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Adnane Fegrouche

Contact Adnane Fegrouche
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Career Profile

Degree: Associate's Degree
Career Level: Entry Level
Target Title: Front Desk Agent, Receptionist
Adnane Fegrouche is Front Desk Agent, Receptionist() from Doha,Doha Qatar.

Experience


Kempinski Hotels Doha, Doha Qatar
Industry: Hospitality
09/21/2021 - current
Front Desk Agent
The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.
The job of Front Office Agent is executed satisfactorily when: • Up-selling is focused on and executed in order to increase room revenues. • Shift closing is done properly. • Financial Policies and Procedures are supported and followed. • LQA (Leading Quality Assurance) audit results are 85% and above. • CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above. • Check in the arriving guest and check out the departing guests in a friendly and caring manner according to the Kempinski and Leading Quality Assurance (LQA) standards. • Ensure that LQA results are above 85%. • Upon check in, register guest and assign rooms. Accommodate special requests whenever possible. If needed, assist guests in completing the registration cards. Use suggestive selling techniques to sell rooms and to promote other services of the hotel. Verify the guest’s method of payment and follow established credit-checking procedures or refer cash handling payment to cashiers. • Upon departure of guests, process the guest check out procedures. Inquire for last minute charges. Receive payment from guests. Settle the guest account and give copy of the invoice. • Handle all front office cashiers’ transactions such as posting charges to guests and exchanging foreign currency according to the procedures. At the end of shift, balance their cash float. • Answer all guest requests and questions in a friendly and caring manner, whether by telephone or in person, provide/receive information and takes appropriate actions or refer the matters to the relevant persons to handle. It may be and not inclusive of issuing a safe deposit box, handling messages or dealing with a complaints. • Coordinate room status updates with the housekeeping department by notifying them of late check-outs, early check-ins and special requests. • Keep themselves informed of product and service knowledge as well as the hotel daily and meeting activities. • Possess a working knowledge of the room reservation procedures. • Maintain the neatness of his/her working area. Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel.
Kempinski Hotels Doha, Doha Qatar
Industry: Hospitality
10/2020 - 09/2021
Telephone Operator
The incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.
Key Responsibilities: Answer all incoming calls; connect them to the appropriate extension in an efficient, friendly and caring manner according to the Kempinski standards. Write down messages accurately for our guests and deliver messages in a timely manner. Handle guests’ requests for DND (Do Not Disturb) and confidential status. Handle personal wakeup call requests for guests according to the LQA standard and automatic wakeup call requests for group and crew guests. Answer all guest questions / requests in a friendly and caring manner, take appropriate actions or if needed, refer the matters to the relevant persons to handle. It may be providing information or assistance to make an outside call or handling a complaint, etc. In case of emergency, handles all communications for the hotel whilst serving as the communication center. Keep a complete record of each DDD (Domestic Direct Dial) and IDD (International Direct Dial). Coordinate with front office reception all telephones charges to ensure they are billed and collected from guests. Monitor TV channels in addition to outlets’ and public area’s music to ensure smooth and proper functioning. In case of emergency, handle all communications for the hotel whilst serving as the communication center. Keep abreast of telephone directory, new staff and leavers, emergency procedures, special promotions and general hotel product knowledge. Maintain the neatness of their working area at all time.
Nozomi Doha (Japanese Fine Dining Restaurant) Doha, Doha Qatar
Industry: Hospitality
07/2018 - 09/2021
Receptionist
Actively pay close attention to the needs of customers to provide them with the best Japanese dining experience possible.
Key Responsibilities and Accountabilities Actively participate in assisting to achieve departmental goals and objectives and carry out assigned work by H.o.Ds and Supervisors. Actively engage in your own personal development to benefit the business and improve your personal skills - probationary period reviews, annual appraisals, attending training and development courses. Actively participate in weekly / monthly departmental meetings and any other meetings that you are required to attend. Actively pay close attention to the needs of customers to provide them with the best Japanese dining experience possible. Actively participate in addressing complaints and resolving problems. Actively participate to ensure that Staff Handbook is adhered to at all times. Actively participate to ensure that our Systems and Standards are adhered to at all times. Respect all equipment, furniture, fixtures and fitting, stock and belongings of the business and your colleagues. Strong Capable Command of the English Language Strong ability to study the food and culture that makes our Japanese Restaurant the world leading brand that it is. Impeccable personal hygiene and personal presentation is required to wear our European designed uniforms with pride and flare. Key Attributes Punctual and reliable Can work under their own steam and under direction Can work calmly in a pressured and busy environment Passion for learning and interest in Japanese fine dining foods Takes pride in their work and has an EXCEPTIONAL standard of personal appearance and hygiene Is focused on the fashion and tabloid industry to keep up to date with latest trends in fashion Is a committed team player Can work at an efficient and quick pace in line with the pace of service, has previous experience in working with Japanese style cuisine or has good knowledge of Japanese Cuisine/Culture.
Hôtel Menzeh Zalagh Fez, Morocco Morocco
Industry: Hospitality
09/2016 - 06/2018
Front Desk Agent
The incumbent in this position is responsible for checking-in and checking-out Hotel guests in a friendly and caring manner according to the Kempinski procedures and Leading Quality Assurance (LQA) standards. At all times, he/she must display a professional and positive image of the hotel as they play a crucial role in the first and last impression the guest receives of the hotel.

Education


Abdelkerim Daoudi High School , , Morocco
09/2007 - 07/2010
Degree: High School Or Below
Major:Humanities
Arts of humanities
Université Sidi Mohammed Ben Abdellah-Fès Fez, Morocco, Morocco
05/2010 - 09/2015
Degree: Associate's Degree
Major:English Studies
English Studies
Institut Spécialisé en Tourisme et Hôtellerie , , Morocco
06/2016 - 06/2017
Degree: Professional Degree
Major:Hospitality
Minor:Reception
Qualified receptionist

Resume(verified employer only)

Front Desk Agent Front Desk Agent

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