تامر علام

• Be responsible for managing results-oriented contract services, including supervision.
• Act as the ownership representative after 6:00 pm daily and through the closing of the mall and its common areas.
• Enforce the Center’s quality standards of service with all active onsite staff.
• Be the primary spokes person to report any major after-office issues to the General Manager, Operations Director, or assigned senior mall management.
• Prepare a daily shift report on property happenings and observations. This includes performances by valet parking, janitorial, food courts, security, MEP, and CCTV. Make notes on any property damages observed or equipment malfunctions, and records tenant and customer interactions and feedback
• Make arrangements for special overnight cleaning and maintenance setups, as well as tenant special deliveries and store inventory/merchandising works.
• Check from an ownership level that the mall is properly secured at closing time (after all restaurants are closed) and remaining contracted services are deployed and operating correctly.
• Check and report on all BOH areas and Truck Dock for any operational issues. This involves employee restroom and locker room areas, refuse areas, food court kitchens, and fire exits.
• Inspect the interior/exterior of the building on a daily basis and follows up on any deficiencies noted, including with outsourced service providers.
• Coordinate with Serco for parking, traffic, truck dock, and valet services.
• Supervise and oversee the janitorial and maintenance functions, including walkthroughs, meetings, and work orders.
• Supervise and check all contracted services for performance, making management style decisions and verifying that staffing levels are being observed.
• Be responsible for the on-site waste management and recycling program, and the center-level relationship with the company’s waste management partner.
• Maintain a responsive open-line of communication with the tenants. Handle tenant complaints, operational considerations, and regular fire and life safety systems.
• Maintain all fire and life safety systems according to local code and in a way that protects visitors, shoppers, and employees at all times while on site at the Center.
• Maintain liaisons with various government departments on building and safety issues. Resolve municipal issues in a timely manner.
• Work directly with regional and corporate managers on regional and national initiatives.
• Coordinate marketing-related requests with appropriate operational departments.


• Assisting marketing in both events and promotional work. This may involve set-ups, manpower arrangements, supervision, and interaction with marketing suppliers and services.
• Provide regular monthly reviews of center incident reports and trends, and implement appropriate programs to minimize incidents of risks within the Center.
• Assist with emergency planning and response in coordination with other key members of the management team.
• Manage and oversee any on-site equipment or asset inventory.
• Assist Hospitality Services on issues arising from customer interactions and booth requirements, etc.
• Participate in Manager-on-Duty rotation at the direction of the General Manager.
• Attend regular facilities meetings as required.
• Attend required training classes and programs, as appropriate.
• Work weekends, holidays, and off-hours.
• Other duties as assigned.

February 2012 till Present
Front Desk Manager
Amwaj Rotana Jumeirah Beach Hotel
Keeps abreast of all hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff is able to answer guest requests and questions.
➢ Emphases on Managing Hotel Operations at night.
➢ Trained in Fire Safety, Evacuation, And Emergency Action Procedures.
➢ Has basic knowledge off all Engineering Operations.
➢ Handles all Staff Emergencies during the night.
➢ Knowledgeable in F&B outlet night operations and closure procedure.
➢ Responsible for the Opera Auditing Procedures.
➢ Directs Front Office Operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests' needs.
➢ Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.
➢ Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to higher room categories, reinforcing the late charge policy to maximize REVPAR.
➢ Monitors the Average Rate.
➢ Handles all customers' complaints occurring during the night shift to ensure their satisfaction.
➢ Greets VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the duration of their stay.
➢ During sell out nights, deals with overbooking situations in the most professional and diplomatic manner in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation.
➢ Patrols the hotel at least three times per shift to ensure that the hotel is clean, tidy, and safe and that all is in proper order. Takes corrective actions if necessary.

 Emphases on Managing Hotel Operations at night.
 Trained in Fire Safety, Evacuation, And Emergency Action Procedures.
 Has basic knowledge off all Engineering Operations.
 Handles all Staff Emergencies during the night.
 Knowledgeable in F&B outlet night operations and closure procedure.
 Responsible for the Opera Auditing Procedures.
 Directs Front Office Operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs.
 Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations.
 Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to higher room categories, reinforcing the late charge policy to maximize REVPAR.
 Monitors the Average Rate.
 Handles all customers’ complaints occurring during the night shift to ensure their satisfaction.
 Greets VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the duration of their stay.
 During sell out nights, deals with overbooking situations in the most professional and diplomatic manner in order to keep to a minimum level the degree of dissatisfaction of guests inconvenienced by the situation.
 Patrols the hotel at least three times per shift to ensure that the hotel is clean, tidy, and safe and that all is in proper order. Takes corrective actions if necessary

March 2010 - February 2012
Front Desk Shift Leader
Amwaj Rotana Jumeirah Beach Hotel
Lead and supervise the operation at the reception to ensure that the highest professional service is given to the guest accordance with the Rotana quality service standards.

➢ Plan and supervise the daily operation such as arrivals, departures, VPs, Groups and room assignment.
➢ Carrying out training for new employees and on job training, Motivate the staff bring about excellent performance.
➢ Handle guest requests and complains in efficient manner, give instruction to the staff if needed to ensure guest satisfaction and maintain a record for all complains from all guests.
➢ Liaise and coordinate with various departments to ensure all information on guests is accurate.
➢ Provide support to all staff to ensure smooth and prompt service.
➢ Train, develop and manage the performance of the staff to ensure the efficient running of front office operation.
➢ Know the product knowledge, supervise the standards and put them into practice in daily work.
➢ Accomplish a set of administrative duties such as running briefing, producing, reviewing, writing reports and take regular part in meetings and shift handovers.

December 2008 - March 2010
Senior Front Office Agent
Al Murooj Rotana Hotel & Suites

Checking in and checkout guests in a friendly and caring manner according to Accor Hospitality procedures and standards, displaying a professional and positive image of the hotel.

➢ Check in the arrivals and check out the departures in a friendly way according to
Sofitel standards and procedures.

➢ Use suggestive selling techniques to sell rooms and to promote other services.
➢ Handle all front office cashiers' transactions according to the hotel procedures.
➢ Answer all guests request and questions in a friendly and caring manner, taking appropriate action or refers the matter to relevant person to handle.
➢ Handle all front office cashiers' transactions according to the hotel procedures.
➢ Cooperate with employees from all departments, in particular housekeeping, accounting and reservations.
➢ Carry out administrative tasks and take over other tasks and special projects which arise the course of business.
➢ Know well all the loyalty programs, hotel knowledge and daily events.
➢ Handlings complain in a sufficient manner and take actions.

February 2008 - October 2008
Reservation Supervisor
Intercontinental Hotel & Resort (5 Stars)
Al Ain, U.A.E

Lead and supervise the operation at the reservation to ensure that the highest professional service is given to the guest accordance with IHG quality service standards.

➢ Carrying out training for new employees and on job training, Motivate the staff bring about excellent performance.
➢ To maximise revenues to achieve budgeted and forecasted Transient Revenue targets by motivating the Reservations team,
➢ Provide support to all staff to ensure smooth and prompt service.
➢ Train, develop and manage the performance of the staff to ensure the efficient running of front office operation.
➢ Know the product knowledge, supervise the standards and put them into practice in daily work.
➢ Creating an environment of commitment to financial goals and results and managing status control. The minimum pre-requisites for this position is that the candidate is fully conversant in all Reservation Sales Agent and Reservation Co-ordinator tasks

March 2007 - February 2008
Front Desk Representative (Pre Opening Team)
Sofitel EL Gezirah Hotel (7 Stars)
Cairo, Egypt

Checking in and checkout guests in a friendly and caring manner according to Accor Hospitality procedures and standards, displaying a professional and positive image of the hotel.

➢ Check in the arrivals and check out the departures in a friendly way according to
Sofitel standards and procedures.

➢ Use suggestive selling techniques to sell rooms and to promote other services.
➢ Handle all front office cashiers' transactions according to the hotel procedures.
➢ Answer all guests request and questions in a friendly and caring manner, taking appropriate action or refers the matter to relevant person to handle.
➢ Handle all front office cashiers' transactions according to the hotel procedures.
➢ Cooperate with employees from all departments, in particular housekeeping, accounting and reservations.
➢ Carry out administrative tasks and take over other tasks and special projects which arise the course of business.
➢ Know well all the loyalty programs, hotel knowledge and daily events.
➢ Handlings complain in a sufficient manner and take actions.

July 2004 - March 2007
Senior Front Office Agent
Safir Hotel Cairo (5 Stars)
Cairo, Egypt

Supervising the front office during the shift in order to ensure the highest standard service is delivered to the guest.

➢ Supervise the Front office operation during the shift including concierge area.
➢ Ensure a good, performance oriented environment whiten the department and motivate the staff.
➢ Provide help and support the receptionists with check in, check out, handling guest requests.
➢ Offers Guests a friendly and efficient service at all times, taking account of established services standards and Management guidelines.
➢ Keeps updated of all information concerning the hotel services, places, restaurants, and all relevant information which likely to be of guest interest.
➢ Maintain regular contact with frequent guests VIPs, tour leaders and large event organizers to guarantee a smooth sequence of stay in the Hotel.
➢ Support the Front Office Manager in carrying out all administrative work.
➢ Obtain information on volume of business and draw up work schedule optimized to this by agreement with the FOM.
➢ Identifies training needs, plan training activities and oversees the implementation for all sections with the assistance of sections heads.
➢ Ensuring comprehensive guest support by high level management of information and sales meetings and optimal processing of tasks in lobby/concierge/reception area by agreement with the FOM.

July 2003- June 2004
Receptionist
Marriott Sharm El Sheikh (Marina) (5 Stars)
Sharm El Sheikh, Egypt

Display a professional and positive image of the hotel as playing a crucial role in the first and last impression the guest will have of the hotel.

➢ Checks in and checks out the guests in a friendly and caring manner according to the hotel procedures and standards.
➢ Handling all front office cashiers' transaction according to the procedures of the hotel.
➢ Answering guest request, coordinate with other departments to be sure of the service delivery.
➢ Strong product knowledge, accepting all kind of reservation and handling guest complains.
➢ Ensuring comprehensive guest support by high level management of information, close
Co-operation with all areas in order to ensure the necessary information for performing service.
Supervising proper handling of Airlines reservation, flight bookings confirmation, and all kinds of leisure facilities to the guest.

July 2002 -May 2003
Receptionist
Cataract Hotel & Resort Giza (4 Stars)
Pyramids - Giza - Egypt

Responsible for checking in, checking out all guests, in a friendly and caring manner according to hotel policy.
➢ Knows the standards and put them into practice in all daily work.
➢ Carrying out all cashiering transactions and all guests' accounts.
➢ Take over any other tasks and special projects, carrying out administrative tasks.
➢ Keep records, delivers and distributes all incoming and outgoing mails, faxes, messages and parcels addressed to current or future guests according to hotel standard.
➢ Preparation and processing of groups arrivals-carry out check in and out.
➢ Accepting all kinds of reservations, exceeding guest satisfactions in delivering services.
➢ Organizing all kinds of reservations such as restaurants, Tickets, tours and all guest interests.


Trainings: Guest Service Agent Sales & Marketing Hospitality Training Quality Service

Up Selling & down selling supervisory Basics Train the Trainer On job Training

Destination Leadership First Aid Warden Fire and Fire Fighting


Hotel Systems and Applications Used: Fidelio Front Office 6.24, 7.14 Opera Version 2.6, 3, 4 &5