CHERINE FAWZY MOHAMED
Salalah
Summary
Goal-oriented and highly organized Learning & Guest Service Manager with a strong background in the hospitality industry. Primary objective is to ensure exceptional customer service and guest satisfaction by facilitating smooth communication between departments. Proven track record in staff training, maintaining hotel safety and cleanliness, and handling incident reports. Over 10 years of intensive experience with excellent management and interpersonal skills in busy tourism environments. Confident in ability to lead and train staff effectively. Exceptional data analysis and database management skills for gathering and analyzing statistical data to generate insightful reports. Designs, implements, and evaluates training programs for all hotel staff, ensuring alignment with hotel standards and guest expectations. Acts as a communication hub between guests and team members, providing updates on services and addressing queries or disputes. Continuously strives for improvement, identifying areas for enhancement and leading initiatives to enhance overall service quality.
Overview
22
22
years of professional experience
Work History
Learning & Guest Service Manager
Mercure Hurghada
01.2016 - 11.2021
- Company Overview: Hotel Champion for SUSTAINABILITY since 2017 - 456 rooms
- Quality Assurance: Monitoring and evaluating the quality of services provided to guests, ensuring they meet the hotel's standards
- Handling Guest Inquiries and Complaints: Addressing guest concerns promptly and professionally to ensure satisfaction
- Training Staff: Providing training and guidance to front desk staff on proper guest interactions and service standards
- Managing Reservations: Ensuring accurate recording and updating of all bookings
- Maintaining Lobby and Reception Areas: Ensuring these areas are clean, presentable, and welcoming
- Coordinating with Other Departments: Working with housekeeping, maintenance, and other departments to ensure rooms and facilities meet standards
- Reviewing Guest Feedback: Analyzing feedback to identify areas for improvement and implementing necessary changes
- Ensuring Compliance: Making sure all operations comply with health, safety, and licensing regulations
- Processing Payments: Handling guest payments and maintaining accurate financial records
- Developing Policies and Procedures: Creating and implementing policies to enhance guest services
- Managing Inventory: Keeping track of room keys and other necessary supplies
- Hotel Champion for SUSTAINABILITY since 2017 - 456 rooms
- Monitored staff training, scheduling and shift changes.
- Attended to customer needs, responding to questions, complaints and escalations.
- Developed and implemented promotional strategies to increase occupancy.
Personnel Assistant to the General Manager
Mercure Hurghada
10.2015 - 01.2016
- Company Overview: 456 Room
- Communication: Acting as a liaison between the General Manager and other departments, ensuring smooth communication
- Document Management: Organizing and maintaining important documents, contracts, and records
- Travel Arrangements: Coordinating travel plans, booking flights, accommodations, and transportation for the General Manager
- Meeting Preparation: Preparing materials and presentations for meetings and conferences
- Expense Management: Processing expense reports and ensuring compliance with hotel policies
- Project Assistance: Supporting the General Manager in various projects, from planning events to implementing new initiatives
- Data Entry: Recording and maintaining accurate records of guest information, staff details, and other relevant data
- Correspondence: Managing incoming and outgoing correspondence, including emails and letters
- Event Coordination: Assisting in planning and executing hotel events, such as conferences, meetings, and special occasions
- Confidentiality: Protecting the confidentiality of all correspondences and sensitive information
- VIP Guest Management: Ensuring VIP guests receive personalized attention and services
- Inventory Management: Keeping track of office supplies and other necessary materials
- 456 Room
Personnel Assistant to School Director
Futures Language School
11.2011 - 05.2014
- Administrative Support: Handling daily administrative tasks such as scheduling meetings, managing calendars, and preparing reports
- Communication: Acting as a liaison between the school director and other departments, ensuring smooth communication
- Document Management: Organizing and maintaining important documents, contracts, and records
- Travel Arrangements: Coordinating travel plans, booking flights, accommodations, and transportation for the school director
- Meeting Preparation: Preparing materials and presentations for meetings and conferences
- Expense Management: Processing expense reports and ensuring compliance with school policies
Personnel Assistant to School Director
Futures Language School
08.2008 - 10.2011
- Administrative Support: Handling daily administrative tasks such as scheduling meetings, managing calendars, and preparing reports
- Communication: Acting as a liaison between the school director and other departments, ensuring smooth communication
- Document Management: Organizing and maintaining important documents, contracts, and records
Personnel Assistant to General Manager and Guest Relation Manager
Hotel Sofitel Taba Heights
06.2005 - 07.2008
- As a Personnel Assistant to the Hotel General Manager: Administrative Support: Handling daily administrative tasks such as scheduling meetings, managing calendars, and preparing reports
- Communication: Acting as a liaison between the General Manager and other departments, ensuring smooth communication
- Document Management: Organizing and maintaining important documents, contracts, and records
- Travel Arrangements: Coordinating travel plans, booking flights, accommodations, and transportation for the General Manager
- As a Guest Relations Manager: Guest Communication: Managing guest inquiries, feedback, and complaints, ensuring timely and professional responses
- Guest Services Coordination: Assisting in organizing special services for guests, such as room upgrades, transportation, and reservations
- Data Entry: Recording guest information accurately in the hotel’s systems
- Training Support: Helping to train front desk and guest relations staff on service standards and procedures
- Event Coordination: Assisting in planning and executing events to enhance guest experiences
- Feedback Analysis: Reviewing guest feedback and helping to implement improvements based on the insights gathered
Front Office Duty Manager
Hotel Sofitel Le Sphinx
08.2001 - 05.2005
- Managing Guest Check-ins and Check-outs: Ensuring a smooth and efficient process for guests arriving and departing
- Supervising Front Desk Staff: Overseeing the work of receptionists, concierges, and other front desk personnel
- Handling Guest Inquiries and Complaints: Addressing guest concerns promptly and professionally
- Maintaining Lobby and Public Areas: Ensuring these areas are clean, organized, and welcoming
- Managing Reservations: Keeping track of room bookings and ensuring accuracy in reservation records
- Billing and Payment Issues: Handling any billing or payment-related issues that arise during a guest's stay
- Training and Development: Providing training and guidance to front desk staff on proper guest interactions and service standards
Front Office Supervisor
Hotel Sofitel Le Sphinx
01.2000 - 07.2001
- Supervising Front Desk Staff: Overseeing the work of receptionists, concierge, and other front desk personnel, ensuring they adhere to service standards
- Guest Check-ins and Check-outs: Assisting with and overseeing guest arrivals and departures to ensure a seamless experience
- Handling Guest Inquiries and Complaints: Addressing any issues or concerns guests may have promptly and professionally
- Monitoring Reservations: Ensuring all reservations are accurately recorded and updated in the system
- Lobby and Reception Area Management: Keeping these areas clean, organized, and welcoming
- Training New Staff: Providing training to new employees and ongoing coaching to existing staff
- Coordinating with Other Departments: Liaising with housekeeping, maintenance, and other departments to ensure guest rooms and facilities are in excellent condition
- Reviewing Guest Feedback: Analysing feedback to identify areas for improvement and implementing necessary changes
- Processing Payments: Handling guest payments, resolving billing issues, and maintaining accurate financial records
Education
Bachelor degree - Hotel Management
Helwan University
01.1999
General Certificate of School Education - undefined
College De St.Vancant De Pole French School
01.1995
Primary and Preparatory School - undefined
Religieuse Franciscanne –French School
01.1992
Skills
- Customer Relationship Management (CRM) Software
- Front Desk Operations
- Revenue Management
- Technical Skills
- Calendar Management
- Effective Communication
- Empathy
- Problem-Solving
- Leadership
- Adaptability
- Time Management
- Interpersonal Skills
- Attention to Detail
- Exceptional communication
- Staff training
- Complaint handling
- Staff training and development
Languages
Arabic
Proficient
C2
French
Proficient
C2
English
Proficient
C2
Personal Information
- Place of Birth: Cairo
- Date of Birth: 04/16/77
- Nationality: Egypt
- Marital Status: Married
- Religion: Muslim
Timeline
Learning & Guest Service Manager
Mercure Hurghada
01.2016 - 11.2021
Personnel Assistant to the General Manager
Mercure Hurghada
10.2015 - 01.2016
Personnel Assistant to School Director
Futures Language School
11.2011 - 05.2014
Personnel Assistant to School Director
Futures Language School
08.2008 - 10.2011
Personnel Assistant to General Manager and Guest Relation Manager
Hotel Sofitel Taba Heights
06.2005 - 07.2008
Front Office Duty Manager
Hotel Sofitel Le Sphinx
08.2001 - 05.2005
Front Office Supervisor
Hotel Sofitel Le Sphinx
01.2000 - 07.2001
General Certificate of School Education - undefined
College De St.Vancant De Pole French School
Primary and Preparatory School - undefined
Religieuse Franciscanne –French School
Bachelor degree - Hotel Management
Helwan University
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