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Mohamed Shousha

Operations Manager

store, RETAIL OFFICE & marketing

20092016

Operations Manager

Zen Group - Hilton Waterfalls - sharm Elshiekh
  1. Thorough working knowledge of the details of the daily operation of the assigned different spas
  2. Supervising Day-today running of the spas,
  3. Supervising the scheduling of the staff and appointment booking
  4. Ensuring the professional and neat appearance of the Spa and the staff
  5. Ensuring daily backup of the MSPA system in all centers
  6. Conducting orientation sessions for new employees
  7. Backup to other Spa Manager / Supervisor in Zen Group Spas if needed
  8. Ensuring accurate personnel files with all complete documents
  9. Reviewing unresolved troubleshooting and incident reports daily with general management
  10. Guest relations: liaison with tour operators, animation team and hotel front office. Getting feedback from spa guests and ensuring excellent professional quality service offered
  11. Getting General Management approval of the weekly and monthly supplies ordering and giving it to the Financial Officer to order. Follow-up to ensure receiving it in a timely manner
  12. Organizing marketing activities as per General Manager direction

Weekly update report to general manager regarding administrative and marketing related issues

Extras

  1. Reviewing with General Manager the monthly expenses of the different centers and company
  2. Supervising personnel filing system: (Complete employment file for each employee; attendance; tracking vacations & commissions, recommending bonuses or deductions)
  3. Centralized Inventory control, collecting all purchase order forms from all centers for the weekly and monthly supplies and ensuring they are ordered, received and distributed in a timely manner
  4. planner for targets, needs, suggests, widening, working system and new period under general manager supervising
  5. looking for establish and good relationship with hotels managements, police departments and governmental department


20062009

Spa Manager

Zen Group - Hilton Waterfalls - sharm Elshiekh
  1. Thorough working knowledge of the details of the daily operation of the spa
  2. Supervising Day-today running of the spa
  3. Supervising the scheduling of the staff and appointment booking
  4. Ensuring the professional and neat appearance of the Spa and the staff
  5. Ensuring daily backup of the MSPA system 
  6. Conducting orientation sessions for new employees
  7. Backup to other Spa Manager / Supervisor in Zen Group Spas if needed
  8. Ensuring accurate personnel files with all complete documents
  9. Reviewing unresolved troubleshooting and incident reports daily with operations manager
  10. Guest relations: liaison with tour operators, animation team and hotel front office. Getting feedback from spa guests and ensuring excellent professional quality service offered
  11. Getting operations manager approval of the weekly and monthly supplies ordering and giving it to the Financial Officer to order. Follow-up to ensure receiving it in a timely manner
  12. Organizing marketing activities as per operations manager direction
20042006

Store Manager

Metro Markets - Egypt

supervise a retail organization's staff, meet customer needs and plan and coordinate sales, merchandising, and budgeting, 

In the office, plan, monitor and maximize retail budgets and product inventory, purchasing and sales. work closely with regional managers and store owners to coordinate and determine the most cost-effective marketing and hiring strategies, and align particular franchise with a retailer's parent business philosophy. using  company software to draft proposals, recruit employees and research and track products.

On the floor, assemble the best possible sales team. They interview and selectively hire the most qualified candidates, provide time-efficient and thorough training and maintain the skills and well-being of current staff with motivational incentives and evaluations. In addition, address customer needs by immediately resolving conflict, inspiring long-term customer relationships and creatively placing and rotating merchandise in a way that best catches customers' attention.

20032004

Grocery Manager 

Metro Markets - Egypt

Coordinate all the activities in a grocery or supermarket department. having a number of responsibilities that generally involve coordinating and merchandising inventory and managing employees. merchandising and product displays for the sales presentation.leading  teams and delegate tasks to employees to set up and change visual displays on a daily basis. Building new product displays, ensuring that stock is full and properly presented, and keeping aisles and shelves organized and clean are common duties in any area. Additionally, having clearly displayed pricing labels and accurate price scans . in charge of inventory in grocery departments. This duty includes checking supply and product levels, reordering things when necessary, and taking receipt and storing items as they come in. delegating  to employees the responsibility of refilling products from storage when levels get low on the sales floor. Having fully stocked shelves and displays is part of the visual merchandising process as well. coach and manage teams in sales and service tasks. Virtually every department in a supermarket has some sort of sales and service responsibility. often hands-on in grocery areas, if need to teach other employees to perform well in these functions. Approaching customers when they enter the department, asking questions, and making product or service recommendations are sales duties. Answering questions and resolving customer complaints are common service activities. train and develop employees in all aspects of the operation, this includes tasks as varied as cleaning the store, stocking and merchandising, sales and service, cash register operation, record-keeping and department-specific tasks. 

20022003

Customer Services Manager

Metro Markets - Egypt 
  • develop and implement customer service policies and procedure
  • define and communicate customer service standards
  • review and assess customer service contracts
  • oversee the achievement and maintenance of agreed customer service levels and standards
  • direct the daily operations of the customer service team
  • plan, prioritize and delegate work tasks to ensure proper functioning of the department
  • ensure the necessary resources and tools are available for quality customer service delivery
  • review customer complaints
  • track customer complaint resolution
  • handle complex and escalated customer service issues
  • monitor accuracy of reporting and data base information
  • analyze relevant data to determine customer service outputs
  • identify and implement strategies to improve quality of service, productivity and profitability
  • liaise with company management to support and implement growth strategies
  • ensure budget requirements are met
  • evaluate and performance manage staff
  • identify and address staff training and coaching needs
20002002

Indoor Sales Man 

knily For Real Estate Investment

A representative spends most of his time on the phone performing duties such as answering customers’ questions, resolving problems, informing customers about product availability and product prices. An indoor sales person conducts outbound calls, known as cold calling, to identify prospective customers. Cold calling involves contacting people who may not know about company products to see if they are interested in purchasing the products. He may generate a list of potential customers using leads from existing customers, business directories and trade shows.

Education

19962000

Bachelor of Law

Alexandria University 

Skills

8
Languages 

Arabic , English 

8
Computer

MS Office , internet , Social Media , OS Mac

Certifications

2012

Revenue Contribution Award 

Blue Energy - Hilton
2009

Basics of Planning

Hilton Waterfalls
2009

Communication Skills

Hilton Waterfalls
2009

Handling guest complaints 

Hilton Waterfalls
2009

facing the problems

Hilton Waterfalls
2009

Time management 

Hilton Waterfalls 
2009

leader ship  and Delegation Basics 

Hilton Waterfalls
2004

HASB Training   

Metro Markets 
2003

Hygiene Training  

2002

Customer Care Training 

Metro Markets