Mustafa Reda El Sayed
Duty Manager
Kuwait City
Summary
A full time position in customer service or managerial position where I can demonstrate technical and business skills and contribute to the company.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Lounges / Hala Kuwait (Meet and Assist services) Duty Manager
National Aviation Services
9 2006 - 6 2020
- Acts as lounge operation in charge for the shift assigned
- General monitoring of the lounges facilities including all different areas and locations
- Ensuring compliance with NAS and DGCA local rules and regulations
- Planning and implementing staffing schedules and annual leaves based on business demands
- Supervising, performance, evaluating, training, motivating, and disciplining of employees when needed
- Building and maintaining professional relationship with all airport authorities
- Ensuring customer complaints are handled and resolved in timely and effective manners
- Coordinating with all outsource suppliers to ensure lounges smooth operations and well-organized atmosphere
- Coordinate with all NAS departments to fulfill department needs
- Act as department in charge during the absence of operations manager
- Prepare lounge / Hala handling reports on daily basis with the cooperation of finance department for monthly payment collection.
Front office clerk /Room Reservation clerk (Front Office Department)
Sheraton Kuwait hotel
05.2000 - 09.2006
- Greet, communicate, and welcoming all guests upon arrival in a professional attitude
- Answer all guests' questions and handle their complaints
- Check in/out guests with efficient and professional standard
- Building a link between corporate customers and sales / reservation departments
- Provide an efficient and friendly reservation services
- Awareness of all rooms and suites types plus different room rates and promotions
- Handling different kinds of room reservations like groups, individuals, and corporate
- Achieving a high level of occupancy and average room rate to best revenue
- Ensure fulfillment of needs and requirements of guests who obtained prior reservation
- Handling different types of rooms bookings like individual, corporate, and groups bookings.
Tour Coordinator
Horus Tours Co.
01.1999 - 01.2000
- Organize a tourist programs and plans for the tourists
- Accompany the tourist with friendly manners in their trips
- Ensure the tourists' safety and security to reach their maximum satisfaction
- Advise tourists on suitable places and visits out of their organized plans
- Build the link between visitors and all contact places and persons during their stay till they travel.
Education
BA - Tourism and Hotels administration department
Helwan University
01.1994 - 04.1998
Skills
File Organization
Additional Information
All papers and certificates will be presented upon request.
Key Performance Indicators
- Monitoring the smooth functioning of all the customer services at the assigned site.
- Quick and optimum resolution of operational problems with staff and customers.
Personal Information
- Place of Birth: Cairo
- Date of Birth: 05/17/1976
- Nationality: Egyptian
- Driving License: True, Kuwaiti
- Marital Status: Married
Other Skills And Achievements
- Excellent communication skills
- Solving problem, listening & handling complaints skills
- Motivational skills and an ability to supervise and lead a team of customer service assistants and agents
- Good personal presentation especially when face to face with customers
- Commitment to improve team communication and customers service skills for the customers' usual satisfaction
- Familiar with Windows, Word, Excel, E-mail outlook, Opera, and Fidelio hotel systems in addition to Oracle system
- Employee of the month from Sheraton Hotel
- Appreciation certificate from CSA military service and security department
Languages
Arabic
English
Training
- Team work skills
- Cross front office hotel training
- Leadership and coaching training
- Customer satisfaction
- Professional telephone techniques
- Handling customer complaints
- Brilliant customer service (British airways training)
- KLM Royal Dutch airlines assist training (Assistance support service incorporating specialized team)
- Mentoring and coaching
- Motivation skills
- EMS & OHSAS combined management system
- DGR course and having a license for CAT9
Timeline
Front office clerk /Room Reservation clerk (Front Office Department)
Sheraton Kuwait hotel
05.2000 - 09.2006
Tour Coordinator
Horus Tours Co.
01.1999 - 01.2000
BA - Tourism and Hotels administration department
Helwan University
01.1994 - 04.1998
Lounges / Hala Kuwait (Meet and Assist services) Duty Manager
National Aviation Services
9 2006 - 6 2020