Hisham Zein
Lanham,MD
Summary
Dynamic hospitality professional with 7+ years of progressive experience in hotel operations, front office management, and customer service. Proven track record of advancing from entry-level roles to director-level leadership through dedication, adaptability, and excellence in guest satisfaction. Skilled in team leadership, process optimization, and cross-departmental coordination. Fluent in English, Arabic, Amharic, and Tigrigna.
Overview
13
13
years of professional experience
Work History
Operations Manager
Hampton Inn & Suites By Hilton
Glenarden, MD
06.2023 - Current
- Oversee daily hotel operations, ensuring exceptional guest satisfaction, staff performance, and compliance with Hilton brand standards.
- Lead a team across multiple departments (front desk, housekeeping, F&B) to maximize efficiency and service quality.
- Implement cost-saving initiatives and process improvements, boosting operational effectiveness.
- Manage budgeting, forecasting, and staff scheduling to optimize resources.
Office Manager
DoubleTree by Hilton
Silver Spring, MD
01.2022 - 01.2023
- Supervised front office operations including guest check-in/out, reservations, and billing accuracy.
- Coached and developed front desk staff, improving service ratings and team morale.
- Handled escalated guest issues with professionalism, maintaining strong guest loyalty.
- Assisted with administrative reporting, payroll, and operational coordination.
Front Desk Agent / Night Auditor
Hilton Garden Inn
Bethesda, MD
01.2019 - 01.2022
- Transitioned from banquet lead to front desk and later night audit roles, showcasing adaptability.
- Checked guests in/out, processed payments, and handled reservations with high accuracy.
- Conducted nightly audits of accounts, ensuring compliance and financial accuracy.
- Supported sales and reservations team by upselling rooms and services.
Lead Banquet Server
Hilton Garden Inn / Shamin Hotels
Greenbelt, MD
01.2017 - 01.2019
- Coordinated banquet set-up, food service, and breakdown for events of up to 300 guests.
- Trained and mentored new banquet staff, fostering team efficiency.
- Delivered high standards of guest service while managing multiple dining areas.
Houseman
Hilton Garden Inn / Shamin Hotels
Greenbelt, MD
01.2017 - 01.2019
- Supported housekeeping team with room preparation, deep cleaning, and public area upkeep.
- Assisted banquet and maintenance teams with set-ups, ensuring smooth event operations.
- Recognized for reliability and cross-departmental support, leading to promotion into banquet services.
Cashier
Gold Coast Café
Washington, DC
01.2017 - 01.2018
- Processed transactions efficiently while maintaining excellent customer service.
- Managed cash drawer with accuracy and resolved discrepancies promptly.
Retail Associate
GameSharks
Jeddah, KSA
01.2014 - 01.2016
- Assisted customers with product recommendations and troubleshooting.
- Improved customer satisfaction by resolving issues and providing tailored service.
Education
Associate - English Studies
EF (English First)
Singapore01-2015
High School Diploma - undefined
Al Hukkamma International School
Jeddah, KSA01-2013
Skills
- Hotel Operations Management
- Guest Experience & Service Recovery
- Budgeting, Scheduling & Cost Control
- Front Desk & Night Audit Procedures
- Banquet & Event Coordination
- Staff Training & Leadership Development
- Cross-Departmental Collaboration
- Fluent in English, Arabic, Amharic, Tigrigna
Timeline
Operations Manager
Hampton Inn & Suites By Hilton
06.2023 - Current
Office Manager
DoubleTree by Hilton
01.2022 - 01.2023
Front Desk Agent / Night Auditor
Hilton Garden Inn
01.2019 - 01.2022
Lead Banquet Server
Hilton Garden Inn / Shamin Hotels
01.2017 - 01.2019
Houseman
Hilton Garden Inn / Shamin Hotels
01.2017 - 01.2019
Cashier
Gold Coast Café
01.2017 - 01.2018
Retail Associate
GameSharks
01.2014 - 01.2016
High School Diploma - undefined
Al Hukkamma International School
Associate - English Studies
EF (English First)