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
undefinedAdditional 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
Similar Profiles
Magreth MarikiMagreth Mariki
SECURITY AGENT & ACTING SUPERVISOR at National Aviation ServicesSECURITY AGENT & ACTING SUPERVISOR at National Aviation Services
Jasmine ManuelJasmine Manuel
Turn Cleaner at National Aviation ServicesTurn Cleaner at National Aviation Services
Artez HurstonArtez Hurston
Aircraft Cleaner at National Aviation ServicesAircraft Cleaner at National Aviation Services