Zineb Affi
Guest Services Representative
Tofino,Colombie-Britannique
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Guest Service Representative
Wickaninnish Inn
Tofino, Colombie-Britannique
05.2022 - Current
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Guest Relations Agent
Radisson Blu Hotel
Marrakech
04.2016 - 12.2023
- Engaged guests through upbeat conversation and personalized service.
- Reviewed the arrival list daily and distributed welcome amenities based on their VIP level
- Answered multi-line telephone system to aid guests, direct callers and take messages.
- Advised guests about on-property and off-site amenities best suiting needs.
- Assisted with luggage handling, valet services and concierge services.
Vocational Trainee Manager
OFPPT
Marrakech, .
02.2021 - 04.2022
- Developing strong organizational and communication skills through coursework and volunteer activities.
- Identify issues, analyze information and provide solutions to problems.
- Gained extensive knowledge in data entry, analysis and reporting.
- Ensure that the procedures and regulations of the institution are faithfully executed
Front Desk Manager
Palais Ronsard
Marrakech
03.2019 - 01.2020
- Oversaw the daily front desk operations for hotel rooms and the execution of C/I and billing instructions.
- Trained new staff on correct procedures, PMS, and local knowledge.
- Greeted visitors and guests upon arrival, offered assistance, and answered questions to create first good impression.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Resolved guest complaints by addressing issues with rooms promptly.
- Prepared weekly front office schedules to meet operational needs.
Sales Coordinator
Fairmont Royal Palm Marrakech
Marrakech
03.2017 - 03.2019
- Coordinated FAM trips and site inspections
- Kept detailed records of sales and partners information in CRM software, updating database regularly to maintain top-notch service.
- Handled partners inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
- Provided effective recommendations to increase our partner's satisfaction and marketing effectiveness to secure long-term accounts.
Guest Service Representative
Palais Namaskar
Marrakech
02.2014 - 11.2015
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Recommended local tourist spots, including places to dine, shop and sightseeing .
- Greeted visitors and guests upon arrival, offered assistance, and answered questions with a pleasant manner.
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Sales Executive
Radisson Blu Hotel
Dubai, Dubai
05.2011 - 09.2012
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Achieved sales goals and service targets by cultivating and securing new corporate accounts relationships.
- Setting up meetings with potential accounts and listening to their wishes and concerns. Maintain up-to-date activity and rate information for each account.
- Created and implemented successful sales campaigns to drive leads and increase sales.
- Negotiated and closed profitable sales contracts with new and existing accounts to increase loyalty and retention.
Receptionist
Al Fardan Holding
Doha
02.2008 - 04.2011
- Provided clerical support to company employees by copying, and filing documents.
- Responded to inquiries from callers seeking information.
- Answered phone promptly and directed incoming calls to correct offices.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Maintained visitor log for entering and leaving facility for security purposes.
Education
High School Diploma -
Hassan 2
Marrakech 09.2004 - 06.2005
Vocational Diploma - Network Administrator Technician
ISGI
Marrakech 09.2005 - 06.2007
Skills
Reporting capabilities
Timeline
Guest Service Representative
Wickaninnish Inn
05.2022 - Current
Vocational Trainee Manager
OFPPT
02.2021 - 04.2022
Front Desk Manager
Palais Ronsard
03.2019 - 01.2020
Sales Coordinator
Fairmont Royal Palm Marrakech
03.2017 - 03.2019
Guest Relations Agent
Radisson Blu Hotel
04.2016 - 12.2023
Guest Service Representative
Palais Namaskar
02.2014 - 11.2015
Sales Executive
Radisson Blu Hotel
05.2011 - 09.2012
Receptionist
Al Fardan Holding
02.2008 - 04.2011
Vocational Diploma - Network Administrator Technician
ISGI
09.2005 - 06.2007
High School Diploma -
Hassan 2
09.2004 - 06.2005
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