Hayat Raoui
Dubai,Uae
Summary
- Cast Styling Standards Certificate (2022).
- Cultural Awareness Certificate (2022).
- Telephone Etiquette Certificate (2022).
- Certificate in coaching, Morocco Federation of judo and martial Arts.
- Personality development.
Overview
8
8
years of professional experience
Work History
Concierge
Paramount Hotel Midtown By Damac Properties
02.2022 - Current
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Collaborated with other hotel staff to create seamless guest experiences from check-in to checkout.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Prioritized safety by remaining vigilant for potential security threats and reporting suspicious activity promptly when required.
- Trained staff in delivering top-quality hotel services in alignment with hotel reputation and mission statement.
- Scheduled and confirmed restaurant reservations for guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Facilitated and coordinated transportation services for guests.
Receptionist
Metropolitan Hotel Dubai
11.2019 - 11.2023
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Managed conference room schedules to ensure efficient use of space for meetings and other events.
- Answered phone promptly and directed incoming calls to correct offices.
- Handled cash transactions and maintained sales and payments records accurately.
- Managed multiple tasks and met time-sensitive deadlines.
Guest Relations Hostess
Metropolitan Hotel By Habtoor
07.2018 - 03.2019
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed high-pressure situations for improved customer experiences during peak hours.
- Maintained a welcoming atmosphere with attentive service, positively impacting repeat business.
- Trained new employees in company policies and best practices, resulting in consistently positive guest feedback.
- Streamlined guest check-in/check-out processes for increased efficiency and reduced waiting times.
- Assisted guests with special requests or needs, fostering loyalty and enhancing overall experience.
- Developed strong rapport with regular customers through engaging conversations and thoughtful gestures.
- Handled reservation inquiries with professionalism, ensuring accurate bookings and clear communication of hotel amenities.
- Served as a knowledgeable resource for local activities, attractions, dining options, maximizing guests'' enjoyment of their stay in the area.
- Provided support during various events hosted at the venue by coordinating logistics such as seating arrangements or audio-visual requirements.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
Guest Relations Hostess
Kempinski Hotel Mall Of The Emirates
04.2018 - 09.2018
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Managed high-pressure situations for improved customer experiences during peak hours.
- Maintained a welcoming atmosphere with attentive service, positively impacting repeat business.
- Collaborated with team members to ensure smooth operations and exceptional guest services.
- Streamlined guest check-in/check-out processes for increased efficiency and reduced waiting times.
- Trained new employees in company policies and best practices, resulting in consistently positive guest feedback.
- Developed strong rapport with regular customers through engaging conversations and thoughtful gestures.
- Offered personalized recommendations based on guest preferences, increasing satisfaction rates and upselling opportunities.
- Handled reservation inquiries with professionalism, ensuring accurate bookings and clear communication of hotel amenities.
- Provided support during various events hosted at the venue by coordinating logistics such as seating arrangements or audio-visual requirements.
- Handled customer complaints to satisfy and retain guests.
Guest Relations Agent
Oumlil Hotel
12.2017 - 05.2018
- Enhanced guest satisfaction by promptly addressing concerns and resolving issues.
- Streamlined check-in and check-out processes for improved efficiency and guest experience.
- Established strong rapport with guests, fostering loyalty and repeat business.
- Coordinated with other departments to ensure seamless guest service throughout their stay.
- Organized special events for VIP guests, demonstrating attention to detail and commitment to exceeding expectations.
- Managed difficult conversations professionally by actively listening empathetically implementing appropriate solutions.
- Developed relationships with local businesses/vendors creating partnerships that enhance services provided to guests, further elevating their experience.
- Provided accurate information regarding local attractions, restaurants and activities.
Head Hostess
Soundous Hotel
04.2017 - 05.2018
- Enhanced customer satisfaction by efficiently managing reservations and accommodating special requests.
- Streamlined the seating process for increased efficiency and reduced wait times for guests.
- Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
- Collaborated with management to develop strategies for improving overall guest experience and increasing repeat business.
- Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
- Managed communication between front-of-house and back-of-house staff for smoother service during peak hours.
Sales Representative Supervisor
Mega Mall
07.2016 - 01.2017
- Boosted sales performance by implementing effective training programs for the sales team.
- Exceeded quarterly targets through consistent coaching and motivation of sales representatives.
- Streamlined communication between departments, resulting in improved collaboration and increased efficiency.
- Enhanced customer satisfaction by addressing concerns promptly and implementing proactive solutions.
- Set realistic yet challenging goals for sales representatives, inspiring them to reach their full potential.
Education
Diploma in Sales , Reception Restaurant Management -
Dubai School
Rabat, MOROCCO2018
Diploma Assistant Chef in Kitchen
School Al Wafa, Sale Morocco2018
Certificate in English Language
IZCSI School2017
Diploma in Hospitality And Tourism
2016
High School Diploma -
Al Batool Sbihi
Sale Morocco10.2015
Diploma Technician in Hotel Services
ISTA Hay Salam2015
Skills
- Reservations Management
- Social Media Networking
- Marketing
- Travel Coordination
- Opera PMS, MICROS POS, Excel, MS, Office Utilities, MS Outlook
Languages
Arabic
Native or Bilingual
French
Native or Bilingual
English
Full Professional
Spanish
Limited Working
Urdu
Limited Working
Timeline
Concierge
Paramount Hotel Midtown By Damac Properties
02.2022 - Current
Receptionist
Metropolitan Hotel Dubai
11.2019 - 11.2023
Guest Relations Hostess
Metropolitan Hotel By Habtoor
07.2018 - 03.2019
Guest Relations Hostess
Kempinski Hotel Mall Of The Emirates
04.2018 - 09.2018
Guest Relations Agent
Oumlil Hotel
12.2017 - 05.2018
Head Hostess
Soundous Hotel
04.2017 - 05.2018
Sales Representative Supervisor
Mega Mall
07.2016 - 01.2017
Diploma in Sales , Reception Restaurant Management -
Dubai School
Diploma Assistant Chef in Kitchen
Certificate in English Language
Diploma in Hospitality And Tourism
High School Diploma -
Al Batool Sbihi
Diploma Technician in Hotel Services
Similar Profiles
NZAR HAMA RASHEDNZAR HAMA RASHED
Senior Quantity Surveyor at DAMAC Properties, DAMAC Hills Community projectSenior Quantity Surveyor at DAMAC Properties, DAMAC Hills Community project
Abdelrahman LalouAbdelrahman Lalou
ASSISTANT MANAGER- CRM at DAMAC PROPERTIESASSISTANT MANAGER- CRM at DAMAC PROPERTIES
SHAIKHA ALNAQBISHAIKHA ALNAQBI
Executive-Community Management at DAMAC PROPERTIES (LOAMS)Executive-Community Management at DAMAC PROPERTIES (LOAMS)