1. Mohamed Hassan EL-Naggar
29 Ahmed Allam Street
Sporting,Alexandria,Egypt
Phone: +003.5919919
Mobile: +971.567844300
Mobile: +002.1224444636
Email : mohaelnag@outlook.com
CAREER OBJECTIVE
Seeking a challenging position in a well-established organization with a stable environment where
my academic background and my interpersonal skills are well utilized and to enrich my knowledge and
enhance my experience.
Personal info:
Date of birth: 22, august 1989. Military status: Exempted
Gender: Male Nationality: Egyptian
Education:
-2008 – 2012: Faculty of Tourism and Hotels, Alexandria University.
Major: tourism
Accumulated grade: good.
-1994– 2007: College saint-marc, High school, Alexandria, Egypt
Language skills:

2. Arabic: Mother tongue
French: Fluent (written, spoken& read)
English: Fluent (written, spoken& read)
Professional experience:
1-Front Desk Agent at Al Bustan Rotana Hotel
August 2016 Till present
Job description:
 Provide prompt, courteous and efficient service to all Guest, so as to
achieve a high level of customer satisfaction through personalized service
from arrival till departure
 Ensure Guests are personally greeted by name, if known and escorted to
their room to make them feel expected and welcomed
 Conduct in Room & Hotel familiarization and assist Guest in Hotel activity
enquiries / requests
 Maintain an up to date knowledge of Hotel information and local services,
including operating hours, promotions, events, attractions and any allied
information to respond to Guest queries
 Maintain an awareness of rate levels to be sold on a daily basis and the
occupancy levels
 Accurately administer Front Desk cashiering standards and comply with all
laid down systems, policies and procedures
 Process accounts from check-in to check-out, ensuring accurate postings
of all incidental charges using computerized Front Office systems
 Maintain the privacy of all Guests by ensuring that no details of the Guests
are disclosed
 Demonstrate a complete understanding of the Hotel’s policies, procedures
and service standards and have full knowledge of the Hotel facilities and
happenings
 Operate in a safe and environmentally friendly way to protect guests’ and
employees’ health and safety, as well as protect and conserve the
environment
 Comply with the hotel environmental, health and safety policies and
procedures.

3. 2-Technical Support Agent at Bell Canada (French Speaking
Account)
Sutherland Global Services
February 2016 till July 2016
Job Description:
Deliver service and support to end-users using and operating automated call distribution phone
software, via remote connection or over the Internet;
 Interact with customers to provide and process information in response to inquiries, concerns, and
requests about products and services;
 Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
 Diagnose and resolve technical hardware and software issues involving internet connectivity, email
clients, IPTV, VOIP and more;
 Research required information using available resources;
 Follow standard processes and procedures;
 Identify and escalate priority issues per Client specifications;
 Redirect problems to appropriate resource;
 Accurately process and record call transactions using a computer and designated tracking
software;
 Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’
business;
 Organize ideas and communicate oral messages appropriate to listeners and situations;
 Follow up and make scheduled call backs to customers where necessary;
 Stay current with system information, changes and updates
3-Guest Service agent at Sheraton Dubai Creek Hotel&Towers
September 2014 to january 2016
Job description:
• Registering guests into the Opera System, verifying their reservations, contact details
and credit information, promoting the Starwood Preferred Guest Program while providing
recognition and benefits to all present members, and accepting payments for guest's
account both at time of registration and check out.
• Ensures efficient, prompt, courteous, consistent quality and proactive for all guests.

4. • Handling guestcomplaints,queries,requests,handles new
reservation,amendments,cancellation,confirmation and guarantying the reservation.
• Ensures accurate billing for in house guests
• Review the guest’s correspondence
• Provides accurate information on facilities and services to the guests
• Reads the Front Office logbook and checks the reminders for daily operations and
directs actions to be taken by all concerned. • Checks the arrivals/departures and
expected occupancy for the day.
• Encodes room key cards, prepared key card holders with map along with the
registration cards and welcome letters for the next day’s arrival.
• Prints arrival, departure and guest in-house reports for all the outlets.
• Answering phone calls proficiently.
• Perform wake-up calls and prepares the wake-up call list for the following day
• Checks the weather forecast.
• Prepares Room Transfer Forms for room transfer requests and/or upgrade of guests
and submits them to the FO Manager.
• Saving the downtime report in case of system down.
4-Customer Service at EL-NAGGAR educational centres
july 2012 till august 2014
-Job description:
 Attracts potential customers by answering product and service questions; suggesting information about
other products and services.
 Serves customers by providing product and service information; resolving product and service
problems.
 Resolves product or service problems by clarifying the customer's complaint; determining the
cause of the problem; selecting and explaining the best solution to solve the problem; expediting
correction or adjustment; following up to ensure resolution.
 Maintains financial accounts by processing customer adjustments.
 Recommends potential products or services to management by collecting customer information
and analyzing customer needs.
 Prepares product or service reports by collecting and analyzing customer information.
 Contributes to team effort by accomplishing related results as needed.

5. _______________________________________________________________________
Computer & Interpersonal skills:
-Microsoft Office package
- Internet and browsing knowledge
- Good Presentation & Communication skills
- Academic Searching Skills
Courses & Trainings
-Test D'Aacces direct au delf 2nd degre (2004)
- Diplôme D’études en langue française (Delf A5.A6) (2005)
-Icdl (2011)
-EDU Egypt program student. (Language Skills, Customer Service Skills, Cultural Sensitization, Computer
and Data Skills.) – (2012).
Activities:
- Acting team president of faculty of tourism and hotels
- 3rd place as a judo player in the egyptian championship of universities
- Secretary of fund of the faculty of Tourism and Hotels student union.
- Faculty representative in the faculties of Tourism and Hotels Annual Forum.
Capabilities:
- Rational.
- Active,Creative&Ambitious
- Self motivated, communicative and social.
- Hard worker.
- Convincing.
- Fast, well and easy learning.
- Team worker and co-operative