Nour Ghobrial - Hosco
Abram Awad Gabriel
Email: abram.awad86@ Mobile: (+971) 0563287611
PERSONAL DETAILS
Nationality: Egyptian Date of Birth: 01-05-1992 UAE Driving License: Valid
Marital status: Single Military status: Exempted
CAREER PROFILE
Caring and professional guest service agent with nearly 7 years of working experience. Excellent communication skills, both interpersonal and professional, able to build strong relationships with customers and encourage return business. Organized and familiar with administrative duties. Extensive experience working with other service agents and collaborating to create the best possible experience for guests. A history of succeeding in the service industry while providing unmatched customer service at all times.
CAREER OBJECTIVE
To obtain a challenging position where my educational background and practical experience can be utilized, especially in customer service and hospitality, and to seek the opportunity for professional growth and stability.
KEY SKILLS
• Excellent communicator able to engage with people of all ages, cultures and professions
• Delivers efficient customer service
• High level of problem solving skills
• Ability to work under pressure
• Adept at public speaking, group presentations and instruction
PERSONAL ATTRIBUTES
• Open-mindedness to the opinions and ideas of others
• Possess cultural sensitivity
• Excellent interpersonal skills
• Customer focused with a helpful, friendly and approachable manner
EDUCATION
• Bachelor of Tourism and Hotels – Tourist Guidance Division
Alminya University, Egypt
Alminya, Egypt, 2009-2014
• Tour Guide License - May 2015
• English Language Course at Eton Institute Dubai (Upper Intermediate Level) Feb 2017.
LANGUAGE SKILLS
Arabic: Native English: Fluent Italian: Basic Russian: Basic
WORK HISTORY
05/2017- Present Majestic City Retreat Hotel (Formerly Majestic Hotel Tower) Dubai, UAE.
Position: Guest Service Agent
Responsibilities:
• Welcome desk operations involving the arrival and departure formalities.
• Monitoring and organizing all cashiering and financial tasks at the desk and taken the ownership of maintaining the open balance report.
• Knowing room locations, typing of rooms available, and room rates
• Using Suggestive Selling Techniques to sell / upsell rooms and promoting other service of the hotel in order to maximize revenue, Possessing working Knowledge of the reservation department, takes same day reservations and future reservation whenever necessary, Knowing Cancellation Procedures.
• Builds strong relationships with customers, Guests and Team Members in order to
gain full understanding of their needs and work to serve them effectively.
• Working closely with the Housekeeping department in keeping room status reports up to date and coordinates requests for maintenance work.
• Assisting in supervisory tasks, attending to guest complaints and including resolutions to various FO related challenges.
• Following up with financial and cashiering matters and ensuring that all financial matters are in accordance with the Hotel standard.
• Meeting guest complaints, ensuring all VIP and Regular guests' arrival and departure experience are met, anticipate in sold-out situations and obtain satisfactory alternative accommodations
04/2016 – 05/2017 Sheraton Grand Hotel, Dubai UAE.
Position: Guest Service Centre Agent / Telephone Operator
Responsibilities:
• Member of the Guest Services Centre team of Sheraton Grand Hotel, Dubai and having completed all Starwood online training required for the job.
• Responsible of delivering five-star Signature Telephone Services to in house and non in house guests and visitors.
• Head liaison and main point of contact between guests and all hotel departments. Assisting guests with requests to ensuring maximum guest satisfaction is delivered.
• Handle all duties related to telephone department and "Star Guest" programme in line with Sheraton Brand Standard.
• Comply with quality assurance expectations and standards.
• Controlling and ensure consistent proper communication of emergency situations to the hotel department heads.
06/2015 – 04/2016 Stella Di Mare Sea Club Hotel and Resort, Ain Soukhna, Egypt. Position: Front Desk Agent.
Responsibilities:
Front Office operations check in and check out formalities, cashiering, ensuring guest satisfaction in all areas from the arrival to the departing experience. Contributed to assisting, guiding, and coordinating the large Russian market at the hotel in order to meet all of their needs.
08/2012 - 10/2014 Sheraton Sharm El Sheikh Resort and Spa, Egypt.
Position: Senior Sales Agent in Camel Bazaar and gift shop.
Responsibilities:
• Ensure smooth running in all aspects of the shop in order to generate a profit.
• General understanding of the principles of sales.
• Deliver excellent customer service that ensures ongoing sales ad high level of customer satisfaction.
• Work with customers to determine their needs and then recommend the right products to solve their problem.
• Develop and cultivate strong buying relationships with customers.
• Ability to achieve and exceeds sales target set by the manager or the owner.
04/2011 – 08/2012 Domina Coral Bay Resort and Spa, Sharm El Sheikh, Egypt.
Camel Bazaar Gift shop - Sharm El Sheikh
Position: Sales Agent
Responsibilities:
• Sales
Achievement & Certificates:
2018 - Cross Training in the Sales and Marketing Department at Majestic Hotel Tower, Dubai.
- Cross Training in the Reservations Department at Majestic Hotel Tower, Dubai.
- Employee of the Month Award for the month of February at Majestic Hotel Tower, Dubai.
2017 - Lobster ink online training in Front Office (Front Office short course, Front Office Professional, Reservations, Luxury Hospitality and Luxury Hospitality Bench Mark).
2016 - Linked in online training "Business Etiquette- Phone, Email, and Text"
2013 - Russian Language Course 2 Levels at Miniya University, Egypt.
SOFTWARE SKILLS
Good Command Computer knowledge including:
• MS Office
• PMS Opera
• Fidelio System
• Internet tools
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