Amr Fayad
Duty Manager - Jumeirah Beach HotelDubai, United Arab Emirates UAE
ABOUT
Since I changed my career from computer engineering to the front office, I have had success in each step of my career path. In 6 months’ from joining Kempinski in Cairo, I have been promoted to shift leader and I have been chosen to be the departmental trainer and membership champion after I led the team to enroll more than 22K membership in 1 year. Then I spread my experience in Dubai and the Caribbean islands on managerial levels. I have led many projects and enhanced our GSS and GRI scores and maintained property KPI and standards. Regarding my managers' evolutions, I always exceed set targets related to guest satisfaction scores and team training and enhance front office results. I have the passion for teaching my colleagues to assist them in taking better steps and becoming more experienced in their careers. I have many other skills Contact: and achievements that would be appreciated for discussion.
Basic Info
Industry: Hotels & Resorts
Department: Front of House
Job Level: Management
Nationality: Egypt
Town/City: Dubai
Current Country: United Arab Emirates UAE
Education Level: Graduation
Amr Fayad's Activity
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No Activity
Experience
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Duty Manager
January 2022 - Present (0 Year)
Jumeirah Beach Hotel, United Arab Emirates UAE
Ensures property policies are administered fairly and consistently, disciplinary procedures and
documentation are completed according to Standard and Local Operating Procedures.
Interacts with guests to obtain feedback on product quality and service levels.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous
improvement.
Assist the Front Office Manager to oversee the entire Front Office operation to maintain high
standards.
Resolve guest complaints from all areas of the hotel, handling all guest interactions with the
highest level of hospitality and professionalism.
Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends,
with a focus on continuous improvement
Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts
and rebates.
Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction
results to identify and address employee problems or concerns.
Assists as needed in the interviewing and hiring of employee team members with the
appropriate skills. -
Duty Manager
March 2021 - January 2022 (1 Year)
Royal Maxim Palace Kempinski, Egypt
Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling,
reinforcing the late charge policy to maximize REVPAR.
Assure that all financial and credit procedures are followed. When taking a shift at the desk,
follows up on credit problems. Review all paid-outs, rebates, petty cash disbursements and
direct billings. Check cashiers’ work at end of shift to ensure all transactions are reconciled with
proper approvals and endorsements.
Resolve guest complaints from all areas of the hotel, handling all guest interactions with the
highest level of hospitality and professionalism, accommodating special requests whenever
possible; assist guests in all inquiries in connection with hotel services, hours of operations, key
hotel personnel, in- house events, directions, etc. Respond to all guest requests in an accurate
and timely manner.
Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensures
any discrepancies are resolved. Review daily arrivals to ensure proper handling of Special
Attention Guests, Return Guests, and Groups.
Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction
results to identify and address employee problems or concerns.
Assists as needed in the interviewing and hiring of employee team members with the appropriate
skills.
Train, develop and manage the performance of direct subordinates to ensure the efficient
running of front office operations. -
Night Manager
July 2019 - May 2020 (1 Year)
Kempinski, Dominica
• Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel.
• Perform all Front Desk duties if required and assist all Front Office sections during night shift as well as take reservations.
• Resolve guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Conducts inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking.
• Welcoming all VIP guests, address service and product issues diplomatically, and ensure that the general well-being of our guests are attended to courtesy.
• Identify and improve associate training needs, handle complaints or incidents/accidents, initiate upsell and membership recruitment strategies.
• Control Night Audit checking, trial balance for the day and cross checking of guest room rates between correspondence, registration cards and actual amount charged
• Check all financial transactions include paymasters, revenue postings and take necessary action if needed. -
Night Manager
February 2018 - July 2019 (1 Year)
St. Regis, United Arab Emirates UAE
• Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling, reinforcing the late charge policy to maximize REVPAR..
• Assure that all financial and credit procedures are followed. When taking a shift at the desk, follows up on credit problems. Review all paid-outs, rebates, petty cash disbursements and direct billings. Check cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Resolve guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in- house events, directions, etc. Respond to all guest requests in an accurate and timely manner.
• Coordinate arrivals, departures and billing requirements. Block rooms for arrivals and ensures any discrepancies are resolved. Review daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Train, develop and manage the performance of direct subordinates to ensure the efficient running of front office operations.
• Review daily CID-DTCM reports and correct all discrepancies and take necessary action in case information is missing in one of the systems.
• Control Night Audit checking, trial balance for the day and cross checking of guest room rates between correspondence, registration cards and actual amount charged. -
Front Office Shift Leader
September 2016 - November 2018 (2 Years)
Kempinski, Egypt
• Ensure that all Receptionists appear for duty at the time specified on the departmental with tidy uniform. br• Conduct daily briefing between the shifts and ensure that all are aware with hotel packages. br• Handling group arrivals and departures with the group coordinator by checking that all RC’s printed and keys is brready also check that breakdown and method of payment is correct. br• Handling overbooking situation by choose correct reservation to upgrade, double up, last option upgrade suite bralso handling early departures on the same date to close 100% br• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer brsatisfaction and quality service br• Review departures the day before and settle folio to reduce time of check-out procedure br• Review Credit Limit report Open Balance to check the exceeded balances to the limit br• Support team members in handling guest requests and enquires to ensure a positive outcome is achieved. br• Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions. br• Maximize sales revenues through up-selling program TSA br• Ensure that guest History records are accurately maintained and all recurring guests are pre-registered. br• Handling Guest complaints with other department to reach best result in short time and achieve guest satisfaction br• Following up pending payment on paymasters and close it as soon as it possible br• As a departmental trainer I also train motivating, coaching new Agents. br• Build strong relation with Platinum Black members and ensure that all benefits are delivered to them regarding brto GHA standards
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