Ahmed Abdel Fattah

Guest Service Manager at Westin Tysons Corner, Falls Church VA, USA

• United States - Virginia
• January 2014 to December 2017

 Ensuring the smooth and efficient overall day-to-day operations of the Front Desk including Service Express, Concierge and Bell desk.
 Overseeing and assisting the staff members in providing better customer service by following brand standards and to resolve the customer complaints as well as attend to their special requests
 Keeping a track of the inventory supplies and make requisitions according to the requirements, to keep updated reports on the relevant data so that it can be presented during the meetings or whenever requested
 Keeping tabs on the availability of the staff members, especially during the peak season and make subsequent arrangements for hiring the new staff members and training them according to the requirements
 Managing and monitoring activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
 Empowering the front office staff to deliver guest service by encouraging and rewarding responsive guest assistance to meet or exceed hotel GEI scores.
 Supervising Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.