Basem Omari
Orland Park
Summary
Dynamic Front Desk Manager with extensive experience at Hilton, excelling in guest relations and team leadership. Proven track record in enhancing customer satisfaction through effective problem-solving and training initiatives. Skilled in daily reporting and shift scheduling, fostering a collaborative environment that promotes professional growth and operational excellence.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Front Desk Manager
Double Tree by Hilton
04.2023 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Checked guests in out of hotel, made reservations, and processed payments.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Resolved guest complaints by addressing issues with rooms promptly.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
Front Desk Manager
Embassy Suites
02.2022 - 04.2023
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
Front Office Manager
Hilton
08.2017 - 02.2022
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
Night Auditor
Hilton Garden Inn Hotel
07.2013 - 08.2017
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- 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.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
Technical Customer Support Engineer
IKON Office Solutions
06.1995 - 07.2013
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Actively participated in regular internal meetings focused on identifying opportunities for improving overall service quality.
- Assisted in organizing regular training sessions aimed at updating the team''s knowledge about new products or features launched within the organization.
- Assisted in the development of a knowledge base, consolidating vital information for easy access by all team members.
- Analyzed data from support tickets to identify trends and areas for improvement in product functionality or user education.
- To maintain client trust during system outages; implemented transparent communication channels that provided real-time status updates.
- Promoted a positive work environment through strong collaboration skills and a commitment to continuous improvement among team members.
Education
Bachelor of Science - Computer Engineering
DeVry University
Chicago, IL06-1995
Skills
- Customer service
- Check-in and Check-out procedures
- Problem-solving skills
- Analytical Problem-Solving
- Guest relations
- Customer service expertise
- Leadership qualities
- Hospitality service expertise
- Oral and written communications
- Listening skills
- Hospitality management
- Time management
- Daily reporting
- Shift scheduling
- POS system operation
- Team building and supervision
- Training and mentoring
- Coaching and mentoring
Certification
Certified in C.P.R
Basset Card
Languages
Arabic
Full Professional
Timeline
Front Desk Manager
Double Tree by Hilton
04.2023 - Current
Front Desk Manager
Embassy Suites
02.2022 - 04.2023
Front Office Manager
Hilton
08.2017 - 02.2022
Night Auditor
Hilton Garden Inn Hotel
07.2013 - 08.2017
Technical Customer Support Engineer
IKON Office Solutions
06.1995 - 07.2013
Bachelor of Science - Computer Engineering
DeVry University
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