SAAD LAMRAMRI

Work History

UM6P Hotel Property /OCP Hospitality

09.2024 - 02.2025

Supervised front office and housekeeping teams, ensuring efficient daily operations and exceptional guest experiences
Coordinated with all departments to maintain service quality and operational standards.
Managed check-ins, check-outs, and guest reservations with professionalism and efficiency.
Handled guest requests and resolved complaints promptly to ensure satisfaction
Monitored kpis to optimize room occupancy and maximize hotel resources.
Promoted hotel services and amenities to enhance the guest experience.
Ensured accurate financial operations and reconciliation at the end of each stay.
Coordination with technical and maintenance departments to guarantee infrastructure quality.

Magic Hotels Marrakech

11.2023 - 04.2024

Establish and maintain strong relationships with customers by offering solutions tailored to their needs.
Work closely with internal teams to ensure smooth execution and optimal customer satisfaction.
Partnership strategy: Contribute to the development of strategies to strengthen long-term partnerships and identify new business opportunities.
Manage customer accounts, negotiate agreements and optimize sales to meet revenue targets.
Monitor and adjust distribution channels to improve performance and maximize efficiency.
Implement yield management strategies to maximize revenue potential while maintaining customer satisfaction.

Fairmont Royal Palm Marrakech

08.2022 - 08.2023

Welcoming and assisting customers, answering their questions and solving their problems.
Coordinating with external service providers for additional services.
Monitoring customer feedback and suggesting improvements to hotel management.
Ensuring that hotel facilities and services meet guest expectations.
Responding quickly and professionally to emergency situations.
Follow-up of LQA (Leading Quality Assurance) processes for mystery guests, guaranteeing the quality of services.

Jaal Riad & Resort Marrakech

04.2022 - 08.2022

Match services to individual customer preferences to deliver a unique experience.
Identify and meet customer expectations before, during and after their stay.
Handle complaints professionally to maintain a positive relationship.
Collaborate with different departments to ensure a smooth and seamless experience.
Train teams to maintain high service standards.
Collect and evaluate feedback to identify areas for improvement.
Contact customers after their departure to gather feedback and build on the relationship.

Webhelp, EGENCIA for the Account of EXPEDIA

02.2021 - 03.2022

Identify customer needs and preferences to recommend suitable destinations and offers.
Proposing vacation packages
Collaborate with third-party providers to ensure quality and availability of services.
Provide responsive support before, during and after the trip, managing claims and facilitating refunds where necessary.
Report on activities, performance and customer feedback for continuous improvement.

CAMPANILLE Roanne - France

06.2019 - 09.2019

Verify and balance financial transactions.
Prepare financial and performance reports.
Manage check-in, check-out, late arrivals and special requests.
Respond to customer requests, resolve problems and manage complaints.
Multi-task between reception and restaurant, including serving drinks and snacks when restaurant staff are not present.