Melissa Al-Ghanam

Melissa Al-Ghanam

Resort Assistant Manager at Four Seasons Resort Dubai at Jumeirah Beach
Lives in United Arab Emirates
over 6 months ago

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A dedicated, self-motivated, highly organized, and personable individual with more than 7 years of professional work experience in the Hospitality Industry. I am now seeking to contribute my experience, skills, and expertise in an environment where I can continue to thrive and grow professionally.

Experience

  • Resort Assistant Manager

    Four Seasons Resort Dubai at Jumeirah Beach - Dubai, United Arab Emirates

    Front Office reception
    June 2016 - June 2017

    • Responsible for the hotel in the absence of Senior Management & the General Manager • Oversee the set-up of events, managing vendors & organizers in the absence of catering managers • Ensuring the Front Desk Agents are briefed on the daily events, VIPs, arrivals, and important information pertaining to the hotel and its operation • Providing assistance to all other departments such as Catering, Sales, Housekeeping, Guest Services, Room Service, and Concierge when needed • Preparing the daily briefing & function sheet to ensure all employees have access to important hotel information that is necessary to ensure the smooth operation of all departments within the hotel • Completing the nightly auditing procedures with accuracy and attention to detail • Mentoring & training new Managers In Training - tracking their performance, providing support & training, and ensuring their constant growth & development • Ensuring sufficient staffing based on the hotel’s operation (forecasted & actual) • Completing Payroll in a timely manner • Responding to and resolving guests’ complaints

  • Hotel Assistant Manager

    Four Seasons Hotels and Resorts - Toronto, Canada

    Front Office reception
    December 2013 - June 2016

    • Responsible for the hotel in the absence of Senior Management & the General Manager • Oversee the set-up of events, managing vendors & organizers in the absence of catering managers • Ensuring the Front Desk Agents are briefed on the daily events, VIPs, arrivals, and important information pertaining to the hotel and its operation • Providing assistance to all other departments such as Catering, Sales, Housekeeping, Guest Services, Room Service, and Concierge when needed • Preparing the daily briefing & function sheet to ensure all employees have access to important hotel information that is necessary to ensure the smooth operation of all departments within the hotel • Completing the nightly auditing procedures with accuracy and attention to detail • Mentoring & training new Managers In Training - tracking their performance, providing support & training, and ensuring their constant growth & development • Ensuring sufficient staffing based on the hotel’s operation (forecasted & actual) • Completing Payroll in a timely manner • Responding to and resolving guests’ complaints

  • Manager in Training

    Four Seasons Hotels and Resorts - Toronto, Canada

    Rooms division
    April 2013 - December 2013

    • Received training on all management functions including payroll, scheduling, responding to and resolving guests’ complaints, and providing feedback & discipline to employees when necessary • Maximizing sales revenue by assisting in the introduction of and leading the “Experience Our Best Upselling Program” • Keeping up-to-date with group resumes, BEOs, functions, event room blocks, hotel changes, and promotional offers / pricing • Assisting the Hotel Assistant Manager in room assignments for leisure, corporate, and group guests while ensuring all special room assignment requests are accommodated • Arranging for & providing brief tours of the hotel rooms & facilities when needed • Constructing a training schedule & training all new Front Desk Agents

  • Front Desk Agent

    Four Seasons Hotels and Resorts - Toronto, Canada

    Front Office reception
    September 2012 - April 2013

    • Welcoming and registering hotel guests • Ensuring a smooth arrival & departure experience for all guests • Performing daily tasks such as check-ins & check-outs, directing calls, obtaining payment etc. while ensuring that the expected standards are followed • Communicating operational changes with all relevant departments • Handling all guest interactions, disputes, and complaints with the highest level of hospitality and professionalism • Assisting guests in all inquiries such as hours of operation, restaurant recommendations, in-house events, directions etc. • Responding to all guests’ requests in an accurate and timely manner

  • Attractions Cast Member - Pixar Parade and Fantasmic

    Walt Disney World Resort - Orlando, FL, United States

    Tourism
    May 2012 - August 2012

    • Setup for and ensure the smooth flow of the daily Pixar Parade • Guided and assisted guests around the park to provide them with the ultimate Disney experience • Covered a wide variety of responsibilities as part of the team behind Fantasmic, a nightly spectacle delivered to an audience of 9000 guests

  • Attractions Cast Member - The Voyage of The Little Mermaid

    Walt Disney World Resort - Orlando, FL, United States

    Tourism
    May 2011 - August 2011

    • Welcomed and greeted guests into the attraction • Followed rigorous established procedures to ensure the smooth operation of the attraction (loading and unloading guests, memorizing and delivering lengthy narrations to large groups, operating turnstile areas, retrieving and arranging strollers, light cleaning and assisting with audience control) • Answered guests inquiries and provided recommendations to other shows and attractions

Education

  • Bachelor of Commerce with a minor in Professional Communications

    Ryerson University - Ted Rogers School of Hospitality and Tourism Management

    September 2008 - December 2012

Languages

  • Arabic
    Native or fluent
    100%
  • English
    Native or fluent
    100%

Skills

  • Catering
  • Coaching
  • Coaching & Mentoring
  • Communcation
  • Conflict Resolution
  • Customer satisfaction
  • Customer-service
  • Customer Service Management
  • Easily Adaptable
  • Event Planning & Managing
  • Front Office manager
  • Hotel Management
  • Opera PMS
  • Organization Skills
  • Resort management
  • Sales
  • Standards driven
  • Team Leadership
  • Team motivation
  • Time management
  • Tourism
  • Training and Development
  • Vingcard
  • Writing
Following
Mandarin Oriental Jumeira, Dubai
Dubai, United Arab Emirates
JW Marriott Hotel Dubai
Dubai, United Arab Emirates
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Kadek Artawan
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Nagui El Gohary
Dubai, United Arab Emirates
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