Basic Info

Ahmed Mahfouz

8 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Duty manager & Front Office Trainer at Holiday inn Cairo City stars hotel - IHG Group

Experience Details

Duty manager & Front Office Trainer

Administration, Hospitality/Hotels/Food Services

Manager

- Supervises and directs FO team.
- Supports and assists Front Office staff at peak periods.
- Assists Guest Relations in greeting, escorting, rooming and sending the VIP Arrivals Report.
- Provides input for Front Office meetings.
- Ensure all sections are attending as per their schedule and on time
- Ensures all staff is aware of daily functions.
- Attend the daily briefing, and put inputs, so the staff will be aware of what happening in the hotel.
- Assists in planning for future staffing needs
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations. Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel.
- Reports directly to and communicates with the Front Office Manager on all matters affecting guest service and hotel operations.
- Cooperates, coordinates and communicates with other hotel departments as required to ensure a proper Guest Experience.
- Responds to guest needs and resolves related problems.
- Ensures VIPs and Priority Club guests receive desired recognition.
- Ensures front line staff complies with FIT marketing techniques and maximize sales..
- Attend, maintain and log all guest complaints and ensuring it ends to guest satisfaction and with all required investigations as appropriate.
- Attend the long staying party.
- Keep a reference log for all guest complaints.
- Ensure that guest requests are accommodated.
- Perform rooms’ inspection as requested by the management to ensure it’s ready for accommodating guests.


Company Details

Holiday inn Cairo City stars hotel - IHG Group (multinational)

Cairo, Egypt

501-1000 employees

Hospitality/Hotels

N/A

Dec 2014 to present (2 years)
Front Office Supervisor at Holiday inn Cairo City stars hotel - IHG Group

Experience Details

Front Office Supervisor

Tourism/Travel

Experienced (Non-Manager)

- Check personal hygiene and uniform for all front desk clerks.
- To assist the Front Office Management in the development of the reception team and actively coach on hospitality skills, guest contact and department procedures.
- Ensure that the handover procedures are followed in the transferring of all relevant information on daily basis.
- Actively develop positive and effective communication between the Front Office and Housekeeping.
- Provide the departmental training with information regarding training needed for the front desk team.
- Lead daily communication briefing.
- Responsible of updating task breakdowns / check list twice a year if needed.
- Follow IHG guidelines ensuring performance review cycle is implemented within the front desk, including mid-year review, PDP and annual reviews.
- Provide data & information needed during the team communication meetings.
- Implementing action plans within the front desk and its cascading to the team.
- In charge for Departmental orientation by the front desk for new comers, other colleagues or cross exposure.
- Folding a proper filing system for staff communication of practice.
- Keeping track of all backup reports.
- Works with Front Office Management to ensure the departmental performance of staff is productive. Duties include:
- Conduct on the job training in accordance with the departmental standards and procedures.
- Ensure new staff attend Human Resource Orientation within first month of hire
- Coach, counsel and discipline staff in breach of hotel policies and departmental procedures, providing constructive feedback to enhance performance.


Company Details

Holiday inn Cairo City stars hotel - IHG Group (multinational)

Cairo, Egypt

501-1000 employees

Travel and Tourism, Hospitality/Hotels

N/A

May 2012 to Nov 2014 (2 years 6 months)
Senior Shift Leader & Night Manager in charge at Novotel Cairo El Borg hotel- Accor Hotels Group

Experience Details

Senior Shift Leader & Night Manager in charge

Tourism/Travel

Experienced (Non-Manager)

Making the daily and monthly reports
- Supervising all works overnight shift including Front Desk, Maintenance crew, Housekeeping, Security and Food & Beverage
- Ensuring that the hotel is operated safely, at all times
- Deliver excellent customer service and maintain a high standard of customer management
- Ensuring strict security measures are in operation
- check all public areas and making rooms inspection
- To ensure that breakfast preparations are on time according to hotel policy
- To ensure that check in & out is running smoothly
- Following the daily hotel general cleaning


Company Details

Novotel Cairo El Borg hotel- Accor Hotels Group (multinational)

Cairo, Egypt

101-500 employees

Hospitality/Hotels

N/A

Jan 2011 to Apr 2012 (1 year 3 months)
Front Office Shift Leader at Novotel Cairo El Borg hotel- Accor Hotels Group

Experience Details

Front Office Shift Leader

Tourism/Travel

Experienced (Non-Manager)

- Leading the Info-Cocktail meeting for new arriving guests
- Supervising all running actions of reception containing arrival & departure, information and settling the bills
- Revising the meal plan to the concerned departments
- Creating a system for controlling (guest in house, guest folios back up reports…..)
- Recommending and release special amenities to in-hotel guests who may celebrate a special occasion, suffer illness, etc.
- Meeting guests upon arrival and escort them to their rooms
- Following with travel agents the method of payment
- -Maintain confidence for Guests’ profiles and room numbers as well as billing instructions.
- -Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state all times.
- Fully aware for the closedown procedures.
- Fully aware for the hotel evacuation plans, in case of fire or bomb threat.
- Ensure active participation from the front desk team in all community and environmental support activities whether organized by the hotel or department.


Company Details

Novotel Cairo El Borg hotel- Accor Hotels Group (multinational)

Cairo, Egypt

N/A

Hospitality/Hotels

N/A

Nov 2009 to Dec 2010 (1 year 1 month)
Receptionist at Novotel Cairo El Borg hotel- Accor Hotels group

Experience Details

Receptionist

Tourism/Travel

Entry Level

- Advises all guests of their room numbers and rate confidentially on welcome booklets.
- Maintains control of issuing the guest room keys, according to the security measurements required.
- Maintains intimate knowledge of departmental standards and procedures.
- Maintain confidence for Guests’ profiles and room numbers as well as billing instructions.
- Handle the Guest with special needs report on the every shift to be signed by all concerned departments.
- Maintain confidence for Guests’ profiles and room numbers as well as billing instructions.
- Actively participate in all FO Responsible Business Activities.
- Perform the duty as a guest marshal during evacuation process.
- Reports irregular things happening at the lobby to the Assistant Manager.
- Perform all tasks mentioned in the Front Desk Task Breakdown as per standards at all the times
- Operating check in-out
- Assist in delivering special amenities, welcome letters, etc., to guest rooms


Company Details

Novotel Cairo El Borg hotel- Accor Hotels group (multinational)

Cairo, Egypt

101-500 employees

Hospitality/Hotels

N/A

Sep 2008 to Oct 2009 (1 year 1 month)
Customer Service Agent at Etisalat Company, Egypt

Experience Details

Customer Service Agent

Customer Service/Support

Entry Level

- Attracts potential customers by answering product and service questions
- Suggesting information about other products and services
- Opens customer accounts by recording account information
- Maintains customer records by updating account information.
- Resolves product or service problems by clarifying the customer's complaint determining the cause of the problem and Expediting correction or adjustment
- Selecting and explaining the best solution to solve the problems.


Company Details

Etisalat Company, Egypt (multinational)

Cairo, Egypt

N/A

Consumer Services

N/A

May 2008 to Aug 2008 (3 months)
Receptionist “Summer Trainee” at Sharm Club Resort

Experience Details

Receptionist “Summer Trainee”

Tourism/Travel

Student

Welcoming the guests and giving clear information about the hotel and the different outlets
- Making orientation for the new travel agents


Company Details

Sharm Club Resort

Sharm el-Sheikh, Egypt

101-500 employees

Hospitality/Hotels

N/A

May 2006 to Aug 2006 (3 months)
Receptionist “Summer Trainee at Sharm Club Resort

Experience Details

Receptionist “Summer Trainee

Tourism/Travel

Student

Welcoming the guests and giving clear information about the hotel and the different outlets
- Making orientation for the new travel agents


Company Details

Sharm Club Resort

Sharm el-Sheikh, Egypt

101-500 employees

Hospitality/Hotels

N/A

May 2005 to Aug 2005 (3 months)

Education

Bachelor of Faculty of Tourism & Hotels in Guidance Department.

Education Details

Bachelor of Faculty of Tourism & Hotels

Guidance Department.

Helwan University, Egypt

B / Very Good / 75 - 85%

N/A

N/A

Helwan University
2004 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Kobba Secondary Military School, Cairo

Egypt

2004

A / Excellent / 85 -100%

N/A

Kobba Secondary Military School, Cairo
2004

Training and Courses

Training/Course Details

CTC " Craft training Certificate "

Oct 2014

IHG hotels Group

N/A

Training/Course Details

Human Development Training

Feb 2006

Resala charity organization

N/A

Training/Course Details

ICDEL Training certificate

Aug 2005

IBM Institute

N/A

Training/Course Details

Firefighting Training

Jun 2011

Ministry of Interior

N/A

Training/Course Details

First aid Certificate

Apr 2015

Egyptian Red Crescent

N/A

Training/Course Details

Management trainings

Oct 2014

IHG hotels Group

N/A

Training/Course Details

Leadership fundamental Training "ALDP"

Jul 2013

IHG hotels Group

N/A

This profile is fresh!
Last update 19 days ago.

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Profile Skills and Keywords

1-Hospitality IndustryAdministrationArabicCTC " Craft Training Certificate "Consumer ServicesCustomer ServiceCustomer Service AgentDuty Manager & Front Office TrainerEnglishEtisalat Company, EgyptFirefighting TrainingFirst Aid CertificateFood ServicesFront Office Shift LeaderFront Office SupervisorGuidance Department.Hard WorkerHoliday Inn Cairo City Stars Hotel - IHG GroupHospitalityHotelsHuman Development TrainingICDEL Training CertificateLeaderLeadership Fundamental Training "ALDP"Management TrainingsNovotel Cairo El Borg Hotel- Accor Hotels GroupOpera SystemProblem SolverQMS SystemReceptionistReceptionist Summer TraineeReceptionist Summer TraineeSenior Shift Leader & Night Manager In ChargeSocialSupportSupportiveTourismTravelTravel And TourismWindows XP - 7: Microsoft Office Word, Power Point & Excel

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Fluent

Tools and Technologies

QMS System

QMS System

: Advanced

: High

:

3-5 years

Windows XP - 7: Microsoft Office word, Power Point & Excel

Windows XP - 7: Microsoft Office word, Power Point & Excel

: Advanced

: High

:

5-7 years

Opera System

Opera System

: Advanced

: High

:

More than 7 years

Fields of Expertise

1-Hospitality Industry

1-Hospitality Industry

: Intermediate

: High

:

3-5 years

Key Skills

Leader, Hard worker, Problem Solver, Social, Supportive

Online Presence

ahmed87_mahfouz@hotmai.comzaza87_taza99@hotmail.comahmed87_mahfouz@hotmail.com

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