Waleed Hussein Shaker is a Director of Rooms with over 20 years of experience in hotel management. He is currently the Director of Rooms at Fairmont Heliopolis & Towers Hotel in Cairo, Egypt where he oversees various guest service departments. Prior to this role, he held several front office and guest service management positions at other luxury hotels in Cairo. He aims to deliver excellent customer service and maximize revenue and efficiency.

1. Waleed Hussein Shaker
Director Of Rooms
PERSONAL STATMENT
I am a self-motivated with a positive approach and the ability to lead and motivate others whilst
delivering effective business results, I aim to reach a level of professionalism in my job that
supports my career development. In addition, I am eager to learn and know more in and out of
my field.
CAREER
HISTORY:
EXPERIENCE
11/2011 till
Present Time
Fairmont Heliopolis & Towers Hotel: 593 Room
Director of Rooms
Responsible to lead and direct the diverse Guest Services teams in the daily operation
of the Hotel. Interact with guests and colleagues on a daily basis and provide
courteous and efficient service. Overseen on the following: Front office, Royal
services, PBX, Business Center, Hospitality Department(FPC, Guest Relations,
Night, and Mangers) , Guest Services(Concierge, Bell Desk, airport office, Limo,
Parking), Housekeeping, uniform ,and Health club.
 Implement system improvements and administrative effectiveness to ensure a
customer focused and solution oriented service is offered to customers at all
times.
 Overall budget approval authority for rooms division departments, and to
ensure that the highest level of efficiency and guest satisfaction will be
achieved whilst maximizing rooms and other related revenue.
 Attends operations briefing and highlights important points from the daily
arrival list, occupancy forecast, causes for variance in reservations forecast
and previous days’ occupancy against forecast.

2.  Disseminates information received from other department heads during the
operations briefing.
 Attends P&L meetings. Checks P&L for variances on the following and
establishes reason for variance:
 Highlights observations in service areas for further improvement.
 Resolves conflicts and/or problems existing in the department.
 Obtains employee feedback on operational matters as well as other matters
affecting their employment with the Hotel.
 Prepares annual budget and CAPEX for the department.
 Ensures effective and efficient implementation of policies and procedures.
 Analyzes the room nights for trends, in comparison with the latest reports.
 Analyzes figures for reservations on hand to determine whether projections
are too high or too low;
 Uses pick up occupancy report as guide to determine a more accurate
forecast;
 Reviews events which might affect an increase in certain segments;
implements agreed strategies.
 Prepares rationale for strategies and submits to the General Manager/VP for
approval;
 Projects expenses for the next 3 months.
 Ensures that the staff adhere to the rules and regulations of the Hotel
 Regularly walks around the Lobby to establish rapport with guests.
 Enhances customer service quality to differentiate us from our competitors.
 Acts on guest concerns immediately
 Encourages front liners to be proactive when it comes to customer needs.
 Ensures that all staff are aware of guidelines governing complaints handling
 Encourages staff to make decisions at customer contact, and ensures staff is
aware of the responsibility and established authority limits at all times.
 Personally attends to all guest complaints immediately and initiates
immediate resolution.
 Oversees and ensures proper maintenance of equipment in the area of
assignment.
 Adhere to the Company's Procedures and rules.
05/2010 till
11/2011
Fairmont Heliopolis & Towers Hotel: 588 Room
Director of Front Office operation
Responsible to lead and direct the diverse Guest Services teams in the daily operation
of the Hotel. Overseen on the following: Front office, Royal services, PBX, Business
Center, Manager on Duty, Guest services (Concierge, airport office, Parking),
Housekeeping.

3. 03/2007 till
05/2010
11/2003 till
03/2007
1 2 / 2 0 0 2 . t i l l
1 1 / 2 0 0 3
4 / 2 0 0 2 . t i l l
1 2 / 2 0 0 2
1/99 till 4/2002
01/03/1997 Till
01/12/1998
Front Office Manager (Fairmont Heliopolis & Towers: 588
Room)
-Accountable for the effortless and seamless movement of guests in and out of the
hotel and providing exceptional levels of guest service through the guest stay. Act as
a manager on duty on occasion and respond to emergency codes.
Sheraton Heliopolis Hotel, Towers & Casino: 588 Room
Assistant Guest Service Manager
-To ensure a smooth and efficient operation and co-ordination of the various
departments within the front office, ensuring optimum profitability and guest
satisfaction, and adhering to the standards of service required by the hotel in
accordance with the company and hotel policies, procedures and objectives.
Night Manager
- In full charge of the Hotel during the night shift.
- Replacing the entire head department during the night.
Duty Manager
- Handles & executes any assignment delegated by General Manager.
- To handle all problems related to guests in coordination with other
Departments.
Sheraton Heliopolis Hotel, Towers & Casino: 588 Room
Shift Leader & Credit Coordinator (Front Office)
- Handling & Coordinating International Conferences Summit.
- Achieving Sheraton level of Excellence to ensure smooth and efficient
service.
- Link between the Front Office & the Accounting Department (receivable
account, income account & credit account)
- Handling Night reports (paid occ, average room rate & Revpar).
--------------------------------------------------------
Le Meridian Heliopolis: 285 Room
Front office cashier
Front Office Clerk ,
Operator Clerk

4. ACHIVEMENT:
Fairmont Heliopolis & Tower Cairo:
-Certificate of Leader of the Month for February, 2014
-Certificate of Achievement in recognition of the successful completion of Our
Fairmont leadership promise 08, September, 2012-2013.
-Certificate of Achievement in demonstrating the skills in Interaction Management
25, 26 november2012.
-Online Recognition Training 6 of September, 2012.
Certificate of Achievement in Understanding Financial statements 27-30 June, 2011
-Certificate of Achievement in recognition of successful participation and completion
of effective situational leadership 23, 24 of June 2010
Certificate of completion the skills for Heart saver CPR & AED Course 24 November
2010 – 23 November 2012
-Certificate of leader of the Month may year 2010
-Certificate of leader of the year 2010
-Certificate in participation through Gallup Consulting on FSI (Fairmont Selection
Interviews) for the entire Hotel positions (Front & back of the house, managers,
Kitchen),2008
-Certificate of DDI (Development Dimensions International) for successfully
demonstrating the skills and competencies in Interaction Management,2008
-Certificate of Appreciation from the united States Central command for the
outstanding Achievement and support to Bright star 2007 during their
accommodation, in the Arab Republic of Egypt.
Sheraton Heliopolis Hotel, Towers & Casino

5. -Certificate of Achievements Excellence
Thanks Letter From Mr. Samy Al Zoghbi Vice President- Sheraton Hotels
(Middle East-Africa –India) (Employee of The Year 2000)
Achieving Service Excellence
(Employee of Month November 2000)
Thanks letter for the Excellence performance for handling & participating Arab
conference summit Nov. 2000
Thanks letter for the professional and efficient manner with our guests March
2000.
Thanks letter for promoting in pushing up sales Oct. 1999
Le Meridian Heliopolis
- Regional Certificate as Employee of month July 98.
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Sheraton Heliopolis Hotel, Towers & Casino
Handling, Participating, coordinating the International & local Summit (arrivals,
departure & payments methods between presidency, embassies, & delegations
and Sheraton Heliopolis)
G 77 (International Conference)
G 15 (International Conference)
G 8 (Islamic Conference)
First Lady Summit
Arab Summit
COMMESA Conference
- African Child Forum summit
-------------------------------------------------
TRAINING:
 Training in Yield Management System (Profit maximization)
 Training in Night Audit –Income – Account receivable – Credit – Duty
Manager.
 Handling Client complaints.
 Perfect check in and checkout standards
 Train The Trainer.
 Fairmont Selection Interview.
 Effective Situational Leadership workshop
 Fairmont Leader Promise Training
 Foodservice Management: Menu Planning and Marketing, and

6. COMPUTER
SKILLS:
Merchandising Strategies.
Microsoft Word and Excel 2007
Opera Hotel System (International Hotels System).
Fidelio 6.20(International Hotels System).
EDUCATION
1992-1996
Bachelor of Commerce (Ain Shams University) Grade= Good
Language
PERSONAL
Details:
Arabic Mother Tongue (spoken & written)
English (spoken & written)
French (fair)
Date of Birth: 29 August 1973
Place of Birth : Cairo, Egypt
Nationality: Egyptian
Gender: Male
Marital Status: Married
Military Service: Full Exempted
Email: waleed.shaker@fairmont.com
Mobile number :01007493477 / 01026600780
REFERENCES
Available on request.