Hi, I’m
GamalEldin Mousa
Florida
Summary
Dynamic hospitality professional with over 7 years of experience in luxury hotel operations, guest relations, and team leadership. Expertise in OPERA, FS PMS, and Marriott systems, complemented by a strong understanding of Forbes, AMEX FHR, and LQA standards. Proven track record of exceptional upselling, high guest satisfaction rates, and successful Bonvoy enrollment initiatives. Committed to enhancing guest experiences and driving performance in prestigious hospitality settings.
Overview
7
years of professional experience
1
Certification
Work History
JW Marriott Marco Island Beach Resort
Guest Experience Expert
02.2025 - 02.2026
Job overview
- Large-Scale Management: Managed check-ins, VIP services, and room assignments for 809 rooms, coordinating across 11 restaurants, Engineering, and the Golf Course.
- Audit Excellence: Successfully passed the AMEX FHR audit and maintained full compliance with BSA & LQA brand standards.
- Tech Upgrades: Helped implement an updated payroll and upsell tracking system to improve financial reporting and revenue capture.
- Award Recognition: Honored with a Gold Key for outstanding performance and dedication to service excellence.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
The Ritz-Carlton, Dubai Resort
Guest Experience Expert
09.2022 - 01.2025
Job overview
- Our team had achieved the #1 Ritz-Carlton in LQA worldwide (2024) and secured Forbes Five-Star Awards for 2024 and 2025.
- Maintained high service standards contributing to a #7 TripAdvisor ranking for Best Value among 50 Dubai Resorts.
- Conducted and actioned critical luxury audits, including Forbes, LQA, AMEX, and BSA brand standards.
- Acted as Rooms Controller and Supervisor for 294 rooms, managing assignments, group check-ins, and pre-registrations.
- Synchronized with Housekeeping, Engineering, and 7 F&B outlets to ensure room quality and seamless guest transitions.
- Served as GXP Property Champion & Enrollments and VICAS; managed Digital Key, Chat services, and GIVEX systems.
- Facilitated new-hire training and oversaw daily administrative tasks including Birch Street, credit limits, and discrepancy resolution.
- Managed E-Bonus and upsell programs to drive incremental property revenue.
- Directly addressed guest concerns and verified complex billing to maintain high satisfaction scores.
The Westin Cairo Golf Resort & Spa
Guest Experience Expert
04.2019 - 08.2022
Job overview
- Facilitated the high-profile integration of SPG and Marriott, managing the merger of guest data, loyalty systems, and service cultures during the brand transition.
- Acted as Relief Night Manager, executing night runs and overseeing full-property operations for 177 rooms and 2 restaurants during overnight shifts.
- Led the training of all new hires, ensuring a deep understanding of brand standards, Marriott Bonvoy protocols, and operational systems.
- Served as Enrollments and TSA Program Champion, driving key loyalty indicators and ensuring market rate accuracy through rigorous audits.
- Managed property-critical platforms including BirchStreet, GIVEX, and MRDW to streamline procurement and revenue tracking.
- Utilized communication and problem-solving skills to address guest concerns and resolve issues in a satisfactory manner, resulting in positive feedback and repeat business.
- Demonstrated exceptional customer service skills by providing personalized assistance to guests and ensuring their needs were met promptly and professionally.
Education
EGI AcademyCairo, EG
Bachelor of Science from Business Management, Accounting
07-2022
Skills
- Luxury Hospitality Standards: Forbes Five Stars, AMEX FHR, LQA, BSA
- Guest Experience & Relations: Complaint resolution (LEARN method), service recovery, VIP handling
- Hotel Operations: Billing, room control, night auditing, stock monitoring
- Team Leadership: Staff training, performance management, cross-department collaboration
- Sales Excellence: Upselling, loyalty enrollment, market rate validation
- Guest complaint resolution
Accomplishments
- Forbes Five Stars Award for excellence in guest service
- 100% audit scores in BSA, LQA, AMEX FHR, and internal Forbes evaluations
- 124% Bonvoy goal achievement: 4,850 enrollments vs. 3,906 target
- Top Upseller Recognition: $80K record in upselling
- Top Enroller of the Year: 666 successful enrollments
- Multiple WOW Story recognitions and Employee of the Month nominee
Certification
- High Five recognition, JW Marriott Marco Island
- 100% AMEX FHR Audit, JW Marriott Marco Island
- GOLD Key, JW Marriott Marco Island,
- FORBES Five Stars, The Ritz Carlton, Dubai
- TOP Enroller of the year, The Ritz Carlton, Dubai
- TOP Upseller of the month, The Ritz Carlton, Dubai
- WOW Story of the month, The Ritz Carlton. Dubai
- 100% AMEX FHR Audit, The Ritz Carlton, Dubai
- 100% LQA Audit, The Ritz Carlton, Dubai
- Employee of the Month, The Westin Cairo
Languages
Arabic: Native
English: Fluent
Russian: Beginner
Interests
- Tech enthusiast, passionate about exploring the latest advancements and innovations.
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination.
- Strategy Games
- Passionate about balancing physical health with mental and emotional wellness.
- Enjoying the art of baking and pastry-making, experimenting with recipes.
Timeline
Guest Experience Expert
JW Marriott Marco Island Beach Resort
02.2025 - 02.2026
Guest Experience Expert
The Ritz-Carlton, Dubai Resort
09.2022 - 01.2025
Guest Experience Expert
The Westin Cairo Golf Resort & Spa
04.2019 - 08.2022
EGI Academy
Bachelor of Science from Business Management, Accounting
Professional Training
- Forbes Five Stars
- LQA & BSA
- AMEX FHR
- Marriott Brand Standards
- TSA & FPG Sales Trainings