Ghizlane Atmani
Anguilla Caribbean
Summary
Hospitality professional with 10 years of experience creating exceptional guest experiences and leading high-performing teams. Known for a strong commitment to service excellence, I combine deep knowledge of guest expectations with the ability to anticipate needs and deliver memorable, personalized experiences. I thrive in dynamic, fast-paced environments and bring a proven record of operational efficiency, leadership, and continuous improvement. My approach is rooted in attention to detail, a passion for elevating guest satisfaction, and a dedication to upholding the highest standards of hospitality.
Overview
12
12
years of professional experience
Work History
Front Desk Manager
Four Seasons Hotels and Resorts
Anguilla
09.2025 - Current
- Oversaw front desk operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored front desk staff to enhance performance and achieve operational goals.
- Implemented efficient check-in/check-out processes, reducing average wait times significantly.
- Managed reservations system, optimizing room allocations and enhancing occupancy rates.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Coordinated communication between departments to ensure seamless guest experiences across services.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
Spa Manager on Duty (Part Time)
Four Seasons Hotels and Resorts
Anguilla
02.2025 - 10.2025
- Oversaw daily spa operations, ensuring exceptional service delivery and guest satisfaction.
- Managed team scheduling and staff training to enhance performance and operational efficiency.
- Developed and implemented marketing strategies to increase client retention and attract new customers.
- Collaborated with vendors to procure high-quality products, optimizing inventory management processes.
- Coached employees on upselling techniques, resulting in higher average ticket sales per guest visit.
- Developed strong relationships with vendors to secure best pricing on products and supplies.
- Enhanced customer satisfaction by implementing innovative spa services and treatments.
- Led spa tours for new members to familiarize guests with services provided.
- Utilized promotions, print and digital marketing to attract new clients.
- Maintained front desk workstation by keeping it clean and organized.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
Assistant Resort Manager
Four Seasons Hotels and Resorts
Anguilla
05.2022 - 10.2025
- Managed daily operations to ensure exceptional guest experiences and service delivery.
- Led training programs for staff, enhancing team performance and service standards.
- Developed and implemented operational procedures to streamline efficiency across departments.
- Collaborated with department heads to optimize resource allocation and scheduling.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Monitored guest feedback closely, making necessary adjustments to meet their expectations consistently.
- Built a strong rapport with returning guests by remembering personal preferences, leading to increased loyalty rates.
- Managed daily operations, including overseeing staff schedules, payroll, and budgeting for various departments.
- Streamlined resort operations by implementing efficient scheduling and staff management strategies.
- Implemented cost-saving measures without compromising the quality of guest services or amenities provided.
- Oversaw inventory management, ensuring optimal stock levels for seamless operations.
Front Desk Agent
Four Seasons Hotels and Resorts
Anguilla
05.2022 - 09.2022
- Managed guest check-ins and check-outs, ensuring seamless arrival and departure experiences.
- Coordinated room assignments based on guest preferences and special requests to enhance satisfaction.
- Trained new front desk staff on operational procedures and customer service standards for improved efficiency.
- Resolved guest inquiries and concerns promptly, maintaining high levels of customer satisfaction and loyalty.
Front Office Supervisor
Four Seasons Hotels and Resorts
Anguilla
09.2020 - 05.2022
- Supervised front office operations, ensuring seamless guest check-in and check-out processes.
- Trained and mentored staff on customer service excellence and hotel policies.
- Implemented procedures to enhance operational efficiency and guest satisfaction.
- Coordinated with housekeeping and maintenance teams to address guest needs promptly.
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction.
- Analyzed feedback from guests to identify areas for improvement in service delivery.
- Trained team members on new hotel services and products to support promotional efforts.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
Front Office & Concierge Specialist
Manoah Hotel
Anguilla
12.2017 - 09.2020
- Coordinated guest services to enhance overall visitor experience and satisfaction.
- Managed reservations and inquiries, ensuring timely responses and effective problem resolution.
- Collaborated with local businesses to provide guests with exclusive offers and recommendations.
- Developed tailored itineraries based on individual guest preferences and interests.
- Trained new team members on hotel policies, service standards, and guest engagement techniques.
- Oversaw daily operations of concierge desk, optimizing workflow for efficiency and effectiveness.
- Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
- Assisted guests with reservation management, ensuring accurate scheduling and prompt service.
- Implemented inventory control measures for concierge supplies, reducing wastage and unnecessary expenses.
- Provided support during high traffic periods by effectively managing multiple tasks simultaneously while maintaining exceptional service quality.
- Managed concierge desk operations, maintaining a well-organized and efficient work environment.
- Assisted with luggage handling, valet services and concierge services.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Managed check-in and check-out procedures for guests.
Reservations Sales Associate
Private Yacht
Bequia
05.2018 - 12.2018
- Facilitated booking processes for luxury yacht charters, ensuring seamless customer experiences.
- Managed client inquiries and provided detailed information on services and amenities available.
- Coordinated schedules and reservations using industry-specific software to optimize yacht availability.
- Developed strong relationships with clients, enhancing loyalty through personalized service and follow-ups.
Sales Operations Specialist
Oppo Mobiles
Morocco
06.2015 - 08.2016
- Streamlined sales reporting processes to enhance data accuracy and decision-making efficiency.
- Coordinated cross-functional teams to optimize inventory management and reduce stock discrepancies.
- Developed training materials for new sales staff, improving onboarding efficiency and knowledge retention.
- Analyzed sales performance metrics to identify trends and recommend actionable strategies for improvement.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Managed key account relationships, ensuring client satisfaction through prompt issue resolution and proactive communication.
Call Center Associate
Call Center
Morocco
01.2014 - 01.2015
- Managed high-volume inbound calls, ensuring timely and effective customer support.
- Resolved customer inquiries with accuracy, enhancing overall satisfaction levels.
- Trained new associates on call handling procedures and system navigation.
- Implemented process improvements to streamline call resolution times.
Education
Associate of Science - Hotel Management
Institut De Technologie En Hôtellerie & Tourisme
Morocco09-2016
Skills
- Customer service
- Check-in and Check-out procedures
- Property management systems
- VIP guest relations
- Upselling and cross selling
- Team performance monitoring
- Room assignments
- Effective planning
- Problem-solving
- Hospitality service expertise
- Hospitality management
- Maintain Forbes & LQA Standards
Accomplishments
- Drove $659,176 in upsell revenue, contributing to 49% of the 2024 annual revenue goal of $1.34M.
- Personally generated over $800,000 in upsell revenue across your tenure, consistently ranking as a top performer in the region.
- Transformed team performance (2023–Present): Increased front desk upselling from $2K/month to over $57K/month achieving a remarkable 2,750% revenue increase.
- Recognized for delivering exceptional guest-experience leadership, including VIP handling, rapid issue resolution, and creating signature “WOW” moments.
- Mentored and coached the front desk team to elevate service consistency, confidence, and upselling skills across all shifts.consistency, confidence, and upselling skills across all shifts.
Forbes Star 2024/2025 & 2025/2026
Supported the Front Office and Guest Services teams in delivering Forbes 5‑Star service by elevating arrival and departure experiences, coaching associates on luxury standards, and ensuring consistency across all guest touchpoints. Played a key role in pre‑inspection readiness, reinforcing Forbes expectations through daily leadership, attention to detail, and flawless guest interactions.
Languages
Arabic
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
Spanish
Limited Working
Timeline
Front Desk Manager
Four Seasons Hotels and Resorts
09.2025 - Current
Spa Manager on Duty (Part Time)
Four Seasons Hotels and Resorts
02.2025 - 10.2025
Assistant Resort Manager
Four Seasons Hotels and Resorts
05.2022 - 10.2025
Front Desk Agent
Four Seasons Hotels and Resorts
05.2022 - 09.2022
Front Office Supervisor
Four Seasons Hotels and Resorts
09.2020 - 05.2022
Reservations Sales Associate
Private Yacht
05.2018 - 12.2018
Front Office & Concierge Specialist
Manoah Hotel
12.2017 - 09.2020
Sales Operations Specialist
Oppo Mobiles
06.2015 - 08.2016
Call Center Associate
Call Center
01.2014 - 01.2015
Associate of Science - Hotel Management
Institut De Technologie En Hôtellerie & Tourisme