My resume

1. Romany Zareef Fawzy
Giza, Egypt.
Mobile no. (+20) 1142555345 / (+20) 1008704323
Business no. (+20) 25778899
Direct Office no. (+20) 25780472
Personal E-mail: r_zareef@yahoo.com
O B J E C T I V E S
A highly self-motivated caliber always seeking for new challenges where I can best
utilize my intellectual and interpersonal to add a significant value to each organization
I join.
E D U C A T I O N
Faculty of Tourism & Hotels, Helwan University
B.Sc. Degree at 2001 in Hotel Management with final grade Good.
T R A I N I N G
C O U R S E S &
A W A R D S
A C H I E V M E N T
 Instant Service Concept ,Goals & Benefits - Intercontinental Abu Soma 2004
 Telephone Manners & Techniques - Intercontinental Abu Soma 2004
 Guest Courtesy - Intercontinental Abu Soma 2004
 Service & Product Life Cycle - Intercontinental Abu Soma 2004
 Task Break Down For All Front Office Sections - Intercontinental Abu Soma 2004
 Grooming & Hygiene - Intercontinental Abu Soma 2004
 Suggestive Selling - Intercontinental Abu Soma 2004
 English Language Conversation Course - Defense Language Institute 2008
 Service Excellence Workshop - JW Marriott 2006
 Problem Experience & Free Stay Workshop - JW Marriott 2007
 Empowerment Techniques Workshop - JW Marriott 2007
 Body Language Work Shop - JW Marriott 2007
 Passport To Success Level II - JW Marriott 2008
 Cross Training in all Front Office Operations for 4 months - JW Marriott 2009
 Communication in All Directions - JW Marriott 2010
 Essential Skills for Supervisors & Managers - JW Marriott 2011
 Passport To Success Level III - Renaissance Cairo 2013
 Crisis Management training - Renaissance Cairo 2013
 R Image - Renaissance Cairo 2013
 Ready, Set, Go (WOW & Resolve) Workshop - Renaissance Cairo 2013
 Yes is the Answer, What is the Question Workshop - Renaissance Cairo 2013
 TOPPS (Training On Property Programs) Workshop - Renaissance Cairo 2014
 Ready, Set, Experience (Living the Brand & Making Memories) Workshop -
Renaissance Cairo 2014
 Ready, Set, Inspire Workshop - Renaissance Cairo 2014
 Interviewer Certificate - Nile Ritz-Carlton 2016
 Three Steps Of Service - Nile Ritz-Carlton 2016

2. Romany Zareef Fawzy
Page 2
P E R S O N A L
D A T A
Date of Birth: 6th May, 1978
Place Of Birth: Tahta, Sohag
Nationality: Egyptian
Marital Status: Married & have 1 Child
Military Service: Completed
W O R K
E X P E R I E N C E
CALL CENTER SUPERVISOR - In Charge | The Nile Ritz-Carlton Hotel,
Cairo
November 2015 – till now
331 Rooms (including 2 Royal Suites, 4 Presidential Suites, 18 Ritz-Carlton Suites, 14
Executive Suites, 12 Junior Suites, 126 Deluxe City View Rooms, & 155 Deluxe Nile
View Rooms), 4 Different Restaurants, 3 Bars, Sweet Boutique, 2 Lounges, Outdoor
Swimming Pool, Executive Business Center, Spa with Health Club including Sauna &
Jacuzzi, & 14 meeting rooms situated in 2 floors with 10,560 sq. feet. of total meeting
space with highest maximum capacity is Al-Qahira Ballroom with a capacity of 1500
persons.
Job Summary:
Coordinate, direct, and ensure telephone, fax, and modem lines are installed,
maintained, and dismantled correctly. Process guest check-ins, Check-outs, room
assignments, reservations, and cancellations. Block rooms; activate keys. Set up guest
accounts; verify/adjust billing; secure payment. Operate telephone switchboard
station; assist with all calls/requests; relay messages. Test communications equipment.
Create, review, maintain, print, and compile logs/documentation/reports. Assist in
obtaining guest/VIP information. Open doors and assist guests/visitors. Coordinate
calls/E-mails/deliveries to meet guests’ needs. Open and close Business Center.
Dispatch bell/valet staff. Process accounts payable. Review departmental productivity
reports, payroll forecasts, and revenue postings. Monitor and maintain inventory of
equipment/supplies. Notify Loss Prevention/Security of theft/unwelcome persons. Assist
management in hiring, training, scheduling, evaluating, counseling, disciplining,
motivating and coaching employees; serve as a role model and first point of contact of
the Guarantee of Fair Treatment/Open Door Policy process. Follow company policies
and procedures; report accidents, injuries, and unsafe work conditions to manager;
ensure appearance is clean and professional; maintain confidentiality of proprietary
information; protect company assets. Welcome and acknowledge guests; anticipate
and address guests’ service needs; assist individuals with disabilities; thank guests with
genuine appreciation. Speak using clear and professional language; prepare/review
written documents accurately and completely; answer telephones using appropriate
etiquette. Develop and maintain positive working relationships; support team to reach
common goals; listen and respond appropriately to concerns. Ensure adherence to
quality standards. Visually inspect tools, equipment, or machines. Enter and locate
information using computers/ POS systems. Perform other reasonable job duties as
requested by the Front Office Manager or the Executive Assistant Manager for Rooms.
CORE WORK ACTIVITIES
Safety and Security
 Report work related accidents, or other injuries immediately upon occurrence to
manager/supervisor.
 Follow property specific procedures for handling emergency situations (e.g.,
evacuations, medical emergencies, natural disasters).
 Identify and correct unsafe work procedures or conditions and/or report them to

3. Romany Zareef Fawzy
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management and security/safety personnel.
 Follow company and department safety and security policies and procedures to ensure
a clean, safe, and secure environment.
Policies and Procedures
 Protect the privacy and security of guests and coworkers.
 Maintain confidentiality of proprietary materials and information.
 Follow company and department policies and procedures.
 Ensure uniform, nametags, and personal appearance are clean, hygienic, professional
and in compliance with company policies and procedures.
 Perform other reasonable job duties as requested by Supervisors.
Guest Relations
 Welcome and acknowledge each and every guest with a smile, eye contact, and a
friendly verbal greeting, using the guest's name when possible.
 Engage guests in conversation regarding their stay, property services, and area
attractions/offerings.
 Actively listen and respond positively to guest questions, concerns, and requests using
brand or property specific process (e.g., LEARN, GUEST, Guest Response, MYSTIQUE)
to resolve issues, delight, and build trust.
 Anticipate guests' service needs, including asking questions of guests to better
understand their needs and watching/listening to guest preferences and acting on them
whenever possible.
 Address guests' service needs in a professional, positive, and timely manner.
 Thank guests with genuine appreciation and provide a fond farewell.
 Provide assistance to individuals with disabilities, including assisting visually, hearing, or
physically-impaired individuals within guidelines (e.g., escorting them when requested,
using words to explain actions, writing directions on paper, moving objects out of the
way, or offering access to TDD phones).
 Assist other employees to ensure proper coverage and prompt guest service.
Communication
 Operate telephone switchboard station in order to answer telephone calls.
 Process guest requests for wake up calls, screening calls, do not disturb, call
forwarding, conference calls, TDD relay calls, and non-registered guest calls.
 Transfer guests with internet access issues to the internet service provider's customer
support line.
 Activate and deactivate guest room message lights as appropriate.
 Exchange information with other employees using electronic devices (e.g., pagers and
two-way radios, email).
 Answer telephones using appropriate etiquette including answering the phone within 3
rings, answering with a smile in one's voice, using the callers' name, transferring calls to
appropriate person/department, requesting permission before placing the caller on
hold, taking and relaying messages, and allowing the caller to end the call.
 Speak to guests and co-workers using clear, appropriate and professional language.
 Provide assistance to coworkers, ensuring they understand their tasks.
 Talk with and listen to other employees to effectively exchange information.
 Discuss work topics, activities, or problems with coworkers, supervisors, or managers
discreetly and quietly, avoiding public areas of the property.
 Prepare and review written documents (e.g., daily logs, business letters, memoranda,
reports), including proofreading and editing written information to ensure accuracy and
completeness.
 Follow up with guest regarding satisfaction with guest-related issues.
Assists Management
 Serve as a departmental role model or mentor by working alongside employees to
perform technical or functional job duties.
 Encourage and motivate employees to perform their best, take responsibility for tasks

4. Romany Zareef Fawzy
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and assignments, make decisions and provide input on possible improvements.
 Assign and ensure work tasks are completed on time and that they meet appropriate
quality standards.
 Assist management in establishing and communicating goals, performance expectations,
timetables and deadlines for shift or departmental operations to hourly employees and
ensure that they are understood.
 Ensure that hourly employees are trained on company core values, job roles,
responsibilities, and technical and service aspects of the job.
 Listen to hourly employees' suggestions for improving how work is done and how guests
are served, gaining management support as needed to act upon suggestions.
 Ensure employee compliance with company standards and policies and external
regulations (e.g., safety, OSHA, department-specific procedures such as food
standards).
 Coach and develop employees (e.g., create expectations for continual improvement,
provide challenging tasks and assignments, hold development discussions, and construct
and execute development plans).
 Assist management to ensure that hourly employees have the necessary resources to
effectively perform their jobs (e.g., supplies, equipment, and inventory).
 Collaborate with management to formally recognize hourly employees' performance
contributions.
 Coordinate tasks and work with other departments to ensure that the department runs
efficiently.
Working with Others
 Develop and maintain positive and productive working relationships with other
employees and departments.
 Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and
confidentiality.
 Support all co-workers and treat them with dignity and respect.
 Actively listen to and consider the concerns of other employees, responding
appropriately and effectively.
 Partner with and assist others to promote an environment of teamwork and achieve
common goals.
 Notify Loss Prevention/Security of any guest reports of theft.
Quality Assurance/Quality Improvement
 Monitor the performance of others to ensure adherence to quality expectations and
standards.
 Comply with quality assurance expectations and standards.
Physical Tasks
 Enter and locate work-related information using computers and/or point of sale
systems.
 Stand, sit, or walk for an extended period of time or for an entire work shift.
 Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds
without assistance.
Reports/Recordkeeping
 Log all guest requests, incidents, adjustments and comment cards into computer to allow
for proper tracking and documentation of guest problems and solution.
 Review shift logs/daily memo books and document pertinent information in logbooks.
 Run daily reports (number of arrivals, departures), identify any special requests, and
check reports for accuracy.
 Print contingency lists to have a record of all guests in case of emergency.
 Complete designated cashier and closing reports in the computer system.
 Maintain and update database containing preferences of repeat and VIP guests.

5. Romany Zareef Fawzy
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Greet/Escort Guests
 Open doors and assist guests/residents/visitors entering and leaving property.
 Supply guests/residents with directions and information regarding property amenities,
services, and hours of operation, and local areas of interest and activities.
 Identify and explain room features to guests (e.g., use of room key, mini-bar, ice and
vending areas, in-room safe, valet laundry services).
 Direct guests to their meeting/function rooms and all property areas.
Guest Services
 Answer, record, and process all guest calls, requests, questions, or concerns.
 Contact individual or department (e.g., Bell Stand, Front Desk, Housekeeping,
Engineering, Loss Prevention) as necessary to resolve guest request, or problem.
 Ensure that any outstanding requests or problems from the previous day receive
priority and are resolved.
 Follow up with guests to ensure their requests or problems have been met to their
satisfaction.
 Create gift baskets and provide to guests for special events (e.g., birthdays,
anniversaries).
 Send and respond to emails and website requests from guests.
 Compile and distribute list of anticipated services and amenities to relevant
departments.
 Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
DELIGHTED TO SERVE & BUSINESS CENTER SUPERVISOR - In Charge [pre-opening
team] | Renaissance Cairo Mirage City Hotel
November 2012 – till October 2015
333 Rooms including 3 Presidential Suites, 6 Executive Suites, 28 Family Rooms, 5
Different Restaurants & Bars, 2 Outdoor Swimming Pools, Executive Business Center,
Health Club with Sauna & Jacuzzi, & 14 meeting rooms situated in 4 floors with
12,798 sq. feet. of total meeting space with highest maximum capacity is Baron
Ballroom with a capacity of 950 persons. In addition to, the Navigator Activities.
Job Summary:
Responsible for the successful functioning of the Delighted To Serve (DTS) & Business
Center departments. Major responsibility of the DTS department is to receive all in-
house & outside telephone calls & process requests professionally & correctly. This
includes taking room service orders, receiving & processing all requests for additional
items, directions, correcting any issues & if necessary, forwarding calls to appropriate
areas. Ensure the agents’ information is thorough & up-to-date. Accountable for
tracking all guest requests & issues to use as process improvement tool. Strive to
continually improve guest & associate satisfaction while maximizing the financial
performance of the DTS department. Train all the staff to operate all Business Center
equipment & be familiar with standard computer programs. Promote the Business
Center services with other departments, other properties & all convention groups.
Evaluate the market continuously looking for business opportunities & technological
innovations, which will allow the Business Center to grow.

6. Romany Zareef Fawzy
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AT YOUR SERVICE SHIFT LEADER | JW Marriott Hotel, Cairo
August 2008 – till October 2012
438 Deluxe Guest Rooms & Suites. The hotel contains 29 meeting rooms, 43,486 sq. ft.
of total meeting space with highest maximum capacity is Tutankhamun Ballroom with a
capacity of 2262 persons, & 13 Different Restaurants & bars. Also, the hotel have a
27 holes Golf Court with a Unique Sandy Beach, Health Center, Spa, Tennis,
Volleyball, Football, Basketball Courts, & 2 Outdoors Swimming Pools & 1 Indoor
Swimming Pool.
Job Summary:
To supervise & lead the At Your Service staff (AYS) to ensure that they are adhering
to all hotel policies, procedures, regulations and standards, while striving towards total
guest satisfaction. To ensure that all AYS operation is working in a professional manner
at all times. Perform the AYS agent & Shift leader responsibilities, & assume all the
AYS Manager's responsibilities in her absence. To train the AYS agents on a daily
basis, on-the-job & during 15 minutes training. Assist the AYS & Front Office Managers
in all areas to ensure a correct & smoothly operating department.
AT YOUR SERVICE AGENT | JW Marriott Hotel, Cairo
September 2006 – till July 2008
438 Deluxe Guest Rooms & Suites. The hotel contains 29 meeting rooms, 43,486 sq. ft.
of total meeting space with highest maximum capacity is Tutankhamun Ballroom with a
capacity of 2262 persons, & 13 Different Restaurants & bars. Also, the hotel have a
27 holes Golf Court with a Unique Sandy Beach, Health Center, Spa, Tennis,
Volleyball, Football, Basketball Courts, & 2 Outdoors Swimming Pools & 1 Indoor
Swimming Pool.
Job Summary:
Operate telephone switchboard station in order to answer telephone calls. Process
guest requests for wake up calls, screening calls, and other requests related to placing
or receiving telephone calls. Advise guest of any messages (e.g., voicemail, mail,
faxes) received for them, and send to room if required. Answer, record, and process
all guest calls, requests, questions, or concerns. Receive, record, and relay messages
accurately, completely, and legibly. Log all guest requests or issues into computer,
contact appropriate individual or department (e.g., Bellman, Housekeeping), and
follow up with guest to ensure their request has been met to their satisfaction. Provide
information to guests about room features, property amenities, and local areas of
interest. Assist guests with accessing the internet.
INSTANT SERVICE AGENT [pre-opening team] | Intercontinental Abu
Soma, Hurghada
February 2004 – till October 2004
446 Deluxe Guest Rooms & Suites. The hotel contains 2 meeting rooms, 8,000 sq. ft. of
total meeting space with highest maximum capacity is Amoun Ballroom with a capacity
of 800 persons, & 6 Different Restaurants & bars. Also, the hotel have a Marina &
Wind Surf Center with 1200 m Sandy Beach & Health Center, Spa, Tennis, Volleyball,
Football, Basketball Courts, & 7000 sq. Outdoors Swimming Pools.
Job Summary:
Serving guests at the Instant Service desk while providing the highest level of service
possible in an efficient, courteous & professional manner by following Intercontinental
standards of hospitality & adhering to guidelines & procedures.

7. Romany Zareef Fawzy
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S K I L L S
Computer Skills:
1. Professional User at Microsoft Office
2. Professional User at Opera PMS - Hospitality System
3. GuestWare Administrator - Tracking System
4. Mystique User – Tracking System
5. Espresso Rapid Response Administrator - Tracking System
6. Food & Beverage Micros User – F & B System
Language Skills:
1. Arabic: Mother Tongue
2. English: Fluent in Writing & Very Good in Speaking
3. Spanish: Good in Writing & Fair in Speaking
R E F E R E N C E Furnished upon request