Ibtisam El Halafi

Experience

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  Accor

  Oct 2012 - Sept 2016

  Assign and instruct Guest Relations Agents in details of work.Observe performance and encourage improvement. Monitor lobby traffic to make staffing adjustments accordingly.Manage guest relations operations and making decisions that are in the best interest of the hotel.Resolve customer complaints by conducting thorough research of the situation and the most effective resolution.Recruitments and casting talentsWorking on personalized responsesFor complains online (trip advisor/ OTA and social media)Prepare and conduct daily pre-shift meetings, communicate effectively with all staff and provide them with any informationnecessary to provide guest service in accordance with Sofitel’s standards. Show less

  • Guest Experience Supervisor

    Mar 2015 - Sept 2016

  • Guest Relations Executive

    Apr 2013 - Feb 2015

  • Guest service executive

    Oct 2012 - Mar 2013
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  Sofitel

  Jul 2017 - Nov 2017

  Handling Rooms operation and front officeBuilding new experiences for guests INH,Building attraction activities for upcoming guest to promote the regionHandling overbooks with High Season of the hotelIn charge of kids villa outlet

  • Assistant Front Office Manager

    Oct 2016 - Nov 2017

  • Acting Front office Manager

    Jul 2017 - Oct 2017
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  Meydan Hotels & Hospitality

  Dec 2017 - Jul 2019

  Assistant Guest Services Manager

  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.Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals Show less

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  BlueBay Hotels

  Oct 2019 - Sept 2020

  Front Office Manager

  - Overseeing and directing all aspects of the Front Office operations which include: Reception - Front Desk Cashier - Executive Lounge - Guest Relations - Concierge - Operator - Valet Parking - Transportation - Reservation and Serviced Residences. - Monitoring the performance of Front Office personnel to ensure all guests receive prompt, efficient and personal service.- Monitoring room assignments for VIP and special attention guests.- Ensuring all staff is fully conversant with hotel’s facilities, services and room configurations.- Coordinating and following-up on special guest requests and setups.- Controlling any rebates/allowances issued through the Front Office.- Preparing the yearly operating budget, capital expenditure and manning requirements, monitor monthly P&L and departmental expenditures.- Maintaining staff schedules ensuring all areas are adequately covered.- Ensuring and maintaining the highest standards of conduct, hygiene, appearance and behaviour of departmental employees.- Identifying training needs, and developing and conducting training activities to ensure all departmental staff is fully equipped to deliver exceptional guest service to my and the hotel standards.- Performing personnel functions which include interviewing, hiring, conducting performance appraisals, counselling and disciplining where necessary.- Conducting daily Departmental Operations Meetings.- Establishing and maintaining effective employee relations.- Providing guidance to staff for their professional development and advancement. Show less

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  Dubai Harbour

  Sept 2020 - now

  Manager I Marinas Sales & Guest Services

  Berth Management: Overseeing new berth bookings and renewals, fostering strong relationships with yacht owners and captains, and ensuring seamless delivery of marina services and products.Environmental Compliance: Ensuring all environmental regulations and standards are met within the marina.Team Leadership: Achieving departmental goals by effectively managing staff, planning, and evaluating departmental activities.Staff Development: Recruiting, selecting, orienting, and training marina employees to maintain a high-performing team.Quality Assurance: Upholding quality and customer service standards, resolving issues, and recommending system improvements to enhance service delivery.Policy Implementation: Developing, coordinating, and enforcing marina systems, policies, procedures, and productivity standards.Sales and Customer Satisfaction: Meeting sales targets and ensuring high levels of customer satisfaction.Event Coordination: Assisting in the planning and execution of yacht shows, ensuring their success.Stakeholder Interaction: Engaging with boaters, partners, and government officials to foster positive relationships.Sales Strategy: Setting individual sales targets, overseeing the sales and guest services team, and coordinating marketing for lead generation.Team Development: Motivating, counseling, and educating the sales team on product knowledge.Reporting: Compiling regular reports on berthing issues and revenues and recommending adjustments to rate structures.Promotion: Actively promoting the marina and its services to enhance visibility and attract new customers. Show less