Mostafa Mabrouk

Ensured all reservation inquiries were handled promptly to prevent revenue loss.
Trained and mentored team members to enhance reservation selling skills.
Resolved guest issues eAectively to protect company revenue and maintain satisfaction. Developed schedules to ensure optimal call coverage, minimizing lost calls and maximizing booking conversions.
Monitored call conversion metrics and presented results through daily, weekly, and monthly reports. Maintained reservation and administrative procedures in line with company standards.
Conducted employee performance reviews, succession planning, and identified process improvements.

* Support Reservation Director in managing reservation operations.
* Ensure accurate and timely recording of bookings.
* Provide exceptional customer service and handle inquiries.
* Assist in training and supervising reservation staff on OPERA PMS system and telephone etiquette.
* Collaborate with Revenue Management for pricing strategies.
* Analyze data to identify booking trends and revenue opportunities.
* Manage room inventory and allocations efficiently.
* Maintain effective communication with other departments.
* Uphold quality standards and compliance & address and resolve reservation-related issues promptly

• Oversaw guest arrivals and departures, ensuring seamless operations.
• Managed VIP guest experiences and monitored club lounge services.
• Prepared monthly and daily revenue reports and supported rate strategy actions.
• Ensured pricing policies and internal audit procedures were applied effectively.
• Handled group bookings and room blocks forecasts.

Check emails and handle different tiers of reservations
Provide assistance to everyday sales reservation executive, develop, evaluate sales calls, and provide efficient training program too staff
Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Coordinate with front desk and ensure response to all special guest requests, in addition, make all reservations appropriately
Collaborate with reservation sales associate to resolve all guest issues and recommend appropriate measures where required and process all electronic reservations and ensure accuracy in it

Administer productivity of staff and ensure achievement of all departmental goals, and oversee all reservation activities for facility
Maintain record of all bookings, ensure compliance to all guest demands, and manage all enquiries
Monitor hotel inventory and provide training to staff for all reservation activities in addition
Develop and maintain professional relationships with all departments of hotel
Supervise schedule of all call volume and collaborate with convention services on everyday basis
Check in /check out and helping, assisting the guests with our service
Handle all pay master issues with accounting and sales and marketing Dept
Handle queue calls and respond to guest query
Check the guest retention for repeater guests
Check credit risk on daily basis.

• Processed reservations through various channels, ensuring accuracy and compliance with
credit policies.
• Upsold rooms to increase revenue and handled special requests efficiently.

* Greeting visitors to the facility warmly and offering them help immediately.
* Providing customer support.
* Answering questions about products or services offered at the business.
* Making clients and visitors to the site feel welcomed and answering all of their questions.
* Prepare bills and take payments.
* Deal with complaints and problems.
* Offer hotel membership for all guest

* handle and prepare all reports

* handle call and respond to guest inquiry

* handle lost and found

* assisting front office to check room status

* handle maintenance order with engineering

• Managed room service orders and provided excellent guest support.