Michael Abdelnour
Summary
Seeking for a challenging career opportunity in a multi-national corporation, in a domestic or international level. Applying & developing my academic background, past experience and skills. Aim to teamwork & cooperate so as to achieve my target, which is perfection in all the assigned jobs. Show a great attention when recruited to be appropriate for the above mentioned objectives.
Overview
16
16
years of professional experience
Work History
Senior Airport service Agent
Emirates Airlines
Dubai, UAE
08.2012 - 09.2020
- Developed and maintained courteous and effective working relationships.
- Managed time efficiently in order to complete all tasks within deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Processed order transactions and provided customers with detailed itineraries, tickets, receipts and boarding passes.
- Directed passengers to correct airport terminal locations.
- Acted as a team leader at the ticketing desk.
- Reviewed tickets, identification and passports to verify traveler identity.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products and service.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares and clarify rules.
- Sold, printed and issued tickets to guests.
Sales officer
Damas Jewellery LLC Company
Dubai, UAE
06.2008 - 06.2012
- Enhanced sales operations through development of new sales strategies, cold calling techniques and customer follow-up
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Recommended complementary purchases to customers, increasing revenue.
- Used in-store system to locate inventory and place special orders for customers.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Evaluated costs against expected market price points and set structures to achieve profit targets.
- Captured and completed sales with customer-savvy quotes, proposals, and contract management strategies.
- Prepared sales reports with informative graphs and charts to outline key data.
Guest service officer
Hyatt Regency Taba Heights
Egypt
06.2007 - 05.2008
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Answered hotel phones with professionalism and directed calls appropriately.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Prepared reports on guest satisfaction levels and other metrics.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Trained new staff members in customer service techniques and hotel operations
Guest service officer
Radisson SAS Taba
Egypt
01.2007 - 06.2007
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Answered hotel phones with professionalism and directed calls appropriately.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Prepared reports on guest satisfaction levels and other metrics.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Trained new staff members in customer service techniques and hotel operations
Tour desk representative
Soliman Travel International LTD
Taba, Egypt
10.2006 - 12.2006
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Understood each target customer's business model, mapped out organization, and identified unique technology needs.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Planned and organized tours by determining routes, selecting sights and landmarks to visit, and coordinating transportation and accommodations.
- Provided suggestions and recommendations for activities, restaurants and accommodations to keep customers entertained after tour hours.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Checked tour vehicles for cleanliness, safety and functionality.
Telephone Operator
Radisson SAS Taba
Egypt
06.2005 - 10.2006
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Operated switchboard and routed incoming calls to appropriate departments.
- Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
- Provided helpful, informative technical support to customers on product usage and installation.
- Connected callers with appropriate professional, department, or business.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Identified service improvement opportunities through call volume and performance reports.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
English Teacher
Al Bathiounia primary school
Egypt
09.2004 - 06.2005
- Prepared comprehensive English curriculum for multiple classes.
- Led interesting and diverse group activities to engage students in course material.
- Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Prepared and implemented lesson plans covering required course topics.
- Created and implemented activities to foster critical thinking skills of students.
Education
Zagazig University "Egypt"
05.2004
Skills
- Excellent at most of computer programs - Microsoft Word, Excel, Access, PowerPoint, Outlook, and Internet applications
- Excellent clear and concise interpersonal communicator
- Excellent presentation skills
- Hard worker and dynamic personality with a desire for challenging duties
- Ability to work under pressure in various locations and irregular working hours
- Outgoing personality and proven excellent leadership skills and problem solving abilities
- Exceptional ability in organizing social group functions (trips, picnics, seminars, meetings, etc)
Personal Information
- Military Service: Exempted
- Date of Birth: 04/09/83
- Nationality: Egyptian
- Marital Status: Married
Training
CACE (Center for Adult & Continuing Education) AUC, 01/29/05, 04/26/05, English for Computer, Introduction & keyboarding, Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Power Point
Courses & Training
-Training in hotel reservation.
-Fidelio 6.20(29) harmony front office hotel applications and programs.
-Nabilio harmony front office hotel applications and programs.
-Opera (pms)(3.0.02.00) harmony front office hotel applications and programs.
-Telephone skills.
-Handling guest complaints & customer service training.
-Safety and vocational hygiene training courses.
-Responsible business training.
-Fire fighting training.
-Aircraft Load Control Course.
-Jewelry Training.
Languages
Arabic
Native or Bilingual
English
Full Professional
Timeline
Senior Airport service Agent
Emirates Airlines
08.2012 - 09.2020
Sales officer
Damas Jewellery LLC Company
06.2008 - 06.2012
Guest service officer
Hyatt Regency Taba Heights
06.2007 - 05.2008
Guest service officer
Radisson SAS Taba
01.2007 - 06.2007
Tour desk representative
Soliman Travel International LTD
10.2006 - 12.2006
Telephone Operator
Radisson SAS Taba
06.2005 - 10.2006
English Teacher
Al Bathiounia primary school
09.2004 - 06.2005
Zagazig University "Egypt"