Founding Partner
Dahab Guest House
Total des années d'expérience :12 years, 11 Mois
•Created and developed a digitalized methodology for all records and files, financial situation, along with expenses and revenues including but not limited to maintenance agenda, guest information index, and guest check-book
•Generated a substantial structure among hospitality, excursions, facilities management and food and beverage trade obtaining an exceptional and satisfactory guest experience
•Assigned a team of 4, trained, coached and mentored them to drive 10 daily tasks such as housekeeping, maintenance, check-ins and check-outs, etc. ensuring a 40% growth in service quality
•Engaged guests from more than 20 different contrasting nationalities and cultural backgrounds in a positive and effective manner
•Focused on the recognition of all repeated guests by analyzing guest feedback and providing strategic direction to continuously improve the guest experience overall rating
•Maintained a 100% availability 24/7 for all our guests exceeding all guest’s expectations, actualizing a regular overall rating of 5.0 stars and SUPER HOST badge by Airbnb.com for 2 years in a row
•Initiated a Guest Guide Book to grant a 100% accurate local tips and recommendations such as Eatery, Diving, and many other activities which led to a remarkable level of creditability with all of our guests
•Sustained strong interpersonal skills and tailored guest needs which fostered a reputation and increased occupancy by 20%
•Facilitated our guests experience by arranging all kind of transportation (flights, taxis, tours, etc.) as well as visa runs and medical approvals and tests during COVID 19
•Communicated and responded to guest correspondence which includes phone calls, e-mails, surveys, guest comments cards, etc., in a professional and timely manner, achieving positive guest-problem resolution
•Led a team of 15 admins and data entries and, 20 timekeepers to ensure 100% accuracy of attendance, absence and, sick leaves on daily basis
•Created a knowledge base of requests needing governmental approval (e.g. profession change in the ID, technical approvals, entry and exit of the state, etc.) that helped to reduce time spent on administrative tasks by 30%
•Worked closely with management and other departments, (e.g. site management, HSE department, logistics, etc.) to execute successful operations plan Coordinated and developed health and safety programs, increasing employee's participation by 35% which put all departments on track towards a safer and more compliant workforce
•Managed inductions for new joiners and clearance for leavers, improving the onboarding and leaving process by 20%
•Increased productivity and manpower performance level by 10% by administering and coordinating with the transport department to maintain the assets and the resources.
•Organized and facilitated 25 trainings
•Acted as the main contact point for employees with management, that enabled change and drive employee engagement by 20%
•Implemented hiring processes improvements to increase efficiency and reduce unnecessary costs, decreased expenses by 17%
•Tracked employee absences, sick time, paid leave and regular salary increases saving 15 working hours per week which enhanced performance and productivity Involved with employee training and managing 24/7 operations
•Maintained a 100% compliance with the company policies, state laws, and Ministry of Human Resources and Social Development
•Managed and coordinated employee activities, supervised on-boarding of new personnel, and maintained HR files and records ensuring confidentiality of such records
•Processed applications and conducted exit interviews and ensured that necessary employment termination paperwork is completed
•As a team we would handle 11 different types of customer segmentation and back-office duties in customer care department
•Followed and maintained policies and procedures of each division which guaranteed a wide range of customer satisfaction and gratitude by all divisions Kept a 100% availability during rush time which provided a sustained average rate of 92% among all divisions service
•Resolved over 45 customer issues per day, boosting customer service reviews Ranked #1 in quality assurance and customer retention rate
•Supervised platform implementation for customer service department (ticket solving decreased by 15 min)
•Attained the Extra Mile methodology with all customers which empowered me to obtain an official recognition with highest NPS
•Promoted to SPOC and took over on spot escalations which enabled me to improve customer experience by 40% and reduced escalations by 15%
•Constantly monitored the fluctuating property market to maintain in-depth knowledge which resulted a 7% increment in our market share
•Presented all information to the client on the benefits of vacation ownership with us founding with that a trustworthy relationship
•Created and supervised a project for Re-investment and Long-term lease contracts which achieved an added-value of 900.000 EGP
•Created new customer relations strategy that yielded a department client promoters rate of 70%
•Able to persuade clients into purchasing preview packages and attending vacation ownership sale presentations
•Completed property tours and discuss client needs which led to a 95% successful sales process
•Coordinated with maintenance and facilities departments for units handing over which maintained a high level of service delivery, safety and client satisfaction Ensured 100% customer satisfaction by identifying and resolving customer needs leading to excellent client relations