Kennis, opleidingen en ervaring:

Opleiding: HBO/ HTS

Stages en werkervaring: Customer Care Employee.
(March 2011- current).
Sector: Customer Care.
Duties and responsibilities: Handling phone calls related to reservations, general information or support, and responding to all client requests whether via telephone or email. Telephone support has a major role in this function; responding as quickly as possible to clients’ inquiries about hotels reservations or customer support after execution of bookings. We‘ve to follow certain procedures and guide lines in order to achieve the highest level possible of client’s satisfaction. To be able to achieve all assigned tasks, I have to be up-to-date about all new procedures or updates via an internal network. We also support hotels regarding any inquiries in our function range. Working in such huge company with international sphere and cultural, supports my teamwork tactics.

Front Desk Agent/ VIP club lounge host.
Hilton Amsterdam (May 2008 – May 2011).
Sector: Hospitality and Tourism.
Duties and responsibilities: Guests check in – out, bills settling, accepting, making, confirming reservations via all available means, managing overbooking, contact with travel and booking agencies concerning new bookings or other issues. Upgrading and up selling suites as much as possible depending on persuasion capability and personal attitude to ensure more income to meet the Salt Target. I handle incoming phone calls regarding reservations, billing, cancellations or even general information. I respond to guests’ requests over special stay wishes or needs trying to overcome any disturbances during their stay. Special check in for VIP guests in the Executive Lounge, serving them drinks and small snacks. Guest satisfaction, complaints handling, good contact with other hotel departments, and system feedback are major characteristics of my job.

Tour Guide.
Wild Desert Safari (December 2005 - October 2007).
Sector: Hospitality and Tourism.
Duties and responsibilities: I take care of everything about my guests from the moment they land at the airport till they fly back home. I receive guests at airports, escorting them to the booked hotels, helping with check in procedures. I organize a tourist programme which begins with an information meeting, booking excursions, escorting guests to the archeological sites and other trips activities. I book also their local flights, hotels, and rent cars. Family trips to new hotels to select best new accommodations, making reports, managing hotels overbooking. Taking extra care of regular guests is remarkably an inevitable side of my job

Hotel receptionist.
Plan Hotel Stella Di Mare (November 1999 - November 2002).
Sector: Hospitality and Tourism.
Duties and responsibilities: I started my job at hospitality in this hotel as a trainee. So that I got to learn and acquire so much experiences about work and guests. I began in FO as a telephone operator, so I could handle incoming telephone calls, after that I moved to reservations department for almost a year. Then I moved back to FO and guest relations. I learned a lot about check in and checkout procedures, reservations and handling complaints during check in or check out. I had also to pick up the VIP guests from airports mainly French speaking guests. Later I was promoted and took more management responsibilities within FO dept. I get in touch with travel agencies and tour operators in order to arrange or organize a flight or an activity to my clients.

Opleidingen en cursussen: State examination Dutch as a second language ( Staatsexamen NT2) May 10.

Integration and Dutch language course by IB Group, level A2, May 09.

Basic Course in Dutch language level A1, Dutch Cultural Centre, Paris April 06, Sept.06.

High school studies, Institute of Arab World, Paris 99, 01.

Free land tour guide by Egyptian Archeology association, Cairo 01, 02.

French conversational and linguistic courses at French Cultural Centre, Cairo 95, 98.

French & German courses at Faculty of Languages and Education. Tanta University, 95, 98.

Bachelor of Arts & Education, Faculty of Languages and Education, English Dept. Tanta University, Egypt. May 95.’00

Overige informatie:

Rijbewijs: B

Eigen vervoer: Nee

Persoonlijke eigenschappen: Sportiev, klant vriendelijk en - gericht.
Geen 9 tot 5 mentaliteit,
Duidelijk, dynamiek, sociaal, werk onder druk,
efficiënt, meertalig, flexibel en enthousiast.

Hobby's en interesses:

Gewenste contractvorm: Fulltime