Fatima Ellahhani

As an ambitious professional with motivation proficiency and extensive Guest Relations Manager experience I thrive in high-pressure and fast-paced situations, striving for positive results by applying my guest registration and room inspection abilities. Further, I possess expertise in resolving guest complaints and acumen for maximizing performance and inspiring colleagues. I can visualize success and identify unconventional yet highly effective strategies for achieving it.

I have skillfully balanced organizational objectives and productive relationships, strategizing and recommending ways in which to achieve and maintain a competitive business edge. My innovation and customer service talents have supported my professional growth and my company in achieving the highest guest satisfaction results.

Lady in Red Manager (Guest Relations Manager) at Kempinski Hotel Aqaba Red Sea (2021-07 – 2025-12)

200 Keys. Reporting to DOR/FOM.

• Attend & participate in daily briefings as scheduled.
• Leading Quality Assurance and Customer Satisfaction Surveys / Reviews.
• Knowledge about all the VIP arrivals or in-house, hotel functions / Promoting Hotel Outlets and Services.
• Welcome Top VIPS, VIPs, many guests as possible, escorted them to their rooms and bid farewell upon departure.
• Communication of hotel and company philosophy / internal hotel presentation.
• Solving Complaints and if occur followed up efficient and also updates Services with the Team to avoid it.
• High focusing in Team Building; coaching & supporting / Participating in trainings program.
• Senior Management on any unusual circumstances that might affect guest service and expectations.
• Report potential and existing hazards to rectified immediately.
• Winning champions of Employee of the Month and quarter for the highest mentions in guest reviews.

Guest Relations Officer at Hyatt Regency Aqaba Red Sea (2019-11 – 2021-06)

285 Keys Apartments.

• Exude a polished and professional tone and manner both in person, over the phone, and through email correspondence.
• Arrange appropriate amenities and organize personalized welcome cards for greetings and special occasions.
• Effectively communicates requests and concerns to other departments including Housekeeping, Room Service, and Engineering in advance.
• Control departmental inbox and take ownership of all incoming guest requests from initial introduction to completion.
• Maintain complete knowledge at all times of: Hotel features/services, hours of operation.
• Room types, numbers, layout, decor, appointments, and location.
• Room availability status for any given day.
• Scheduled in-house group activities, locations, and times.
• Understand and adapt to the sense of urgency needed in time-sensitive situations.
• Model the company's culture, vision, mission, and core values at all times.
• Winning champion of Employee of the Year.

Hostess/Waitress at Warwick Doha Hotel (2016-09 – 2018-02)

164 Keys.

• Greeting guests as they enter, Creating and managing guest waitlists as needed.
• Engaging with guests to ensure the quality of food and customer service.
• Responding to client complaints and helping to resolve those complaints.
• Answering phone calls and taking guest reservations.
• Memorizing the menu and dietary options.
• Helping out other staff members as needed during your shift.
• Providing great customer service at all times.

Call Center at Web Help (2013-01 – 2015-07)

Call Center at CRM Value (2011-06 – 2012-12)

Professional Certificate in Reception, Restaurant, and Sales – Dubai School (2014 – 2015)

Certificate in Call Center Operations – OFPPT Sala Al Jadida (2010 – 2010)

Bachelor's Degree in Experimental Sciences – Mohammed V University (2006 – 2006)