Basic Info

Hazem Abdo

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Guest service center agent at Intercontinental Doha

Experience Details

Guest service center agent

Tourism/Travel

Experienced (Non-Manager)

1-Welcome and greet all arriving guests with a warm smile. Offer my assistance whether on the phone or face to face.
2- Assign rooms, issue keys, and collect guest payment and billing information.
3- Answer guest requests for assistance and coordinate with housekeeping, bell service, staff and management to fulfill guest’s requests.
4-Handle all inbound and outbound calls to and from the hotel.
5-Take room service, maintenance, housekeeping and all other service requests from the guest.
6-Manage the business center facility.
7-Preform other daily duties and handle management requests.


Company Details

Intercontinental Doha (multinational)

Doha, Qatar

More than 1000 employees

Hospitality/Hotels

https://www.ihg.com/intercontinental/hotels/us/en/reservation#scmisc=header_6c

Oct 2016 to Jun 2017 (8 months)
Receptionist at Hilton Hurghada Long Beach Resort

Experience Details

Receptionist

Hospitality/Hotels/Food Services

Experienced (Non-Manager)

 Welcomed and greeted visitors and guests, in person and on the telephone. Provided 5-star customer service to all inhouse guests and ensured guest’s satisfaction was a 100%
 Registered guests and assigned rooms. Accommodated special requests whenever possible. Answered guest’s questions, inqueries and complaints in courtsy and professional attitude.
 Assisted in preregistration and blocking of rooms for reservations. Understood the proper credit, check- cashing, and cash handling policies and procedures and understood the room status and room status tracking.
 Maintained Knowledge of room locations, types of rooms available, and room rates. Presented options and alternatives to guests and offered my assistance in making choices.
 Used suggestive selling techniques to sell rooms and to promote other services of the hotel.
 Coordinated room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early check-ins, special requests, and day use rooms.
 Great knowledge of the reservations department. Took same day reservations and future reservations when necessary and understanding of cancellation procedures.
 Maintained guest room key storage, and maintained and supervised access to safe deposit boxes.
 Processed guest check-outs. Performing cashier related functions like posting charges to guest accounts, raising paid out's, currency exchange.
 Followed procedures for issuing and closing safe deposit boxes used by guests.
 Worked closely and used proper telephone etiquette with the housekeeping department in keeping room status reports up to date and coordinates requests for maintenance and repair work.
 Uses proper mail, package, and message handling procedures. Courier Mail Register.
 Read and initials the pass-on log and bulletin board daily. I was aware of daily activities and meetings taking place in the hotel.
 Attended department meetings.
 Reported any unusual occurred or requests to the manager or assistant manager.
 Knew all safety and emergency procedures and accident prevention policies.
 Maintained the cleanliness and neatness of the front desk area.
 Understood that business demands sometimes make it necessary to move employees from their accustomed shift to other shifts
 Communicated with the guest relation manager about special events for guests such as (VIP- FAM-Anniversary- Birthdays)


Company Details

Hilton Hurghada Long Beach Resort (multinational)

Red Sea, Egypt

N/A

Hospitality/Hotels

N/A

Sep 2014 to Oct 2016 (2 years 1 month)
Operator at Sonesta hotel tower and casino

Experience Details

Operator

Hospitality/Hotels/Food Services

Experienced (Non-Manager)

1- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
2-Observe signal lights on switchboards, and dial or press buttons to make connections.
3- Operate telephone switchboards and systems to advance and complete connections, including those for local, long distance, pay telephone, mobile, person-to-person, and emergency calls.
4-Suggest and check alternate spellings, locations, and/or listing formats to customers lacking details or complete information.
5-Provide assistance for customers with special billing requests.
6-Calculate and quote charges for services such as long-distance connections.
7-Monitor automated systems for placing collect calls and intervenes for a callers needing assistance.
8-Perform clerical duties such as typing, proofreading, and sorting mail.
9-Consult charts to determine charges for pay-telephone calls, requesting coin deposits for calls as necessary.
10-Interrupt busy lines if an emergency warrants.
11-Provide relay service for hearing-impaired users.
12- Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
13-Promote company products, services, and savings plans when appropriate.
14-Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls.
15- Update directory information.
16-Keep records of calls placed and received, and of related toll charges.


Company Details

Sonesta hotel tower and casino (multinational)

Cairo, Egypt

N/A

Hospitality/Hotels

N/A

Sep 2012 to Aug 2014 (1 year 11 months)
Receptionist at Mercure Bay View hotel

Experience Details

Receptionist

Hospitality/Hotels/Food Services

Experienced (Non-Manager)

 Welcomed visitors and greeted them, in person and on the telephone; answered questions, requests and handled complaints.
 Maintains security by following procedures; monitoring logbook; issuing visitor badges. Maintains telecommunication system by following manufacturer's instructions for house phone and console operation and Filed room keys. Ensured the efficient registration, rooming, checking in/out of hotel guest and delegating tasks required to fulfill the efficient running of the front desk.
 Exceeded the annual sales target for rooms upgrades. Reported to the front office manager.
 Reviewed travel agent contracts with the hotel, handled cashier, billing, city ledger, reservations, guest relations and guest complaints.
 Delegated tasks per the shift check list. Registered and made rooms blocking to all arrivals according to the reservation procedures.
 On check in, I ensured that the guests fill the registration card completely and legibly and that the guest is assigned a room of the type and at the rate requested.
 Input all guests arrivals information into the hotel system immediately.
 Communicated with the guest relation manager any special events for the guests such as ( VIP- FAM-Anniversary- Birthdays, etc )


Company Details

Mercure Bay View hotel (multinational)

South Sinai, Egypt

501-1000 employees

Hospitality/Hotels

N/A

Jul 2010 to Aug 2012 (2 years 1 month)
SALES REPRESENTATIVE at ORIFLAME COSMETICS COMPANY

Experience Details

SALES REPRESENTATIVE

Sales/Retail

Experienced (Non-Manager)

•Services existing accounts, obtains orders, and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets and other trade factors.
•Adjusts content of sales presentations by studying the type of sales outlet or trade factor.
•Focuses sales efforts by studying existing and potential volume of dealers.
•Submits orders by referring to price lists and product literature.
•Keeps management informed by submitting activity and results reports, such as daily call reports, weekly work plans, and monthly and annual territory analyses.
•Monitors competition by gathering current marketplace information on pricing, products, new products, delivery schedules, merchandising techniques, etc.
•Recommends changes in products, service, and policy by evaluating results and competitive developments


Company Details

ORIFLAME COSMETICS COMPANY

Cairo, Egypt

501-1000 employees

Cosmetics

N/A

Jul 2008 to Feb 2010 (1 year 7 months)

Achievements



Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
Directs visitors by maintaining employee and department directories; giving instructions.
Maintains security by following procedures; monitoring logbook; issuing visitor badges.
Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.
Maintains safe and clean reception area by complying with procedures, rules, and regulations.
Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
Contributes to team effort by accomplishing related results as needed.





Answers incoming calls.

Dir



Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
Directs visitors by maintaining employee and department directories; giving instructions.
Maintains security by following procedures; monitoring logbook; issuing visitor badges.
Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.
Maintains safe and clean reception area by complying with procedures, rules, and regulations.
Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
Contributes to team effort by accomplishing related results as needed.

Receptionist Skills and Qualifications:
Telephone Skills, Verbal Communication, Microsoft Office Skills, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure, Phone Skills, Supply Management


Education

Tour Guide in Tourism Guide

Education Details

Tour Guide

Tourism Guide

FUTURE ACADEMY, Egypt

B / Very Good / 75 - 85%

N/A

N/A

FUTURE ACADEMY
2006 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Al Mataria Military

Egypt

2006

C / Good / 65 - 75%

N/A

Al Mataria Military
2006

Certifications

Certificate details

Hospitality Courses

Sep 2014

100 out of 100

N/A

N/A

Hilton Hurghada long beach Resort

N/A

Certificate details

AMADEUS DIPLOMA SYSTEM

Jun 2016

87 out of 100

N/A

N/A

Egyptair Training Center

CONSISTS OF:
1- TICKETS AND BASIC PRICES: A+ (EXCELLENT )
2- AMADEUS SYSTEM : ( B+)
3 -EMAIL & OUTLOOK: A+ ( 98 % )
4- INTERVIEW SKILLS : A+
5-CUSTOMER SERVICES : A+ ( 99 % )

Certificate details

IHG Hospitality online courses

Oct 2016

90 out of 100

N/A

N/A

IHG Academy

N/A

Certificate details

IHG online Courses

Oct 2016

90 out of 100

N/A

N/A

IHG Academy

N/A

Training and Courses

Training/Course Details

Hotel Management

Jul 2013

Sonesta hotel Tower and Casino

N/A

Training/Course Details

Training Front Office

Feb 2014

Sonesta hotel Tower and Casino Cairo

N/A

Training/Course Details

ONLINE HOSPITALITY TRAINING & CERTIFICATION

Oct 2014

HILTON WORLDWIDE UNIVERSITY

ONLINE HOSPITALITY TRAINING & CERTIFICATION

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Profile Skills and Keywords

AMADEUS DIPLOMA SYSTEMAndriod SmartphoneArabicBusiness DevelopmentCall CenterChatingCoffeeCommunicatorComputerCosmeticsCreativeCreativityCustomer ServiceDahabDon't Be SadEnglishFacebookFood ServicesFrenchFront OfficeGuest Service Center AgentHandles StressHard WorkerHilton Hurghada Long Beach ResortHonestHospitalityHospitality CoursesHotel ManagementHotelsIHG Hospitality Online CoursesIHG Online CoursesIntercontinental DohaInternetListen To MusicMake A New FriendsMercure Bay View DahabMercure Bay View HotelMicrosoft ExcelMicrosoft OfficeMicrosoft WordNature PlacesONLINE HOSPITALITY TRAINING & CERTIFICATIONOperatorPizzaPlay FootballPoetryProblem SolverReadingReceptionistRetailRussianSALES REPRESENTATIVESalesSharm Al-SheikSimplicitySitting On The SeaSonesta Hotel Tower & Casino CairoSonesta Hotel Tower And CasinoTourismTourism GuideTraining Front OfficeTravelVodafoneWinter

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Russian

Russian

: Beginner

: Beginner

: Beginner

: Intermediate

French

French

: Intermediate

: Intermediate

: Beginner

: Beginner

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

More than 7 years

Call Center

Call Center

: Expert

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

3-5 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

3-5 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

3-5 years

Customer Service

Customer Service

: Advanced

: High

:

1-3 years

Computer

Computer

: Advanced

: Extreme - I love it!

:

More than 7 years

Fields of Expertise

Sonesta Hotel Tower & Casino Cairo

Sonesta Hotel Tower & Casino Cairo

: Expert

: High

:

1-3 years

Hospitality

Hospitality

: Advanced

: Extreme - I love it!

:

5-7 years

Front Office

Front Office

: Advanced

: Extreme - I love it!

:

1-3 years

Sharm al-Sheik

Sharm al-Sheik

: Advanced

: Extreme - I love it!

:

Less than 1 year

Dahab

Dahab

: Advanced

: High

:

Less than 1 year

Mercure Bay View Dahab

Mercure Bay View Dahab

: Advanced

: High

:

Less than 1 year

Key Skills

Communicator, Hard worker, Creative, Problem Solver, Handles Stress

Online Presence

https://www.linkedin.com/pub/hazem-elsayed/88/330/671https://www.facebook.com/Hazem.Adly.Elsayed

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