LAMYAE OUARAY
Fes
Summary
Professional in hospitality with strong background in guest relations. Proven ability to enhance guest satisfaction through effective communication, problem-solving, and team collaboration. Skilled in managing high-pressure situations, adapting to changing needs, and ensuring seamless operations. Known for reliability, positive attitude, and results-driven approach.
Overview
5
5
years of professional experience
Work History
Guest Relations Executive
Adaaran Select Meedhupparu
2022.12 - Current
- Studying the arrivals for the day and identifying the VIP guests and guests with special requests
- Welcoming guests and proceeding check-in formalities
- Capturing guest preferences in food, accommodation, or recreational activities
- Providing hotel information
- Handling guest complaints efficiently & effectively
- Taking necessary actions in the service recovery process
- Maintaining excellent service relationships throughout the stay
- Gathering guest feedback during the stay
- Providing information on in-house recreational activities and outdoor sightseeing activities
- Escorting the guests to their rooms
- Assisting with resort tour/hotel tour/buggy request and helping the
- Arranging manager cocktails or GM cocktails for VIP and long-staying guests
- Helping to arrange sightseeing tours or restaurant bookings and online airline reservations
- Informing guests regarding the online feedback system for service excellence
- Assuring memorable stay and a pleasant farewell
- As a executive on shift basis handling Duty Manager duties
Customer Service Executive
KWAI
2022.03 - 2022.12
- Help VIP users to solve their problems in app
- Convince VIP users to buy coins to join events and offers in app
- Sell coins to VIP users
- Enhancing business opportunities
- Maintaining customer relationship by keeping records
- Resolving customer problems in appropriate manner
Commis Chef
Nautilus
2021.09 - 2022.02
- Assisting in the food preparation process
- Cooking and preparing elements of high quality dishes
- Preparing vegetables, meat and fish
- Assisting other Chefs
- Helping with deliveries and restocking
- Assisting with stock rotation & amp, cleaning stating
- Cross training in Front Office area
- Involving with taking guest feedback about food and experience
Receptionist
Marriott
2020.01 - 2021.09
- Being well knowledgeable on the days of arrivals and printing registration cards using the Opera system
- Arranging group check-in formalities
- Printing welcome cards for the arrival guests
- Welcoming the guests and performing check-in formalities
- Taking room payments on arrival when necessary
- Handling walk-in guests
- Escorting the guests to the pre-assigned rooms
- Proceeding check out formalities
- Handling all cash and credit card payments
- Ensuring memorable stay for the guests
Education
Certificate - Hospitality Department Trainer
Aitken Spence Group
Maldives 2024-12
Certificate - The Art of Service Butler Training Program
Aitken Spence Group AI Center
Maldives 2024-07
Diploma - Diploma in Hospitality And Tourism
Institut International Management Hotelier
Fes2020-01
Baccalaureate - Baccalaureat Degree in Modern Lit
SIDI IBRAHIM INSTITUTE
Fes 2016-06
Skills
- Teamwork
- Problem-Solving
- Customer Service
- Sales
- Social media
- Mentoring
- Handling conflict
- Guest satisfaction focus
- Front office operations
- Complaint handling
- Administrative leadership
Languages
Arabic
French
English
Turkish
Timeline
Guest Relations Executive
Adaaran Select Meedhupparu
2022.12 - Current
Customer Service Executive
KWAI
2022.03 - 2022.12
Commis Chef
Nautilus
2021.09 - 2022.02
Receptionist
Marriott
2020.01 - 2021.09
Certificate - Hospitality Department Trainer
Aitken Spence Group
Certificate - The Art of Service Butler Training Program
Aitken Spence Group AI Center
Diploma - Diploma in Hospitality And Tourism
Institut International Management Hotelier
Baccalaureate - Baccalaureat Degree in Modern Lit
SIDI IBRAHIM INSTITUTE