1. Dear Hiring Manager,
Based on my strong interest to enhance further my potentials and contribute to the organization’s
success, I am submitting this letter to express my application for the above position in your
reputable organization.
I have completed my Bachelors degree in the field of Tourism and Hotels from Alexandria
University in Alexandria, Egypt.
For the time being I’m Assistant Front office Manager for four years in a five stars deluxe hotel in
Sharm El Sheikh “ Iberotel Palace- Jaz Hotels & Resorts-263 rooms “.
After working with Jaz Hotels and Resorts Company for 12 years, considering my work
experience, I am confident that I have the skills and talents to become part of your team.
Some of my personal skills which you may find suitable;
• Excellent Communication & organizational skills.
• Strong interpersonal and problem solving abilities.
• Highly responsible and reliable.
• Ability to work cohesively with fellow colleagues as part of a team with minimum supervision.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
Personal
Information
 Gender: Male
 Nationality: Egyptian
 Date of Birth: 01/09/1983
 Marital status: Married, 02 kids.
 Address: Egypt, Sharm El Sheikh, Naama bay, Sunny Lakes
Compound.
Education  B.S.C of Tourism and Hotels
Alexandria University
Guidance Department
Grade: Good
 Introduction to Global Hospitality Management – Online Course
Cornell University
Nabil Saied Mohamed Hafez
Mobile: 002-01001464447
E-mail: Nabilhafez.5384@gmail.com

2. Work
experience
-Assistant Front Office Manager (Acting Front Office Manager)
:Iberotel Palace 5* Hotel Jaz hotels & resorts www.jaz.travel
- (263 rooms) from September 2012 till now,
Main Duties
• Managing the Front Office, Recreation, and the Sustainability departments.
• Trains, cross -trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance if each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly
communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group
requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manger and passes on pertinent
details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each
shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times. Requires all front office employees to
wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. • Analyze
rate variance, monitor credit report and maintain close observation of daily
house count. Monitor selling status of house daily. Ie flash report, allowance
etc.
• Monitor high balance guest and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system, including software
maintenance, report generation and analysis, and simple configuration
changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely
and professional manner.
• Ensure that employees are, at all times, attentive, friendly, helpful and
courteous to all guests managers and other employees.
• Monitor all V.I.P 's special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and Guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation
of purchases, vouchering, schedules, forecasts, reports and tracking logs.
• Perform other duties as requested by management.
• Maximize the guest satisfaction on the social media and the tour operators
awards as follow;
1- TripAdvisor "Certificate of Excellence" Award 2010- 2015.
2- Certificate of Excellence Hall of Fame 2015- TripAdvisor.
3- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Egypt) " - Rank #10 - Luxury Category.

3. 4- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Egypt) " - Rank #5 - Romance Category.
5- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Middle East) " - Rank # 8 - Romance Category.
6- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Middle East) " - Rank #21 - Luxury Category.
7- TripAdvisor's Best Service Award – 2010-2015.
8- TripAdvisor's Top Hotels Award -2010-2015.
9- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Egypt) " - Rank #14 - General Impression Category.
10- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Egypt) " - Rank #7 - Best Service Category.
11- TripAdvisor's - "Travelers Choice Award 2010-2015 Top 25 Hotels
(Middle East) " - Rank #15 - Best Service Category.
12- TripAdvisor's Luxury Award 2010-2015.
13- TripAdvisor's Top Romance Award 2010-2015.
14- HolidayCheck's Quality Selection for 2010-2014.
15- Zoover Award – 2014.
16- Thomson/First Choice Gold Medal/Award – 2010-2014.
17- Gulet Hotelo – Egypt -2012.
18- Gulet Hotelo - 100 best hotels – 2010.
19- Guete Siegel Reisen.de – 2010.
 In addition to the Sustainability awards, since I’m the hotel
Environmental Coordinator as well:
1- ISO 14001 – 2009-2015.
2- Travelife gold award – 2010-2016.
3- Green Star Hotel award 2012 (5 stars).
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- Assistant Manager - Front Office: Iberotel Palace 5* Hotel (263
rooms) from 2009 till August 2012.
Main Duties
• Responsible for daily administration, meeting and greeting, dealing with
guests queries and complaints, and booking rooms. visitors
• Maintain high standards of customer services at the Reception desk so that
customers expectations are consistently exceeded.
• Motivate and develop Reception team to ensure smooth functioning of the
department and promote teamwork.
• Provide effective support to the team to enable them to provide effective and
efficient services.
• Respond to customer queries by resolving issues in a timely and efficient
manner to ensure customer satisfaction.
• Identify optimal, cost effective use of the resources and educate the team on
the same.
• Ensure quality and appropriateness of customer service provided.

4. • To maintain Front Office log book and shift reports.
• Respond to inquiries and resolve problems in an effective manner.
• Ensure all guests receive a swift, smooth, professional and friendly check in
and check out.
• The ongoing training of all reception staff including new recruits.
• Ensure quality in all aspects of the job.
• Liaise with other departments for the resolution of day-to-day administrative
and operational issues.
• Carry out other duties which naturally fall within the reasonable expectations
of the post.
• Adhere to the Procedures & Standards Manual.
• Display a proactive approach in initiating and implementing initiatives to
provide an improved service in all areas.
• Liaise with Housekeeping for the Room Status.
• Handle additional responsibilities as and when delegated by the Management.
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-Front Office Supervisor - Iberotel Palace 5 * (263 rooms) Hotel
starting from 2008 till 2009.
Main Duties
• Responsible for all reception procedures and policies.
• To report for duty at scheduled time, clean, tidy, and wearing correct uniform.
• To treat clients and colleagues in a polite courteous manner at all times, and
to give full co-operation to any clients or any colleague requiring assistance in
a prompt, caring and helpful manner.
• To conduct briefing with the reception team, prior to each shift, emphasizing
on the current occupancy, hotel activities, special promotions, VIP
guests,…etc.
• To run after the guest satisfaction.
• To follow up the shits hand over book.
• To follow up the check in and checkout procedures.
• To insure that VIP and regular guests are pre-registered.
• To resolve any queries on vouchers and accounts to company bills, that
reception may have.
• To ascertain that all correspondence for the following days is correct, and
rates are entered correctly.
• To check rates for all guests in house and to cooperate with the reservation
department if necessary.
• To allocate the rooms for the next arrivals.
• To ensure that the house keeping and discrepancy report are actinide daily.
• To ensure reporting the maintenance faults to the housekeeping department
and to make the necessary follow up.
• Attend and participate in all required meetings.
• To assist the front office manager with the ongoing training of all reception
staff including new recruits.
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5. -One month Task force for the opening of the sister hotel Jaz Almaza
beach resort 5* Hotel (395 rooms) Marsa Matrouh North Coast, July
2007.
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-Front Office Shift Leader - Iberotel Palace 5*Hotel (263 rooms) from
2007 till 2008.
Main Duties
• Maintain high standards of customer services at the Reception desk so that
customers’ expectations are consistently exceeded.
• Motivate and develop Reception team to ensure smooth functioning of the
department and promote teamwork.
• Provide effective support to the team to enable them to provide effective and
efficient services.
• Respond to customer queries by resolving issues in a timely and efficient
manner to ensure customer satisfaction.
• Identify optimal, cost effective use of the resources and educate the team on
the same.
• Ensure quality and appropriateness of customer service provided.
• To maintain Front Office log book and shift reports.
• Respond to inquiries and resolve problems in an effective manner.
• Ensure all guests receive a swift, smooth, professional and friendly check in
and check out
• To assist the supervisor with the reviewing the room rates and
correspondence.
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- Receptionist - Iberotel Palace 5*Hotel (263 rooms) from 2005 till
2006.
Main Duties
• Welcoming all visitors, guests, services providers with proper greetings and
recording required information.
• Attending all calls (internal & external) with proper greetings, salutation
& introduction of company.
• Booking Conference Hall, maintaining all booking requests and logs.
• Maintain visitor’s logs, guiding them to proper and correct department and
persons.
• Promptly checking faxes, forwarding them to right department and persons,

6. maintaining acknowledgements and log for reference.
• Promptly checking emails, updating and maintaining files for easy access.
• Maintaining all correspondence in respective files and updating timely.
• Maintaining record for all receiving and dispatches to and from showrooms
and warehouses.
• Sending and receiving couriers, recording same and distributing to concern
department or person.
• Receiving important magazines and distributing to concern department with
record.
• Maintaining, coordinating and monitoring all complaints at reception desk,
for superior update and action.
•To solve guest problems or complaints OR to pass it to the right managerial
level if unable to do so.
• Updating and monitoring office supplies and equipment movement.
• Maintaining reception area neat and tidy with controlled inventory of
company assets.
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-Telephone Operator - Iberotel Palace 5* (263 rooms) Hotel Sharm El
Sheikh From 2004 till 2005.
Main Duties
• Answer calls professionally.
• Respond to customer inquiries.
• Enter customer information.
• Identify and escalate priority issues.
• Route calls to appropriate department.
• Follow up customer calls where necessary.
• Checking faxes, forwarding them to right department and persons,
maintaining acknowledgements and log for reference.
• Handling Wake up calls.
• To be fully aware of the Emergency procedures.( Fire,…)
• Complete call logs.
• Produce call reports.
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

7. Training
- Mid-management training.
- Train the trainer.
- How to evaluate people.
- Reservation Skills.
- Front Office skills.
- Green Star Hotel training (Environmental & Sustainability training).
- ISO 14001- Internal Auditor training.
- Hacap Course by Cristal food safety company.
- Room Hygiene by Cristal company.
Personal Skills -Responsible self-starter, capable of handling multi-faceted projects and
of working under pressure.
-Excellent communication and analytical skills, a proactive problem
solver.
-Team player, value teamwork, have good team building skills and able
to communicate effectively with all levels of employees.
-Personable and pleasant to deal with. Ambitious, self motivated,
discreet, reliable, sensitive and diplomatic. Guest-driven, friendly, fair and
approachable.
-Positive “can do” attitude and flexible approach – manages with humility.
-Understand and respect other cultures, able to adapt to changing
environment. Well developed communication and negotiation skills
-Strong follow-up/project management and organizational skills.
Languages Arabic: Native Language
English: Excellent (Written/ Spoken/ listening)
German: Good (Written/ Spoken/ listening) (The first six Levels –Grund
Stuffe- in Goethe institute Alexandria )

8. Computer
Office: Excellent
Internet: Excellent
Opera: Excellent
Fidelio - 6.20 & Suite 8: Excellent
References
Mr. Moustafa Amin Asst. General Manager Iberotel Palace
Hotel
E-mail: Eam@iberotelpalace.com Tel. 002 069 3661111 / 01111166296
Mr. Tarek Heikal Human Resources Manager Iberotel Palace Hotel
E-mail: Hr@iberotelpalace.com Tel. 002 069 3661111 /
01221457723
Mr. Islam Sabry General Manager Jaz Dahabeya Hotel
E-mail: islam.sabry@jazdahabeya.com Tel. 002 069 3661111 /
01000108998