Mariam Samir Kamal Gad
Rome
Summary
Dynamic Operation and Guest Relation Executive with a proven track record at Locanda Alla Romana Ristorant, enhancing customer satisfaction through innovative problem resolution and exceptional interpersonal skills. Successfully mentored junior staff, elevated service standards, and streamlined operations, fostering a positive work culture and reducing employee turnover.
Overview
6
6
years of professional experience
Work History
Operation and Guest Relation Executive
Locanda Alla Romana Ristorant
04.2023 - 04.2025
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Elevated customer service standards by introducing new training programs for front-line staff.
- Improved stakeholder satisfaction with regular communication and updates on project progress and outcomes.
- Reduced employee turnover by establishing robust hiring process and fostering positive work culture.
Hotel Front Desk Receptionist
Paramount Hotel Midtown 5 Star Hotel
02.2022 - 03.2023
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Promoted additional services offered by the hotel for increased revenue generation through upselling techniques.
- Processed group bookings accurately, streamlining coordination efforts between departments involved in event planning.
- Utilized strong communication skills to effectively relay important information between staff members and management teams.
- Resolved service-related problems and documented actions in system.
- Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Completed late check-ins and directed guests to rooms and facilities.
- Assisted management in reviewing operational procedures periodically, suggesting improvements when needed.
- Trained new hires on front desk procedures, enhancing overall team efficiency and productivity levels.
- Monitored hotel's budget and financial records.
- Monitored staff performance and provided feedback and guidance.
Hotel Front Desk Receptionist
Metropolitan Hotel Dubai
05.2020 - 11.2021
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
Recreation Receptionist (Trainee)
Grand Cosmopolitan Hotel 5 Stars
01.2020 - 04.2020
- Demonstrated punctuality and reliability by consistently arriving on time for shifts and completing assigned tasks efficiently.
- Maintained detailed records of incoming deliveries, ensuring proper distribution or storage as required.
- Assisted in inventory management, ordering supplies as needed to maintain a well-stocked reception area.
- Aided in the training of new receptionists, sharing acquired knowledge and best practices for successful performance in the role.
- Welcomed visitors warmly upon entry, providing exceptional first impressions of the company.
- Collaborated with team members on various administrative tasks, enhancing overall office productivity.
Hostess & Waitress
Grand Cosmopolitan Hotel 5 Stars
01.2019 - 01.2020
- Answered customer questions about hours, seating, and menu information.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported needs of [Number]- person wait staff who attended to specific needs of countless customers daily for [Type] restaurant with social relevancy and intentionality.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Helped facilitate cooperation between service and kitchen staff to professionally meet guest needs and resolve problems.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
Education
Bachelor of Arts - Social Services
Social Service
Egypt Alessandria02-2019
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Customer relations
- Problem resolution
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Beginner (A1)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operation and Guest Relation Executive
Locanda Alla Romana Ristorant
04.2023 - 04.2025
Hotel Front Desk Receptionist
Paramount Hotel Midtown 5 Star Hotel
02.2022 - 03.2023
Hotel Front Desk Receptionist
Metropolitan Hotel Dubai
05.2020 - 11.2021
Recreation Receptionist (Trainee)
Grand Cosmopolitan Hotel 5 Stars
01.2020 - 04.2020
Hostess & Waitress
Grand Cosmopolitan Hotel 5 Stars
01.2019 - 01.2020
Bachelor of Arts - Social Services
Social Service
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