Experience Feb 2022 – till date Technical Support Representative Nextiva Ukraine LLC Job Summary: As Technical Support Representative I’m responsible to answer all the incoming calls, help customer to troubleshoot and fix their Technical Issues and making sure an amazing service has been applied. General Duties and Responsibilities: Provide daily consulting support to client including answering questions, analyzing problems, and quickly forming solutions for proper operation of the information system Provision and maintain hardware, software, and other equipment to meet client requirements Accurately answer a variety of technical questions about relevant contractor’s services Timely consulting support of each client by determined communication channels Manage difficult client interactions Maintain, organize and complete all tickets in the Technical Support Callback queue daily.
Apr 2018 – Nov 2020 Assistant Director of Front Office / Front Office Department In charge • Rose Rayhaan by Rotana, Dubai Job Summary: As an Assistant Director of Front Office, I’m responsible for assisting the Director of Rooms in leading and managing all sections of the Front Office Department in order to ensure the highest standards of service and to ensure that all Guests who visit the Hotel receive a level of service and hospitality that exceeds their expectations by giving an added value experience through attention to detail and continuous customer focus. General Duties and Responsibilities: Inform other operating departments, notably Housekeeping, of all Front Office matters that concerns them Establish and maintain effective Employee relations Assist the Director of Rooms in Employee related matters such as appraising and consulting Assist in the preparation of statistical, performance and forecast reports as necessary in order Facilitate annual budget and strategic plan preparation and provide management with marketing information Assist in monitoring and controlling, on an on-going basis, department costs to ensure performance against budget Monitor Front Office Employees to ensure Guests receive prompt, cordial attention, and personal recognition Control the availability of rooms, rooms types, accuracy of room count and rate categories Routine checks for billing instructions and guest credit for accuracy and compliance with hotel credit policy Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety, as well as protect and conserve the environment Comply with the hotel environmental, health and safety policies and procedures
Feb 15 – Mar 2018 Front Desk Manager / Duty Manager • Rose Rayhaan by Rotana, Dubai Job Summary: As a Front Desk Manager, I’m responsible for the operations of Front Office with a primary focus on overall operation at Reception, ensuring end of the day procedures and subsequent reports are completed in an accurate and efficient manner General Duties and Responsibilities Discharge FO Director’s duty during his absence Ensures to provide prompt, courteous, and efficient service to all guests, to achieve an elevated level of customer satisfaction through personalized service from arrival till departure Actively elicits guest feedback and preferences, regarding hotel services and ensures action is initiated on the same to maximize guest satisfaction Maintains an elevated level of Front Desk Agents & Team Leader Front Desk welfare and employee 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 Leads and coaches the team towards achieving the highest levels of exceptional guest service and colleague’s satisfaction results, through the application of all corporate and property standards and policies Handle guest complaints and assist in maintaining smooth relationship between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with dispatch immediately Cooperates in the performance of any reasonable task requested by the management Strong focus on development and implementation of departmental goals and projects Ensure that the standards required by Law and by Management are maintained always in the areas specified above
Feb 12 – Feb 15 Front Desk Team Leader / Reliever for the Night Manager • Al Bustan Rotana Hotel, Dubai Job Summary: As a Team Leader – Front Desk I am responsible to provide professional and customer focused service to our Guests, ensuring their stay will become a memorable experience. General Duties and Responsibilities: Receive guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure Maintain effective communication with all related departments to ensure smooth service delivery Maintain an awareness of rate levels to be sold daily and the occupancy levels Maintain good working relationship with all Front Office employees with emphasis on Front Desk Agents and Guest Services Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner Maintain an up to date knowledge of hotel and local services and supply information and respond to guest queries Verify all cashier closures of Front Desk Agents on shift end for billing and attachment accuracy Ensure all guest registrations are completed and correspond with Opera PMS guest information
Sept *********** Front Desk Agent Al Murooj Rotana Hotel, Dubai Job Summary: As a Front Desk Agent, I am responsible to provide professional and customer focused service to our Guests, ensuring their stay will become a memorable experience General Duties and Responsibilities: Provide prompt, courteous, and efficient service to all guest, to achieve a high level of customer satisfaction through personalized service from arrival till departure Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and any allied information to respond to guest queries Maintain an awareness of rate levels to be sold daily and the occupancy levels Accurately administer Front Desk cashiering standards and comply with all laid down systems, policies, and procedures Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems Maintain the privacy of all guests by ensuring that no details of the guests are disclosed Demonstrate a complete understanding of the hotel’s policies, procedures and service standards and have full knowledge of the hotel facilities and happenings
Dec ************ Data Entry Clerk – CID Al Murooj Rotana Hotel, Dubai Job Summary: As a Front Office Data Entry Clerk, I’m responsible to forward passport information of Hotel Guests on the day of their arrival by email to the Police Department General Duties and Responsibilities: Pick up passport copies at the designated area File all passport copies per day and hand it over to the concierge Work with computer and scanner to send all the necessary information Maintain an up to date knowledge of the hotel and services Prioritize and perform accordingly to ensure that data are managed immediately with speed and efficiency Maintain a systematic and organized filing system and regularly check, update, and reorganize cabinets when required.
Education Awards: Certified Departmental Trainer Apr 2011. Certified training coordinator (MCD) May 2013. Top up -Seller for Al Bustan Rotana 2014 Destination Leadership Program Aug 2014 Managing People Performance (MPP) Mar 2015. Certified Group Trainer Oct 2015. Certified Interviewer Dec 2015. Certified on Stage speaker Nov 2016. Cross training with Finance Jun 2017 Cross training with Revenue Aug 2017 Certified Coach Aug 2017
Seminars and Trainings: Up Selling Skills Feb 2011 On Job Training (OJT) Apr 2011 MCD (Managing Colleagues Development May 2012 Destination Leadership Program Aug 2014 Managing People Performance (MPP) Mar 2015 Group Training Techniques (GTT Oct 2015 Interview Skills Selection (ISS) Dec 2015 Cross training with Finance Jun 2017 Cross training with Revenue Aug 2017 Coach Training Aug 2017
References Dmytro Patsenko Real-Time Agent Support Supervisor*************************** (mailto:***************************) ************* Michael Mahfouz Director of Rooms (Rose Rayhaan by Rotana Hotel, Dubai) ************************** +971562642704 Haytham Omar General Manager (Al Jaddaf Rotana Hotel, Dubai) *********************** +97150432331 Mamdouh Ali General Manager (Rose Rayhaan by Rotana Hotel, Dubai) ********************** +971553008930 |
