Ahmed Shaat
Dubai
Summary
An experienced Reservations Manager with over ten years of experience in Hotels, Villas, Event Management, Reservations, Revenue Management, and Staff Management. Proactive and enthusiastic, with excellent analytical skills and a strong focus on customer service. Fluent in Arabic and English.
Overview
10
10
years of professional experience
16
16
Certifications
Work History
Cluster Reservations Manager
Al Seef Heritage Hotel Dubai, Curio Collection by Hilton
8 2022 - Current
- Revenue Generation: the hotel through actively promoting and selling available accommodation to guests achieving occupancy and average rate objectives while maintaining rate integrity and maximizing the revenue per available room taking into account practised seasonal based pricing strategies Market Research: Analyses and reviews key dates and occupancy levels adjusting strategies when needed
- Staff Relations: Maintain and improve staff relationships; conducts monthly and quarterly reviews of objectives and training, including Health and Safety; sales and customer service
- Builds a feeling of camaraderie in the workforce, retaining excellent staff for long periods and taking on returners from Sabbaticals
- Financial: Sets pricing structures for each market segment to maximise revenue generation
- Evaluates and implements correct strategies to maximize revenue through the transient Hotel segment
- Evaluates market share reports to understand trends and opportunities
- Brand management: Fully familiar with the Conrad Brand Standards and Quality Assurance Audit ensures that standards of service are consistent
- Keeps up to date with the SALT results and seeks to influence these results by following the Doubletree Standards positively
- Customer Service: Maintains a high guest service focus by focusing on guests' experience being proactive and acting promptly towards their needs and requests
- Always promotes a friendly, efficient, accurate and polite service
- Problem Solving: Resolves issues quickly; uses, initiative to minimise escalation of problems; communicates clearly and attains much repeat custom
- Promotes Services: Actively promotes the brand; ensuring it is known and recommended for its quality services and facilities
- Time Keeping: Reports to duty punctually and consistently; streamlines activity for better productivity and time management
- Multiple Priorities: Flexible, responds quickly and positively to ensure changing priorities are understood and successfully managed
- Operations: Ensures the smooth running of the Reservations Department
- Controls room and rates, liaising with Cluster Director of Commercial Revenue Manager/ Director of Sales to ensure all objectives met
- Communication: Answers all e-mails and faxes within specified timescale; handles telephone inquiries and manages main email accounts
- Strategies: Sets and maintains selling strategies implementing a quality brand across all Distribution Channels
- Applies appropriate availability controls in all systems to maximize revenue pro-actively up selling to higher room types to maximize revenue
- Share Knowledge: Keeps the Reservations Team informed of promotions
- Check daily reports: Yesterday's reservations; cancellations, arrival list and other and follows up on prepayments
- Books: Ensures books balance at least every 30 days
- Manages and checks Rebates and Reasons implements solutions minimising escalation and liaising with peers when necessary
- Check Inventory parity in Opera and OnQ R&I
- Check OOO/OOS Rooms status
Reservations Agent
Hilton Hotels and Resorts
06.2024 - 11.2024
- Bookings | Customer Service | Promotions | Analysis | Data Entry
Cluster Reservations Agent
Hilton Dubai, The Walk, Hilton Dubai Jumeirah Resort & Hilton Dubai Creek
12.2024 - 10.2024
- Handled room reservations for three properties of Hilton in Dubai (Hilton Dubai The Walk, Hilton Dubai Jumeirah Resort and Hilton Dubai The Walk)
- Bookings | Admin | Problem Solving | Enquiries | Upselling/cross-selling
Assistant Reservations Manager
Hilton Garden Inn Mall of the Emirates
04.2024 - 05.2024
- Reservations: Assists in the day-to-day operations of the Reservations Department Manage telephone, fax and email enquiries promptly and professionally and by company, standards ensuring accuracy and attention to detail at all times Understand seasonal and historical trends and work within them to ensure maximum occupancy and average room rates
- Fire & Safety | Delegation | Customer Care | Analysis | Meetings
Reservations – Pre-Opening Supervisor in Charge
Hilton Garden Inn Mall of the Emirates
11.2024 - 03.2024
- Accountable for department offerings of optimum service to guests, visitors and other hotel departments
- Sales | Customer Satisfaction | Staff Development | Bookings
Night Auditor
Hilton Hotels and Resorts
05.2024 - 03.2024
- Managed nightly hotel operations
- Verified accurate balance of all revenue followed up and resolved discrepancies.
Cluster Reservations Manager
DoubleTree by Hilton Resort & Spa Marjan Island
07.2021 - 07.2022
- Revenue Generation & revenue analyst | Market Research: Staff Relations | Financial| Customer Service | Problem Solving | Time Keeping: Multiple Priorities | Health and Safety | Operations | Communication | Strategies Staff Development | Share Knowledge: Check daily reports | VIP Books | Confidentiality | Online Systems
Assistant Reservations Manager
Conrad Maldives Rangali Island
06.2019 - 07.2021
- Team Management Revenue Generation & revenue analyst | Market Research
- Staff Relations | Financial| Customer Service | Problem Solving | Time Keeping: Health and Safety | Operations | Communication | Strategies Staff Development | Share Knowledge: Check daily reports | VIP Books | Confidentiality | Online Systems| Weekly, Monthly & Yearly Reports for Owners.
Education
Faculty of Commerce, Accounting Department -
Skills
Proactive
Analytical
Determined
Team-Player
Target Driven
Multiple Priorities
Equality/Diversity
Customer Care
Flexible
Mobile
Health and Safety
Fire Assessments
Emergencies/Incidents
Wages/Rotas and Holidays
Notices and Signs
Policies/Regulations and Compliance
Corporate Reservations
Bookings/Group Reservations
Forecasting
Managing Sales
Guest Expectations
Customer Satisfaction Surveys
Reservation Organisation
Management Admin
Delegation
Customer Satisfaction
Administration
Event Management
Staff Management/Development
Training and Presentations
HR and Recruitment
Selling and Marketing Strategies
Microsoft Office and in-house software packages
Proficient in Arabic & English
Certification
Coaching Programme Certificate, Hilton Garden Inn Mall Of The Emirates
Personal Information
- Place of Birth: Benha
- Date of Birth: 02/04/88
- Gender: Male
- Nationality: Egyptian
- Marital Status: Married
Awards
- Nominated for CEO AWARD 2018
- Nominated as a Best Team Member Runner up Heart of the House for July, November 2014 and Jan 2015
- Awarded as a Runner Up for Reservations Department for overall Performance 2014
- Nominated as a Best Team Member for Jan 2016 Hilton Garden Inn Dubai Mall of The Emirates
Militarystatus
Exempted
References
available upon request
Training
- Train the trainer (Hilton Worldwide)
- Revenue Training in RMCC (Revenue Management Consolidated Centre)
- Elevate2 Advanced skills for managers Hilton Dubai The Walk
- Lead 2.1 Virtual Leadership Development Series with Harvard (EMEA)
- REVENUE MANAGEMENT WORK LEVEL 1 WORKSHOP
- REVENUE MANAGEMENT WORK LEVEL 2 WORKSHOP
Timeline
Cluster Reservations Agent
Hilton Dubai, The Walk, Hilton Dubai Jumeirah Resort & Hilton Dubai Creek
12.2024 - 10.2024
Reservations – Pre-Opening Supervisor in Charge
Hilton Garden Inn Mall of the Emirates
11.2024 - 03.2024
Reservations Agent
Hilton Hotels and Resorts
06.2024 - 11.2024
Night Auditor
Hilton Hotels and Resorts
05.2024 - 03.2024
Assistant Reservations Manager
Hilton Garden Inn Mall of the Emirates
04.2024 - 05.2024
Cluster Reservations Manager
DoubleTree by Hilton Resort & Spa Marjan Island
07.2021 - 07.2022
Assistant Reservations Manager
Conrad Maldives Rangali Island
06.2019 - 07.2021
Cluster Reservations Manager
Al Seef Heritage Hotel Dubai, Curio Collection by Hilton
8 2022 - Current