Mahmoud Fakhry

Mahmoud Fakhry

Sales & Resolution Supervisor at Expo 2020 Dubai
Lives in Dubai, United Arab Emirates

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About me

Serves as the property manager on duty with revenue background and oversees all property operations during day shift and overnight shift as well as ensures the highest levels of hospitality and service are provided to all the guest's and associates. Represents property management in resolving any guest or property related situation.
Personally, assisting in resolving any issues and completing tasks.

Experience

13 years and 8 months

  • Sales & Resolution Supervisor

    Expo 2020 Dubai - Dubai, United Arab Emirates

    Sales
    September 2021 - Now · 2 years and 7 months

    •Supervision of the Ticket Sales Operators team and reporting all issues and concerns to the Ticketing Manager • Responsible for all necessary functions related to opening and closing of the ticket box office, correlated single ticket sales desks and linked operations of wayfinding screens • Manage the coordination of duties, shift and break-times and the number of Ticket Sales Operators/Clerks deployed • Assist the Ticket Sales Operators in resolving ticket sales issues • Manage assets and record keeping, including help-desk-tickets for all technical ticketing issues • Placement of permission requests from the ticketing management team for ticket reimbursements, or any other operation which needs to be authorised • Work as a Ticket Operator or a Ticket Resolution Supervisor for an entire shift or as a temporary replacement • Ensure compliance to all safety regulations and Expo 2020 Policies & Procedures • Perform other duties as assigned or any other duties as may be reasonably requested by the Ticketing Operations team.

  • Duty Manager

    Taj Hotel Dubai - Dubai, United Arab Emirates

    Reception
    October 2019 - April 2020 · 7 months

    •Managing and monitoring the activities of all employees during a night shift. •Dealing with various complaints, disturbances, special requests and any other issues. •Ensure all associates perform the tasks assigned to them competently and professionally. ○Completing the Night Audit in a timely manner. •Touring all areas of the hotel and report irregularities to relevant department heads. •Dealing with arrivals, departures and the co-ordination of all guest requests during their stay. •Ensure all associates are wearing their uniforms in line with company standards. •Ensuring the smooth running of the Night team, and the satisfaction of guests and visitors. •Welcoming guests to the hotel in a courteous and helpful manner. •Ensuring that wake up calls are made promptly. •Overseeing the smooth operation of the Front of House department. •Giving assistance to associates as and when necessary. •Allocate all the rooms for next day according to guest preferences and requests. •Inspect all the VIP’s rooms and make sure that all the requested amenity has been arranged.

  • Reservations Executive

    RadissonBlu Waterfront Dubai - Dubai, United Arab Emirates

    Reservations
    July 2018 - October 2019 · 1 year and 4 months

    •Process and confirm guest room reservations made by clients on the phone, letter or fax •Input all reservations into the computer, recording all pertinent information and attend to inquiries, complaints and requests regarding reservations. •Remain up to date with all the promotions in and around the hotel and follow established procedures to process all room reservations, rates, confirmations, hotel facilities, etc. •Show complete product knowledge, understand rate structure and apply rate management. •Maintain established filing system for all correspondence and collate reports as required by Reservation Manager or Supervisor. •Promote and maintain good public relations and endeavors to maximize business. •Maintain an accurate room status at all times •Ensure all incoming calls are answered as per the company standards, information received by fax is inputted and check constantly the incoming e-mails. •Organize visa request for hotel guest as per hotel policy and up-sell whenever an opportunity is identified. •Manage all communication with various departments and ensure optimal level of services for all guests. •Develop and implement various sales strategies to ensure optimal level of occupancy and rates at facility and ensure timely response to all customer requests. •Develop and maintain professional relationships with all customers and manage system and monitor all guest requests. •Administer all special requirements of guests at time of arrival and monitor all queries of delayed crew requests according to required policies and procedures.

  • Reservations Executive

    Steigenberger Hotel Business Bay Dubai - Dubai, United Arab Emirates

    Reservations
    April 2017 - June 2018 · 1 year and 3 months

    •Processes reservations by mail, telephone, 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. •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. •Prepares expected arrival list for front office use. •Monitors advances deposit requirements. •Handles daily correspondence. Responds to inquiries and makes reservations as needed. •Makes sure that files are kept up to date. •Maintains a clean and neat appearance and work area at all times. •Promotes goodwill by beings courteous, friendly, helpful to guests, and fellow employees. •Getting information about areas of interest in order to target more clients in particular seasons. •Tracks future room availability on the basis of reservations. •To be aware of all front office procedures and assist with reception duties when required. •Configuring rates on the hotels property management system.

  • Frontoffice Associate (GSA)

    Steigenberger Hotel Business Bay Dubai - Dubai, United Arab Emirates

    Reception
    January 2016 - March 2017 · 1 year and 3 months

    •Register guests and assigns rooms. Accommodates special requests whenever possible. •Assists in preregistration and blocking of rooms for reservations. •Thoroughly understand and adheres to proper credit, check- cashing, and cash handling policies and procedures. •Understands room status and room status tracking. •Knows room locations, types of rooms available, and room rates. •Uses suggestive selling techniques to sell rooms and to promote other services of the hotel. •Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early cheek-in, special requests, and day use rooms. •Possesses a working knowledge of the reservations department. Takes same day reservations and future reservations when necessary. Knows cancellation procedures. •File room keys (only for manual room key hotels) •Knows how to use front office equipment. •Process guest check-outs. •Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange, •Follows procedures for issuing and closing safe deposit boxes used by guests. •Uses proper telephone etiquette. •Uses proper mail, package, and message handling procedures. Courier Mail Register •Reads and initials the pass-on log and bulletin board daily. Is aware of daily activities and meetings taking place in the hotel. •Attends department meetings. •Reports any unusual occurrences or requests to the manager or assistant manager. •Knows all safety and emergency procedures, Is aware of accident prevention policies. •Maintains the cleanliness and neatness of the front desk area. •Understand that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts.

  • Food&beverage Supervisor

    Emaar Hospitality Group - Dubai, United Arab Emirates

    F&B Management
    October 2015 - January 2016 · 4 months

    • To ensure that the outlets are equipped with operating and restaurant equipment. • To assist with scheduling staff according to operation requirements. • To manage all outlets when the manager is off duty. • Maintain accurate employee attendance for. Payroll records. • Conduct monthly training with all supervisors and associates. • Ensure or safety, security and fire safety measures are been followed. • Reporting to the Assistant restaurant manager. • To supervise and give instructions to associates. • Responsible for all food and beverage outlet set up and services to the customers. • Training for all food and beverage on service. • Communicate with guests for satisfactory service and dining experience. • Dealing with complaints and feedback.

  • Food&beverage Supervisor

    Mövenpick Hotel West Bay doha - Doha, Qatar

    F&B Management
    January 2014 - February 2015 · 1 year and 2 months

    • Handling problems • Work under pressure • Co operation • Handling operation. • Ability to development. • Well mannered • Natural and sincere • Good communication skills (clear, concise) • Enthusiastic, eager, creates excitement • Paints a picture (show the vision) • Professional appearance • Self-confident (believes in self) • Self-motivated, hardworking, persistent • Organized, uses time wisely (has tools, paperwork in order) • Prepared to make the sale (research) • Dependable – delivers the goods (keeping the job) • Personable, friendly, likeable, smiles a lot • Uses psychology (Calls customer by name repeatedly – our favorite word is our name) • Good listener • Asks probing questions to determine the customer’s needs (open and closed, uncover) • hidden fears, objections • Uses supporting statements (empathy, acknowledges need) • Good eye contact and body language • Good follow-up after the sale (thank you note, call back) • Accountability • Well-motivated and determined

  • Room Service Order Taker

    Mövenpick Hotel West Bay doha - Doha, Qatar

    F&B service
    November 2012 - December 2013 · 1 year and 2 months

    • Accurately take Guest orders by means of Phone, ensure that Guest name, Room number, time of Guest order and Delivery timings are clearly registered. Follow established phone courtesy standards and actively sell food and beverage using up-selling techniques. Receive guest restaurant reservations and requests for “Private Dining Room” according to established hotel standards. • Input Guest orders in Micros and issue guest check for each order. Ensure all special guest requests are very well explained to the kitchen via Micros. • Make knowledgeable, informed and articulate recommendations and suggestions regarding all menu items. Offer information on all menu items, beverage items and help guest with food and wine Pairings, advise guest with approximate time frame for preparation, delivery and answer any other general guest questions. • Monitor guest orders and ensure that all guest orders are delivered within the quoted time. The Guest order tickets should have both what time the order was taken and the delivery time. • Coordinate guest amenities with Executive office and follow up with front desk and Housekeeping of any room changes, cancelations, do not disturb rooms. • Co-ordinate with housekeeping for pick-up of Guest trays and Tables after completion of guest meals. Maintain the pick-up log and follow up with service staff for tray pick-ups. • Assist the Room Service staff during peak times and help in coordinating and setting up Room service tables for servers. Provide general supervision and coordination of Room Service Servers. • Responsible for issued banks, payments, change and accuracy of closed checks. Accurately calculate, monitor and pay gratuities to food and beverage employees. Conduct shift end reports and forward them to the accounting department. • Take ownership within reason of any special Guest request or Guest Complaints and if needed refer to Manager on duty.

  • Room Service Waiter

    Mövenpick Hotel West Bay doha - Doha, Qatar

    F&B service
    September 2011 - October 2012 · 1 year and 2 months

    • Areas of Responsibility • Responsible for the- table set up and preparation of mise en place for the respective service. • Responsible for the food and wine service at the tables assigned to him. • Responsible for the proper handling of working material. • Responsible for cleaning and maintenance procedures. • Responsible for any side jobs assigned to him. • Responsible for the Food and Beverage service to the passengers and ensures a prompt professional service. • Approaches passengers in a friendly manner, courteously, with a smile and without being overbearing. • A complete knowledge of all dishes and wines on the menus and is able to explain them to the passengers. • Ensures a proper table set-up and has glasses, ashtrays cutlery and plates always properly cleaned and "spot-free". • Makes passengers welcome by greeting them and showing them to their seats. • Serves passengers at one table at the same time and serves ladies before men. • Reports any problems he encounters with his passengers immediately to the Maitre-d. • Must participate in briefings of training sessions held by the Maitre-d. • A co-operative working relationship with all other personnel. • Assists with luggage handling and storing when requested. • Cleaning Routines (Daily) • Brush chairs, polish chair base/legs • Adjust curtains • Polish tables • Change water in all flower vases • Check and give water to the flowers and plants • Sort out and clean china (with bleach, if necessary) • Sort out and clean silver cutlery • Cleaning Routines (Weekly) • Wash out all drawers • Clean air condition outlets • Clean all silver cutlery • Clean flower vases once a week with bleach • Bleach all china (if necessary) • Wash all salt and pepper shakers, clean all condiment containers • Clean all condiment containers • Cleaning Routines (Monthly) • Waiters are responsible to assist the Maitre-d in the inventory taking of beverages, china, silver, glassware, Restaurant linen etc.

  • Shift Leader

    Top Foods Company - Luxor, Egypt

    Room Division Management
    June 2010 - April 2011 · 11 months

    • Operational management: organizing stock and equipment, ordering supplies and overseeing building maintenance, cleanliness and security. • Financial management: planning and working to budgets, maximizing profits and achieving sales targets set by head office, controlling takings in the restaurant, administering payrolls, etc. • People management: recruiting new staff, training and developing existing staff, motivating and encouraging staff to achieve targets, coordinating staff scheduling and rotas. • Working to ensure standards of hygiene are maintained and that the restaurant complies with health and safety regulations. • Ensuring high standards of customer service are maintained. • Implementing, and instilling in their teams, company policies, procedures, ethics, etc; • handling customer complaints and queries. • Implementing branded promotional campaigns from head office, including the handling of point of sale promotional materials, or devising your own promotional campaigns. • Preparing reports and other performance analysis documentation. • Reporting to and attending regular meetings with area managers or head office representatives. • Establishing relationships with the local community and undertaking activities that comply with the company's corporate social responsibility programmers. • Customer Service: A friendly, relaxing demeanor, courteousness and quick service will help get repeat customers. • Stamina: Long, busy days on your feet are the trademark of this job. • Teamwork: Shift leaders are part of a team. You will be working with others to make a great dining experience. Being a team player is essential. • Leadership Skills: Shift leaders will have to keep employees motivated, resolve conflicts and make hard decisions.

  • Senior Captain

    Green Valley Resort - Alexandria Governorate, Egypt

    F&B service
    June 2009 - August 2010 · 1 year and 3 months

    • Communicate service needs to chefs and stewards throughout functions. • Total charges for group functions, and prepare and present checks to group contacts for payment. • Ensure banquet rooms, restaurants, and coffee breaks are ready for service. • Ensure proper centerpieces are displayed on every table. • Inspect the cleanliness and presentation of all china, glass, and silver prior to use. Check in with guests to ensure satisfaction. • Set tables according to type of event and service standards. • Communicate additional meal requirements, allergies, dietary needs, and special requests to the kitchen. • Maintain cleanliness of work areas throughout the day. • Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. • Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. • Welcome and acknowledge all guests according to company standards. • Speak with others using clear and professional language, and answer telephones using appropriate etiquette. • Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. • Ensure adherence to quality expectations and standards. • Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance. • Stand, sit, or walk for an extended period of time. • Perform other reasonable job duties as requested by Supervisors.

  • Assistant Captain

    Mövenpick Hotels & Resorts - Taba, Egypt

    F&B service
    August 2007 - July 2008 · 1 year

    • Be on time to all team practices and team functions (at least 5-10 minutes early), • Promote a positive attitude and positive team interactions - every day, • Provide a positive role model concerning commitment, intensity, confidence, response to mistakes, composure, hustle, and a “team first” focus, • Help settle team conflicts and be willing to confront and hold teammates accountable for their on-and-off court behaviors, • Work closely with and be the “point-person” for the head coach, • Encourage and support all teammates, • Lead the team throughout the season (in good and bad times), • Perform other related team duties (as needed or requested by the coaching staff). • Develop strong interpersonal and team relations (friendships), • Provide energy and passion, • Compliment and support teammates, • Challenge teammates to get better and work harder, • Confront teammates’ negative attitudes, complaining, gossip, and lack of effort, • Refocus teammates when distracted, • Make good decisions (on-and-off the floor), • Check in with the head coach. • Passion and enthusiasm, • Energy and hard work, • Commitment to be the BEST, • Good verbal and nonverbal communication skills, • Strong character (good decision-making), • Confidence and mental toughness, • Assertiveness (to do what is needed), • Composure (to remain cool and calm under pressure).

Education

  • Graduated

    High Institute Tourism and Hotels - Qena, Egypt

    September 2003 - October 2006

    Graduated from the Institute tourism and hotels Graduation Year 2006 Hospitality & Financial Management

Languages

3 languages

  • Arabic

    Native or fluent

  • English

    Full professional

  • Russian

    Notions

Personal information

Nationalities

  • Egyptian

Work Permits

  • Egypt

  • Maldives

  • Malta

  • Bahrain

  • Kuwait

  • Oman

  • Turkey

  • United Arab Emirates

  • Seychelles

Date of birth

February 04th 1986

Competitions & Awards

1 competition

  • Yes I Can Spirit

    Employee of the month - Business Bay, Dubai, United Arab Emirates

    2019

Skills

15 skills

  • Ability to development
  • Accountability
  • Co-Operation, Handling operation
  • Enthusiastic, eager, creates excitement
  • Good communication skills (clear, concise)
  • Good listener
  • Handling problems.
  • Hidden fears, objections.
  • Paints a picture (show the vision)
  • Professional appearance
  • Self-confident (believes in self)
  • Self-motivated, hardworking, persistent.
  • Well mannered, Natural and sincere
  • Well-motivated and determined.
  • Work under Pressure

Additional Information

1 information shared

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