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Work History

Guest Service Agent

Reef Oasis Blue Bay, Sharm El Sheikh, Egypt

Front desk Agent & Reservation 

Front Desk Agent

Ghazala Beach Resort, Red Sea Hotels , Sharm El Sheikh, Egypt


Excursion guide

Travco Group, Sharm El Sheikh, Egypt

Excursion guide

Telephone Operator

Intercontinental Sharm El Sheikh, South Sinai, Egypt

Telephone operator And GSA " Before Graduation"


BA Faculty of Education, English Section

Al Azhar University

Grade very good with Honor degree 


Arabic: Mother tongue

English: Very good

Russian: Good

Italian: Fair Hotel Business “Courses On progress”.

German: Fair Business “Courses On progress”.



Negotiation skills, Sales & Marketing, Good Trainer, Focusing on Targets, Working under stress, Team Building, Leading, Creative "thinking out of the box", eager to learn new systems and enhancing the career.  

System Skills

Good user for All Microsoft Package "Word, Excel.....etc"

Hotels System "OnQ system Hilton system worldwide, Opera system last two versions, Fidelio , suite 8  hotel system, Comsys, Manual System " Contingency plans".

 Air Lines Ticketing System " Amadeus" 

Good User for all search engine.

Good user for all hotel social media advertising and rating  


Firs Aid, Fire fighting system, Hospitality certificates, All Courses related to IHG/Hilton/Marriott worldwide.  


  • Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
  • Encourage and build mutual trust, respect, and cooperation among team members.
  • Serve as a role model to demonstrate appropriate behaviors.
  • Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees' absence.
  • Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team.
  • Ensure recognition of employees is taking place across areas of responsibility.
  • Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
  • Celebrate successes and publicly recognize the contributions of team members.
  • Achieve and exceed goals including performance goals, budget goals, team goals, etc.
  • Manage day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develop specific goals and plan to prioritize, organize, and accomplish work.
  • Keep Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conduct department meetings and continually communicate a clear and consistent message regarding the Front Office goals to produce desired results.
  • Review staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understand the impact of Front Office operations on the Rooms area and overall property financial goals.
  • Manage department controllable expenses to achieve or exceed budgeted goals.
  • Ensure compliance with all Front Office policies, standards and procedures.
  • Ensure property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures.
  • Provide services that are above and beyond for customer satisfaction and retention.
  • Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Act as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.
  • Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
  • Empower employees to provide excellent customer service.
  • Ensure that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
  • Review comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Respond to and handles guest problems and complaints.
  • Observe service behaviors of employees and provides feedback to individuals and/or managers.
  • Establish challenging, realistic and obtainable goals to guide operation and performance.
  • Solicit employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Ensure employees are treated fairly and equitably.
  • Manage employee progressive discipline procedures for Front Office Staff.
  • Administer the performance appraisal process for direct report managers.
  • Interview and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
  • Provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyze information and evaluating results to choose the best solution and solve problems.
  • Inform and/or update the executives, the peers and the subordinates on relevant information in a timely manner.
  • Identify and analyze Front Office operational challenges and facilitates the development of solutions to prevent re occurrence.

  As a team member at your organization, I would bring a focus on quality and ease of use to your system development. Furthermore, I work well with others, and I am experienced in planning for future staffing needs, recruitment, orientation and training of new team members.

  * I hope that my personal resume matches your requirements; all references should be available upon request

Sincerely Yours,

Mohamed Reda Mahfouz




  • Yasser Kamel. Director of operation Hilton Taba +201005414166.
  • Sameh Nadem. Area director of training Marriott international former Hotel Manager The Ritz-Carlton Sharm El Sheikh. +201223981082.
  • Amgad Gozman. Former front office manager The Ritz-Carlton Now FOM Wordolf austoria UAE +971503737221.
  • Ayman Fawzy Serinety Makady Rooms Division former Tolip Taba Director of rooms +201018761887/+201151133388.
  • Mohamed Ammar. Director of rooms Club Med El Gouna former rooms division Intercontinental Taba Heights +201001243469.
  • George Aziz Director of Human resources Renaissance Mirage City former Director of HR The Ritz-Carlton Sharm El Sheikh. +201204409091/+201000022290.
  • Mahmoud Salah former Director of HR IHG Taba +201003003686.
  • Emad Sharaf Director of HR Tolip Group former HR Director IHG +201065515209. .
  • Martin Benker former GM IHG Taba +4917681064445. Now Cluster GM Dorint Hotels Germany.
  • Ashraf El Nakesh Director of revenue Hilton Marsa Alam +201060671760.
  • Ashraf Seleem Area Director "IT" Lamar Resort Abu Soma +201028895887.