Yassmine Markaoui
Marrakech
Summary
Specialized in guest services and front office management, showcasing exceptional communication and problem-solving skills. Experienced in developing customized guest experiences and coordinating with various departments to ensure high satisfaction levels. Looking to leverage cultural knowledge and management proficiency in a Guest Relation Executive role to enrich guest interactions.
Overview
7
7
years of professional experience
Work History
Front Office Supervisor
Aman
01.2025 - Current
- Managed front desk operations, including check-in and check-out procedures and guest services.
- Ensured that all safety protocols were adhered to by the front office team members at all times during their shift duties.
- Organized daily workloads for front office team members to ensure efficient operations.
- Created feedback forms for guests so as to better understand their needs and expectations from the hotel services offered.
- Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests.
Guest Assistant
Amanjena
08.2022 - 12.2024
- Provided personalized escort services for VIP guests, highlighting room features and facilities.
- Received Employee of the Month award in May due to exemplary dedication.
- Welcomed clients with enthusiastic greetings upon hotel entry.
- Collaborated effectively with other departments such as Housekeeping or Maintenance to ensure the smooth running of operations.
Customer Service Representative
Majorel outsourcing
03.2021 - 03.2022
- Resolved customer issues swiftly, consistently exceeding monthly service targets.
- Maintained high customer satisfaction ratings through effective communication and problem-solving strategies.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Addressed customers courteously using suitable methods and problem-solving skills.
Guest Relations Executive
Dar Atlas Resort and Spa
11.2018 - 11.2020
- Received guests upon arrival and offered farewells upon departure.
- Adopted personalized service strategies, leading to improved guest satisfaction and increased feedback.
- Successfully managed guest concerns, realizing an 80% drop in complaints over a six-month period.
- Assisted guests with check-in and check-out procedures, room assignments, special requests, transportation arrangements.
- Collaborated with management team to develop innovative approaches for meeting customer demands.
- Provided excellent customer service to guests, resolving any issues or complaints in a timely and professional manner.
Education
English Studies: English
Cadi Ayyad University
MarrakechDiploma - Hospitality Management Candidate
EHPM
Marrakech05.2026
Skills
- Marketing strategy development
- Leadership and management
- Opera PMS knowledge
- Problem analysis and resolution
- Cultural competence
- Data organization
- Micros POS skills
Languages
Arabic
Bilingual or Proficient (C2)
French
Intermediate (B1)
English
Bilingual or Proficient (C2)
Timeline
Front Office Supervisor
Aman
01.2025 - Current
Guest Assistant
Amanjena
08.2022 - 12.2024
Customer Service Representative
Majorel outsourcing
03.2021 - 03.2022
Guest Relations Executive
Dar Atlas Resort and Spa
11.2018 - 11.2020
English Studies: English
Cadi Ayyad University
Diploma - Hospitality Management Candidate
EHPM
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