أحمد ماهر

• Managed a hotel with 185 rooms
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Worked effectively in fast-paced environments.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Directed all hotel operations for a 185- rooms Property.
• Improved hotel revenue performance through strategic pricing, sales initiatives, and revenue management practices.
• Led and developed departmental teams to improve guest satisfaction and service quality.
• Controlled Operating costs while maintaining service standards.
• Ensure compliance with company policies, health, safety, and quality standards.

Mirage bay 700 rooms Big aqua parks & unique location Previous Lili Land Hotel

• Managed daily operations of a 700-room resort and aqua park.
• Improved operational efficiency and guest experience across all departments.
• Oversaw budgeting, forecasting, and revenue optimization.
• Led pre- opening and restructuring initiative to enhance profitability.
• Strengthened sales performance through strategic marketing activities.

Building Houses to sell and rent

Hotel offers 595 Rooms

• Directed daily hotel operations and coordinated all operational departments.
• Maintained service quality standards and guest satisfaction objectives.
• Optimized departmental performance and operational efficiency.
• Supervised manpower planning, budgeting, and cost control measures.
• Ensured compliance with company policies, health, safety, and quality standards.

Elysees hotel 285 rooms Dream Beach, open Beach 620 sunbeds included two unique floating pier with sunbeds Fully involved operationally with high visibility in the day to day business of the hotel. Setting effective systems and controls to ensure the consistent smooth running of departments
o Managing a multi-cultural team
o Customer Service Ambassador in all aspects
o Implementation of the marketing plan, budget and goals program of the hotel to ensure on-going optimum guest satisfaction
o Building of an efficient team of employees by taking an active interest in their welfare, safety and development
o Managing the Hotel Executive team and overall hotel targets to deliver an excellent Guest experience.
o Managing profitability and guest satisfaction measures
o Managing a team of 250 members including Heads of Department
o Efficient running of the department in line, whilst meeting employee, guest and owners expectations.
o Implementing smooth operation and efficient running of the Department while meeting departments objectives.
o Manage ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded
o Ensure all decision are made in the best interest of the Hotel
o Hold regular briefings and communication meetings with the HOD team
o Ensure costs are controlled and revenue opportunities are effectively sourced and delivered.
o Actively participate in the development of all key managerial positions and manage effectively labor turnover, recruitment and employee development within budgeted parameters
o Establish a proactive approach to the selling, marketing and merchandising of the full portfolio of activities throughout the hotel
o Work in partnership and develop a close relationship with owners and asset managers
o Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action

Key Achievements
• Award of Excellence from the Ministry of tourism 2014, only four Hotels out of 270 Hotels at Hurghada Got this Certificate.
• Increase the Hotel revenue over the budget, an increase which was recognized as the highest comparing previous periods.
• Decrease the expenses 20%
• Increasing the Guest satisfaction on the web sides
• Significantly improved absence results and staff turnover, reducing staff turnover from 30% to 3% and absence from 10% to less than 1%.This was achieved through improving staff communication systems, introducing absence procedures and through developing team spirit.
• Achieved to have new Marina by Dream Beach to increase the Beach Capacity 130 seats more.
• Create 2 Kids Club for different ages
• Create luxury conference room 100 seats.
• Implement Laundry & Engineering Department & New Staff Housing & New Accounting, IT, Personnel & Security Offices
• Set Fish Restaurant at Dream Beach
• Add Volleyball field & main Restaurant Buffet
• Using Solar Heating System for all rooms
• Increasing The Hotel Rooms by creating new extension 100 rooms

• Managed all hotel and beach resort operations.
• Increased guest satisfaction through service quality improvements.
• Led revenue growth and cost optimization initiatives.
• Developed and mentored department heads and operational teams.
• Maintained profitability while ensuring high service standards.

Makadi Palace & Family Star Makadi Palace Hotel 511 rooms, 5*deluxe hotel Family Star 57 suit 5*deluxe hotel
o Replace the General Manager
o Leading the Rooms Division team ( FO & HK & ENG and recreation)
o In consultation with the General Manager prepare the Rooms Division business plan and financial budget.
o Actively manage and optimize revenues across all income streams of the property.
o Facilitate the smooth running of the room division departments through adequate supply of materials and equipment.
o Observe and comply with the companys requisition and purchase order system
o Ensure effective interdepartmental communication at all times.
o Lead, motivate and develop all direct reports to achieve agreed business outcomes and objectives.
o Identify appropriate training and development needs and communicate these to Human Resources.
o Demonstrate leadership by setting a positive and professional example for others.
o Be prepared to give and receive feedback on all matters pertaining to the performance and conduct of the team, individuals and self.
o Manage the welfare of all direct reports with a view to developing a positive and harmonious work place.
o Actively observe all workplace health and safety requirements and report any issues to the relevant department manager.
o Effective implementation of service standards.
o Implementation of rooms division policies and procedures.
o Customer satisfaction.
o Manage department operating expenses within budget guidelines.
o Ability to innovate and introduce new service initiatives.
o Assigned projects completed within designated timeframes.
o Effective inventory management and control systems.
o Staff retention and engagement.
o Maintains a professional and organized work environment.
o Reports, presentations and other administrative duties are of a consistently high standard.
o Assists in successfully planning, developing, implementing, and evaluating of the quality of propertys rooms.
o Ensures Rooms Operations meet the brands standards and targets customer needs. Strives to continually improve guest and Employee satisfaction and maximize the financial performance of the department.
o Ensures that standards and procedures are being followed. Assists in leading specific team while meeting or exceeding property goals
o Uses all available on the job training tools for employees; supervises on-going training initiatives and conducting training when appropriate.
o Communicates performance expectations to employees in accordance with job descriptions for each position.
o Participates in the employee performance appraisal process.
o Coaches, counsels and encourages employees.
o Interviews and assists in making hiring decisions.
o Participates in employee progressive disciplinary procedures as required.
o Schedules employees to business demands and for tracks employee time and attendance.
o Assists in performing the payroll function.
o Oversees daily shift operations and ensures compliance with all policies, standards and procedures.
o Drives positive employee engagement by conducting the
Department feedback sessions and creating action plans to address open concerns.

o Supervise front office operations during assigned shift including:
o Maintenance of guest information
o Maintenance of information about local events
o Compile occupancy statistics
o Supervise group bookings
o Assisting with serious complaints
o Supervise cashiering activities during shift including:
o Cash handling and banking procedure
o Dealing with irregular payments

• Managed Rooms Division, Front Office, Housekeeping, and Guest Services.
• Achieved high occupancy and guest satisfaction levels.

Dealing with 1600 Guest, Occupancy Not Less than 85%
Schedule the Front Office Receptionists/Cashiers to provide maximum service to guests within budgeted guidelines. Train Receptionists/Cashiers and supervise them in the performance of their duties. Conduct performance evaluations and discipline employees when needed.
o Communicate closely with the Night Manager and other Assistant Managers to ensure follow-up on any special problems, guest requests, etc.
o

| 828 Rooms | 5-Star Deluxe Resort
• Managed front office operations with occupancy levels exceeding 85%
• Supervised a large team of receptionists, cashiers, and guest service staff.
• Controlled room inventory, reservations, and guest relations.
• Improved operational efficiency and service delivery standards.
• Ensured accurate financial and administrative front office procedures.

Grand Resort Supervise front desk associates to ensure all hotel policies, procedures, regulations and standards are followed.
• Ensuring that front desk operations runs smoothly in a professional manner at all times.
• Perform all front desk related responsibilities and duties when assigned or required.
• Assume leadership in the absence of front desk manager
• Ensure appropriate and adequate training of all front desk associates including all on-the-job, off-the-job and 15min training.
• Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs;
• Be familiar with Hotel services, operational hours and ongoing promotions.
• Have a thorough knowledge of the Company products and services.
• Maintain good working relationship with all hotel departments.
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• Have a good knowledge of local area and surrounding facilities.
• Provide recommendations and direction to guests whenever needed.
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• Check House Count to establish selling strategy for the shift.
• Monitoring it regularly during shift and responding to any changes.
• Ensure daily all forms of communication are used to full capacity and relevant information is handed over to the next shift throughout the shift and briefings.
• Demonstrate and promote quality awareness amongst front office desk team.
• Seek ways to improve and maintain guest satisfaction scores for all front desk associates.
• Ensure all require reports are printed, performed and filed according to the standards.
• Ensure smooth check-in and check-out of all guests, and proper handling of all guest accounts.
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• Supervise VIP and Company Rewards arrivals.
• Ensure all guest requests are met and special requirements/preferences are taken into account.
• Ensure that all arrivals, departures, no shows, extensions, amendments and System related matters are performed on a timely manner in order to avoid further confusion.
• Ensure that all concerned departments are informed in regards of room moves, no-shows, early arrivals, special requests, repeat guests or other guest preferences.
• Be fully aware of Credit Policy and supervise compliance. Inform your manager and concerned departments about any possible credit risks.
• Have a thorough knowledge on virtual concierge and ensure that all guest requests and information updated in the system and communicated to other departments.
• Supervise accurate and thorough Bucket Check.
• Encourage all associates to keep working areas clean and tidy.
• Understand all front office sections and their operational requirements.
• Run the night operations for the hotel; ensure proper closing of the day and delivery of the reports.
• Identify and resolve guests problems efficiently and resolve to the guest satisfaction
• Have a thorough knowledge of all Emergency Procedures
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• Supervise guest registration and all relevant registration details required by the country law.
• Assuring that all front office receptionists are continually updated with hotel rates, packages and discounts
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• Supervise compliance of FO Receptionists in Cash handling procedures to maintain an accurate float.
• Be security conscious at all times and inform Manager on Duty of anything suspicious.
• Prepare and ensure timely delivery of daily reports to other departments as well as executive office
• Develop knowledge about frequent guests and their special requests and needs.
• Ensure the information is updated and maintained in guest profiles accordingly.
• Each associate is expected to carry out, within their capabilities, all reasonable requests by management
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• Flexible according to the business need
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• Excellent approach to customer service
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• Strong organizational skills; always practice Clean as you go

• Supervised front desk operations and guest service activities.
• Trained and coached front office associates.
• Ensured compliance with company policies, health, safety, and quality standards.
• Handled guest complaints and operational challenges effectively.

Grand Hotel Hurghada 549 rooms, 5* Resort Hotel
o Complete designated cashier and closing reports in the computer system. Review shift logs/daily memo books and document pertinent information in logbooks.
o Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem.
o Process all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and activating and issuing room key.
o Sell a room/accommodation to guests without reservations based on availability.
o Ensure rates match market codes and that any exceptions are documented.
o Ensure checks that come from outlets (e.g., Health Club, Retail Shop) are scanned and charged to room.
o Assist management in training, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
o Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
o Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional; maintain confidentiality of proprietary information; protect company assets.
o Welcome and acknowledge all guests according to company
• Standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation.
o Speak with others using clear and professional language; answer telephones using appropriate etiquette.
o Develop and maintain positive working relationships with others.
o Ensure adherence to quality expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift.
o Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
o Perform other reasonable job duties as requested by Supervisors.

• Coordinated daily front office activities during assigned shifts.
• Managed cashiering procedures and guest accounts.
• Maintained service quality and operational standards.
• Supported guest relations and problem resolution.

o Offer consistently professional, friendly, warm and engaging service
o Give a warm welcome and check in experience to the guests.
o Check out of departing guest in accordance with the established standards
o Sell rooms to walk-in guests.
o Responsible for cash inventory, cashing cheques and bills of exchange in foreign currencies for hotel guest in accordance with the credit policy
o Cooperate with colleagues from all departments, in particular Housekeeping, Accounts and Reservation
o Ensure that the Front Desk is manned, operationally prepared and stocked at all times in order to be available for guests as a point of contact
o Maintain the privacy of all guests by ensuring that no details of the guests are disclosed
o Demonstrate a complete understanding of the hotels policies and procedures and service standards and have full knowledge of the hotel facilities and happenings

• Delivered guest reception, cashiering, and reservation services.
• Maintained high standards of customer service and guest relations.

• Night shift
• Reservations
• Switchboard
• Guest Relations
• Accounts

Other Experience

• Completed comprehensive training in Front Office, Reservations, Guest Relations, Accounts, and Night Audit.