Zack (Ahmed) Mohammed
Atascadero,CA
Summary
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Hotel General Manager
Home2 Suites By Hilton IMM HOTELS
03.2022 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Supervised team of 35 front desk, housekeeping and maintenance team helped to resolve issues arising during shifts.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Established and upheld brand standards, promoting great customer service and assistance to guests.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Prepared monthly finance reports.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Complied with established internal controls and policies.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Coordinated household cleaning service operations and managed client relations.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Established and enforced safety protocols and guidelines for staff.
- Monitored staff performance and provided feedback to drive productivity.
- Performed preventive maintenance and repairs on various types of equipment.
- Inspected, tested and adjusted mechanical and electrical systems to facilitate proper functioning.
- Supervised maintenance functions, working collaboratively with sanitation crews on shop floor upkeep and repairs.
Operations Manager
LaBellasera Hotel
02.2020 - 02.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Partnered with vendors and suppliers to effectively manage and budget.
- Trained new employees on proper protocols and customer service standards.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Reconciled cash and credit card transactions to maintain accurate records.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Reduced health risks and safety hazards by preparing beverage products consistently while creating cleaning schedules, restocking items and sanitizing equipment to adhere to health department standards.
Operation Manager/Front Desk Office Manager
Oxford Hotel
06.2019 - 02.2020
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Reported issues to higher management with great detail.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Communicated repair needs to maintenance staff.
- Placed orders for housekeeping supplies and guest toiletries.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Established and enforced safety protocols and guidelines for staff.
Night Auditor
Hampton Inn By Hilton
10.2017 - 06.2019
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Kept accounts in balance and ran daily reports to verify totals.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Updated customer accounts with add-on room charges, minibar use, and room service bills.
- Entered customer data into room system and updated information whenever patrons changed rooms.
Front Desk Manager
LaBellasera Hotel& Suites
10.2016 - 06.2019
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained transaction security by verifying payment cards against identification.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Stock Associate
Walmart
07.2016 - 05.2017
- Checked and pulled defective or expired products from shelves.
- Maintained fitness in order to move merchandise efficiently and safely.
- Conducted periodic inventory inspections and reported out-of-stock items.
- Performed inventory control, such as counting, and stocking merchandise.
- Processed and packaged stock items for customer purchases.
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
- Helped customers locate desired items and transfer oversized items to vehicles.
- Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
- Rotated stock correctly to prevent out-of-date products and removed aging items from main shelving to build special promotional displays.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Stocked shelves to match planogram images and instructions.
Dishwasher
Courtyard By Marriott
07.2016 - 10.2016
- Followed supervisor instructions to complete tasks on time.
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Cleared, washed and stacked all plates, dining utensils, and trays quickly and without breaking.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
- Worked with chemicals such as detergent, rinse agents, and sanitizers to protect customer health.
- Kept work area clean, dry, and free of debris to prevent incidents and accidents.
Customer Service Quality Analyst
Teleperformance Egypt
03.2012 - 05.2016
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Created customer support strategies to increase customer retention.
- Managed department call volume of 20,000 calls per day and coordinated department schedules to maximize coverage during peak hours.
Field Archaeologist
Egyptian Ministry Of Tourism & Antiquities
06.2006 - 01.2011
- Used specialized techniques to safely remove cultural relics, pottery, tools and remains.
- Input data gleaned from artifacts discovered during archaeological excavations into internal database for additional scientific analysis.
- Described artifacts' physical properties or attributes.
- Assessed artifacts and noted physical properties in exact detail.
- Gathered and analyzed artifacts and skeletal remains to increase knowledge of ancient cultures.
- Detailed daily excavation findings and discoveries in thorough research reports, presentations and published papers.
- Gathered and organized data to help understand and evaluate social processes and notable patterns.
- Managed tour groups by keeping on schedule and quickly handling issues to promote positive experiences.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Planned and organized tours by determining routes, selecting sights and landmarks to visit, and coordinating transportation and accommodations.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Collaborated with other tour guides to provide comprehensive and enjoyable experience.
- Inspected, dated and authenticated material evidence and documented information for research purposes.
- Advanced knowledge of both undergraduate and graduate students in anthropology, teaching more than200 every semester.
- Advised government agencies, private organizations and communities regarding proposed programs, plans and policies and potential impacts on cultural institutions, organizations and communities.
- Composed and published academic findings and research for scholarly articles and journals and presented findings at conferences to highlight, discuss and debate project results.
Education
Goethe
Associate of Arts - Intercultural, Multicultural, And Diversity Studies
Ministery of Tourism
Egypt, Cairo10.2012
Associate of Arts - Polish Language
Egyptian-Polish Society
Cairo,Egypt10.2010
Associate of Arts - German Language And Literature
Goethe Institute Cairo
Cairo, Egypt06.2008
Bachelor of Science - Egyptologist & Hotel Management
College of Tourism & Hotel Managment
Suez Canel University 05.2005
Skills
- VIP Services
- Staff Supervision
- Travel Coordination
- Hospitality Management
- Records Management Systems
- Operational Efficiency
- Emergency Preparedness
- Employee Performance Evaluations
- Professional Relationships
- Workflow Schedules
- Motivational Leadership
- Regulatory Compliance
- Revenue Recognition
Timeline
Hotel General Manager
Home2 Suites By Hilton IMM HOTELS
03.2022 - Current
Operations Manager
LaBellasera Hotel
02.2020 - 02.2022
Operation Manager/Front Desk Office Manager
Oxford Hotel
06.2019 - 02.2020
Night Auditor
Hampton Inn By Hilton
10.2017 - 06.2019
Front Desk Manager
LaBellasera Hotel& Suites
10.2016 - 06.2019
Stock Associate
Walmart
07.2016 - 05.2017
Dishwasher
Courtyard By Marriott
07.2016 - 10.2016
Customer Service Quality Analyst
Teleperformance Egypt
03.2012 - 05.2016
Field Archaeologist
Egyptian Ministry Of Tourism & Antiquities
06.2006 - 01.2011
Goethe
Associate of Arts - Intercultural, Multicultural, And Diversity Studies
Ministery of Tourism
Associate of Arts - Polish Language
Egyptian-Polish Society
Associate of Arts - German Language And Literature
Goethe Institute Cairo
Bachelor of Science - Egyptologist & Hotel Management
College of Tourism & Hotel Managment
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