1. D e a r S ir s & M a d a m s ,
I have earned a bachelor’s degree in hotel management and I have experience working in
the front office of a large hotel chain where I was part of the front desk staff. I have the ability
to interview, hire and train new staff members to ensure they know how to perform their
duties correctly.
I have great leadership skills with the ability to keep the front desk running smoothly. I can
ensure that all reservations are handled professionally to help eliminate or greatly reduce
confusion and to prevent overbooking. In addition, I have the ability to supervise switchboard
operations, concierge services, Recreation, Drivers and housekeeping.
I have excellent communication skills with the ability to supervise the staff and to provide
clear, easy to understand instructions. I know what to look for when checking rooms to
ensure hotel standards are being met and that guests are receiving the best possible
service.
My excellent organizational skills make it possible to handle my duties and to attend
meetings and provide a full report of hotel operations to executives. I can also discuss any
hotel problems or concerns and I can make suggestions for improvements or ways to make
the hotel run more smoothly.
I am energetic with the ability to encourage the staff to provide outstanding customer service
and to lead by example. I always maintain a friendly, respectful attitude towards the guests
and staff even when dealing with complaints or issues that create a stressful environment.
Yours
Ayman Fawzy

2. AYMAN FAWZY MAHMOUD 2
A y m a n F a wz y M a h m o u d
12 El Gamea El Westani
Dekirness, Dakahlia, Egypt
+201018761887- +201151133388
aymanfawzy1975@hotmail.com
aymanfawzy1975@gmail.com
I can imagine the many challenges how I can benefit you from my Rooms division
experience and handling F&B and kitchen outlets using my managerial training courses
and my experience in handling out hotel from A to Z. Through my initiatives in front
office and rooms division activities and strong understanding of pertinent practices, I can
offer quality services that drive today’s businesses.
My resume has information on how I can prove to be a valuable asset to you in terms of
commitment and hard work.
P E R S O NAL I N F O RM AT I O N
Born January 8th, 1975 Dakahlia Egypt
Citizenship: Egyptian
Marital status: married, 3 kids
WO R K H I S T O RY
07.05.2015 - NOW SERENITY MAKADI BEACH & FUN CITY
Front Office Manager (as Rooms Division Manager)
 In charge of Front office operation, recreation and supporting
HK.
 Beach area serving 1300 rooms both Serenity Hotels.
 Aqua park serving the 1300 rooms 23 slide.
 Carry out the departmental training for the FO and recreation.
 Carrying out the VIP room, rooms decoration and HK on job
cleaning training.
10. 2014 – 02.2015 TOLIP RESORT & SPA TABA
Rooms Division Manager
 Hotel Pre-opening and Hotel setup including FF&E and SOE.
 Rooms data sheet
 Public area data sheet.
 Pool and beach area setup
 Laundry test and setup.
 Start proceeding the hotel policy and procedures
07. 2013 – 10. 2014 TIRANA AQUA PARK
Front Office manager (Asst. Rooms Division)
 Housekeeping under my supervision.
 Recreation in daily rounds, daily operation and both recreation
manager and Rooms Division vacation.
 The hotel renovation and improving the rooms’ condition.

3. AYMAN FAWZY MAHMOUD 3
 The beach area renovation and beach new setup.
 The pools and aqua park renovation and maintenance
 Hotel signage and directions project.
 Training the front office and housekeeping staff.
 Check the rooms’ daily vacant and occupied rooms.
 Daily round controlling the pools area, aqua park and beach.
12.2008 – 07.2013 JAZ MAKADI BAYVIEW GOLF HOTEL
Front Office manager in charge for the hotel as hotel manager.
 Controlling and monitoring all hotel aspects daily operation.
 Helping in the Makadi aqua park running operation generally and
during aqua park manager vacations
 Guarantee maximum guest satisfaction reflected on
Holidaycheck, Tripadvisor and internet hotel reviews.
 Keeping such 5 stars deluxe hotel in a very good condition.
 Having a very remarkable result in all Cristal safety and hygiene
audits monthly and yearly.
 Achieving hotel rewards as environmental activities, ISO and
Website reviews.
 Attending the GMs meeting during general manager vacations.
 Have the meeting one 2one with regional manager and DOO.
09.2007 – 12,.2008 IBEROTEL MAKADI OASIS AND OASIS FAMILY
Asst. front office manager in charge
 In charge for the Front office team including Reception guest
relation, bellmen and drivers.
 Controlling the kids club and participating in Makadi Olympic day
in General Manager Vacation.
01.2007 – 09.2007 IBEROTEL CLUB FANARA & RESIDENCE
Reservation manager and handling as Asst. front office
manager
 Covering the Front office team including Reception guest
relation, bellmen.
 Attending the tour operators meeting and help in front office daily
operation.
 Guarantee maximum occupancy and maximum revenue.
 Handling repeaters programs and issuing rate proposals and
privilege for them.
 Participating in all hotel events and activities.
04.2006 – 01,.2007 AKASSIA SWISS RESORT
Asst. front office manager
 Assisting the front office manager in the front office operation.
 Handling reservation and covering the reservation manager.
 Controlling the transportation and hotel cars.
 Participating in the Hotel Policy and procedures manual front
office and reservation.
 Assisting and covering the guest relation.

4. AYMAN FAWZY MAHMOUD 4
09.2000 – 04.2006 IBEROTEL CLUB FANARA & RESIDENCE
Supervisor front office and covering reservation manager
 In charge for the Front office team covering the front office
vacation.
 Covering the reservation during reservation manager vacations
and helping in daily reservation department operation.
12.1999 – 09.2000 BARON RESORT SHARM EL SHAIKH
Telephone operator
E D U C AT I O N
09.1994 – 05.1998 BACHLORE OF TOURISM AND HOTELS
Alexandria University1998.
Tour guiding section German English department.
L a n g u a g e s
 English: Very good
 German: Very good
 French : Good+
 Italian : Good
 Russian: Good
C o m p u t e r a n d s y s t e m s k i l l s
 Microsoft Office.
 Fidelio Operating System 6.20(28)
 Fidelio 7.13
 S u i t e 8
 O p e r a
Q U AL I F I C AT I O N S
Training
.
o Train the Trainer (CHDT)
o Time management and delegation
o Essentials of Management
o Front Office skills
o Front office Management
o F&B skills
o F&B training for management
o HACCP
o Team building.
o IDI leadership and Human Resource
o IDI Service excellence
o IDI Creativity and Marketing
o IDI Finance and Revenue Management
o ISO training as Environmental Manager
o Green star hotels training as green star manager
o The professional management training in excellent service.

5. AYMAN FAWZY MAHMOUD 5
o Tophotels guest reviews site training.
o Medical first aids
o Civil defense.
o Leadership and people models.
o Modern management trends.
o Marketing is everyone.
o Strategic management.
o Telephone manners
o How to handle the guest complains
o Communication through lines
Rewards
 Employee of the month for 3 monthes in the second working
years
 Certificate of appreciation.
 ISO, auditor.
 Green Star and environment Manager.
Openings
Many hotel pre openings, soft openings and opening as:
 Iberotel Club Fanara
 Jaz Makadi Golf(Steigenberger Makadi)
 Iberotel Saraya Palms.
 Revovation for Tirana Aqua Parak.
 Tolip Resort & Spa Taba
S k i l l s a n d m a n a g e r i a l d u t i e s :
Leading Guest Services Team
 Utilizes interpersonal and communication skills to lead, influence, and encourage
others; advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.
 Encourages and builds mutual trust, respect, and cooperation among team
members.
 Serves as a role model to demonstrate appropriate behaviors.
 Supervises and manages employees. Manages all day-to-day operations.
Understands employee positions well enough to perform duties in employees'
absence.
 Establishes and maintains open, collaborative relationships with employees and
ensures employees do the same within the team.
 Ensures recognition of employees is taking place across areas of responsibility.
 Communicates performance expectations in accordance with job descriptions for
each position and monitors progress.
 Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services and Front Desk Goals
 Achieves and exceeds goals including performance goals, budget goals, team
goals, etc.
 Manages day-to-day operations, ensuring the quality, standards and meeting the
expectations of the customers on a daily basis.
 Develops specific goals and plans to prioritize, organize, and accomplish your
work.
 Keeps Front Office team focused on the critical components of operations to drive
guest satisfaction and the desired financial results.

6. AYMAN FAWZY MAHMOUD 6
 Conducts department meetings and continually communicates a clear and
consistent message regarding the Front Office goals to produce desired results.
 Reviews staffing levels to ensure that guest service, operational needs and
financial objectives are met.
 Understands the impact of Front Office operations on the Rooms area and overall
property financial goals.
 Manages department controllable expenses to achieve or exceed budgeted goals.
Managing Projects and Policies
 Ensures compliance with all Front Office policies, standards and procedures.
 Ensures property policies are administered fairly and consistently, disciplinary
procedures and documentation are completed according to Standard and Local
Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
Ensuring Exceptional Customer Service
 Provides services that are above and beyond for customer satisfaction and
retention.
 Improves service by communicating and assisting individuals to understand guest
needs, providing guidance, feedback, and individual coaching when needed.
 Supervises and managing employees. Managing all day-to-day operations.
Understanding employee positions well enough to perform duties in employees'
absence.
 Acts as the "Service Champion" for the Front Office and creates a positive
atmosphere for guest relations.
 Displays leadership in guest hospitality, exemplifies excellent customer service,
and creates a positive atmosphere for guest relations.
 Strives to improve service performance.
 Empowers employees to provide excellent customer service.
 Ensures that all Front Office areas have an atmosphere that is conducive to the
overall guest experience.
 Reviews comment cards, guest satisfaction results and other data to identify
areas of improvement.
 Responds to and handles guest problems and complaints.
 Observes service behaviors of employees and provides feedback to individuals
and/or managers.
Managing and Conducting Human Resource Activities
 Identifies the developmental needs of others and coaching, mentoring, or
otherwise helping others to improve their knowledge or skills.
 Provides guidance and direction to subordinates, including setting performance
standards and monitoring performance.
 Establishes challenging, realistic and obtainable goals to guide operation and
performance.
 Solicits employee feedback, utilizes an "open door" policy, and reviews employee
satisfaction results to identify and address employee problems or concerns.
 Ensures
 employee progressive discipline procedures for Front Office Staff.
 Administers employees are treated fairly and equitably.
 Manages the performance appraisal process for direct report managers.
 Interviews 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.
Additional Responsibilities
 Provides information to supervisors, co-workers, and subordinates by telephone,
in written form, e-mail, or in person.
 Analysis information and evaluating results to choose the best solution and solve
problems.
 Informs and/or updates the executives, the peers and the subordinates on
relevant information in a timely manner.
 Identifies and analyses Front Office operational challenges and facilitates the
development of solutions to prevent reoccurrence.

7. AYMAN FAWZY MAHMOUD 7
 I am responsible for Executive Housekeeping and Front Office, managing the
general operation of the Front Office e.g. Reception, Reservations, Concierge,
Switchboard and Night Manager.
 My main duties are divided in spot checking of hotel rooms to ensure standards,
authorizing all leave schedules or ensuring control of expenditures as well as
budgets set.
 I have clear, concise written and verbal communication skills , as well as strong
organizational, excellent time management skills and technical skills
References
Available upon request.