Guest Services & Customer Service Specialist àffering 19 years experience of customer care excellence within luxury hospitality.

1. Said Mahrous
27, Hay Lahcen Ben Ahmed Toto
Ain Borja, Casablanca.
Morocco
Cell: +212660350400
Mahrous.said@outlook.com
Mission Statement
Strive to exceed customer, employer, and employee expectations by delivering
second-to-none service. Maintain customer centricity in all initiatives and
interactions, always putting the customer first.
Career Snapshot
19 years of commended
performance in key Guest services
and support roles.
- Expert in customer care,
communications, problem solving,
relationship building and support.
- MS Office user with additional
proficiencies in Smartphone and
similar devices troubleshooting.
Computer Skills
CRM Applications, Microsoft Word,
Excel, PowerPoint, Outlook, Web
research
Awards & Trainings
RMI (Reputaion Manaement)-
Global Customer Service - SIX
SIGMA GREEN BELT -Digital
Training Module - Bomb Treat
Procedure - StarGuest Training for
Guest Services Leaders - Emotional
Intelligence in the Workplace - Le
Méridien Global Activating the
Brand - Property Data Handling
Procedures - Customer Service -
Service Recovery Guidelines –
Service Culture – Train the Trainer…
Employee of the Year,” 2000”
Guest Services & Customer Service Specialist
Offering 19 years experience of customer care excellence within luxury hospitality.
Nominations
GEI (Guest Experience Index) champion
– Social Media Champion – Starguest
Superuser & Champion – F&B In- Stay
Champion – GPS Innitiatives (Global
Personnalization at Starwood) property
Champion – CCC ( Corpoprate
Customer Center Contact.
Key Skills
World-Class Customer Service Guest Service Operations
Troubleshooting / Problem Solving Technical Support
Customer Satisfaction Fulfillment Complaint Handling
Various survey data analysis and sharing Reports & Documentation
Professional Experience
Forte Grand Royal Mansour, Casablanca Switchboard Operator (1996/2003)
Le Royal Mansour Meridien, Casablanca Guest Services Agent (2003 /2007)
Le Royal Mansour Meridien, Casablanca Acting Guest Services Manager (2007 / 2010)
Le Royal Mansour Meridien, Casablanca Guest Services Manager (2010 / 2014)
Royal Mansour Casablanca Guest Services Manager (2014 / 2015)
Provided telephone, online, and face-to-face customer service, handling high-volume
average of external and internal calls and internet inquiries and reviews in a busy
five-star luxury hotel Guest service Center.
Performance & Expertise
1. Good performance on my team, we usually exceed our PMP goals.
2. Excellent communication, technical support and troubleshooting skills.
3. Smartphone and new technology devices troubleshooting knowledge.
4. Able to work independently in fast-paced environments and situations.
5. Able to Think outside the box and find creative ways to solve customer
problems.
6. Able to identify opportunities to increase customer retention and
satisfaction through the use of feedback, social media strategies, and
excellent communication skills.
7. Well organized, with the ability to multitask and prioritize workload.
8. Able to handle the demands of a high-volume Guest Service activities with
ease.
9. Able to produce performance metrics dashboards and reports including
F&B.
10. Exemplary customer service and complaint handling skills, dedicated and
reliable.
11. Our guests routinely rave about the above-and-beyond service and
personalized attention they receive from my team.
12. Highly resourceful and a consummate customer service professional.
Education
Hassan 2 University — Mohemmedia. Morocco
Associate of Arts (English Language & Literature), 1994