SARA IBRAHIM

[email protected] • +971509963683 • United Arab Emirates, Dubai
LinkedIn: https://www.linkedin.com/feed/

PROFESSIONAL SUMMARY

Dynamic Front Office Supervisor with proven expertise in guest experience management and operational leadership, currently excelling as an acting Duty Manager. Skilled in driving service excellence, resolving complex guest issues, and mentoring teams to elevate performance, resulting in a 15% increase in guest satisfaction scores. Adept at multitasking in fast-paced environments, coordinating front office operations, and implementing staff training programs that enhance efficiency and customer engagement. Committed to delivering exceptional hospitality experiences that align with organizational goals and foster repeat business.

WORK EXPERIENCE

Front Office Supervisor & Departmental Trainer ( Guest Experience Focus
09/2024 - Present
Delano Dubai
• Led a team of 12 front office professionals at Delano Dubai to optimize operations, achieving a 15% increase in guest satisfaction scores within one year through strategic process improvements and staff empowerment
• Implemented Salesforce CRM-driven service recovery strategies that reduced complaint resolution time by 20% and boosted positive VIP feedback by 25%, significantly enhancing brand loyalty and repeat business
• Managed high-volume check-ins and coordinated cross-departmental teams as Duty Manager during peak periods, ensuring seamless luxury guest experiences and operational efficiency while handling complex VIP and crisis scenarios
• Delivered targeted training programs on luxury service standards and property management systems, improving staff productivity and compliance, which increased loyalty program engagement by 30% and elevated personalized guest interactions
Front Office Team Leader
08/2023 - 08/2024
SO/UPTOWN DUBAI
• Led a 12-member front office team to boost guest satisfaction by 15% per LQA standards
• Delivered personalized VIP services, increasing repeat visits by 20% and enhancing guest loyalty
• Reduced guest complaints by 25% in six months through effective service recovery protocols
• Mentored new hires on multitasking and brand standards, raising team retention by 18%
Front Office Agent & Guest Experience Representative
02/2022 - 07/2023
InterContinental Dubai Festival City – Dubai, UAE , Dubai, UAE
• Led personalized service for 150+ VIP guests daily, boosting repeat visits by 12% and enhancing brand reputation
• Resolved complex complaints with 95% satisfaction, improving guest loyalty through cross-team collaboration
• Streamlined check-in/out with Opera PMS, cutting wait times by 20% and increasing operational efficiency
• Trained new staff on luxury service standards, raising guest experience scores and team consistency
Front Office Agent
01/2021 - 01/2022
Rixos Premium Alamein Resort – Egypt , Egypt
• Delivered luxury check-in/out experiences to 150+ guests daily, upholding Rixos Premium Alamein Resort’s brand standards
• Achieved 95% guest satisfaction by resolving inquiries and complex service issues promptly
• Boosted ancillary revenue by 12% through strategic upselling of room upgrades and premium services
• Managed VIP guest relations with personalized, confidential service under high-pressure conditions
Front Office Agent
08/2018 - 01/2021
Novotel Cairo El Borg – Egypt , Egypt
• Managed over 100 daily guest interactions with 98% accuracy using Opera PMS, enhancing service speed and reliability
• Resolved complaints swiftly, boosting positive guest feedback by 15% and aligning with Accor brand standards
• Coordinated VIP services with cross-functional teams to elevate guest loyalty and satisfaction
• Streamlined front office operations, increasing check-in efficiency by 20% while maintaining luxury protocols
Guest Relations Agent
01/2016 - 01/2018
Sheraton Cairo Hotel & Casino – Egypt , Egypt
• Delivered personalized service to 50+ VIP and long-stay guests weekly, achieving a 95% satisfaction rating
• Reduced negative feedback by 30% through prompt complaint resolution and service recovery
• Collaborated with front office and concierge teams to ensure seamless guest experiences and adherence to luxury hospitality standards
• Mentored new hires, boosting team efficiency and guest satisfaction by 20%

EDUCATION

Bachelor’s Degree in Tourism Guidance
Higher Institute for Specific Studies – Egypt , Egypt

SKILLS

Technical Skills: Guest Experience Management, Service Excellence, Complaint Handling, VIP Guest Management, Front Office Operations, Operational Support, Brand Standards Compliance, Customer Satisfaction
Soft Skills: Team Leadership, Training & Coaching, Conflict Resolution, Attention to Detail, Teamwork, Multilingual Communication
Tools: Opera Cloud PMS, Booking.com, TripAdvisor, TrustYou, Social Media Platforms, Customer Relationship Management (CRM)
Other: Luxury Hotel Standards, Hospitality Industry Knowledge, Acting Duty Manager Experience

PROJECTS

Handled Large Group & Buyout for VIP Corporate Event
Technologies: Property Management System (PMS), Customer Relationship Management (CRM) software, Microsoft Excel, Communication and scheduling tools
• Led coordination of front office operations for a corporate hotel buyout hosting 150+ guests, optimizing check-in/check-out workflows using property management software to reduce wait times by 30%
• Implemented personalized VIP service protocols leveraging CRM tools to enhance guest experience, resulting in a 25% increase in positive feedback and securing multiple repeat bookings
• Collaborated cross-functionally with housekeeping, concierge, and event teams to ensure seamless service delivery during high-demand periods, demonstrating strong operational leadership and problem-solving
Social Media Guest Engagement Campaign
Technologies: Online Guest Feedback & Booking Platforms: Google, Booking.com, TripAdvisor, TrustYou
• Designed and implemented a data-driven social media guest engagement campaign utilizing targeted content strategies to increase interaction rates by 25%
• Leveraged analytics tools to monitor guest sentiment and optimize content delivery, resulting in a 15% growth in positive hotel brand visibility
• Collaborated with marketing and design teams to develop innovative multimedia content, enhancing user experience and driving sustained audience engagement

CERTIFICATIONS

Spirited, Consistent & Outstanding Performance
03/2024
SO / UPTOWN DUBAI
Nifty Fifty- Most Mentioned Social Media
04/2024
SO / UPTOWN DUBAI

Similar Resumes

MUHAMMAD ASIF High School Teacher House #38 Cnanal Breez Ali Town Raiwind Road Lahore, Punjab, Pakistan ASHOK Yennam, Venkata Krishna Reddy Project Manager Aachen,DE JASMEET ARORA SEO Intern Noida ANYI LISETH HOYOS TAPIERO Bogotá D.C. · Colombia