Mahmoud Shehada

Mahmoud Shehada

Guest Relations Coordinator presso Raya Smart Buildings
Vive a 6th of October City, Egypt

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Chi sono

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 .

Esperienza

5 anni e 10 mesi

  • Guest Relations Coordinator

    Raya Smart Buildings - 6th of October City, Egypt

    Guest Relations
    dicembre 2020 - Presente · 3 anni e 4 mesi

    • 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

  • Guest Service Center

    Sheraton Miramar Resort El Gouna - El Gouna, Egypt

    Guest Relations
    marzo 2019 - novembre 2020 · 1 anno e 10 mesi

    • 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.

  • Customer Service Agent

    Raya Customer Experience - Hurghada, Egypt

    Assistenza clienti
    aprile 2018 - dicembre 2018 · 9 mesi

    • 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.

Formazione

  • Bachelor's of Hotel management

    Sixth of October University

    gennaio 2013 - luglio 2018

Lingue

3 lingue

  • Arabo

    Conoscenza madrelingua o bilingue

  • Inglese

    Conoscenza professionale

  • Tedesco

    Conoscenza lavorativa limitata

Dati personali

Nazionalità

  • Egiziana

Competenze

14 competenze

  • Adaptability
  • Communicaton
  • Conflict Resolution
  • Creativity
  • Critical Thinking
  • Gxp
  • Hotel Opera PMS System
  • Motivation
  • Opera Hotel system
  • Opera PMS
  • Organisation
  • Problemsolving
  • Teamwork
  • Time managment
Contatti
Sarod Mehdi
Sales at Tryano
Nardin Maher
Assistant Front office manager at Anantara Siam Bangkok
Mohamed Awad
2nd commis at sunrise diamond
Vedi 16 contatti
Segue
Hilton Hotels & Resorts
Hilton Hotels & Resorts
McLean, VA, United States
INNSiDE by Melia Milano Torre Galfa Holiday Inn Brussels Airport
Altri membri
Heba Salah
6th of October City, Egypt
Mena Morris
Red Sea Governorate, Egypt
Sameh Nofal
Giza Governorate, Egypt
Medhat Altohamy
Sheikh Zayed City, Egypt
Mokhtar Mokhtar
Imbabah, Egypt
Vedi altro
Chiudi
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