 37% for 2020 compared with 2019 and expenses reduction of 43% for 2021 to-date compared with 2020)
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Front Desk Manager
Rotana Hotel Management Corporation PJSC - Dubai, United Arab Emirates
ReceptionJune 2016 - January 2017 · 8 monthso Trains, cross -trains, and retrains all front office personnel. o Participates in the selection of front office personnel. o Schedules the front office staff. o Supervises workload during shifts. o Evaluates the job performance if each front office employee. o Maintains working relationships and communicates with all departments. o Maintains master key control. o Verifies that accurate room status information is maintained and properly communicated. o Resolves guest problems quickly, efficiently, and courteously. o Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. o Reviews and completes credit limit report. o Works within the allocated budget for the front office. o Receives information from the previous shift manger and passes on pertinent details to the oncoming manager. o Checks cashiers in and out and verifies banks and deposits at the end of each shift. o Enforces all cash-handling, check-cashing, and credit policies. o Conduc
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Front Desk Team Leader / Performing Night manager duties
Rotana Hotel Management Corporation PJSC - Dubai, United Arab Emirates
ReceptionSeptember 2015 - June 2016 · 10 monthso Deliver excellent customer service and maintain a high standard of customer management, at all times. o Fulfill all reasonable requests from guests, to ensure their comfort, satisfaction and safety. o Ensure that the hotel is operated safely, at all times. o Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries. o Night audits and night run as well as to ensure that closing correct day accounts and figures. o Maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request. o Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be Accountable for guests’ safety and comfort. o Complete security checks at hourly intervals throughout the night. o Complete manager’s check list and maintain accurate records of all fire safety checks carried out during the shift. o Undertake additional administration duties, as req
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Front Desk Agent
Rotana Hotel Management Corporation PJSC - Dubai, United Arab Emirates
ReceptionApril 2013 - August 2014 · 1 year and 5 monthso Training and retrain (when necessary) all Front Desk Personnel. o Having knowledge of Front Office Standard Operating Procedures. o Coach, Train and counsel all subordinate colleagues o Maintain good working relationships and open lines of communication With all other departments o Assist and support all hotel departments in dealing with difficult guest Situation and particularly “Manager on call” o Preparation and supervision of the Front Desk shift. o Providing excellent guest service & maximizing guest satisfaction. o Handling & following-up on guest complaints and requests. o Communication with other departments (Accounts, Reservation) o Following up on Front Desk targets. o Welcoming VIP guests. o Handling groups blocking, requests and payment. o Promoting company loyalty scheme. o Training colleagues on work tasks, standards and procedures.
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Front Desk Agent
Hilton Sharm Dreams Resort - Sharm El-Sheikh, Egypt
ReceptionSeptember 2011 - March 2013 · 1 year and 7 monthso Performing check-in and check-out as per company standard. o Providing excellent guest service. o Handling guest complaints and requests. o Handling own cashier. o Promoting company loyalty scheme. o Acting as Shift Leader in charge. o Replacing Guest Relation Agents during their vacations. o Ambassador for Diamond & Gold H-Honor Guests.
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Receptionist
Kahramana Blondie Beach / Garden Resort / Diving Lodge - Marsa Alam, Egypt
ReceptionMarch 2010 - August 2011 · 1 year and 7 monthso Performing check-in and check-out as per company standard. o Providing excellent guest service. o Handling guest complaints and requests. o Handling own cashier.
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Tour Leader/ Groups Guide
Mirage Tours - Cairo, Egypt
Travel GuideOctober 2009 - March 2010 · 6 monthso Operating group visits. o Representative of the travel agency for arrival groups. o Welcoming arriving guests / groups in the airport. o Coordinating with Hotels for group check in/check out preparation. o Handling ticketing and flight reservations. o Conducting city and adventure tours.
Education
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Bachelor of Tourism & Hotels Management
Al Minya University - Cairo, Egypt
May 2005 - July 2009Tourism & Hotels Management
Languages
4 languages
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Arabic
Native or fluent
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English
Full professional
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Russian
Professional working
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Italian
Professional working
Personal information
Nationalities
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Egyptian
Date of birth
September 12th 1987
Driving License
Yes
Competitions & Awards
1 competition
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Leadership
Leader of the quarter - Ras Al-Khaimah, United Arab Emirates
2021Skills
23 skills
- Administration skills
- Analysis skills
- Customer focus
- Customer satisfaction
- Drive for Result
- Expense Management
- F&B management
- Financial control
- Hotel Pre-opening
- Integrity
- Leadership skils
- Marketing & Sales
- P&L control
- P&L Management
- Problem Analysis
- Problem Solving Skills
- Revenue Management
- Strong communication skills
- Team Building
- Team development
- Training and coaching
- Training management
- Training skills
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