The document provides a profile and resume for Khadija BOUDINE, including her contact information, work experience as a guest service agent and hostess at Mazagan Beach Resort since 2010, education including a professional degree in tourism marketing and hotel management, skills in various computer programs and languages, and qualifications describing her as ambitious, rigorous, intellectual, and punctual.

1. Khadija BOUDINE
Single
Adress : Street chahid Mohamed ben ahmed el hiani
N° 55 el mouilha El jadida ( Morocco)
Mobile phone: 06.59.52.37.88
Email : khadijaservices@hotmail.fr
Age : 26
:
Profile
Determined, flexible, dynamic and creative candidate with goof organising
ability, capable of achieving personal objectives, enthusiastic and eager to develop in
a challenging environment
Professional experience
*May 2010/up to now : Guest service agent ( reception , concierge, guest
relation , vip treatment ,organization transfers ,tour coordinator) in Mazagan Beach Resort
1.Tasks performed:
 Check the room assignment and early check in arrivals
 Re-check the bills of due out rooms
 Check traces of today and follow up
 Prepare the file for queue rooms and follow up
 Call due out guest,send physical check and check out vacant rooms
 Check if guests are waiting for their room and chase housekeeping
 Print VIP arrivals report+traces
 Check the rooms assignment ,VIP level,guest preferences,profile
 notes,arrival time
 Coordinate with housekeeping for rooms and with room service for
 amenities
 Check the transportation ans fast track requests
 Prepare welcome cards and make sure they are signed
 Print registration cards,make keys ans envelops
 Send bon de commande to room service
 Double check for last minute requests and give to Guest service
executif Final list to check rooms
 Print and check the transportation requests and traces
 Read the new e-mails and treat the urgent requests
 Print the transportation planning and fast tracks of the day(airport
 lounge)
 Check the bills that has to be charge to the room ans set alerts
 Check vehicules for VIP transportation and fast track
 Chech the transportation request reports for the two following days
 Sort out the bills A and G that need to be sent to finance
 Send the end of shift transportation handover

2. 2.Necessary Skills :
 Politeness : a talent to be courteous, polite and positive when
communicating with clients and prospects.
 Communication : a suite of skills and abilities to establish and hold
effective communications with prospects and existing customers.
 Conflict resolution : an ability to avoid possible conflict situations and
handle existing conflicts efficiently.
 Listening : an ability to listen to a customer and hear what he or she
really says and wants.
 Asking right questions : an ability to ask a question that stimulates a
customer to do a desired action and find a solution for an exiting
problem.
 Problem solving : an ability to understand a customer problem and find
one or several solutions.
 Decision making : an ability to mentally generate possible scenarios
and choose optimal one.
 Computer user : special knowledge and skills to use computers and
computer software.
3.Communications :
 Try to keep your focus on service excellence
 Make eye contact with customers.
 Never rank your customers. Service all customers at the same way
regardless of their age and appearance.
 Interact well with all customers.
 Have good listening skills and be patient.
 Read body language to see if your customer needs some help.
 Ask right questions that guide customers through their problems.
 Express your readiness and interest in assisting customers.
 Never discuss a customer’s issue in front of other customers.
 Record customer comments, suggestions and other feedback to
improve customer service.
 Try to respond to e-mails, telephone queries and complaints with
minimized wait-time possible.
 Treat communications with your customers as pleasant and efficient as
possible.
4. Conflict Situations :
 Avoid getting involved in conflict situations.
 Stay polite, courteous and positive at all times.
 Never let your feelings expose. Keep your emotions in check.
 Keep yourself cool and calm during a conflict situation.
 Hold customer communications within the chain of command.
 Always plan your actions in the context of diffusing or alleviating the
conflict.

3.  Try to explain the reasons of the problem but never blame the
customer (even if the customer made a mistake and caused the
problem).
 Understand who has enough rights and authorities to resolve the
conflict.
 Get authorization of that person to resolve the conflict.
 Resolve the conflict in a fair and equitable manner.
5. Process Flow :
 Record the customer’s contact information, including full name, company
name, phone number and email address.
 Record details of the customer request, including date of filing and main
issues.
 Classify the request by urgency and type.
 Determine the recipient of the request. For example, the request may be
addressed to Sales Dept., Support Team, Administration, Transportation
Division, etc.
 Try to resolve the request by using available support instructions and
standard procedures.
 Involve the whole team to brainstorm the request and seek for a better
solution if standard procedures and instructions are failed.
 Confirm the resolution.
*1 month : hostess in the official opening of Mazgan Beach Resort
professional Studies
 2012/2013 : up sell traning in Mazagan Beach Resort
 2011/2012 : professional degree in tourism marketing
 2008/2010 : hotel management accomodation option ( 1st in class )
 2006/2008 : Economics and Management
 2006 : baccalaureate in experimental sciences
 2006/2007 : English Certificate from british center
Skills
*Software (Opera) *FSI * World *Excel *Outlook *Micros
Languages
*French : fluently *Arabe : mother tongue
*English : proficiency *Spanish : basic notion
Qualifications
*Ambitious * rigorous * intellectual * punctual