Summary
Overview
Work History
Education
Skills
References
Certification
Languages
Timeline
Generic

Shirien Salah

Abu Dhabi

Summary

Customer Service Specialist with over 7 years of experience in hospitality, guest relations, and client service. Proven track record of enhancing customer satisfaction, resolving complaints efficiently, and supporting high-volume front desk operations. Skilled in OPERA PMS, Micros, CRM systems, and Microsoft Office Suite. Adept at communication, problem-solving, and building strong client relationships. Seeking to contribute expertise to a customer-focused organization.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Guest Service Agent / Villa Host - Butler

Nurai Island Hotel
02.2019 - Current
  • Delivered exceptional guest service, handling inquiries, reservations, and check-ins/check-outs.
  • Provided VIP butler services, anticipating and fulfilling individual guest needs.
  • Investigated and resolved customer complaints promptly, improving satisfaction ratings.
  • Coordinated with housekeeping and maintenance to address guest requests and room issues.
  • Maintained accurate guest records and updated reservation systems efficiently.
  • Promoted hotel services and amenities to enhance guest experience.

Guest Relationship Officer

Nurai Island Resort
10.2016 - 01.2019
  • Welcomed and assisted VIP guests, ensuring adherence to brand service standards.
  • Managed travel arrangements, special requests, and event coordination for guests.
  • Actively listened to and resolved customer concerns to maintain high satisfaction.
  • Collaborated with team members to improve service delivery and operational efficiency.
  • Maintained detailed arrival lists, guest profiles, and service notes in the PMS system.

Education

Bachelor of Commerce -

Nile University
01.1998

Diploma - Information Technology

Computer Man College
01.1998

Skills

  • Customer Service Excellence
  • Guest Relations Management
  • Complaint Resolution & Conflict Management
  • VIP Client Handling
  • Communication & Interpersonal Skills
  • Front Desk & Reservations Management
  • Time Management & Multitasking
  • Team Collaboration & Leadership
  • Attention to Detail
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • OPERA PMS
  • Micros POS
  • CRM Software (Salesforce, Zendesk)
  • Telephone Etiquette & Call Handling
  • Data Entry & Record Management
  • Sales, Upselling & Cross-Selling
  • Empathy & Active Listening

References

Available upon request

Certification

  • Butler Service Certificate - 2019
  • Villa Host Certificate - 2023

Languages

Arabic: Fluent
English: Fluent

Timeline

Guest Service Agent / Villa Host - Butler

Nurai Island Hotel
02.2019 - Current

Guest Relationship Officer

Nurai Island Resort
10.2016 - 01.2019

Diploma - Information Technology

Computer Man College

Bachelor of Commerce -

Nile University

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Shirien Salah