Guest Relations Director
Orizonia Corporation Spain/Egypt
Total years of experience :22 years, 11 Months
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.
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 - Quality, variety and quantity of food. - Outlets (swimming pool, spa, kids club, recreation areas ….etc...) - Increased employee satisfaction while cutting staff turnover in half by developing staff recognition and accountability programs.
