Najwa Hafid

• Greet customers in a warm and professional manner,
responding to their requests and ensuring their comfort.
• Manage guest reservations, check-in and check-out via the
Opera Hotel system Property Management Solutions.
• Provide detailed information to guests regarding hotel
services, schedules and local attractions.
• Resolve customer complaints and special requests proactively
and efficiently.
• Coordinate with maintenance, housekeeping and catering
departments to meet guest needs.

• Respond to incoming calls and customer inquiries, providing
accurate information about products and services.
• Handle customer complaints, providing effective and
satisfactory solutions.
• Follow up on requests and ensure customer satisfaction
throughout the process.
• Manage email and chat requests, while maintaining a high
level of customer service.
• Analyze customer needs to provide personalized offers,
thereby improving their experience.
• Work closely with internal teams to resolve technical and
logistical issues.

• Ensure the reception of passengers at the airport, directing
them to the right counters and responding to their requests.
• Manage passenger and baggage check-in operations in
compliance with security rules and internal procedures.
• Provide information on flight schedules, cancellations and last
minute changes.
• Dealing with emergency situations, such as flight
cancellations, by providing passenger-friendly solutions.