Amjed Fasfous
Hawali
Summary
Assistant Front Office manager with demonstrated knowledge of Front Office best practices and operations. Proven skills in enhancing productivity, efficiency and bottom-line profits with forward-thinking leadership. Bringing 10 years of experience in field and ready to take on challenging, growth-oriented role .
Overview
20
20
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Jumeirah Messilah Beach Hotel & Spa
02.2016 - 07.2022
- Managing, motivating and developing the team, ensuring that training standards are maintained and customer service is excellent at all times
- Increasing customer service ratings through personable service.
- Evaluate employee performance and convey constructive feedback to improve skills
- Handling guest complaints and offer services recovery to maintain high guest satisfaction rates
- Oversee day-to-day operations of 405 room hotel with staff of 120 employees
- Personally welcoming guests and allocates rooms and coordinates with supervisor for proper follow up.
Guest Relation Manager
Jumeirah Messilah Beach Hotel & Spa
02.2016 - 04.2019
- Maintaining positive customer relations by addressing problems head-on and implementing successful corrective actions
- Motivating and rewarding employees to improve engagement.
- Handling guest complaints to maintain high guest satisfaction rates.
- Prepare monthly enteral LQA audits for review.
- Provide exceptional service and assistance to guests
Front Office Supervisor
Jumeirah Messilah Beach Hotel & Spa
05.2015 - 02.2016
- Supervise work processes and perform quality control tasks to increase revenue and reduce production times
- Supervise and guide new employees and responded quickly to questions to improve understanding of job responsibilities
- Assist guests by displaying knowledge of hotel property, local attractions, and hours of operation of hotel outlets and services
- Processed check-ins and check-outs, created reservations, and processed special requests
Front Office Receptionist
Jumeirah Messilah Beach Hotel & Spa
03.2013 - 05.2015
- Greet guests at the front desk and engaged in pleasant conversations while managing the check-in process
- Use quick response and dynamic service skills to build relationships with patrons and improve customer retention rate
- Welcome each new arrival pleasantly and confirmed reservations and identification
- Keep the reception area clean and neat to give visitors a positive first impression.
Cabin
Onur Air
Jeddah
06.2010 - 12.2012
- Verify aircraft and passenger compliance with policies, regulations, and safety guidance
- Answer passenger questions and provided solutions to issues arising during flights
- Conduct complete and accurate audits of aircraft following cleaning and sanitization procedures
- Serve beverages and food items from refreshment carts and provided information about in-flight offerings to passengers
- Greet passengers, assist with carry-on baggage storage, and delivered onboard announcements.
Guest Relation Officer
Dunes Club Amman
Amman
04.2005 - 06.2010
- Direct guests and appointments to fitness consultants to increase membership enrollment
- Kept front desk and lobby clean, clutter-free, and orderly to present an attractive atmosphere
- Maintained close contact with customers to provide updates on issues or service requests
- Checked members into gym by scanning badges.
- Delivered telephone service by answering calls knowledgeably and providing accurate information
Education
BBA - Business Administration
University Of The
People
Skills
- Staff Training
- Policy and Procedure Modification
- Report Preparation and Analysis
- Payroll Administration
- Brand Standards Audits
- Guest Satisfaction
- Multi-Tasking Skill
- Upselling
Accomplishments
- Opera Cloud Configuration & Transferring from Opera PMS to Opera Cloud
- HOTSOS Globalization Project - R4 - DM Report with Service recovery cost calculation
- Data Profile Quality Project
- Increase the Rooms Upselling Revenue
- Implement Luggage HOTSOS Mobile to reduce the ResponseTime
Certification
- Diploma in ISO Standards - Integrated Management System (IMS)
- ISO 9001:2015 - Quality Management System (QMS)
- ISO 14001:2015 - Environmental Management Systems (EMS)
- Diploma in Workplace Safety and Health
- General Data Protection Regulation (GDPR)
- Diploma in Hospitality Management Studies - Hotel Operations
- Certified Front Office trainer Pre opening Simulation , Jumeirah academy - 2017
- Problem Solving Technique 2016
- Jumeirah Leaders Program 2019
- Top Up seller TSA
- Lobster INK Front Office certificate
- Communication with Influence
Languages
Arabic
Native language
English
Advanced
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Business opportunities are like buses, there’s always another one coming.
Richard Branson
Timeline
Assistant Front Office Manager
Jumeirah Messilah Beach Hotel & Spa
02.2016 - 07.2022
Guest Relation Manager
Jumeirah Messilah Beach Hotel & Spa
02.2016 - 04.2019
Front Office Supervisor
Jumeirah Messilah Beach Hotel & Spa
05.2015 - 02.2016
Front Office Receptionist
Jumeirah Messilah Beach Hotel & Spa
03.2013 - 05.2015
Cabin
Onur Air
06.2010 - 12.2012
Guest Relation Officer
Dunes Club Amman
04.2005 - 06.2010
BBA - Business Administration
University Of The
People
- Diploma in ISO Standards - Integrated Management System (IMS)
- ISO 9001:2015 - Quality Management System (QMS)
- ISO 14001:2015 - Environmental Management Systems (EMS)
- Diploma in Workplace Safety and Health
- General Data Protection Regulation (GDPR)
- Diploma in Hospitality Management Studies - Hotel Operations
- Certified Front Office trainer Pre opening Simulation , Jumeirah academy - 2017
- Problem Solving Technique 2016
- Jumeirah Leaders Program 2019
- Top Up seller TSA
- Lobster INK Front Office certificate
- Communication with Influence
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