Riad H. Riad
Kissimmee
Summary
With extensive experience in the hospitality industry, specifically in resorts, hotels, and cruise ships, along with inbound and outbound customer service and collections, I am a seasoned customer service management professional. Possessing over 35 years of expertise, I am known for my exceptional listening and critical thinking abilities. Thriving in team environments, I excel at problem-solving. Additionally, I have a strong grasp of management methods and techniques and am a dedicated professional committed to providing exceptional customer experiences.
Overview
48
48
years of professional experience
Work History
Customer Service Ambassador
VIP Hospitality
11.2024 - Current
- Assisted customers with navigating different MCO terminals
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Researched and corrected customer concerns to promote company loyalty.
- Followed through with client requests to resolve problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
Ambassador Customer Service
Top Talent Staffing
10.2017 - 11.2024
- Direct and guide visitors and providing accurate information to all inquiries
- Explain to passengers what services are available to them at the airport
- Resolve customer requests, questions and complaints regarding MCO services or products
- Provide superior customer service to passengers
- Assist in relaying airline rules, information to passengers checking in
- Following and requesting passengers to adhere to airport regulations
- Assisting in the safety of the airport and boarding process
Assistant Store Manager
VILLA Enterprises
02.2016 - 10.2017
- Supervise efficient working of departments and assigned shift
- Train the new staff according to company policy and procedure, handling inventory effectively when needed
- Monitor and manage guest negative comments, ensure satisfaction and administer efficient follow up for same to receive feedback
- Perform regular inspection of food and beverage preparation, presentation and maintain inventory to enhance sales
- Maintain and ensure compliance to established food quality and standards
- Manage workload and ensure effective working of store activities and maintain excellent standards to meet operational expectations
Toll Attendant
Resource Employment
11.2014 - 08.2015
- Operated all sorts of toll collection equipment, and monitored available cash
- Monitored traffic flows and reported about emergencies and rules violations
- Collected toll fees, provided receipts, counted cash received and examined bills and coins received
- Classified vehicles, directed traffic on vessel and collected proper toll amount according to type of vehicles
- Assisted in deck and equipment repairs and handling discharge lines
- Directed traffic and operated traffic ramps and gates on vessel
- Load and unloaded materials on vessel and performed routine maintenance on vessels
- Complete operational reports, balanced cash and prepared accurate cash deposits, at end of shift
Food and Beverage Supervisor
Areas USA
05.2013 - 09.2013
- Company Overview: http://areasusa.com/
- Monitors and observes the day-to-day activities of subordinates, coordinates breaks for hourly associates, keeps management informed of area activities and any significant problems
- Completes opening, daily and closing procedures/checklists in accordance with company policies/procedures
- Implements product rotation based on product code dates in warehouse and concepts, orders product and participates in physical inventory counts as required
- Resolves customer complaints in a manner consistent with company policy, and with customer satisfaction in mind
- Operates cash register, POS and Micros: voids transactions as needed while following all cash handling policies and procedures, and maintains proper security of cash at all times
- Practices excellent food safety and sanitation practices and complies with HACCP standards
- Monitors compliance with safety guidelines, builds awareness about safety, and reports any safety concerns to management
- Http://areasusa.com/
Deputy Operation Manager
Travcotels the Cruise Company of Egypt
09.1999 - 01.2012
- Company Overview: http://www.travcotels.com/
- Handling contracts with travel agencies, seasonal occupancy, seasonal charter contracts, financial operations procedures, audit monthly weekly reservations and overall occupancy for the 20 cruise ships
- Contacting branches, cruise managers and regional manager to assure the fluidity of the operation
- Organizing management team duties and rotating, track the spending of overall cruises operation (including food cost, maintenance, accommodation.....), ensuring that it operates within budgetary guidelines
- Setting rates for rooms, prices for meals, and fees for other services for groups, individuals guests
- Set up annual renovation, dry dock, necessary updates for cruise ships
- Http://www.travcotels.com/
Cruise Director
Presidential Nile Cruise
09.1990 - 08.1999
- Company Overview: http://pnccruises.com/
- Responsible for the performance of the Galley, Dining room, Bar, Housekeeping Department, Pursers Department, Crew/Public areas, onboard purchasing, ordering and storage, revenue and cost control, Medical and Entertainment Department and all onboard pax related matters
- Co-ordinate the work of the various Departments to achieve a smooth running operation
- Http://pnccruises.com/
Restaurant Manager
Isis Hotel - Luxor
03.1990 - 07.1990
- Company Overview: http://www.pyramisaegypt.com/pyramisaisishotel
- Responsible for all areas of the food & beverage operations
- Ensure all customers are provided with outstanding service
- Ensure kitchen, restaurant, and bar operations are opened and closed according to policy
- Ensure the food & beverage operations are properly staffed with trained competent individuals
- Maintain all liquor regulations as set out by the A.G.C.O
- Adhere to all government guidelines for proper and safe food and beverage service (Serve Safe; Smart Serve; Food Handling Training Protocol - Ministry of Health)
- Ensure waste is minimized and properly recorded
- Participate on committees to assist with event details, and other special requirements
- Responsible for report generation on a per needs, monthly and fiscal basis
- Other duties as assigned by the Food & Beverage Manager
- Http://www.pyramisaegypt.com/pyramisaisishotel
Head Waiter
Oberoi Hotels & Resorts
12.1976 - 03.1990
- Company Overview: http://www.oberoihotes.com/
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Recorded customer orders and repeated them back in a clear, understandable manner
- Promptly reported complaints to a member of the management team
- Answered questions about menu selections and made recommendations when requested
- Assisted management with monthly inventory control and weekly stock ordering
- Closely followed standard procedures for safe food preparation, assembly and presentation to ensure customer satisfaction
- Helped with preparation, set-up, and service for catering events
- Carry out additional tasks as instructed and by reasonable request from the senior team
- Adhere to all policies and procedures as outlined by the hotel
- Http://www.oberoihotes.com/
Education
High School Diploma - French Education
College De la Salle
4 Years College -
Faculty of Archaeology
01.1976
Skills
- Staff management
- Employee Scheduling
- Event planning
- Event Management and Promotion
- Communicates effectively
- Expense Control
- Staff training
- Facility Management
- Luxury guest services
- Performance Evaluations
- Process Redesign
- Problem Resolution
Additional Information
More details, information, certificate of services, data, contacts info will be provided upon request or upon calling for interview.
Timeline
Customer Service Ambassador
VIP Hospitality
11.2024 - Current
Ambassador Customer Service
Top Talent Staffing
10.2017 - 11.2024
Assistant Store Manager
VILLA Enterprises
02.2016 - 10.2017
Toll Attendant
Resource Employment
11.2014 - 08.2015
Food and Beverage Supervisor
Areas USA
05.2013 - 09.2013
Deputy Operation Manager
Travcotels the Cruise Company of Egypt
09.1999 - 01.2012
Cruise Director
Presidential Nile Cruise
09.1990 - 08.1999
Restaurant Manager
Isis Hotel - Luxor
03.1990 - 07.1990
Head Waiter
Oberoi Hotels & Resorts
12.1976 - 03.1990
High School Diploma - French Education
College De la Salle
4 Years College -
Faculty of Archaeology
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