Mohamed Yahya Email & Phone Number

Saskatoon, Sk, Ca

Toronto, Ontario, Canada

o Leader of the Year 2023o Member of Junior Business Council in Toronto.o Handling all the operations in the Front Office in absence of DFO, taking care of preparation of schedules for Front Office departments.o Most improved Employee Engagement Survey in 2023 with overall Front Office 91%, Service Express 95%, Leadership 89%, Bell/Door 98% and Front Desk 88%.o Property Administrator and Trainer for MARSHA, GXP, Givex, Sertifi, Mobile Guest Service, BA Host and Galaxy.o Responsible for the DRATS and SRA audit procedures.

Toronto, Ontario, Canada

Supporting Property Operations and Guest Relations Needs• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.• Ensures compliance with all policies, standards and procedures.• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Supporting Profitability Goals• Understands and complies with loss prevention policies and procedures.• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.Managing the Guest Experience• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.• Empowers employees to provide excellent customer service.• Responds to and handles guest problems and complaints.• Ensures employees understand customer service expectations and parameters.• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.• Records guest issues in the guest response tracking system.Assisting Human Resources Activities• Participates as needed in the investigation of employee and guest accidents.• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.• Ensures employees are cross-trained to support successfully daily operations.• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Toronto, Ontario, Canada

Supporting Property Operations and Guest Relations Needs• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.• Ensures compliance with all policies, standards and procedures.• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Supporting Profitability Goals• Understands and complies with loss prevention policies and procedures.• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.Managing the Guest Experience• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.• Empowers employees to provide excellent customer service.• Responds to and handles guest problems and complaints.• Ensures employees understand customer service expectations and parameters.• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.• Records guest issues in the guest response tracking system.Assisting Human Resources Activities• Participates as needed in the investigation of employee and guest accidents.• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.• Ensures employees are cross-trained to support successfully daily operations.• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Toronto, Ontario, Canada

Supporting Property Operations and Guest Relations Needs• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.• Ensures compliance with all policies, standards and procedures.• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Supporting Profitability Goals• Understands and complies with loss prevention policies and procedures.• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.Managing the Guest Experience• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.• Empowers employees to provide excellent customer service.• Responds to and handles guest problems and complaints.• Ensures employees understand customer service expectations and parameters.• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.• Records guest issues in the guest response tracking system.Assisting Human Resources Activities• Participates as needed in the investigation of employee and guest accidents.• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.• Ensures employees are cross-trained to support successfully daily operations.• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Dubai, United Arab Emirates

• Customer Satisfaction (Guest Feedback, Social Media Review).• Financial Performance (Up selling, Room Revenue, Operation Auditing).• Showing Initiative, Problem Solving, Staff Training, Team Leading.• Manages and motivates the Front Office team in order to provide a high standard of service for customers.• Welcomes guests and fosters customer loyalty through his/her friendly manner.• Develops high quality relationships with guests throughout their stay.• Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.• Provide high level of customer service and maintain a high profile in the day to day front office operations.• Ensure that personalized service is offered to each and every guest.• Ensures that the pricing policy and internal audit procedures are duly applied.• Supervises the management of debtors, group and individual guest invoicing and cash operations.• Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.• Prepare monthly and daily revenue report and circulate to all HOD's.• Prepare Room revenue and occupancy forecast take action on rate strategies.• Integrates and trains employees, providing support for skills development.• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR

Dubai Emirate, United Arab Emirates

• Customer Satisfaction (Guest Feedback, Social Media Review).• Financial Performance (Up selling, Room Revenue, Operation Auditing).• Showing Initiative, Problem Solving, Staff Training, Team Leading.• Manages and motivates the Front Office team in order to provide a high standard of service for customers.• Welcomes guests and fosters customer loyalty through his/her friendly manner.• Develops high quality relationships with guests throughout their stay. • Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.• Oversee and supervises guest arrivals and departures with the front office executive and duty managers.• Provide high level of customer service and maintain a high profile in the day to day front office operations.• Ensure that personalized service is offered to each and every guest.• Ensures that the pricing policy and internal audit procedures are duly applied. • Supervises the management of debtors, group and individual guest invoicing and cash operations. • Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.• Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.• Prepare monthly and daily revenue report and circulate to all HOD's.• Prepare Room revenue and occupancy forecast take action on rate strategies.• Integrates and trains employees, providing support for skills development.• Ensures that all front desk employees are well presented (uniforms, personal hygiene etc), and also punctual.• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.• Makes sure that the hotel's pricing policy and sales pitches are duly applied in order to optimise REVPAR

Dubai, United Arab Emirates

Supporting Property Operations and Guest Relations Needs• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.• Ensures compliance with all policies, standards and procedures.• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.Supporting Profitability Goals• Understands and complies with loss prevention policies and procedures.• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.Managing the Guest Experience• Intervenes in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee well being is preserved.• Empowers employees to provide excellent customer service.• Responds to and handles guest problems and complaints.• Ensures employees understand customer service expectations and parameters.• Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.• Records guest issues in the guest response tracking system.Assisting Human Resources Activities• Participates as needed in the investigation of employee and guest accidents.• Conducts regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance.• Ensures employees are cross-trained to support successfully daily operations.• Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

Dubai, United Arab Emirates

• Manage and supervise all tasks of the astaff• Communicate with FOM on all matters re: guest services & hotel operations• Provide functional assistance and direction to all departments• Cooperate, coordinate and communicate with other hotel departments as required• Ensure guests receive prompt attention and personal recognition throughout the hotel• Respond to guest needs and resolve related problems• Supervise and direct Rooms and Front Office personnel• Inspect front of house and back of house regularly for cleanliness and orderliness• Assist Guest Relations in greeting, rooming, and sending off guests• Monitor appropriate standards of conduct, uniform, hygiene, and appearance of staff• Provide input for Front Office meetings and conduct daily briefings• Promote inter-hotel sales and in-house facilities• Check billing instructions and monitor guest credit• Analyze and approve discounts and rebates• Analyze the rate variance report to ensure rooms revenue control• Fully conversant with all hotel emergency procedures• Ensure that front line staff complies with FIT marketing techniques and maximizes sales• Fully aware of the Credit Policy• Take full responsibility of Front Office staff in absence of the FOM• Perform related duties and special projects assigned by FOM

Dubai, United Arab Emirates

• Checking rooms due to arrive in terms of (status, keys, registration card, welcome drink, Etc.).• Blocking rooms with attention to guests’ special requests.• Closing all city ledger charges.• Checking all traces and follows up with all requests on daily basis.• Checking all open accounts.• Following up with travel agents on missing vouchers and payments. • Checking all day transactions and get all receipts signed.• Printing contingency reports daily.• Checking cash in advance accounts.• Reviewing all rooms departing next day in terms of (vouchers, payments, transportation orders, Etc.).• Posting “laundry, diving, baby sitter, flowers’ bills to the right accounts.• Reviewing all arrival rooms checked in, in terms of (length of stay, voucher, fixed charge, routing, Etc.).• Checking paymasters.• Filling all registration cards and outlets cheques.• Reviewing housekeeping discrepancy report. • Print all necessary reports such as complimentary rooms, open balance, batch folio interim, rate variance, message all in house and arrival, Etc..)• Cashier review and closure.

Dubai, United Arab Emirates

• Checking rooms due to arrive in terms of (status, keys, registration card, welcome drink, Etc.).• Blocking rooms with attention to guests’ special requests.• Closing all city ledger charges.• Checking all traces and follows up with all requests on daily basis.• Checking all open accounts.• Following up with travel agents on missing vouchers and payments. • Checking all day transactions and get all receipts signed.• Printing contingency reports daily.• Checking cash in advance accounts.• Reviewing all rooms departing next day in terms of (vouchers, payments, transportation orders, Etc.).• Posting “laundry, diving, baby sitter, flowers’ bills to the right accounts.• Reviewing all arrival rooms checked in, in terms of (length of stay, voucher, fixed charge, routing, Etc.).• Checking paymasters.• Filling all registration cards and outlets cheques.• Reviewing housekeeping discrepancy report. • Print all necessary reports such as complimentary rooms, open balance, batch folio interim, rate variance, message all in house and arrival, Etc..)• Cashier review and closure.

Salalah, Sultanate Of Oman

• Worked as Front Desk Shift leader (take care of GSS reports Weekly/Monthly basis, setup the duty Rota for Front Desk staff & Attend Morning briefing) • Handling Night shift of taking all responsibilities of the hotel as Night Auditor and Front desk agent running the Micros & Opera system for the next day as well• Provide prompt, courteous and efficient service to all guest, so as to achieve a high level of customer satisfaction through personalized service from arrival till departure • Ensure guests are personally greeted by name, if known and escorted to their room to make them feel expected and welcomed • Conduct in room & hotel familiarization and assist guest in hotel activity enquiries / requests • Maintain an up to date knowledge of hotel information and local services, including operating hours, promotions, events, attractions and any allied information to respond to guest queries • Allocate rooms for arrival guests & groups according to the standards and room types • Maintain an awareness of rate levels to be sold on a daily basis and the occupancy levels • Process accounts from check-in to check-out, ensuring accurate postings of all incidental charges using computerized Front Office systems • Maintain the privacy of all guests by ensuring that no details of the guests are disclosed • Demonstrate a complete understanding of the hotel's policies, procedures and service standards and have full knowledge of the hotel facilities and happenings• Ability to adapt the working atmosphere quickly and act as one of the team members probably• Attended Passport to Success Marriott Training programs Hotel Knowledge, Operation, Cashiering, Marriott Rewards

Sharm El Sheikh, Egypt

• Checking rooms due to arrive in terms of (status, keys, registration card, welcome drink, Etc.).• Blocking rooms with attention to guests’ special requests.• Closing all city ledger charges.• Checking all traces and follows up with all requests on daily basis.• Checking all open accounts.• Following up with travel agents on missing vouchers and payments. • Checking all day transactions and get all receipts signed.• Printing contingency reports daily.• Checking cash in advance accounts.• Reviewing all rooms departing next day in terms of (vouchers, payments, transportation orders, Etc.).• Posting “laundry, diving, baby sitter, flowers’ bills to the right accounts.• Reviewing all arrival rooms checked in, in terms of (length of stay, voucher, fixed charge, routing, Etc.).• Checking paymasters.• Filling all registration cards and outlets cheques.• Reviewing housekeeping discrepancy report. • Print all necessary reports such as complimentary rooms, open balance, batch folio interim, rate variance, message all in house and arrival, Etc..)• Cashier review and closure.• Follow up with Shuttle bus booking and timings.• Book restaurants reservations.• Escorting VIP guests and anticipates all their expressed and unexpressed wishes.

Alexandria, Egypt

Training in the Front Office departments

Bechelor Of Hotel Management, Hospitality Administration/Management, Very Good

High School, High School/Secondary Diplomas And Certificates, High School