Mohamed Masrah
Https://www.linkedin.com/in/mohamed-masrah-4a183257/
Summary
Accomplished Senior Duty Manager with a proven track record at IHG Hotels & Resorts, enhancing operational efficiency and guest satisfaction. Skilled in team management and complaint handling, I've significantly improved employee retention and guest loyalty. Expert in fostering a safe, welcoming environment, demonstrating both hard and soft skills essential for hospitality excellence.
Overview
21
21
years of professional experience
Work History
Senior Duty Manager
IHG Hotels & Resorts
03.2014 - 11.2022
- Run a smooth daily Front Office Operational activities according to the established guidelines.
- Enhanced guest satisfaction with prompt resolution of complaints and proactive communication.
- Strengthened employee retention rates by implementing comprehensive onboarding programs for new hires.
Duty Manager
IHG Hotels & Resorts
07.2010 - 02.2014
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
Guest Service Officer
IHG Hotels & Resorts
07.2008 - 07.2010
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
Front Desk Clerk
IHG Hotels & Resorts
04.2008 - 06.2008
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
Guest Relations Officer
Chaaya Hotels & Resorts
12.2006 - 03.2008
- Managed VIP guest relations, ensuring exceptional service levels were met at all times.
- Greeted guests upon arrival and offered assistance.
- Maintained a welcoming atmosphere with genuine interactions and professional communication skills.
- Resolved guest complaints diplomatically, resulting in increased loyalty and repeat business.
Front Office Supervisor
Universal Resorts
04.2005 - 09.2006
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
Receptionist
Universal Resorts
02.2002 - 03.2005
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
Education
No Degree - G.C.S.E
Male' English School
Male', Maldives01-2002
Skills
- Health and safety
- Operational efficiency
- Team management
- Complaint handling
Timeline
Senior Duty Manager
IHG Hotels & Resorts
03.2014 - 11.2022
Duty Manager
IHG Hotels & Resorts
07.2010 - 02.2014
Guest Service Officer
IHG Hotels & Resorts
07.2008 - 07.2010
Front Desk Clerk
IHG Hotels & Resorts
04.2008 - 06.2008
Guest Relations Officer
Chaaya Hotels & Resorts
12.2006 - 03.2008
Front Office Supervisor
Universal Resorts
04.2005 - 09.2006
Receptionist
Universal Resorts
02.2002 - 03.2005
No Degree - G.C.S.E
Male' English School
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