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Wael cv 2016


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As a qualified hotelier, I have enjoyed a successful career in hotels and hospitality management, progressing to senior roles in leading international Chain, coming from a very strong technical and systematical background of Starwood Hotels & Resorts.,IHG & Accor. which is a renowned company of using customer service management techniques.
always seeking to progress and get into new challenges, putting end in mind as a Guest Service Manager I always focus on highlighting the key opportunities to empower and key weaknesses to address with management team, my focus on obtaining customers satisfaction, which will reflect on achieving figures of my day, month &annual targets, having strong leadership skills among my team in order to deliver the key values of my property, working closely with front office & management team on Win-Win situations not on fight or flight situations.

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Wael cv 2016

  1. 1. Wael Elsayed Mohamed Ahmed Address : 3 Farid Nada Street, Fayed, Ismailia, Egypt Mobile : +2 0100-1749782 Home : +2 064 3900217 E-Mail : LinkedIn: Personal Data Date of birth: 19 May 1978. Nationality: Egyptian. Military service: Exempted. Marital status: Married. Height: 184 cm. Weight: 90 kg. Education 1997 Technical Engineering Institute. Career Objective A challenging position in a well-established corporation, which enables me to promote my career using my educational background, extensive experience and my personal skills. Trainings Starwood preferred guest (customer loyalty program) (hotel champion) Handling guest complain & file closes.(hotel champion) Room’s upselling. Service culture training. Star guest response + (customer service program). Social media & handling online customer’s feedback (hotel champion) certified by IHG. Crisis management. Behavioral interviewer. Professional Hospitality Departmental Trainer (certified by American hotels & Lodging association) Front Office management training-certified by Ministry of tourism-Egypt. Languages Arabic: mother tongue. English: fluent. German: very good. Italian: good. Russian: good.
  2. 2. Professional Experience August 2015 until now Sofitel Taba heights, south Sinai, Egypt - (442 rooms, 3 restaurants, spa center) (5 stars Deluxe)(10 outlets) Guest Relations Manager. Achievements * Achieve 8.3 on instead of 7.2 when I joined the property (2015 Booking .com award winner). * Achieved 2nd place on tripadvisor instead of 3rd place, and nominated to be number one upon receiving excellent reviews. * Achieve Le Club enrollment goal in cooperation with reception desk. * Achieve high customer satisfaction of 92% & reduce customer complaints by 10%. * Increase the number of repeated guests by 100% using high guest communication. August 2014 till August 2015. InterContinental Taba Heights Resort, Egypt (502 rooms, 12 outlets & golf course) (5 stars) Guest Service Manager. ments:Achieve * IHG (Customer loyalty program) enrollment goal for end of year 2014 quarter goal with 130% and assigned as property IHG champion. with 100%.quarterstof 2015 1program) goalfeedbackAchieved Heart Beat (customer* Increased customer satisfaction by 60%.* Reduce customer complains of whole year of 2014 to be less than 1%.* of 26 hotels on the region after 2place) outthadvisor (from 7place on tripthAchieved 5* months of planning the target + achieved “Hall of Fame” certificate for fifth year of best hotel choice. * Assigned as hotel social media champion (Facebook, Trip advisor, holiday check & * Won tripadvisor 2014 award, as best hotel in taba /wining 2015 tripadvisor hall of fame (2011-2015) , as best travelers choice. * won HolidayCheck award 2014, as best hotel in taba. May 2014 till July 2014. Ghazala Gardens , Sharm El sheikh, Egypt (240 rooms & 2 receptions)(4 stars) Duty Manager. * Demonstrate service attribute in accordance with industry expectations and company standards. * Promote hotel sales and in house facilities. * Respond to guest needs and resolve related problems. November 2012 until April 2014. Sinai clinic hospital (Private tourism hospital), Sharm El sheikh, Egypt (5 rooms, 15 clinics, 3 floors & reception) Director of Front Office. Achievements: * Increase loyal customers by 30%. * Increasing revenue by 10%. * Improve customer satisfaction by 20%.
  3. 3. June 2010 until November 2012. Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) (25 outlets). Acting Front Office Manager. Achievements: * Upselling late checkout revenue goal by 500% (target was 120,000 / achieved 600,000 LE.) * Assigned as Ministry of foreign affairs hotel representative & contact person (checked in H.E Mr. Anthony Blair). * Open a new reception in villas area in cooperation with other hotel departments. * Renovate the hotel rooms in cooperation with HK & ENG. departments. January 2008 until May 2010. Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) Assistant Front Office Manager. Achievements: * 100 % of enrollment goal for 5 years. * 100% of guest satisfaction index for 5 years. * Reduce customer complaints by 5%. * Reduce department expenses by 30%. * Improve staff knowledge as front office departmental trainer. * Upgrade resort reception area with new or maintained equipment’s & add ramp floor to assist disabled guests. January 2006 until May 2008 Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) Front Desk Manager. January 2006 till July 2006 Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) Front desk supervisor December 2005 till January 2006 Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) Front shift leader October 2002 – December 2005 Sheraton Sharm hotel, resort, villas &Spa. (835 rooms & 3 receptions)(5 stars) Front Desk Agent References Mr.Zayan Helmy – Human Resources Manager – Sofitel Taba Heights, Taba South Sinai,Egypt. Tel: +2 01022212005. Mr.Mohamed Ammar – Rooms division manager – InterContinental Taba heights resort,Egypt. Tel: +2 01001243469.