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khaled issa, Guest Service Specialist

khaled issa

Guest Service Specialist·Aroya Cruises

Jordan

Diploma, Hospitality

Work experience

Total years of experience: 9 years, 9 months

Guest Service Specialist

September 2025 - March 2026

Aroya Cruises

Jeddah, Saudi Arabia

September 2025 - March 2026

• Delivered high-quality service to 20+ guests daily in a 3, 362-room cruise property
• Resolved 5+ guest complaints daily, improving satisfaction and service recovery
• Reduced check-in/out time by 3 minutes through process optimization
• Assisted guests with reservations, inquiries, and personalized services
• Collaborated with a team of 12 staff to maintain smooth operations
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Hotel Administrative Support

January 2025 - August 2025

Aroya Cruises

Jeddah, Saudi Arabia

January 2025 - August 2025

• Supported 4 departments: F&B, Guest Services, Clearance, Shore Excursions
• Managed 5+ daily operational requests with high accuracy
• Assisted guests and improved workflow coordination
• Maintained records, schedules, and internal communication
Company industry:
Hospitality & Accomodation

Front Office Manager

May 2023 - May 2024

The Signature Hotel,

Jeddah, Saudi Arabia

May 2023 - May 2024

• Managed operations for an 80-room hotel
• Supervised and trained 6-8 employees
• Handled 100-160 daily guests efficiently
• Increased guest satisfaction by 30%
• Improved check-in/out efficiency and reduced complaints
• Managed VIP arrivals, reservations, and reporting
Company industry:
Hospitality & Accomodation
Job role:
Management

Quality Manager

January 2023 - May 2023

Ashtar Tours,

Amman, Jordan

January 2023 - May 2023

• Led quality control for a team of 12 employees
• Reduced customer complaints through monitoring and follow-up
• Conducted audits and improved service standards
• Prepared quality reports and implemented improvements
Company industry:
Travel Agency
Job role:
Quality Control

Reservations Supervisor

November 2022 - January 2023

Al-Emadi Hospitality,

Doha, Qatar

November 2022 - January 2023

• Managed high-volume reservations for 3, 000+ rooms
• Supervised a team of 4 employees
• Handled corporate and VIP bookings
• Used Opera PMS for reservations and reporting
• Improved occupancy and coordination with departments
Company industry:
Hospitality & Accomodation
Job role:
Sales

Corporate & E-Commerce Sales Manager

December 2020 - November 2022

Action Group (Mobile),

Amman, Jordan

December 2020 - November 2022

• Increased sales by 10%-30%
• Managed 30+ corporate clients
• Oversaw 500+ monthly orders
• Supervised a team of 2 employees
• Managed online sales platforms and reporting
Company industry:
Household Appliances

Reservations Manager

August 2019 - August 2020

Amman Cham Palace Hotel

Amman, Jordan

August 2019 - August 2020

• Managed reservations for a 114-room hotel
• Processed 30-50 bookings daily
• Increased occupancy by 20%
• Supervised a team of 3 employees
Company industry:
Hospitality & Accomodation
Job role:
Management

Reservations Manager

January 2019 - August 2019

Grand View Hotel,

Amman, Jordan

January 2019 - August 2019

• Managed 140-room hotel reservations
• Increased revenue by 10%-30%
• Supervised a team of 4 employees
Company industry:
Hospitality & Accomodation
Job role:
Management

Front Office Supervisor

January 2017 - January 2019

Mena Tyche Hotel – Al Hokair Hospitality

Amman, Jordan

January 2017 - January 2019

• Supervised front office operations (180 rooms)
• Managed 50-100 daily guests
• Increased satisfaction by 20%-30%
• Led a team of 6 employees
Company industry:
Hospitality & Accomodation
Job role:
Customer Service and Call Center

Receptionist / Reservations / Night Auditor

September 2015 - November 2018

Amman Cham Palace Hotel

Amman, Jordan

September 2015 - November 2018

• Managed front desk operations and night audit
• Assisted 10-30 guests daily
• Ensured accurate financial reporting
• Worked independently with full responsibility
Company industry:
Hospitality & Accomodation
Job role:
Administration

Education

Vocational Training Center – Amman

January 2015

January 2015

Diploma, Hospitality

Jordan

Omar bin alkhattab high school

June 2011

June 2011

High school or equivalent, Information technology

Jordan

تم انها متطلبات النجاح بمعدل 57.33

Skills

Hotel Management
Expert
Hotel Management
Expert
Administrative
Expert
Administrative
Expert
Client Service
Expert
Client Service
Expert
Front Office
Expert
Front Office
Expert
Hotel Reservations
Expert
Hotel Reservations
Expert
Use Microsoft office and internet
Intermediate
Use Microsoft office and internet
Intermediate
Sky horizon systems
Expert
Sky horizon systems
Expert
Opera system
Intermediate
Opera system
Intermediate
Interacting with others and sharing experiences
Intermediate
Interacting with others and sharing experiences
Intermediate
mail
Expert
mail
Expert
typing
Intermediate
typing
Intermediate
office administration
Expert
office administration
Expert
office work
Expert
office work
Expert
order
Intermediate
order
Intermediate
marketing
Intermediate
marketing
Intermediate
opera
Expert
opera
Expert
outlook
Intermediate
outlook
Intermediate
problem solving
Expert
problem solving
Expert
receptions
Expert
receptions
Expert
labor management
Intermediate
labor management
Intermediate
operation
Intermediate
operation
Intermediate
sales representatives
Intermediate
sales representatives
Intermediate
tourism
Intermediate
tourism
Intermediate
Customer Service
Intermediate
Customer Service
Intermediate
Sales
Intermediate
Sales
Intermediate
Data Entry
Intermediate
Data Entry
Intermediate
Management
Intermediate
Management
Intermediate
Receptionist
Intermediate
Receptionist
Intermediate
Microsoft Word
Intermediate
Microsoft Word
Intermediate
Translation
Intermediate
Translation
Intermediate
Telephone
Telephone
Microsoft PowerPoint
Intermediate
Microsoft PowerPoint
Intermediate
Planning
Intermediate
Planning
Intermediate
Administration
Intermediate
Administration
Intermediate
Microsoft Office
Intermediate
Microsoft Office
Intermediate
Public Relations
Intermediate
Public Relations
Intermediate
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Front Office
Intermediate
Front Office
Intermediate
Travel
Intermediate
Travel
Intermediate
Airlines
Beginner
Airlines
Beginner
Galileo
Beginner
Galileo
Beginner
Data Input
Intermediate
Data Input
Intermediate
Call Center
Expert
Call Center
Expert
Customer Care
Expert
Customer Care
Expert
CULINARY ARTS
Intermediate
CULINARY ARTS
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
CUSTOMER RELATIONSHIP MANAGEMENT
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY
Intermediate
HOSPITALITY MANAGEMENT
Intermediate
HOSPITALITY MANAGEMENT
Intermediate
MICROSOFT TEAMS
Intermediate
MICROSOFT TEAMS
Intermediate
OFFICE PROCEDURES
Intermediate
OFFICE PROCEDURES
Intermediate
PROCESS IMPROVEMENT
Intermediate
PROCESS IMPROVEMENT
Intermediate
STRATEGIC PLANNING
Intermediate
STRATEGIC PLANNING
Intermediate
Confidentiality
Expert
Confidentiality
Expert
التحدث
Expert
التحدث
Expert
Formatting
Expert
Formatting
Expert
Organizing
Expert
Organizing
Expert

Languages

English

Intermediate

Arabic

Native Speaker

Training and Certifications

Certifications
Negotiation Skills & Positive Thinking
Effective Communication Skills
Public Relations & Customer Service
Telephone Handling Course
Public Safety
Personal Safety & Social Responsibilities
Personal Survival Techniques
Security Awareness for Seafarers
Elementary First Aid
Fire Prevention and Fire Fighting
Training
دبلوم فندقي
التدريب المهني
Jan 2014

Hobbies and interests

الرياضة، السباحة،