Zainab Rahma
220 4th Ave SW,Canada
Summary
Hospitality professional with track record of enhancing guest experiences through effective communication and problem resolution. Known for fostering team collaboration and adaptability to meet changing needs, ensuring seamless operations. Skilled in customer service, conflict resolution, and maintaining welcoming environment.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Guest Ambassador Team Leader
Calgary Stampede- BMO Expansion
05.2024 - Current
- Handling over 50-80 team members
- Responsible for supporting the guest ambassadors to perform their duties to the best of their ability and monitor any situation that may require improvement or change of personnel and bring it to the attention of their manager
- Assign employees to their area of responsibility along with instructions of their duties, always Leading by example while contributing to the overall goals and objectives of the organization and delivering on the expectations of our customers
- Promote a safe working environment
- Demonstrate creativity in finding solutions that put the needs of the guest first
- Deliver exceptional guest experience by proactively engaging with and assisting guests
Academic Practicum Coordinator
ERP College
12.2023 - 05.2024
- Offer placements in the program
- Works with and assists practicum agencies as needed to establish practicum descriptions for students
- Reviews all student applications, performs initial screening, and facilitates the interview and selection process
- Tracks placement progress
- Assigns a pass/failure (credit/no credit) grade for the program
- Seeks and integrates feedback from students and supervisors to improve the Practicum program
- Updates and manages program and instructional information; prepares reports for the school as needed
- Responsible for coordinating the co-op experiences for students in various programs, building relationships with the industry partners, ensuring compliance with provincial regulations and policies, and tracking and reporting on student progress in the co-op program
Front Desk
The Hazelton Hotel
08.2023 - 11.2023
- Processing guest payments and credits
- Checking guests in and out of a hotel
- Answering questions and handling complaints
- Providing information and concierge services, such as attractions, activities, events, transportation, room service, dry cleaning, and message delivery
- Register arriving guests and assign rooms
VIP Lounge Ambassador
Bahrain International Airport Company
04.2021 - 08.2021
- Welcome passengers at the welcome desk
- Answer phone calls and transfer calls to the person needed
- Greet passengers at the lounge, show them around the VIP lounge
- Record their names and flight number in the system for records and at the end of the shift send email to the respective flights where passengers are flying with
Customer Service Specialist/ Events Executive
Sofitel Hotel– Accor Groups
12.2019 - 10.2020
- Use Opera Sales and Catering System properly for maximum performance
- Support the event planning, strategy, and development to enrich the value proposition that Informa Markets provides
- Support the design of the Event experience, ensuring a high-quality level of delivery in support of the Event’s strategy and customer needs
- At the Event, support the on-site delivery and setup, supporting logistics for exhibitors and team members
- Support the Event Director/Manager in overseeing the Event floorplan, managed by the sales Operations team, escalating any strategic decisions where required
- Plan media advertising
- Event planning, design, and production within time limits
- Working with clients to identify their needs and ensure customer satisfaction
- Propose ideas to improve provided services and event quality
Front Desk
The Cheesecake Factory Restaurant
07.2017 - 09.2019
- Greeting both arriving and departing customers in a very friendly manner
- Provide utmost assistance to every customer like assisting them to their seats, providing them the menu list, introducing them to their server, and during peak hours when the restaurant is full, must manage the Restaurant’s Waiting List
- Complete all delegated tasks assigned to them by the management and make sure that everything has been completed before the end of their shift
- Knows all about the products and services offered by the company as well as a comprehensive knowledge of all the operating procedures and policy guidelines implemented by The Cheesecake Factory.
Store Manager
Samedawa Shop
02.2009 - 12.2017
- Responsible for the daily running of stores, selling goods to customers
- Manage retail staff, including cashier
- Ensure standards for quality, customer service and health and safety are met
- Keep an awareness of security issues always and safety of personnel, liaising with internal security if necessary
- Ensure banking is up to date and all cash requirements are met
- Run special events in store, anticipate any special arrangements required to accommodate increased attendance for events
- Undertake customer service, sales activities and any shop floor activities as required to ensure service standards are always met and sales opportunities maximized
- Support induction training, day to day training and supervision of all team members
- Monitor and motivate the Retail Associates
- Attending internal meetings and reporting back to the retail team
- Assist in running the back-office operation, including ordering stock, delivering stock
Front Office Supervisor & Call Centre Supervisor (switchboard) Head Departmental Trainer of Front of the House
ART Rotana Hotel Amwaj Island
11.2014 - 05.2016
- Cross-trained in Marketing and E-commerce department
- When situations arise and it is required, provide guests with answers, alternatives and solutions to issues presented
- Supervise the Guest Relations Associates in their daily duties and ensure these are completed and followed up in accordance with Company standards
- Maintain a work environment that fosters the coaching, mentoring and development of subordinate staff
- Manage the needs of VIP Guests and inform other Team Members of VIP needs to ensure an exceptional Guest experience
- Responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards
- Assist with other departments, as necessary
- Ensure that guest check-in and check-out services are done promptly and courteously
- Ensure that front office staff is available at all the times for customer assistance
- Provide outstanding services and ensure guest satisfaction
- Address guest inquiries and concerns in a timely and professional manner
- Coordinate with Event Coordinator in organizing meetings and specials events as requested by guests
- Escalate unresolved guest issues to Front Office Manager for immediate resolution
Rooms Controller Coordinator (re-branding team)
Kempinski Grand and Ixir Luxury Hotel
02.2013 - 10.2014
- Check all guest reservation for the day
- Checking the preference of the guest as per guest request or any special occasion
- If there is any big group arriving to the hotel, designating rooms same floor level, preparing the registration paper for checking in and preparing the room key in advance
- Tracking every room if there would be any changes in the room status
- Checking room status if it’s dirty status, clean status, or complete status
- To make sure room is ready for the new arriving guest in the hotel
- Upon check out process, I am responsible to give a check out call to each guest and ask if they wanted to extend their stay, need any assistance from the bellboy to help in bring their luggage down to reception and if they want their bill to be ready once they come down to reception to check out
- Coordinating with housekeeping to check the room once guest left the room upon check out to check if guest consumed any mini bar items and to check the room
- Block rooms for guest with special occasion, coordinating with guest service to follow up to make sure that the room has a special set up (example: if guest celebrating anniversary, I coordinate with guest service if they have set up the rooms with romantic candles, flower petals scattered around room, and if the complimentary cake and chocolate is placed in the room)
- Making sure guest stays in hotel and has memorable and treasured experience with their family
- Serves as the face of the hotel, providing guests with a first and last impression whenever possible
- Assign room according to guest request and preferences whenever possible
- Pre-register designated guests and prepared key packets
Administrative Supervisor
Parsons Global Services Limited
11.2011 - 03.2012
- Responsible for the overall administrative functions and often overseeing the support of executives
- Supervise administrative staff, office managers and staff assistants, offering guidance and training while delegating work tasks
- Managing calendars, responding to email and phone messages, assisting with customer requests and questions, coordinating meetings, compiling meeting materials and documents, creating presentations, booking travel and providing executive staff with support as needed
- Evaluate staff members and provide feedback for improvement
Accountant, Trainee
Ministry of Electricity and Water
04.2011 - 05.2011
- Perform accounting and clerical functions to support supervisors
- Record business transactions and key daily worksheets to the general ledger system
- Input type vouchers, invoices, checks, account statements, reports, and other records
- Work with adding machines, calculators, databases, and bank accounts.
Project Assistant
Ministry of Works, Government
02.2009 - 04.2009
- Provides general administrative support to projects, under the direction of more experienced project management professionals
- Help produce proposals, plans and reports, organize and maintain project files and databases
- Maintain automated databases to report and comply, develop reports and correspondence independently
- Coordinate travel needs, schedules and meetings and develop documents and monitor production activities
- Manage project file systems and involve in project related calls, ensure proper state of change requests, and document them
- Interact with engineering managers, engineers, and technicians to create documentation.
Education
Hospitality - Hotel Operations Management
Centennial College
01.2023
Bachelor of Science - Business Informatics Management
AMA International University
01.2011
Skills
- Safety awareness
- Exceptional communication
- Effective decision making
- Customer relations
- First aid training
- Strong interpersonal skills
- Customer service
- Computer skills
- Verbal and written communication
- Detail-oriented
- Complaint handling
- Guest orientation
- Event planning
- Basic accounting
- Food and beverage area setup
- Reservation management system
- Event information management
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Multitasking
- Organizational skills
- Customer service excellence
- Interpersonal skills
- Product knowledge
- Call center experience
- Microsoft office
- Phone etiquette
LANGUAGE SKILLS
English
Native or Bilingual
Arabic
Professional Working
Tagalog (Filipino language)
Native or Bilingual
Certification
- Leadership Award
- Smart Serve certificate
- It's Your shift.
- Digital citizenship
- Food handler certificate
- RevSim Certificate
- Worker health certificate
- Communication skills
- Decision making skills.
- Marketing and E-commerce
- Leadership
- Front Office Management
- Train the trainers
- Basic Food Safety
- Bartending
- Train the Trainer (On-Job Training Certificate)
- Customer Service Excellence- Medpoint
- Managing Colleague Development Program
- Marketing Management and E-commerce Marketing department cross training
- Fundamental Handling Complaint
- First Aid/ CPR- MEDIC First Aid International
- Basic Computer Courses in MS Office
- Basic Accounting & Banking
- Member of Toastmaster’s Youth Leadership
- Awarded Hotelier of the month
Interests
- Nominated great leader in western hospitality
- Member of Toastmaster’s Youth Leadership
- Awarded Hotelier of the month
Timeline
Guest Ambassador Team Leader
Calgary Stampede- BMO Expansion
05.2024 - Current
Academic Practicum Coordinator
ERP College
12.2023 - 05.2024
Front Desk
The Hazelton Hotel
08.2023 - 11.2023
VIP Lounge Ambassador
Bahrain International Airport Company
04.2021 - 08.2021
Customer Service Specialist/ Events Executive
Sofitel Hotel– Accor Groups
12.2019 - 10.2020
Front Desk
The Cheesecake Factory Restaurant
07.2017 - 09.2019
Front Office Supervisor & Call Centre Supervisor (switchboard) Head Departmental Trainer of Front of the House
ART Rotana Hotel Amwaj Island
11.2014 - 05.2016
Rooms Controller Coordinator (re-branding team)
Kempinski Grand and Ixir Luxury Hotel
02.2013 - 10.2014
Administrative Supervisor
Parsons Global Services Limited
11.2011 - 03.2012
Accountant, Trainee
Ministry of Electricity and Water
04.2011 - 05.2011
Store Manager
Samedawa Shop
02.2009 - 12.2017
Project Assistant
Ministry of Works, Government
02.2009 - 04.2009
- Leadership Award
- Smart Serve certificate
- It's Your shift.
- Digital citizenship
- Food handler certificate
- RevSim Certificate
- Worker health certificate
- Communication skills
- Decision making skills.
- Marketing and E-commerce
- Leadership
- Front Office Management
- Train the trainers
- Basic Food Safety
- Bartending
- Train the Trainer (On-Job Training Certificate)
- Customer Service Excellence- Medpoint
- Managing Colleague Development Program
- Marketing Management and E-commerce Marketing department cross training
- Fundamental Handling Complaint
- First Aid/ CPR- MEDIC First Aid International
- Basic Computer Courses in MS Office
- Basic Accounting & Banking
- Member of Toastmaster’s Youth Leadership
- Awarded Hotelier of the month
Hospitality - Hotel Operations Management
Centennial College
Bachelor of Science - Business Informatics Management
AMA International University
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