Medhat Shafik

During my tenure, I adapted an innovative strategy to maintain a high quality standard of service to be provided to our guests from various regions of the world including but not limited to North America, Latin America, EU and China.

 Carrying out periodic staff training sessions on “How to perfectly receive and assist a guest throughout his/her holiday". These sessions were conducted to ensure the proper implementation of new measures of quality that include: responsiveness, knowledge, ability to help and making the guest feel valued. I managed to significantly increase staff awareness of the importance of hospitality industry and improved their understanding of a customer -focused services.

 Using standard quality control methods to check and classify all proposed hotels & River Cruises prior to the different arrival seasons. This procedure included:
- Rooms: room size, standard of furniture& decoration, cleanliness, housekeeping efficiency, bathrooms hygiene, standard of amenities & supplies and safety standard.
- Kitchen: judging if HAASP regulations are thoroughly implemented regarding food hygiene, fridges & Freezers temperature, quality of raw material, storage and freight.
- Restaurants: observing standard and etiquette of service, performance of staff (headwaiters, waiters or Bar Tenders) and set up of seating area with its impact on the guest’s comfort
- Dealing with all the different types of complaints, written and verbal, using Shiego Shengo (1909-1990) technique: Zero Quality Control principle, by reducing complaints and improving quality at significantly lower costs.
- Always using the theory Complaint is a Gift (Janelle Barlow, Ph. D., President TMI, USA) in the first 3 months amount was halved
- Being responsible for the wellbeing of the VIP guests and ensuring they receive an optimum standard of service and care at all times.