CV
- 1. Mustafa Shaaban Mohamed 22 Ali Sharawy St, Haddayek El-Kobba, Cairo +2-01114904909 Mustafa.shaaban@ymail.com https://eg.linkedin.com/in/mustafa-shaaban OBJECTIVE I am looking for improving my skills and experiences, which are more than five years in the international hotel; I am very ambitious, expert in the guest satisfaction to exceed the high level of service. AREA OF EXPERTISE Strong ability to communicate in English effectively in oral as well as written forms. Outstanding ability to keep a clean neat and professional appearance adhering to standards. Outstanding organizational, interpersonal skills and effectively deal with all business contacts. Great knowledge of property management system. Strong judgment skills, effective and remarkable listening abilities. Strong experience in implementing, developing and evaluating guest service standards. Exceptional ability to give attention to details. Expert knowledge of PC Software. PROFESSIONAL EXPERIENCE JW Marriott Hotel Cairo www.jwmarriottcairo.com Night Manager Nov-16 present Key Responsibilities Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. Develops specific goals and plans to prioritize, organize, and accomplish your work. Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals. Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. Provides services that are beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Responds to and handles guest problems and complaints. Sets a positive example for guest relations. Observes service behaviors of employees and provides feedback to individuals. Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates. Supervises same day selling procedures to maximize room revenue and control property occupancy. Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures. Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources. Assists as needed in the interviewing and hiring of employee team members with the appropriate skills. Analyzes information and evaluating results to choose the best solution and solve problems. Concorde El-Salam Hotel Cairo www.concorde-cairo.com Night Manager Oct-15 Nov-16 Key Responsibilities Meet the duty manager and takes a brief about the cases that He faced. Check the availability rooms, occupancy and average room rate to confirm the sale strategy. Handover from the front office sections and check with them the VIP arrivals, late arrivals. 1
- 2. Follow up on the daily amenities report, confirm that there is no amendment, and cancel it in case of cancellation or no show before the night run. Meet the VIP arrival and escort them to their rooms, and confirm the rooms are ready and their amenities already sent. Check the meet and assist service report to follow with the driver and our airport representatives. Revise the wakeup call requests with the wakeup call sheets and ensure that all of them are done and revise the dont disturb system and ensure that it is working normally Check the fire safety system with the fire safety team and confirm that it is working normally. Check all the hotel outlets staff and take round in the hotel areas. (First Tour) Mention every positive, negative comment and things need improved on my daily report. Handle all the guest complaints and confirm that all guests are satisfied during the check in and checkout process. Check all the hotel outlets staff and take round in the hotel areas. (Second Tour) Revise the all registration cards, room rate, rate change and cashiering with reporting the mistakes to the front office manager to arrange the staff training. Check the closures mistakes with the night auditing and the room rate which need modified and resolving it before the night run process. Prepare the daily revenue reports and send it to the executive office Hand over to the FOM and RM the cases that I faced during the night shift. Concorde El-Salam Hotel Cairo www.concorde-cairo.com Front Desk Shift Leader Apr-13 Oct-15 Key Responsibilities Supervise and oversee all the duties performed by all employees of front office. Make sure that all employees complete their essential tasks before leaving. Responsible for daily monitoring and proper training of all service levels provided through the employees. Assist with any problem in scheduled shifts on the night audit shifts. Responsible for monitoring and supervising that all employees follow proper cash handling process Maintain and monitor proper front office operational supplies. Ensure accuracy of rooming lists, groups, arrivals, amenities, etc. Concorde El-Salam Hotel Cairo www.concorde-cairo.com Front Desk Agent Jan-12 Apr-13 Key Responsibilities Handle the telephone call that transferred from the operator section. Express check in and check out. Handle the groups and crews check in and checkout process as well as their payment. Exceed expectation of the high level of service to the guest. Handle the cash process and forward any problems to the shift leader. Report the guests problems to the shift leader. EDUCATION Bachelor of tourism and hotel management, hotel management department, Helwan University with very good grade and the assessment of the graduation project was very good. (2007-2011) Awards Excellent Service Certificate at Concorde El-Salam Hotel Cairo on JUN 2013 Employee of the Month for JUL 2015 Certificate at Concorde El-Salam Hotel Cairo Courses and Training Front Office Skills Development from American Hotel & Lodging Association on OCT 2008 Hospitality Leadership Skills Development from American Hotel & Lodging Association on APR 2008 Global Anti-Corruption Training at JW Marriott Hotel Cairo on DEC-2016 Global Security Training Tier 1 & Tier 2 from Global Security University International on DEC 2016 Information Security and Privacy Training (ISPT) at JW Marriott Hotel Cairo on DEC-2016 Information Security and Privacy Training (ISPT) at JW Marriott Hotel Cairo on APR-2017 PERSONAL INFORMATION Birth Date: 20 August 1990 件 Marital Status: Married 件 Gender: Male Number of Dependents: 0 件 Nationality: Egyptian 件 Languages: English and Arabic 件Drive Licenses: Yes 件 Military Statue: Exempted 2