Summary
Overview
Work History
Education
Skills
Languages
Software
Certification
Work Availability
Interests
Quote
As you sow, You shall grind
Timeline
Volunteer
Mohamed Rezkalla

Mohamed Rezkalla

Front Desk Agent, Customer Service Representative
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
2018-12 - 2020-07
  • 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
2016-11 - 2018-07
  • 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
2015-03 - 2016-06
  • 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
2013-02 - 2014-11
  • 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
2010-06 - 2010-09
  • 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
2008-01 - 2012-07

Skills

    Reservations management

Guest experiences

Problem resolution

Relationship development

Egistration processing

Languages

English

Arabic

Software

Opera Pms

Nazeel Hotel System

CRM System

Certification

Mastering opera pms hotel software

2019-03

IBM problem solving and process control

2019-02

Food and beverage management

2019-05

English for business and entrepreneurship

2019-05

Excel skills for business

2019-08

Customer segmentation and prospecting

2019-03

Fundamentals of hotel distribution

2019-03

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

2019-08

Food and beverage management

2019-05

English for business and entrepreneurship

2019-05

Mastering opera pms hotel software

2019-03

Customer segmentation and prospecting

2019-03

Fundamentals of hotel distribution

2019-03

IBM problem solving and process control

2019-02

Hotel Front Desk Supervisor

Ghrass Hotel suites
2018-12 - 2020-07

Front Desk Manager

Marina Arar
2016-11 - 2018-07

Supermarket Cashier

hyber markets Alghat
2015-03 - 2016-06

Font Desk Receptionist

Mansoura University Hotel
2013-02 - 2014-11

Switchboard Operator

Festivel Le jardin Hotel, Hurghada
2010-06 - 2010-09

Ph.D. - Hospitality And Hotel Management

Mansoura University
2008-01 - 2012-07
Mohamed RezkallaFront Desk Agent, Customer Service Representative