Tarek A.Rahman Mohamed

Transcription

1 Career Objectives To work in an environment where I can: - Implementing and continually reviewing the policies procedures and standards - Selecting, training, developing, scheduling and managing the team performance to ensure efficient running of front office operations - Supervise all front desk services and personnel to ensure guest receive prompt, efficient and personalized service - Overall I m responsible for Front desk, Concierge, Airport representatives, GROs, Call Center, Business Center, Reservation, Recreation and Security.Reporting directly to Front office Manager / General Manager. Education & Qualifications - Bachelor of commerce Account Section 2004 Egypt - university of Wollongong in Dubai,UAE (General English Course-Advanced) 2008 Hospitality Systems Professional Skills - Opera, Brilliant - Problem Solving, Teamwork, Hotel Management - Vicas, FMC,Holidex - Operations Management, Data Entry, Event Management, Administration, Telephone Skills - Oasis,TMS,Micros,EzRMS - Employee Relations, Rooms Division - Touche Night audit - Guest Satisfaction, Tourism, Team Building, Coaching - Wish.Net,TARS, RESA WEB - Research, Time Management, Hotel Bookings, Supervisory Skills, Administrative Support - Police Report - Call Center, Banquets, Food & Beverage - MS Office (Word, Excel) - Restaurant Management, Fine Dining, Staff Training - Online Booking System, HIS - Concierge Services, Catering, Budgets

2 Night Manager Night Manager Awards: Career Summary Position Company/Location Year Front office supervisor, Acting (Night Manager, Duty Manager) Front Office Attendant (Acting Front office supervisor) Sofitel luxury Hotels Jeddah Corniche, Pre Opening KSA Merzam Group Of Hotels & Residences (Doha, Qatar) Rotana Hotels Management Company-UAE(Dubai) Kempinski Hotel Mall of The Emirates UAE (Dubai) Pre-Opening Sep 15 Till Present Dec 13 Aug 15 May 12 May 2013 June 2010 April 12 Front Office attendant,cid,operator,reservatiion Holiday Inn Dubai Media City UAE May 08 May 10 Sales Executive Copra Group,Appco Branch,UAE,Dubai May 06 Mar 08 Sales Executive Showtime Arabia Channel T.V Dubai Media City, UAE Jan 05-April 06 Front Office Attendant Savoy Resorts & Casino Sharm El- Sheikh, Egypt Feb 02-Jan 04 Best Performance & Efforts Front Office Department, Kempinski Hotel. Employee of the Month Holiday in Dubai Media city Hotel, UAE. On Job Training, Certified as trainer from Rotana Hotels Best Performance & Efforts Front Office Department, Kempinski Hotel High flyers award GHA enrollment - Kempinski Hotel Across Training in Sales and Marketing department- Kempinski Hotel Mall of the emirates, Dubai Reservation Training- Kempinski Hotel Mall of the emirates, Dubai,UAE GDS Training- Kempinski Hotel Mall of the Emirates, Dubai,UAE The Highest Up seller In the Hotel With High Revenue- Kempinski Hotel Mall of the emirates, Dubai,UAE Certified Front Office Trainer From Rotana Hotels Telephone Training Certificate Holiday Inn Express. Top Priority Club program enrollment winner - Holiday In Dubai Media City My continuous focus to meet any object or goal:

3 Professional Experience Night Manager Sofitel luxury Hotels Jeddah Corniche, Pre Opening Jeddah, Saudi Arabia Sep 2015 Present responsible for Front desk, Concierge, Airport representatives, GROs, Call Centre, Business Centre, arranging the SOPs of FO department and follow the Process,Apply and follow the process of online check in as per Accor standard, Reservation, Recreation and Security.Reporting directly to Front office Manager / General Manager. Directs Front Office operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all Front Office policies, procedures and standards and satisfaction of guests? Needs. 1- Assist the Front Office Team under the guidance of the Front Office Manager in the execution of their duties to maximize the operational efficiency of the department. 2. Maintains high visibility during peak periods in order to ensure the smooth running of operations, promotes good public relations, takes corrective actions and handles guests' complaints to ensure their satisfaction. Scope Of Work: To assist the Front Office Manager in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service in accordance with the operating procedures and hotel standards. General Responsibilities: 1. Attends Management meetings and daily briefings in the absence of the Front Office Manager. 2. Ensure effective two way communication within the department by regular departmental communication meetings and daily briefings. 3. Ensures that the appropriate standards of conduct, dress, hygiene, uniform and appearance are maintained for all colleagues within the Front Office department. 4. Strictly adheres to the hotel's Policy on Confidentiality and Ethics. 5. To ensure self and all Front Office colleagues actively participate in all EHSMS requirements. 6. To carry out any additional tasks and projects as requested by the Front Office Manager. HR Responsibilities: 1. Conducts performance evaluations as required regarding colleague probation periods, annual performance reviews, promotion or transfer consideration and salary reviews. 2. In conjunctions with the Front Office Manager establishes comprehensive training programmers for the department and personally conducts training for all Front Office colleagues as required. 3. Evaluates departmental training sessions.

4 Night Manager (NOC) Dec 2013 Aug 2015 Merzam Group of Hotels & Residences Doha-Qatar Overall I m responsible for Front desk, Concierge, Airport representatives, GROs, Call Centre, Business Centre, Reservation, Recreation and Security.Reporting directly to Front office Manager / General Manager. Front office supervisor - Acting (Night Manager-Duty Manager) May 2012 May 2013 Rotana Hotels Management Company, Dubai, UAE Reporting directly to FOM and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations. Provides functional assistance and direction to all departments.. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel Responds to guest needs and resolves related problems Supervises and directs Reception and if required Reservations personnel. Supports and assists Front Office personnel and all departments at peak periods. Ensures VIPs and priority club guests receive special attention Assists Guest Relations in greeting, rooming, and sending off VIP guests. Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff. Provides input for Front Office meetings. Promotes inter-hotel sales and in-house facilities. Checks billing instructions and monitors guest credit Analyses and approves discounts and rebates. Analyses the rate variance report to ensure rooms revenue control Takes action with the Property Management Systems (PMS) in emergency situation. Fully conversant with all hotel emergency procedures. Ensures front line staff complies with FIT marketing techniques and maximize sales. Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures Control the availability of rooms, rooms types, accuracy of room count and rate categories Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out Take care of the department operation in the absence of front office manager Carry out the department training and the new comers training Perform the colleagues performance appraisals

5 Front Office Attendant (Acting Front office supervisor) June 2010 April 2012 Kempinski Hotel Mall of the Emirates, Dubai, UAE Operations of the Front Desk including Switchboard, Reservations and Bell desk. Provide excellent customer service per the standards of the hotel, and assist in situations to Ensure customer satisfaction. Ensure guest requests, inquiries and concerns are addressed and completed in a timely Manner. Assisting with the delivery and execution of the prefer loyalty program including amenities, Guest welcomes letters and profile updating. Reviewing guest special requests and ensure they are met or exceeded. Working with all Hotel Departments to ensure we meet or exceed guest expectations and all Guest billing is accurate and up to date at time of departure. Acting as a liaison with the Sales & Catering, Food & Beverage, Engineering and Housekeeping Teams to ensure clear communication. Assisting in the administration and management of the Front Office, including, but not limited to Payroll and scheduling. Ensure department adherence to company policies, procedures and standards to ensure that Guest expectations are exceeded. Assist in providing staff with ongoing coaching, training and development. Coordinate hotel emergency procedures within the scope of defined plans. Front Office attendant May 2008 May 2010 Holiday Inn Dubai Media City UAE Greeted, registered, and assigned rooms to guests Operated the switchboard Answered telephonic and in-person queries related to hotel services and resolved any issues Processed guests check ins and outs Prepared and completed room and restaurant bills Assisted guests in storing valuables in secure deposit box Handled payments through cash, checks and credit cards, Demonstrated capability of greeting guests with a smile, providing information and arranging reservations in timely manner

6 Sales Executive May 2006-March 2008 Copra Group (Appco Branch) Dubai UAE Gathering market and customer information Responding the organization at trade exhibitions Reviewing own sales performance,aiming to meet or exceed targets Recording sales and order information and send copies to the sales office Gaining a clear understanding of customers,business and requirements Feeding Future buying trends back to employers Negotiating variations in price Achieved good target every month and get high commission door to door,events, malls Dealing with Bin Amro Bank and Orbit channels contracts Sales Executive Jan 2005-April 2006 Showtime Arabia Channel T.V Dubai Media City, UAE Marketing Face to face with customers Selling Showtime Arabia channels and sign contracts Monthly Sales Reports Make sales calls and (Events,Malls,Door To Door) High Roller Team Leader and give training to new sales team member. Front Office attendant Feb 2002-Jan 2004 Savoy Resorts & Casino, Sharm El-Sheikh, Egypt reviewing the guest s billings, preparing the registration cards, updating the guest s profiles, handling the guest s quires and coordinating with all the relevant departments to ensure that the guest has a comfortable stay, on the job training, room s status and up selling to proposing plans to increase the sales of rooms

7 Training Programs Completed in Hospitality Industry: Guest safe box deposit reprogram (open and close) Rotana Hotels Civil Defense Fire Alarm (Hotel Fire Procedure) and Fire Evacuation First Aid Training Rotana Hotels Guest Satisfaction Training Kempinski Hotels Handling Guest Complaints and Comments Kempinski Hotels Hotel operational standards and Department Procedures Kempinski Hotels Telephone Technique Training Kempinski Hotels Housekeeping Training Kempinski Hotels Revenue, Sales and Marketing Training Kempinski Hotels TSA Solutions Training(Sales) Kempinski Hotels Night Auditor Training in Rotana Hotels On Job Training, Certified as trainer from Rotana Hotels - Stay real service Training in Holiday Inn and Holiday Inn Dubai Media City Across Training in Sales and Marketing department- Kempinski Hotel Mall of the emirates, Dubai Communications Skills & Communications Essentials Training at Accor Academic NOV Communications Activities at Sofitel Jeddah Corniche NOV 2016 Infor EasyRMS training By Infor Education Certified Instructor at Sofitel Jeddah Corniche Nov 2016 Empowerment Training at Sofitel Jeddah Corniche OCT 2016 VBL Training at Sofitel Jeddah Corniche OCT 2016 Feel welcome Feel Valued Trainings at Sofitel Jeddah Corniche NOV 2016 Enabling Excellence & Priority & Resolution Training at Sofitel Jeddah Corniche OCT 2016 Digital Development Training at Sofitel Al Khobar NOV 2016 Management VS Leadership Training SOFITEL Jeddah Corniche 2017 Personality: Strengths: I am a very open personality with a positive approach, energetic, talented and driven hotel manager with a real passion for delivering a first rate service to guests and maintaining excellent relationships with them to encourage repeat business. Good under pressure and strong ability to manage a team. Having a proven track record of running successful operations, that nurture and grow the business. Possessing the experience and initiative to further bolster a hotel s reputation and commercial success. Company loyalty is a main principal of mine. Guest and staff relations. I also honestly live up to the principle Guest comes first. I also practice active communications with my subordinates and superiors alike. Language Spoken Arabic, Mother Tongue (fluent in conversational, reading and written) English (fluent in conversational, reading and written) Driving Licenses: Egypt D/L, UAE D/L, Qatar D/L, Saudi D/L, International D/L