Zakaria El Guamra
Fredericton,NB
Summary
Knowledgeable Front Desk Supervisor enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in managing back-end financial and administrative functions. Excel in fast-paced environments with motivational management style and resourceful mindset.
Overview
12
12
years of professional experience
Work History
Guest Services Associate
Ramada Hotel By Wyndham
08.2023 - Current
- Greet visitors and customers upon arrival, offer assistance, and answered questions to build rapport and retention.
- Accept payments and answer guest questions.
- Interact with customer service team to deliver consistent, exceptional service to all guests.
- Engage guests entering facility and offer to assistance with wayfinding.
- Resolve guest issues with rooms or reservations with knowledgeable and friendly service
Front Desk Manager (Duty Manager)
Media Rotana Hotel Dubai
12.2022 - 01.2023
- Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction
- Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods
- Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all corporate and property standards and policies
- Complete procedures when guests arrive and leave
- Deal with special requests from guests
- Resolve guests complaints
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Assistant Guest Services Manager
Centro Capital Center Hotel By Rotana
11.2020 - 12.2022
- Monitor guest feedback, using to improve service and departmental operations.
- Monitor guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborate with outside departments to coordinate solutions and retain guest satisfaction.
- Motivate and rewarded employees to improve engagement.
Guest Experience Coordinator
Pearl Rotana Hotel
01.2018 - 11.2020
- Greet visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolve guest complaints and discrepancies in prompt and courteous manner.
- Welcome guests on arrival, displaying professional and friendly approach.
- Respond to guest inquiries, complaints and special requests to increase customer satisfaction.
- Collaborate with team members to handle guest requirements from check-in through check-out.
Front office agent
Rotana Yas Island Hotel
10.2014 - 01.2018
- Greet visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintain effective communication with all related departments
- Deal with any queries and resolve guest complaints
- Coordinate with Managers and Supervisors of Front Office to ensure that daily Front office operations run smoothly.
Customer service agent
Phone Group
10.2011 - 07.2013
- Respond to customer calls and emails to answer questions about products and services.
- Evaluate customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
MBA - Tourism And Hotel Management
Vatel France
Marrakech,Morocco05.2011
Diploma in Tourism And Leisure Management - Hospitality Services Management
CCFA
Marrakech,Morocco05.2008
High School Diploma -
Cadi Ayad High School
Marrakech,Morocco05.2006
Skills
- Excel, Word, PowerPoint,
- Opera (Hotel Management system)
- Coordinate Schedules
- Check-In and Check-Out Procedures
- Staff Supervision
- Hotel Reservation Systems
- Cash Handling
- Hospitality and Accommodation
- Guest Relations
- Complaint management
Languages
French : Advanced
English : Advanced
Arabic : Native Speaker
Timeline
Guest Services Associate
Ramada Hotel By Wyndham
08.2023 - Current
Front Desk Manager (Duty Manager)
Media Rotana Hotel Dubai
12.2022 - 01.2023
Assistant Guest Services Manager
Centro Capital Center Hotel By Rotana
11.2020 - 12.2022
Guest Experience Coordinator
Pearl Rotana Hotel
01.2018 - 11.2020
Front office agent
Rotana Yas Island Hotel
10.2014 - 01.2018
Customer service agent
Phone Group
10.2011 - 07.2013
MBA - Tourism And Hotel Management
Vatel France
Diploma in Tourism And Leisure Management - Hospitality Services Management
CCFA
High School Diploma -
Cadi Ayad High School
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