Mohamed Refaie

Mohamed Refaie

Work History

Work History

Telephone Operator & Guest Service Agent

InterContinental Port Ghalib in Marsa Alam
Working in" Resort as:-“ a telephone Operator & Guest Service agent(Instant Service Dep.)“ From Job Description & Tasks: Sending & receiving faxes. Answering the phone gently according to the hotel standard. Supplying the guests with all their needs with accurate harmony with other departments. Sending the daily instant service report. Sending the monthly defects report. Sending the outgoing calls reports to maintain the financial returns. Answer all incoming calls and handle caller's inquiries whenever possible. Re-direct calls as appropriate and take adequate messages when required. Greet, assist and/or direct students, visitors and the general public.

Receptionist

Intercontinental
Working in“ Hotels“ Crown Plaza” as a Receptionist from ” Job Description & Tasks: Check on daily basis the arrival list and the departure and making the allocations according to guest preferences. Handle any guest complaint with smart way and making sure that the guest is fully satisfied Check and revise all guest's bills and following with the other departments the necessary documentations to make the billing instructions Clair and easy. Handling any telephone calls during the shift and follow up the guest requests. Having very good experience in groups check in and checkout. Lead and guide my colleagues during the shift and explain to them when it is necessary to avoid any mistakes. Reporting to FOM or my DM by the end of the shift or during the shift and make full hand over for and from the next and previous shift. Direct the First Nations Members and the general public to the appropriate staff member. Pick up and deliver the mail. Open and date stamp all general correspondence. Maintain the general filing system and file all correspondence. Assist in the planning and preparation of meetings, conferences and conference telephone calls. Handle day-to-day operation of hospitality to ensure high standard of service and guest care at all times as directed by Assistant Manger. Help Guest Services Executives with the lounges' duties. Allocate rooms/suites for all arrivals. Ensure smooth check-in of all arriving guests. Ensure that all arriving guests are escorted to their respective room or suite. Handle any guests' complaints according to Hotel complaint handling standards. Assist Guest Services Executive with any group arrivals and departures Host and supervise the daily F&B operations within the allocated lounge. Ensure check-lists are carried out as required. Ensure performance of colleagues is managed as per company guidelines. Promote teamwork and co-operation on a continuous basis Maintain open line of communication and co-ordination with related departments to ensure guests' requests and complaints are handled effectively and efficiently. Identify and anticipate guests' needs and requirements and to be a continual source of information, help and assistance. Adhere to Hotel's health and safety policies, in particular the Hotel Food Hygiene standards. Attend and conduct briefings

O Shift Leader Since 01-10-2011 20_ 06

Mövenpick Hotel Jeddah“ in Saudi Arabia”
Promoted to be F. O Shift Leader Since 20_ 06_ 2012 Promoted to be Department Trainer from crownplaza

Receptionist

Mövenpick Hotel Jeddah“ in Saudi Arabia”
Working in“ as:- a Receptionist from.

O Supervisor From

Novotel
Working in“ Novotel Al Dana Resort in Bahrain as:-F. O Supervisor from ". 1259848_ 20110125132450

O Night Manager From

Mövenpick Hotel Resort Al
Working in“ Baidaa as:-F. O Night Manager from ". Replacing the duty manager for more than 6 months, Also replacing the FOM and AFOM in their day off. Duties & Responsibilities: Ensure that the Front Office Staff are on duty, as well as the rest of the Department is running the smooth operation. Review the Rooms Availability and to be familiar with the Expected VIP Arrivals or any other Likely Irregular situation to occur. Ensure that the Lighting levels through the Hotel are appropriate in view of Power conservation and Management Policy. Ensure the Security Staff are on duty as scheduled. Ensure that all access to the Hotel Are secured as required in the Hotel Policy. Make Regular Random Patrols through the Hotel including Guest Corridors and back of the House, and Hotel Outlets to insure the Good Security and orderliness. Completely Involved in any problem occur During the Night Hours, or any Guest Complaint, and to report the Problems and action done to the Front Office Manager to be discussed next Morning. Make spot Check on Night Cleaning Staff to ensure their Productivity, and to check the Standard Required. Make Frequent Visits to the Restaurants and Bars to ensure service levels and those problems are dealt with promptly. Ensure that all Hotel Stores are locked. Checking all the FO transactions during the whole day and make sure that all of them are correct. Ensure the Night Staff services are Done efficiently, and up to the Standard of the Hotel Policy. Keep Close to the Front Desk for giving any needed advice and supervision during the Night Hours. Supervise and Follow up the Night Run and make sure of the accurate bucket Check of all the In House Rooms. Ensure that the Wake up Calls done efficiently, and as per the Required Standard. Be aware of the early arrivals and departures, especially for Groups, and to supervise the Front Desk and Bell Staff preparation, Luggage Down, Air Port Pick Up, Breakfast Box, and Wake up Calls…. etc. With the Engineering on Duty, check Hotel Refrigerators, Boiler room and Power station. Inspect staff cafeteria cleanliness and that Night Meal is served during

Education

Education

D.E.P

Zagazig