Halima Marhoum
EL JADIDA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Front Office Manager
Ibis Budget
10.2023 - Current
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- 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.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Duty Manager
Accor
07.2022 - 01.2023
- Global Sports Event Familiarity with all Front Desk and guest booking functions
- Provides the Front Office Manager and Site Operation
- Manager with a summary of activities and operations
- During the shift by preparing a daily written logbook
- Ensures guests' satisfaction by resolving and taking appropriate actions on all guests' complaints
- Provide friendly and courteous service to guests and respond promptly to all requests in our scope of work
- Resolve guests' complaints & requests and liaises with the concerned department
- Familiarity with the operational procedures
- Participate in regular meetings and briefings as scheduled
- Understand and abide by all safety rules, emergency procedures
- And fire prevent regulations
- Participate in any scheduled training for the related department
- Ensures procedures for the safety and security of guest belongings.
FRONT OFFICE MANAGER
OASIS 212 DAKHLA
01.2021 - 04.2021
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- 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.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
- Established team priorities, maintained schedules and monitored performance.
GUEST SERVICES SUPERVISOR
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2016 - 01.2020
- Manage and maintains high standard of personal service with all customers in the hotel
- To handle guest’s complaints and ensure it is assisted to the manager if no resolution
- To be aware of the Company standards and ensure that these
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Trained junior team members in customer service strategies and property policies.
- Monitored team performance to confirm customer service standards were consistently met.
- Analyzed customer feedback to identify areas requiring improvement.
- 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.
- Implemented successful strategies to increase customer satisfaction.
FRONT OFFICE TOUR CORDINATOR
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2011 - 01.2016
- Greeting group customers and visitors to the Resort (Fam trip press trip)
- Follow up RL Insertion of all group Details in the PMS Follow up with the invoices Submitting work orders and scheduling repairs for general back & front office space and equipment Ordering repairs for office equipment and maintenance, connecting with and escorting group guests.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
GUEST SERVICES AGENT
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2009 - 01.2011
- MOROCCO Maintains complete communication with Housekeeping, Engineering, and Sales to ensure all departments are kept fully informed of all situations, requests and guests needs
- To provide service promptly, courteously and accurately
- To check the daily arrival list – Check in / Check Out Welcomes guest to the hotel Assists guests from arrival to departure Ensure that telephones are answered quickly and efficiently Carry out a smooth and efficient check-out to encourage return guests
- Be responsible for the clearing of the departure Box
- Print out a list of departures still to check-out liasing with housekeeping to clear all departures in Opera Registers and assigns rooms to guests
- Be aware of daily functions, events, VIP and group arrival
GUEST SERVICES AGENT
Atlantis The Palm Dubai
01.2008 - 01.2009
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Processed guest payments and provided accurate change.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Supported team members by offering constructive feedback and coaching as needed.
Receptionist, Operator, Reservation
KENZI BASMA Hotel Casablanca
01.2007 - 01.2008
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
Education
Halima Marhoum
Diploma Degree - Hotel industry specialty
OFPPT, Morocco
2008
Skills
- Effective Planning
- Customer Service
- Employee Supervision
- Administrative Support
- Customer Relations
- Operations Management
- Hospitality Services
- Training and Coaching
- Inventory Control
- Relationship Building
- Hotel Information
- Event Coordination
Certification
- First Aid Training - September 2022
- Train the trainee - October 2022
Languages
Arabic
Native language
English
Advanced
C1
French
Proficient
C2
Timeline
Front Office Manager
Ibis Budget
10.2023 - Current
Duty Manager
Accor
07.2022 - 01.2023
FRONT OFFICE MANAGER
OASIS 212 DAKHLA
01.2021 - 04.2021
GUEST SERVICES SUPERVISOR
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2016 - 01.2020
FRONT OFFICE TOUR CORDINATOR
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2011 - 01.2016
GUEST SERVICES AGENT
KERZNER INTERNATIONAL, MAZAGAN BEACH RESORT
01.2009 - 01.2011
GUEST SERVICES AGENT
Atlantis The Palm Dubai
01.2008 - 01.2009
Receptionist, Operator, Reservation
KENZI BASMA Hotel Casablanca
01.2007 - 01.2008
Halima Marhoum
Diploma Degree - Hotel industry specialty
OFPPT, Morocco
- First Aid Training - September 2022
- Train the trainee - October 2022
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