ESLAM HAMDI MOHAMED ZAKI
Assistant Front Office Manager
Noonu Atoll
Summary
Creative and dynamic hospitality professional with proven experience for 13 years at international hotel chains. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
6
6
Certification
Work History
Assistant Front Office Manager
Noku Maldives Vignette Collection
04.2024 - Current
- Ensuring the smooth running of the Front Office operations
- Prioritizing and delegating daily work responsibilities to front desk staff
- Departmental trainer to (15+ front office team members) ensuring to provide the highest level of service quality
- Coordinating room assignments and ensuring guest satisfaction during their stay
- Resolving guest complaints and issues in a prompt and professional manner.
Assistant Manager Front Office
Hyatt Regency Dubai Creek Heights
11.2022 - 04.2024
- Supervised (35+ front office team members) for smooth operation at a busy hotel environment
- Resolved guest complaints and resolved issues effectively to support a positive reputation for the hotel
- Collaborated with other departments to coordinate guest services and enhance overall guest experience
- Trained fresh staff on hotel policies, procedures, and software systems to ensure a smooth onboarding process
- Developed and implemented strategies to increase selling opportunities and add-on services.
Assistant Front Office Manager
Sentido Palm Royale Soma Bay Resort
07.2019 - 10.2022
- Managed crisis situations
- Solved problems and made decisions at managerial level
- Conducted interviews and staff performance assessment process
- Monitored workplace communication and engagement
- Motivated and rewarded performance in a team of 20+ members to support achievement of results.
Night / Duty Manager
Holiday Inn Resort Kandooma
05.2017 - 03.2019
- Managed night operations of the hotel
- Documented and reported all incidents involving guests or employees to respective management for follow-up
- Promoted teamwork and quality service through daily communication with other shifts
- Resolved all guest complaints in a prompt and professional manner
- Communicated with staff (Team of 15+ members) any VIPs, Rewards Club Members, or special needs.
Night Manager / Manager on Duty
Sentido Palm Royale Soma Bay Resort
09.2016 - 04.2017
- Interacted with equivalent level managers concerning matters of significance to the Resort
- Helped with Front Desk duties, including check-in and check-out of guests
- Prepared and executed the end of day process for the Resort
- Ensured the comfort and safety of all guests
- Shared information of all Group arrivals of the day and actioned all requirements and wake up calls.
Front Office Supervisor In-Charge
Tolip Sports City
03.2016 - 08.2016
- Supervised the Front Office operations
- Ensured proper stock level for the smooth run of operations and to prepare requisitions accordingly
- Ensured that the arrival list is up-to date
- Assigned all the requested rooms preferences according to guest needs
- Monitored rooms status and discrepancies.
Front Office Supervisor
Red sea Hotels, Sharm Plaza & Resort
10.2015 - 02.2016
- Helped staff with expediting problem payments
- Followed up with guest about satisfaction with guest-related issues
- Processed all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
- Processed all payment types such as room charges, cash, debit, or credit
- Contacted proper individual or department as necessary to resolve guest request or problem
Front Office Supervisor
Swiss-Bel Hotel
10.2014 - 08.2015
- In-Charge of all Front Office Department (Team of 15+ members)
- Ensured that all hotel standards were well-maintained during shifts in all areas
- Welcomed and acknowledged guests
- Prioritized guest requests and followed up to ensure that requests were given
- Aided management in training, evaluating, counseling, motivating, and coaching of front office staff.
Front Office Shift Leader / Supervisor
Palm Royale Soma Bay Resort
11.2012 - 10.2014
- Helped and guided the front office staff through their daily duties and responsibilities
- Trained Front Office staff as designated and outlined in the Front Office Training Procedures
- Maintained a positive work environment
- Checked guests in and out of the hotel in a courteous and pleasant manner
- Used the proper phrases and greetings when interacting with guests.
Front Desk Agent
Intercontinental Abu Soma Resort
09.2011 - 10.2012
- Welcomed customers and guests in a warm and friendly manner
- Aided customers in a branded, friendly, initiative-taking, and efficient manner
- Collected payments from guests
- Balanced cash drawer by counting cash at beginning and end of work shift
- Responded to customer inquiries and requests in a prompt and efficient manner.
Education
Bachelor of Science - Tourism and Hotels, Hotel Management
Egypt, Alexandria University
Skills
- Front Desk Operations
- Customer Service
- Cash Handling Accuracy
- Reservation handling
- Complaint Handling
- Operations Management
- Staff Training and Development
- Staff Supervision
- Guest Relations Management
- Communication Management
- Workflow Optimization
- Property Management Systems
- Room assignment coordination
- Administrative Skills
- Hospitality services
- Effective Multitasking
- Decision-making capabilities
- Problem-Solving
Certification
- Hospitality Management
- Operations Management
- Handling Information Responsibly
- Luxury Fundamentals
- Training of the Trainers
- First Aid
Languages
Accomplishments
❖ The Highest Training Hours of the month IHG Frontline at Holiday Inn Resort Kandooma Maldives 2017
❖ The Best Performance of the year (Front Office Department) at Palm Royale Soma Bay 2013
Timeline
Assistant Front Office Manager
Noku Maldives Vignette Collection
04.2024 - Current
Assistant Manager Front Office
Hyatt Regency Dubai Creek Heights
11.2022 - 04.2024
Assistant Front Office Manager
Sentido Palm Royale Soma Bay Resort
07.2019 - 10.2022
Night / Duty Manager
Holiday Inn Resort Kandooma
05.2017 - 03.2019
Night Manager / Manager on Duty
Sentido Palm Royale Soma Bay Resort
09.2016 - 04.2017
Front Office Supervisor In-Charge
Tolip Sports City
03.2016 - 08.2016
Front Office Supervisor
Red sea Hotels, Sharm Plaza & Resort
10.2015 - 02.2016
Front Office Supervisor
Swiss-Bel Hotel
10.2014 - 08.2015
Front Office Shift Leader / Supervisor
Palm Royale Soma Bay Resort
11.2012 - 10.2014
Front Desk Agent
Intercontinental Abu Soma Resort
09.2011 - 10.2012
Bachelor of Science - Tourism and Hotels, Hotel Management
Egypt, Alexandria University
Hospitality Management - Operations Management - Handling Information Responsibly - Luxury Fundamentals - Training of the Trainers - First Aid Personal Skills - Details Oriented - Collaborator - Flexible - Guest & Staff Relations - Team Leadership - Accountable - Technologically Competent - Team Building and Supervision - Multi-Tasking
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