Reda Lyoubi
Montreal,QC
Summary
Experienced guest services professional with a strong background in hospitality spanning over six years. Adept at handling reservations and resolving guest inquiries. Dedicated to improving service quality and enhancing overall guest experiences.
Overview
13
13
years of professional experience
Work History
Guest Services Receptionist
Fairmont The Queen Elizabeth
Montreal, Quebec
09.2023 - Current
- Welcome guests upon arrival and provided personalized check-in assistance.
- Manage reservation systems and updated guest information efficiently.
- Respond to guest inquiries and resolved issues promptly and courteously.
- Process payments for guest's room charges and incidentals using a point-of-sale system.
- Provide concierge services, offering local recommendations and booking assistance.
- Work collaboratively with other departments to ensure all guest needs were met promptly.
- Manage daily operations such as preparing reports and tracking inventory levels of supplies used in the office area.
- Record guest comments or complaints, escalating to management for immediate resolution.
Restaurant Manager
The Snack
Iqaluit, NU
01.2018 - 08.2023
- Directed daily restaurant operations, ensuring seamless service delivery and customer satisfaction.
- Maintained inventory control, balancing stock levels against demand to reduce excess waste.
- Created training materials for new hires, promoting consistency in service procedures.
- Addressed customer complaints swiftly to protect restaurant reputation and foster loyalty.
- Oversaw all aspects of restaurant management, including scheduling, budgeting, and inventory control.
- Executed rigorous opening, closing, and shift change protocols to sustain operational quality.
- Led weekly meetings to review team performance and deliver actionable feedback.
- Supervised dining room staff to uphold service excellence and respond effectively to guest requests.
Front Office Agent
Four Seasons Hotel
Casablanca Morocco
08.2014 - 12.2017
- Streamlined guest check-in and check-out processes to enhance operational efficiency.
- Delivered exceptional customer service to elevate guest experiences.
- Coordinated reservations and room assignments to optimize accommodations effectively.
- Resolved guest inquiries and issues promptly, ensuring high satisfaction levels.
- Communicated with various departments to fulfill guest needs efficiently.
- Provided concierge services, including restaurant reservations and transportation arrangements.
- Promoted hotel services and facilities to increase overall guest satisfaction.
- Executed administrative tasks, including filing paperwork and updating guest profiles accurately.
Guest Service Representative
Epcot Center Walt Disney World
Orlando, Florida
08.2012 - 07.2014
- Ensured safety and efficiency by monitoring guest flow at entrances.
- Enhanced guest experiences through effective coordination with park team members.
- Answered guest inquiries regarding attractions, delivering comprehensive information.
- Demonstrated empathy in resolving complaints, reinforcing commitment to service excellence.
- Conducted training for new staff on customer service standards and operational procedures.
- Developed extensive knowledge of park layout to assist guests accurately.
Education
Master of Business Administration - Organizational Management
Nice-Sophia Antipolis
Nice, France09-2011
Bachelor - Tourism And Hotel Management
VATEL Business School - Hotel & Tourism Management
Nîmes, France10-2009
Skills
- Office administration
- Collaborative teamwork
- Conflict resolution
- Clear communication
- Guest service improvement
- Efficiency optimization
- Tourism expertise
- Language skills and POS management
Languages
English
Full Professional
French
Native/ Bilingual
Arabic
Native/ Bilingual
Spanish
Limited
Timeline
Guest Services Receptionist
Fairmont The Queen Elizabeth
09.2023 - Current
Restaurant Manager
The Snack
01.2018 - 08.2023
Front Office Agent
Four Seasons Hotel
08.2014 - 12.2017
Guest Service Representative
Epcot Center Walt Disney World
08.2012 - 07.2014
Master of Business Administration - Organizational Management
Nice-Sophia Antipolis
Bachelor - Tourism And Hotel Management
VATEL Business School - Hotel & Tourism Management