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- 353 E 78th st New York, NY 10075 ( (xxx-xxx-xxxx * email@example.com
Self-assured and results-driven hotelier with more than 7 years providing high-performance customer service, public relations, administration, and operations support with a view to concentrating in office administration moving forward.
- Proven dedication to administrative process efficiencies and outstanding customer service that enable the business to achieve cost and service quality advantages in highly demanding hotel operations.
- Detail-oriented, analytical and methodical with critical thinking to resolve professional relationship and complex work issues even under stress.
Well-organized with multitasking and prioritization skills that optimize limited resources to achieve outstanding results.
Strong people management and interpersonal communication skills that inspire confidence, performance excellence, and teamwork synergies across diverse ethnicities and multi-functional engagements.
Customer Service Management
Hotel Concierge Operations Management
Policies & Regulatory Compliance
Relationship Management (Clients, Stakeholders, Public, & Suppliers)
Staff Supervision & Training
Records & Document Management
Bilingual in English and Arabic
Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)
AKA Times Square New York, NY
Provide nightly service audit on night reservations in the daily NMX (New, Modified, and Cancelled) reports, processing credit card transactions, setting the proper HK tasks for each reservation, charging new reservations as needed, and processing refunds for cancelled reservations.
Verify front desk shift transaction to ensure accuracy, preparing registration cards, Wi-Fi passwords and room keys for next days guest arrivals, as well as invoices for next day departures.
Process guest check-in/out, communicating hotel services, emergency procedures, and other administrative support information to guests at check-in, coordinating with other departments to render special service requests, conducting express checkout, and offering to make future reservations.
Generate cancellation/incident reports and other documentation requirements after finalizing night audit process.
Increased guest satisfaction rating for the concierge section from 78% to 89% within 6 months of tenure, identifying improvement areas and recommending solutions, while ensuring compliance with service quality standards and developing competencies of team members.
Managed services provided by the bell team, concierge agents, transportation and valet services, planning weekly schedules, coordinating with other departments to ensure service fulfillment efficiently.
Investigated guest complaints and recommended corrective action to restore guest patronage.
Managed inventory to ensure continued availability of items for uninterrupted daily service operation.
Recommended and facilitated changes that improved service and increased operational efficiency.
Provided customer service to hotel patrons involving information dissemination on shopping, recreation and night life, coordinating travel arrangements for sightseeing tours and tourist events, confirming reservations for multimodal transport, and assisting guests with hard-to-find items.
Responsible for building and maintaining relationships with the community while providing general office administration covering supplies inventory management, records and document management, basic accounting, travel arrangements, and logistics coordination in corporate events, conferences and meetings.
BBA, Business Administration, AIN SHAMS UNIVERSITY Cairo, Egypt (2006)
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