CV-Houcine-English
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This CV is for Lahoucine Erraji, a Moroccan national born in 1988. He has a bachelor's degree in hospitality operations management and technical degree in hotel reception. His work experience includes positions as front office manager at hotels in Marrakech and Tangier from 2016-2015. He was also assistant guest relations manager at a hotel in Santa Monica, USA from 2014-2015 and has held other receptionist and front desk roles since 2009. He is fluent in Berber, Arabic, French and proficient in English.
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CV-Houcine-English
- 1. CV Name: Lahoucine Erraji Marital Status: Single Date of birth: 09/20/1988 Nationality: Moroccan Address: Morocco Phone number: +212 620 078286 E-mail: h.erraji@hotmail.com EDUCATION: September 2010-2013 : Bachelor degree in Hospitality Operations Management The higher international institute of tourism– Tangier Morocco September 2007- June 2009: Technical degree in Hotel Reception The Specialized Institute of Hospitality and Catering– Agadir Morocco (ISHR) June 2007: High school degree in experimental sciences Aljoulane High School– Agadir Morocco WORK AND PROFESSIONAL EXPERIENCES : June2016– September2016: Front Office Manager –Relais & Châteaux La Villa Des Orangers- Marrakech.  Develop the SOP implement new procedures.  Ensure the front office team provides a professional and friendly service for guests.  Manage the hotel e-reputation.  Act as liaison between General Manager and staff.  Deal with guests special requests and any other issues that may arise  Supervise and control reservation team work.  Manage room inventory and rates through the channel manager (Synxis and Site Minder).  Manage the City Ledgers and follow up with Travel Agencies. September 2015– April 2016: Front Office Manager – Royal Tulip City Center Tangier – Morocco  Supervise the Front desk team and ensure all the operations are promptly and courteously executed.  Co-ordinate with all departments concerned in order to maintain Front Office functions properly  Coordinate with the F&B department to place the appropriate amenities in the rooms  Approves the working schedule for the front office and concierge teams  Ensure that accommodation for arriving VIP’s and those staying is prepared to the agreed standard.  Train, develop and evaluate the FO employees  Review and analyze the guests’ feedback in order to improve the hotel e-reputation.  Create and develop operating procedures  Handle guest complaints and find immediate solutions  Assume responsibility for the running of the Hotel in the absence of senior management PERSONAL DETAILS:
- 2. July 2014– July 2015: Assistant Guest Relations Manager – Viceroy Santa Monica – USA  Assign rooms according to guest requirements and special requests based on pre-arrival emails  Coordinate with the F&B department to place the appropriate amenities in the rooms  Welcome and escort VIP and special guests.  Supervise the Front desk team and ensure all the operations are promptly and courteously executed.  Help with training of new front desk employees  Handle guest complaints with immediate action and follow up to ensure complete service recovery  Analyze customer feedback and take corrective actions  Act as manager on duty in the absence of the Front Office Manager  Make sure all the public areas are clean and safe  Perform the night audit and prepare financial reports June 2013–June 2014: Front Desk Agent – Sofitel Casablanca – Morocco  Process guest check-in and check-out  Perform cashier related functions (posting charges, paid outs, currency exchange, etc.)  Meet daily goals such as room up-sells and turning moments into memories  Coordinate room status updates with the housekeeping department  Assist with guest concerns and report complex cases to the MOD  Built guest profiles based on the interactions and feedback  Promote and enroll guests to the loyalty program (Le Club)  Prepare loyalty program and guest satisfaction survey reports June 2011–September 2011: Summer training – Paul Bocuse Institute Lyon – France  Restaurant  Housekeeping  Front office  Purchasing department  Kitchen August 2009 – August 2010: Receptionist – Les Omayades Hotel-Club Agadir – Morocco  Process groups arrivals and departures  Perform cashier operations especially currency exchange  Handle guest complaints and find solutions  Help guests on planning city tours and excursions  Inform and assist guests with restaurant and other activities reservation LANGUAGES: Fluent in Berber, Arabic and French and good level in English (12 months in USA) COMPUTING: The ability to use Word, Excel, PowerPoint, Internet Very good knowledge of hotel software: Opera, HotelEasy, Fidelio, Hotsos and GoConcierge The ability to use the channel managers Synxis and SiteMinder, and major OTAs extranets.