Reservations Manager
Grand Hyatt Doha
Total years of experience :14 years, 9 Months
Complete in charge of the Reservations department of a 340 room hotel
• Leading a team of 3 Reservations Guest Service Officers and 2 Team Leaders
• Looking after all the aspects of the function including voice call process improvement, employee engagement and training and development of the staff members
• Trouble shooting system led issues
• Manage online travel agents and inventory maintenance on their extranets
• Manage inventory in the absence of Director of Revenue
• Providing guest feedback in weekly revenue meetings
• Conduct daily, weekly and monthly meetings with the staff on pertinent operational issues
• Reporting to: Director of revenue
Grand Hyatt Doha:
• Training and Development: Conducted several trainings on the subject of Voice call and Reservations process. Improved official voice call audit scores from 65% to 90%
• Team Handling: Re structured the reservations department and adopted a different approach to team handling. Delivered a Gallup score of 4.9 out of 5, highest in the hotel
• Started an up selling program for the first time for the team which improved the Suite and Club room type sale for the hotel
• Worked closely with booking.com and increased production from 2 to 9 rooms per day in 2012 versus 2011
• Shouldered the responsibility to train the Front desk staff for making reservations in the CRS
• Developed an easy to follow selling model for the Reservations agent that improved performance and guest satisfaction.
Bachelor's degree in Hospitality Management from Suez Canal University, Egypt, Graduated 2003
Completed the certification course in Hospitality Management from Hotel Management technicality institute, Port Said in the year 1999.
-Hotel secondary specialized school, Ismailia in the year 1997.