Opera Pms
Mohamed Rezkalla
Front Desk Agent, Customer Service Representative
Riyadh,Riyadh
Summary
Coordinated Front desk supervisor with more than 5 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration.
Experienced Customer service agent with over 4 years of experience in Hospitality industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
Overview
2
2
Languages
7
7
Certifications
5
5
years of post-secondary education
7
7
years of professional experience
Work History
Hotel Front Desk Supervisor
Ghrass Hotel suites
Muzahmia, Saudi Arabia
12.2018 - 07.2020
- Supervised team of 4 front desk agents and helped to resolve issues arising during shifts.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Worked with different types of customers to understand needs and provide Brilliant service.
- Developed team communications and information for Company meetings.
- Handled 20 calls per hour to address customer inquiries and concerns.
- Drove operational improvements which resulted in savings and improved profit margins.
Front Desk Manager
Marina Arar
ARAR, Saudi Arabia
11.2016 - 07.2018
- Supervised team of 3 front desk agents and helped to resolve issues arising during shifts.
- Established internal databases and record management systems to enhance accuracy and integrity of all documentation and data.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Increased customer satisfaction by resolving Overbooking and Cancellation issues.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Oversaw day-to-day operations of brand new,40-room hotel with staff of 10 employees.
Supermarket Cashier
hyber markets Alghat
Al Ghat, Saudi Arabia
03.2015 - 06.2016
- Assisted customers with price checking and finding requested items in store.
- Monitored deliveries by checking merchandise against invoice paperwork and notifying supervisor of discrepancies.
- Followed written recipes to prepare seafood dishes.
- Operated various types of equipment including balers, power jacks and slicing machines.
- Stocked fruits and vegetables and removed old or poor quality products.
- Retrieved items for customers and verified prices.
Font Desk Receptionist
Mansoura University Hotel
Mansoura, Egypt
02.2013 - 11.2014
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Planned coverage needs and organized services to support incoming special events.
- Kept accounts in balance and ran daily reports to verify totals.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used Opera PMS to process reservations, check-ins and check-outs.
Switchboard Operator
Festivel Le jardin Hotel, Hurghada
Hurghada, Egypt
06.2010 - 09.2010
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Collaborated with Front office and Housekeeping team members to handle guest requirements from check-in through check-out.
- Maintained excellent attendance record, consistently arriving to work on time.
Education
Ph.D. - Hospitality And Hotel Management
Mansoura University
Mansoura-Egypt 01.2008 - 07.2012
Skills
Reservations management
Software
Nazeel Hotel System
CRM System
Certification
Mastering opera pms hotel software
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Basketball
Playing golf
Billiards
Soccer
Reading human resources books
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
As you sow, You shall grind
It means if you do well with the people and treat them fairly, You will have the same fate and vice versa
Timeline
Excel skills for business
08-2019
Food and beverage management
05-2019
English for business and entrepreneurship
05-2019
Mastering opera pms hotel software
03-2019
Customer segmentation and prospecting
03-2019
Fundamentals of hotel distribution
03-2019
IBM problem solving and process control
02-2019
Hotel Front Desk Supervisor
Ghrass Hotel suites
12.2018 - 07.2020
Front Desk Manager
Marina Arar
11.2016 - 07.2018
Supermarket Cashier
hyber markets Alghat
03.2015 - 06.2016
Font Desk Receptionist
Mansoura University Hotel
02.2013 - 11.2014
Switchboard Operator
Festivel Le jardin Hotel, Hurghada
06.2010 - 09.2010
Ph.D. - Hospitality And Hotel Management
Mansoura University
01.2008 - 07.2012
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