Nada Wael
Guest Relations Supervisor
Alexandria,ALX
Summary
Guest Relations Supervisor with four years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in front desk management, overseeing all-staff efficiency and acquiring professional customer feedback.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Guest Relations Supervisor
Hilton Alexandria Green Plaza
Smouha, Alexandria
01.2020 - Current
- Having a physical presence at the front desk and lobby incase any guest seeks assistance.
- Escorting VIP guests to their rooms while giving a brief orientation about the hotel's facilities.
- Giving the morning shift a detailed handover of any guest related or maintenance issues.
- Maintaining regular courtesy calls and follow up with more than 30 guests a day.
- Assigning rooms for our VIP guests according to their preferences and ensuring their amenities are provided.
- Being able to lead a team and having exceptional teamwork to ensure the satisfaction of every valued guest.
- Investigating and responding to guest comments and complaints in a professional and timely manner.
- Regular room inspections to ensure the guests' amenities are provided according to their preferences.
- Monitoring the surveys received from every guest.
- Sharing a feedback report daily with all concerned departments to ensure prompt communication.
Guest Relations Agent
Hilton Alexandria Green Plaza
Smouha, Alexandria
01.2018 - 01.2020
- Outstanding experience in Hospitality and customer service
- Skilled in planning, organizing, monitoring, report development and presentation
- Proficient in MS Office Suite – Word, Excel and Power Point
- Ability to communicate effectively in English and Arabic both verbally and in writing
- Strong communication, problem solving, decision making, and interpersonal skills
- Superior customer service and conflict resolution skills
- Ability to work in a fast-paced environment
Travel Agent
Sondos’ Travel Agency
Alexandria
08.2016 - 09.2017
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
Education
Bachelor - Tourism
Alexandria University
Faculty Of Tourism And Hotels 08.2012 - 09.2017
Skills
Superior organizational skills
Customer service expert
Proficiency in hospitality systems
Satisfaction scoring systems
Detail-driven
Quality improvement leadership
Guest accommodations
Reporting capabilities
Guest experiences
Flexible & Adaptable
Certification
Ticketing Course (Amadeus)
Timeline
Leader of the Month
12-2020
Lead 1.1: Virtual Leadership Development Series with Harvard
11-2020
Guest Relations Supervisor
Hilton Alexandria Green Plaza
01.2020 - Current
Women In Leadership Workshop
09-2019
'Do It Right First Time and Every Time' Competition Winner
10-2018
Best Groomed Team Member
03-2018
Guest Relations Agent
Hilton Alexandria Green Plaza
01.2018 - 01.2020
Ticketing Course (Amadeus)
07-2017
Travel Agent
Sondos’ Travel Agency
08.2016 - 09.2017
Bachelor - Tourism
Alexandria University
08.2012 - 09.2017