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About me
I have about two year experience in tourism& hotels industry. Throughout my training I worked in deferent departments and sections, like: front office, food & beverage and kitchen .The variety of roles I assumed during my training enabled me to have considerable experience .
Experience
5 years and 10 months
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Guest Relations Coordinator
Raya Smart Buildings - 6th of October City, Egypt
Guest RelationsDecember 2020 - Now · 3 years and 4 months• Welcoming guests in a friendly and professional way. • Addressing and escalating customer complaints. • Providing information about facilities, programs, and other services. • Review arrival lists to welcome guests. • Attend to special guests (e.g. VIPs) and answer their inquiries. • Help prepare welcome folders with collateral (e.g. room service menus, area descriptions). • Provide information about amenities, area, and venues and promote services. Anticipate guest needs and build rapport with customers. • Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages). • Address customer complaints and escalate to Guest Relations Manager when needed. Record information in the logbook daily. • Ensure compliance with health and quality standards
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Guest Service Center
Sheraton Miramar Resort El Gouna - El Gouna, Egypt
Guest RelationsMarch 2019 - November 2020 · 1 year and 10 months• To make sure that GXP Response monthly reports are ready on time and to contribute to the analysis process as responsible for the system, to train one member of every department at least to use the system. • Front office departmental trainer. • To make sure that all internal and external calls are answered within three rings and according to Marriott international. • Handling Guest relations, and Reception calls. • To check that all guest complains if through guest directly to check that all orders and complaints are finished and handled on time to increase guest satisfaction, and to keep a record for all hotel guest • Have also training in the reception. • Handling the attendance of the front office team and making sure that all vacations are posted to the system. • To receive messages to the guest and make sure that it is delivered to guest rooms within 15 minutes and according to Marriott international. • To check that all received and sent faxes are delivered to different departments and guests. • Handling safe box for guest upon request. • To make sure that the internet access is working at high speed in the business center, and to make sure that it is well handled in the rooms of the guests. • Preparing training plans for new hires and cross-trainers in the department. • Handling outlets cash through the cash witness. • To make sure that all first aid tools are available in the guest service center upon request. • Arranging restaurants reservations inside and outside the hotel.
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Customer Service Agent
Raya Customer Experience - Hurghada, Egypt
Customer ServiceApril 2018 - December 2018 · 9 months• To utilize customer service tools and sales skills, techniques via Contact Center Applications, Phone and web, to attend, perform, communicate and handle all the customer requests, orders, inquires, concerns and complaints (inbound), and telesales, telemarketing, surveys and win back calls (outbound) with excellent customer service skills and techniques based on the business needs requirements. • Attend to calls, enquiries, complaints, working towards customer satisfaction. Escalate complaints or queries to the coach if unable to resolve. • Handling customers (by attending calls - orders/queries/ concerns & complaints). • Telesales / Telemarketing / Surveys /win back calls. • Providing admin support to the team. • Manage all calls within designated scope in quality, standards and quantity. • Ensure accuracy in managing, capturing all information. • Promote Kout Food values and Culture. • Collaborate with other team members. • Deliver best customer service practices to achieve high level of the customer satisfaction. • Comply with operational excellence techniques, by achieving the highest QA score.
Education
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Bachelor's of Hotel management
Sixth of October University
January 2013 - July 2018
Languages
3 languages
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Arabic
Native or fluent
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English
Professional working
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German
Limited working
Personal information
Nationalities
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Egyptian
Skills
14 skills
- Adaptability
- Communicaton
- Conflict Resolution
- Creativity
- Critical Thinking
- Gxp
- Hotel Opera PMS System
- Motivation
- Opera Hotel system
- Opera PMS
- Organisation
- Problemsolving
- Teamwork
- Time managment
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