CURRICULUM VITAEPersonal Data:

Name : Ramy Mohamed ShawkyDate of birth : 16th of June 1982Marital status : Engaged Military status : Exempted Nationality : EgyptianContact info :

Mobile +971 507017682E-mail :Ramy.shawky82@yahoo.com

Objective:Seeking new stable challenges, which effectively utilize develops and enrich my experience in a progressive stable organization that offers opportunities for learning, training and advancement.Education:B.A in Accounting from Alexandria University – Faculty of Commerce Grade: Good [2001 -2005]

Professional experience:(July 2016 – Present) Manager on Duty at Rixos Bab al Bahr - Ras al Khaimah, UAE

First All Inclusive 5 Stars Resort (650 Rooms + 14 F&B Outlets + 1 Night Club) (pre- opening) Developing SOP'sDeveloping Policies and Procedures Developing Job DescriptionsDeveloping Daily Check Lists for Front Desk, Guest Relations and Telephone OperatorsHiring New Staffs & Training New StaffsDefining Department Layouts Reception and Lobby Set UpOverseeing entire Front Office Team making sure all member are working according to Rixos StandardsOverseeing entire Front Office Team making sure all member are working according to GHA (Global Hotel Alliance) StandardsImprove trip advisor comment (very good comment)

Ensuring that the highest levels of hospitality and services are provided during shift

Representing property management in resolving any guest related situation

Ensuring associates are working in a safe environment Keeping associates informed regarding new operational procedures,

standards, or programs Ensuring all associates has complete knowledge of emergency procedures Ensuring constant communication takes place between associates,

supervisors and management Assisting direct supervisors to achieve their own development goals.

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Maintaining performance level under pressure or when challenges in the workplace

Leading and participating as a member of a team to move toward the completions of common

Goals while fostering cohesion and collaboration among team members. Report to General manager & hotel manager

(September 2015 – Present) Front Desk manager at Rixos Bab al Bahr - Ras al Khaimah, UAE

Responsibilities To lead the Front office team towards achieving the highest standards of

client services. Handling inquiries on phone as well as on emails.

Ensure that all the Brand Standards are followed. Monitor front office personnel to ensure clients receive prompt, cordial

attention and personal recognition, Monitor each and every front Office task and Guest Relations personnel.

Direct front office operation such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and focus on guest’s satisfaction and needs.

Compile statistics for front office and provide reports relating to that areaMaintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of self and colleagues at front Office.

Prepare all weekly and monthly reports Delegate duties & responsibilities to FD team Ensure all monetary transaction are conducted & consulted according as

per hotel policy Coordinate with accounts department on all monetary transactions,

quotations, receipts, Maintains working relationships, communication with all departments

and coordinates accordingly Resolves guest problems as per international standard, quality effectively

and courteously Greet VIP guests upon their arrival and escort them to their room. Establish good rapport and offer assistance for the duration of their stay. Identify training needs, plans training activities and oversee their

implementation for all front office sections.  Follows up to ensure compliance and efficiency of training activities.

Assist the Department Head in any assigned duties Assist the Department Head in the annual performance review of staff Monitor performance of all sections and ensure consistency of assigned

tasks and standards. Relieving the Assist Front Office / Front Office Managers during absence

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(January 2014 – September 2015)Duty Manager / Night Manager at Rixos Bab al Bahr - Ras al Khaimah, UAE (650 Rooms)

Responsibilities

Train supervisor team to deliver courteous, professional and consistent service

through the front office team according to company standards; Observe and monitor front office staff ensuring guests are receiving proper

treatment Monitors employee performance both highlights service champions and

training issues according to LQA standards. Monitor concierge / bellmen team ensuring all matters related to guest are

being promptly solved; Meeting and greeting all VIP guests making sure all requested are completed

during their stay; Guide / lead team to achieve up selling, loyalty program and guest survey

results Organizing with housekeeping and rooms controller daily of vacant clean

rooms; Deliver excellent customer service and maintain a high standard of customer management, at all times

Fulfil all reasonable requests from guests, to ensure their comfort, satisfaction and safety

Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries

Adhere to company policy for reporting accidents and incidents Maintain personal knowledge by completing in-house training, attending

courses and completing workbooks

(April 2012 till December 2013) Front office Supervisor Kempinski Mall of the emirates Dubai (393Rooms)

To recognize repeat guests & their preferences. Establish and develop personal guest contacts, promote feedback and be consistently proactive in anticipating guest needs and requirements.

Handling check- in, check-out and cashiering for in house guests and visiting guests. Helping out charging for other departments

Ensure that the maximum of guest information are collected and updated in the guest profiles accordingly.

Maintains open line of communication and co-ordination with related departments to ensure customer requests and complaints are handled effectively and efficiently at all time.

To greet each guest, who approaches the reception desk, with a warm smile and make every effort to address by their name. To give a warm welcome and sincere farewell to guests arriving or departing from the hotel

Reviews the room allocation and requirements of all VIP guests prior to arrival

Acts and provides assistance to the Night Manager as required

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(Jan 2011 –April 2012)Front office Supervisor Kempinski Ajman Hotel &resort Ajman, UAE (181 Rooms )

Responsibilities

Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction

Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all  corporate and property standards and policies

Block rooms ensuring allocation, according to guest expectations. Ensure departmental supplies are maintained and ordered as required. Excellent overall communication skills and be able to multi task and work under

pressure. Knowledge of Fidelio / Opera and ability to learn new systems. Ensure your shift team have an up to date knowledge of hotel products, services

and pricing along with any special promotional offers Deal with guest queries and any complaints promptly and efficientlymaintain the

professional appearance of the Front Desk with a focus on hospitality and guest service

Enthusiastic, courteous & helpful to colleagues & customers Good understanding of the hotel business Recognizing differences Adaptability & integrity Responsible with the willingness to take ownership Handel task night manager

[March 2010 –Jan 2011] Front Office AgentMiramar Al Aqah Beach ResortFujairah, UAE ( 321 Rooms )

[November 2006- April 2009]sales Agent /Front Office Agent Four Seasons Resort Sharm El Sheikh 200 rooms (Sharm EL Sheikh, Egypt)

Languages: Native Language is Arabic Fluent command of English language reading, writing, and understanding Good command of Russian language understanding

Personal Skills: Customer Service Training certificate “ Moment of Truth” Handel Guest Complain Communication Skill Handling sales and Marketing Functions. Contact point between front office and Accounting Provide after sale customer service. Professional manner with an emphasis on hospitality and guest service GHA Loyalty program champion

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Awards: Nominated as employee of the month March 2009 Four Seasons Resort Sharm El Sheikh ASPECT Training Four Seasons Resort Sharm El Sheikh Essential Front office 2011 Kempinski Ajman Hotel &Resort Nominated as employee of the month Kempinski Mall of emirates Nominated as employee of the month Rixos al Bahr Ras al Khaimah

Sales Certificate Rixos al Bahr Ras al Khaimah

Appreciation Letter

Computer skills: Ms.-Windows XP Ms.- Office XP Internet user Opera (excellent) Fidelio suite 8

References: Mr. Haytham Omar general manager at Rotana, UAE

-Tel: +971 504323314 Mr. Rami Nakhleh (Director of Rooms) at Rixos al BahrRas al Khaimah, UAE

-Tel: +971 562238897 Mr. Mohamed El Amin (Director of Rooms) at Kempinski hotel Cairo

-Tel +02 01099910353Ms. Alaa elnoamany (Front Office Manager at Jumeirah)-Tel +971 509250997

       

 

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