Abdel Ouattou

A highly motivated and reliable hospitality professional with over four years of experience in guest service and customer relations. A confident team player with strong communication and multitasking skills. Proven track record of exceeding guest expectations, handling pressure efficiently, and delivering exceptional service in luxury hotel environments.

Team Leader - Kempinski hotel Mall of the Emirate - Dubai

(2025-03)

• Supervised daily front desk operations, ensuring smooth check-in/out and exceptional guest service.
• Trained and scheduled a team of front desk agents, fostering a guest experience focus culture.
• Handled guest complaints and resolved escalated issues promptly to maintain guest satisfaction.
• Monitored occupancy, room assignment and billings accuracy in collaboration with housekeeping and finance teams.
• Recognized as Front House DNA Champion – April 2025.

Front Desk Agent - Kempinski Hotel Mall of the Emirates - Dubai

(2023-11 - 2025-03)

• Handled check-ins, check-outs, and guest inquiries with efficiency and professionalism.
• Awarded as one of the Top Three Up-Sellers of the year (2024).
• Recognized as Front House DNA Champion – July 2024.

Guest Service Center - Kempinski hotel Mall of the Emirates - Dubai

(2023-01 - 2023-11)

• Managed all incoming calls and directed them to appropriate departments.
• Resolved guest requests and complaints in a courteous and efficient manner.
• Named one of the Top Three Lobster Ink Training Champions for multiple months.
• Operated as the hotel's main communication center during emergencies.

Customer Service Agent - HI5 - Marrakech

(2021-11 - 2022-10)

• Retained clients who intended to cancel household insurance.
• Successfully upsold enhanced insurance plans.
• Consistently met and exceeded monthly sales targets.

Tele Sales Agent - Call360 - Marrakech

(2020-11 - 2022-10)

• Conducted outbound sales calls and generated qualified leads.
• Managed both inbound and outbound communications.
• Frequently ranked among the Top Three Sellers of the month.

Team Leader - Marrakech Green Wheels - Marrakech

(2018-07 - 2021-03)

• Led guided tours for international tourists.
• Trained team members in delivering outstanding guest experiences.
• Organized nonprofit activities promoting eco-tourism.

Bachelor Degree - English Studies - Caddi Ayyad University (2014-09 - 2018-07)