Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts.
Hi, I’m
Amr Mahdy
Newmarket,QLD
Summary
Overview
18
years of professional experience
Work History
Rydges Hotel
Assistant Night Manager
07.2023 - Current
Job overview
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Trained and mentored new and existing staff to achieve best practices.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Coordinated vendor and supplier activity for timely delivery of products and services.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Responsible for the overall operation of the night audit and management of the Hotel in the absence of the Night Manager
- Provide effective, excellent guest service
- Assist in Front Desk duties, including check-in and checkout of guests
- Support and assist Night Manager in the day to day operations
- Uphold staff appearance and grooming procedures
- Ensures that all Front Office policies and procedures are adhered
- Responsible for the nightly end of day reporting is complete; ensuring accuracy in balancing accounts
- Perform all necessary reconciliation's and audit functions for the Reception/Front Office in order to complete the day's business
- Deal with any guest requests and complaints in a polite and efficient manner,
- Complete preparation work and administration work which the Assistant Front Office Manager has passed on
- Strong and effective communication with all other departments
- Provides guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office Team leaders. A strong commitment to colleague satisfaction.
- Conduct night colleague performance evaluations on a timely basis, including corrective action and coaching
- Develops, implements and/or maintains new incentives to motivate colleagues and maximize hotel revenue
- Adheres to and promotes the Company's health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
- Move around the hotel to interact with as many guests and staff as possible
- In the absence of the Night Manager, take on the role of Team leader if a crisis situation arises
- Thorough knowledge of emergency procedures and general crisis situation procedures
- In the absence of the Night Manager, responsible for the Health and Safety of all departments and guests for the night period
- In the absence of the Night Manager, to ensure the daily audit is balanced and any discrepancies are brought to the Comptroller's immediate attention
- In the absence of the Night Manager, complete all other duties as assigned by the Director of Front Office Manager and Financial Controller that relate to the overall operation of the Hotel overnight
Hotel X
Night Supervisor
06.2022 - Current
Job overview
- Undertake Night Auditor and Guest Services Agent duties and support the Night Auditor/ GSA with their tasks as required including undertaking check-in/check-out, handling guest enquiries and taking calls
- Complete thorough audits of all daily revenue and postings, making the necessary adjustments to ensure accuracy of reporting
- Collate paperwork for departures, including credit card and company charges to be forwarded to Accounts department
- Process all management accounts as required
- Ensure that reservations details for in house-guests are recorded correctly, ie
- Room rates, dates of stay, authority to charge
- Complete relevant computer tasks in relation to Night Audit functions, including posting room charges and daily room revenue
- Prepare and distribute relevant reports
- Maintain resort weekly and monthly statistics
- Support the Night Manager with ensuring the safety and security of the property and the smooth and efficient running of the Resort's overnight operation, undertaking these duties in the absence of the Night Manager
- Support the Night Manager in leading and directing the Resort's crisis and emergency evacuation as required, undertaking these duties in the absence of the Night Manager.
W Hotel Brisbane
Wheels Ambassador (Concierge)
03.2022 - 06.2022
Job overview
- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers
- Respond to special requests from guests with unique needs and follow up to ensure satisfaction
- Gather, summarize, and provide information to guests about property and surrounding area amenities, including special events and activities
- Answer, record, and process all guest calls, messages, requests, questions, or concerns
- Contact appropriate individual or department (e.g., Bell person, Housekeeping) as necessary to resolve guest call, request, or problem
- Review shift logs/daily memo books and document pertinent information in logbooks
- Monitor club lounge for seating availability, service, safety, and wellbeing of guests
- Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications
- Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets
- Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation
- Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette
- Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees
- Comply with quality assurance expectations and standards
- Stand, sit, or walk for an extended period of time or for an entire work shift
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance
- Perform other reasonable job duties as requested by Supervisors.
ALDO GROUP
Store Manager
02.2012 - 10.2021
Job overview
- Effectively worked in a fast-paced retail environment by managing competing priorities
- Supervised store operations while managing 12 staff members and generating $115,000 in monthly sales
- Directly responsible for recruitment, hiring and training of new staff members for a new store
- Provided training to less experienced staff members to increase their product knowledge which resulted in store sales increasing
- Demonstrated excellent customer service, engaging clients and achieving sales
- Reconciled daily sales transactions to balance and log day-to-day revenue
- Utilized accounting knowledge gained through my degree to identify and report discrepancies in sales reconciliations to the accounting department
- Provided daily sales report to management in a timely manner
- Generated reports on a weekly, monthly, quarterly and annual basis
- Managed inventory control, cash control and point of sales in line with store procedures
- Conducted stock takes through verification of stock on hand vs stock recorded in the system
- Protected the store from loss or theft by setting and enforcing clear security policies
- Boosted sales by 150% and increased store profits by implementing knowledge and skills gained from a 'sales approach training' course
- Recognized as the highest sales performer amongst all UAE stores for four consecutive years
- Awarded a certificate for highest performing store for traffic conversion and store budget
- Implemented a store-based incentive program that increased sales and productivity amongst staff members.
KUONI UK
Tour Leader
09.2005 - 12.2011
Job overview
- Led tour groups of up to 200 guests on multi-day adventures throughout Egypt
- Liaised with management to establish unique lucrative tours itinerary
- Changed itinerary when required based on customer feedback and research
- Trained and provided ongoing support to new tour leaders
- Ensured tours ran smoothly by dealing with guest issues and concerns promptly, developing and maintaining relationships with key stakeholders, following occupational health and safety procedures, managing payments from guests and negotiating transactions between guests and vendors
- Adhered to cash management procedures, conducting cash reconciliations
- Maintained all expenditure documentation and trip notes and composed written tour reports.
Education
IMAGINE EDUCATION AUSTRALIA
Post Graduate Diploma of Commercial cookery and Hotel Management
University Overview
RSA (Responsible Service of Alcohol)
University Overview
First Aid and CPR Certificate
University Overview
Fire Safety
University Overview
IMAGINE EDUCATION AUSTRALIA
DIPLOMA OF MANAGEMENT AND MARKETING
University Overview
APPAREL LLC
APPAREL MANAGERS PROGRAM
University Overview
APPAREL LLC
ONE MINUTE MANAGER
University Overview
ALDO GROUP INTERNATIONAL APPAREL
STAY GOLD
University Overview
KUONI UK
CERTIFICATE IN CUSTOMER SERVICE
University Overview
HELWAN UNIVERSITY
BACHELOR OF COMMERCE AND BUSINESS ADMINISTRATION
University Overview
Skills
- Customer Service
- Conflict Resolution
- Friendly, positive attitude
- Automatic driver's license issued in UAE
- Sales
- Reporting
- MS Word
- MS Excel
- MS PowerPoint
- MS Outlook
- Oracle HCM
- X store
- Navission
- Opera
- Reservations Management
- Bank Deposit Preparation
- Property Security
- Payroll Management
- People Management
- Guest Relations
- Guest Services
- Computer Skills
- Payment Processing
- Hotel Management
- Hotel Operations
Visa Status
Visa Status
Subclass Student Visa(500) Expiring 30 June 2024 with limitations to 48 hours fortnight.
Timeline
Assistant Night Manager
Rydges Hotel
07.2023 - Current
Night Supervisor
Hotel X
06.2022 - Current
Wheels Ambassador (Concierge)
W Hotel Brisbane
03.2022 - 06.2022
Store Manager
ALDO GROUP
02.2012 - 10.2021
Tour Leader
KUONI UK
09.2005 - 12.2011
IMAGINE EDUCATION AUSTRALIA
Post Graduate Diploma of Commercial cookery and Hotel Management
RSA (Responsible Service of Alcohol)
First Aid and CPR Certificate
Fire Safety
IMAGINE EDUCATION AUSTRALIA
DIPLOMA OF MANAGEMENT AND MARKETING
APPAREL LLC
APPAREL MANAGERS PROGRAM
APPAREL LLC
ONE MINUTE MANAGER
ALDO GROUP INTERNATIONAL APPAREL
STAY GOLD
KUONI UK
CERTIFICATE IN CUSTOMER SERVICE
HELWAN UNIVERSITY
BACHELOR OF COMMERCE AND BUSINESS ADMINISTRATION
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