El Hassen Idir
Roayal Road Quatre Cocos
Summary
Guest Relations with 10 years in hospitality industry and unwavering passion for delivering excellence in customer experience. Superior skills in front desk management, overseeing allstaff efficiency and acquiring professional customer feedback.
Overview
13
13
years of professional experience
Work History
Guest Relations Supervisor
Shangri-la Le Touesserok Mauritius
07.2022 - Current
- Live and project the goal, philosophy, vision, mission and core values of the company
- A continual source of information, help and assistance to all guests
- Prepares the weekly duty rosters
- Supervise Guest Relation Officers
- Keeps the immediate manager fully informed of all problems or unusual matters of significance
- Maintains Transparent and open line of communication, coordination and feedback with related departments to ensure customer requests and complaints are handled effectively and efficiently
- Ensure Club members consistently receive all benefits, repeat guests and other VIP's receive special recognition and service
- Prepare requisition and distribution of amenities on a timely basis
- Attend daily and monthly briefings or meetings to facilitate communications and smooth operations
- Performs related duties and special projects assigned by Senior Management
Cross Exposure
Shangri la Muscat Al Husn
07.2024 - 07.2024
- Learning how to perform tasks and roles that are different from the usual ones
- Learn how create a more versatile and adaptable workforce that can handle various situations and challenges
- Cross-training has allow also helps preserve institutional knowledge through inevitable staff turnover
- Learning how to improve employee engagement, codifies institutional knowledge and drives productivity gains that can lead to bottom-line results
Guest Relation Officer
Shangri-la Le Touesserok Mauritius
07.2022 - 07.2023
- Assisted guests with check-ins, account inquiries and any additional services needed
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism
- Provided guest assistance and recommendations for tourist attractions
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints
Moderator
Accenture services Ltd
01.2021 - 03.2022
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users
- Gathered customer feedback to report to leadership team and facilitate further action
- Responded to and engaged with customers on social media pages to promote products and services
- Investigated and resolved complex content issues to achieve turnaround times and standards of quality
- Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters
Guest Relations Officer
Four Seasons Resort Mauritius
10.2018 - 03.2020
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
- Streamlined check-in process to decrease wait times and increase customer satisfaction
- Greeted guests upon arrival and offered assistance
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints
- Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services
Lifeguard
Lux Belle Mare Hotel Mauritius
04.2014 - 09.2018
- Monitored safety of guests in and around swimming pool
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support
- Observed weather and water conditions and alerted visitors to potential dangers, storms and rip currents
- Checked pool and surrounding areas for hazardous conditions
- Used CPR skills to assist rescued individuals until arrival of emergency services
- Performed lifesaving measures during incidents until paramedics arrived on scene
Aircraft Rescue Firefighter
Entreprise Nationale Navigation Aerien
11.2011 - 04.2014
- Completed training to stay in peak physical fitness and handle challenging tasks
- Inspected apparatus, equipment, grounds and stations for proper order and condition
- Conducted thorough tests and inspections of gear, equipment and tools to stay ready for every type of fire
- Prepared incident reports detailing personnel, location and results of each call
- Maintained close contact with dispatch to receive and share information about current fires, equipment movements and incoming personnel
- Performed maintenance on water tanks, fire hoses and other firefighting equipment
- Inspected alarms, hydrants, sprinkler systems and standpipe systems for operational use to minimize incidents
- Administered first aid and conducted emergent response management
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Education
CERTIFICATE - PROFESSIONAL SPORT MANAGEMENT
International Olympic Committee
01.2018
CERTIFICATE - CUSTOMER SERVICE TRAINING
Alison Academy
01.2018
CERTIFICATE - INTERNATIONAL LIFESAVER
International Life Saving Federation
01.2014
CERTIFICATE - FIREFIGHTING
Direction Generale De La Protection Civile
01.2011
Skills
- Client relationship management
- Guest complaint resolution
- Guest communication
- Hospitality best practices
- Quality improvement leadership
Languages
French
Advanced
C1
Arabic
Proficient
C2
English
Advanced
C1
Hobbies and Interests
- Cycling
- Running
- Playing Football
- Swimming
Timeline
Cross Exposure
Shangri la Muscat Al Husn
07.2024 - 07.2024
Guest Relation Officer
Shangri-la Le Touesserok Mauritius
07.2022 - 07.2023
Guest Relations Supervisor
Shangri-la Le Touesserok Mauritius
07.2022 - Current
Moderator
Accenture services Ltd
01.2021 - 03.2022
Guest Relations Officer
Four Seasons Resort Mauritius
10.2018 - 03.2020
Lifeguard
Lux Belle Mare Hotel Mauritius
04.2014 - 09.2018
Aircraft Rescue Firefighter
Entreprise Nationale Navigation Aerien
11.2011 - 04.2014
CERTIFICATE - CUSTOMER SERVICE TRAINING
Alison Academy
CERTIFICATE - INTERNATIONAL LIFESAVER
International Life Saving Federation
CERTIFICATE - FIREFIGHTING
Direction Generale De La Protection Civile
CERTIFICATE - PROFESSIONAL SPORT MANAGEMENT
International Olympic Committee
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