Mohamed Medany

Dedicated and customer-oriented hotel front office manager with 15 years of experience in providing exceptional guest service, managing daily operation and leading cross functional terms, Proficient in streamlining check in and check out procedure, Driving the revenue growth, Adapting at fostering a positive work environment, Committed to achieving operational excellence and enhancing overall guest satisfaction.

Rooms Division Manager; In-Chargeof theFrontOffice&Recreation (Pre-Opening) - Velero Hotel Doha by IHG

(2022-08)

• in charge of the front office and recreation departments, since a pre-opening hotel I was taking care of the recruitment, SOP for all the division
• Assigned by the GM as Hotel experience champion of the property to drive up the scores and achieve the best result of the hotel metrics
• Managing and supervising the hotel as manager on duty twice a month and replacing the GM Forecasting and budging the rooms department cost and expenses
• Assigned as a property champion for QTA inspection, making sure all the hotel facilities in perfect condition and align with ministry of tourism mandatory requirements to get the hotel classification as 5 star hotel
• Attending and finalizing the monthly P&L meeting with director of finance and GM
• Establishing and maintaining relationships with clients by providing them with information about new products and services, marketing promotions, or special events Providing training to new employees on division policies and procedures
• Managing staff schedules to ensure that there are enough employees on duty at all times to meet customer demand
• Maintaining employee records including hiring, firing, and discipline actions Overseeing the daily operations of an establishment such as a hotel, restaurant, or retail store
• Developing long-term strategic plans for their division in order to meet company goals
• Managing the financial performance of their department by creating budgets. monitoring expenses, and generating reports
• Supervising guest services staff in order to ensure that all clients receive prompt attention to their needs

Rooms Division Manager - Pre-Opening - Century Marina Hotel

(2021-10 - 2022-08)

Managing the financial performance of their department by creating budgets, monitoring expenses, and generating reports involving with executive team to get all OS&E for the hotel in regards with guest room items, house keeping hotel lobby. recruiting all the staff for the division, key position and line staff.

• assigned as a property champion for QTA inspection, making sure all the hotel facilities in perfect condition and align with ministry of tourism mandatory requirements to get the hotel classification as 5 star hotel
• Ensuring that all customer-related tasks are handled accurately to improve guests' experience
• Handling customer complaints and special requests
• Scheduling staff shifts and managing other HR-related tasks
• Maintaining an orderly appearance throughout the reception area
• Monitoring stock and ordering office supplies, including stationery and information leaflets
• Preparing monthly management reports on customer feedback, bookings, and cancellations
• Managing the departmental budget
• Updating files and records
• Enforcing all cash-handling, checking, and credit procedures

Director of Villas - Al Messila Luxury Collection Doha (Pre-opening)

(2019-09 - 2020-08)

• Managing the whole operation of 30 private villas including to royal villas, make sure all the unites are ready, swimming pools, landscaping, arrival and departure experience, butler services
• Supervises and managing employees. Managing all day-to-day operations
• Understanding employee positions well enough to perform duties in employees' absence
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Develops specific goals and plans to prioritize, organize, and accomplish your work
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Observes service behaviors of employees and ensures that all uniformed employees are properly attired and groomed, each wearing a nametag
• Assists with energy conservation efforts by monitoring compliance during property tours
• Provides services that are above and beyond for customer satisfaction and retention
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is presser

Front Office Manger - Doha Marriott Hotel

(2018-02 - 2019-08)

• Supporting, training, and supervising front office staff
• Ensuring that all customer-related tasks are handled on time to improve guests' experience
• Handling customer complaints and special requests
• Scheduling staff shifts and managing other HR-related tasks
• Maintaining an orderly appearance throughout the reception area
• Monitoring stock and ordering office supplies, including stationery and information leaflets
• Preparing monthly management reports on customer feedback, bookings, and cancellations
• Managing the departmental budget
• Updating files and records
• Enforcing all cash-handling, checking, and credit procedures

Front Desk Manager - Doha Marriott Hotel

(2016-06 - 2018-01)

• Supporting, training, and supervising front office staff
• Ensuring that all customer-related tasks are handled on time to improve guests' experience
• Handling customer complaints and special requests
• Scheduling staff shifts and managing other HR-related tasks
• Maintaining an orderly appearance throughout the reception area
• Monitoring stock and ordering office supplies, including stationery and information leaflets
• Preparing monthly management reports on customer feedback, bookings, and cancellations
• Managing the departmental budget
• Updating files and records
• Enforcing all cash-handling, checking, and credit procedures

Night Manager - Doha Marriott Hotel

(2015-01 - 2016-06)

• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
• Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety
• Conduct Briefing for all staff during Night Shift.
• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests
• Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
• Maintain a professional and high quality service oriented environment at all times
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
• Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start
• Ensure the accurate completion of the daily night audit in a timely fashion. Must be able to perform the full night audit if needed.
• Oversee preparation of daily summary reports

Front Desk shift Leader - Marquise City Center

(2014-01 - 2015-01)

• Coordinate and manage the activities of front office team members engaged in checking patients and performing general administrative tasks as directed by the Care Center Leader
• Organize and assign duties and tasks to front office team members
• Establish front office team member work schedules monthly and request Floater(s) from Director of Operations as needed
• Monitor daily performance of front office team members to ensure duties are complete accurately, efficiently and timely.
• Monitor and control overtime
• Assist Care Center Leader with team member time off requests
• Maintain attendance controller records and send to Human Resources department monthly
• Evaluate performance of front office team members and conduct verbal and written performance evaluations after 30 days, 90 days and annually as needed
• Assist with interviews.
• Conduct orientation and training on front office policies and procedures
• Identify and recommend solutions to front office team member and office issues or problems

Front Desk Agent - RenaissanceHotelDoha

(2012-01 - 2013-12)

• Checking guests in and out.
• Receiving and managing reservations made online and telephonically
• Organize and assign duties and tasks to front office team members
• Serving as a host at conferences, ensuring that all relevant preparations are made for the event
• Verifying guests' payment methodsduringcheck-in.Assigningrooms toguestsand informing themof any specials offered by the hotel.
• Organizing transport services for guests at their request
• Providing guests with information about the hotel.
• Keeping abreast of attractions that may be of interest to guests

Front Desk Agent - DusitThaniLakeView Cairo

(2009-10 - 2011-11)

• Checking guests in and out
• Receiving and managing reservations made online and telephonically
• Organize and assign duties and tasks to front office team members
• Serving as a host at conferences, and ensuring that all relevant preparations are made for the event

Faculty Of Law - Helwan University (2000-09 - 2004-11)