Wael Selim

Guest Service & Experience Manager

• Job Details:Analyse service metrics and quality KPIs to drive improvement plans. Use quantitative and qualitative data analysis to derive actionable insights. Foster a professional image with meticulous personal grooming standards. Foster a culture of accountability, collaboration, and continuous improvement. Promote a guest-centric culture and lead initiatives to enhance guest satisfaction. Improve operational efficiency by streamlining guest welcoming and farewell processes. Increased overall guest experience through personalized attention to each guest's needs. Monitor and assess team performance through KPIs, coaching, and feedback mechanisms. Coordinate internal quality assessments and ensure readiness for third-party or brand audits. Collaborate with hotel managers and department heads to ensure consistent service delivery. Conduct regular audits and inspections to ensure compliance with brand and service standards. Develop and implement process optimization initiatives to improve the overall customers journey. Define and track KPIs related to customer experience, regularly reporting progress to the leadership team. Develop and implement service strategies to elevate guest experiences and optimize operational efficiency. Collaborate with cross-functional teams to identify inefficiencies and bottlenecks in guest-related processes. Assist in developing and implementing quality standards, SOPs, and service guidelines across all properties. Design and implement training programs to enhance technical skills, customer service, and operational readiness. Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service. Stay updated with industry trends, best practices, and emerging technologies in customer experience management. Present property details, pricing, and benefits to clients and agents through professional presentations and site visits. Develop and execute engagement plans to keep customers motivated and aligned with the company's sales objective. Participate in daily operations meetings to liaise and coordinate closely with support departments regarding general administration and operations issues. Liaise with reservations department in a high house situation and recommend actions to be taken, check on closed-out dates to ensure efforts are made to achieve highest occupancy with the highest yield possible.

Guest Relations Manager

• Job Details:Focusing on guest experience, feedback, and online platform rankings. Managing, recording, and promptly resolving guest and client complaints. Handled sensitive information discretely, maintaining trust among clientele. Enhanced guest satisfaction by promptly addressing their queries and concerns. Developed strong relationships with regular clients through exceptional service delivery. Achieved increased return visits with excellent customer relationship management skills. Keeping GR team updated regards any of upcoming promotions, events and productions. Provided personalized service to VIP clients, enhancing their comfort and overall experience. Attending HODs daily briefing and day close meeting to stand on the latest guest satisfaction status. Define and track KPIs related to customer experience, regularly reporting progress to the leadership team. Collaborated closely with other department managers to ensure seamless operation across different services. Checking current-day arrivals and departures, taking appropriate action in the event of fully booked situations. Present property details, pricing, and benefits to clients and agents through professional presentations and site inspection. Utilizing guest feedback, survey responses, and other relevant data to identify trends, patterns, and areas for improvement. Set-up and plan the on-board new joiners training plan, ensuring they understand company vision, pricing, and sales strategies.

Cluster Duty Manager

• Job Details:Coordinated staff schedules to maximize productivity. Ensure applicable system updates, reports generation. Schedule regular maintenance and cleaning of facilities. Address employee complaints or performance issues as needed. Delivered excellent customer service through effective communication skills. Meet regularly with upper management to stay informed on company issues. Oversaw stock checks and reordering, ensuring product availability at all times. Undertake and complete any special projects, tasks and targets request by management. Drafted detailed reports on daily operations, aiding senior management in decision-making process. Record in the duty log all/any incidents that occur in the hotel and follow up with the front office manager. Check current day arrivals and departures, taking appropriate action in the event of fully booked situations. Report any accident, incident, theft for both internal and external guests, and liaise with security & safety manager as appropriate.