From: Algeria
Graduated: 2010
University: MODUL
Course: MBA Tourism Management

Experience

Duty Manager
Vienna Marriott Hotel, Vienna
Oct 2015 – Present

Operations:

  • Responsible for the overall operations management and overseeing guest satisfaction and safety.
  • Ensure SOP and LSOP implementation in all departments
  • Maintain a professional and high quality service oriented environment at all times.
  • Lobby Lizard Program: Coordinating and multi-tasking job duties in a busy environment, including working on reception, concierge and bell captain, restaurants and housekeeping

Guest relations

  • Build and maintain relationships with internal and external guests
  • Promote and maintain good public relations.
  • Welcome guests to the hotel in a friendly and helpful manner
  • Handling guest complaints and concerns in an efficient and timely manner.

Administrative Duties

  • Customer Care and Guest Voice Program
  • Art Of Hosting Program
  • Contribute to the daily briefing

 

Night Auditor
Vienna Marriott Hotel, Vienna
Apr 2014 – Sep 2015

  • Duty manager responsibilities dealing with public relations, complaints, problem solving, disturbances and special requests
  • Manage and monitor front office department
  • Coordinate with all other hotel departments, direct and oversee all hotel operations during shift to ensure guest satisfaction and safety
  • Inform overnight staff of nightly activities, group and VIP arrivals, as well as special requests and repeat guests
  • Implementing and enforcing financial controls, ensure the accurate completion of the daily night audit and overseeing preparation of daily reports

 

Marketing & Sales Manager
Wiener Mozart Orchester Konzertveranstaltungs, Vienna
Apr 2011 – Apr 2014

  • Market analysis and responsible for customer profiles in the Arabic, French, Italian and Spanish speaking areas
  • Implementing company strategies, financial controls and preparation of daily and monthly reports
  • Assisting in web design

 

Research Intern
Higher Institute on Territorial Systems for Innovation, Turin
Jun 2009 – Sep 2009

Member of the research team of the Innovation and Development Area. Involved in the project “Visitor Management in the Piedmont region”. In charge of the following tasks:  Market analysis and responsible for customer profiles in the Arabic, French, Italian and Spanish speaking areas

  • Web-metrical analysis for bench marking research studies
  • Tourist data analysis of the Piedmont region
  • Lime Survey tasks
  • GIS and use of GPS-data logger
  • Database set-up and management

 

Trade Manager
Tropic Tours, Setif
Jul 2008 – Jan 2009

  • Customer acquisition
  • Offer submission
  • Contract negotiation
  • Follow up sales
  • Daily reporting

 

Publication Manager
Escale Magazine, Algiers
Oct 2004 – Jun 2008

  • Contract negotiation
  • Editorial lead
  • HR duties

 

Assistant Events Organiser
Algerian Ministry of Tourism, Algiers
Oct 2004 – Jun 2008

  • Event organisation
  • Travel co-ordination
  • Conference organisation and support
  • Staff management
  • Liaison officer
  • Content writer

 

Receptionist
Hotel Raggani, Setif
Oct 2004 – Jun 2008

  • Reception and concierge duties
  • Administration
  • database set-up and management
  • Retention and loyalty
  • Sales reports

Education

Modul University
MBA
2009 – 2011

University of Catania
International Masters
2008 – 2009

The National Superior School of Tourism
BA in Tourism
2004 – 2008

Work School of Setif
Computer Degree
2003

Languages

Arabic: Native or bilingual proficiency
French: Native or bilingual proficiency
English: Full professional proficiency
German: Full professional proficiency
Italian: Full professional proficiency
Spanish: Working proficiency