Emily Al-Hadrawi
Surprise
Summary
Passionate and self-motivated to help organizations thrive. Skilled in prioritizing and completing tasks independently and in a team environment.
Professional in guest services, equipped with wealth of experience in delivering exceptional hospitality and resolving guest concerns promptly. Known for fostering team collaboration and consistently achieving high satisfaction ratings. Expertise in conflict resolution and adaptability.
Overview
7
7
years of professional experience
Work History
Guest Experience Expert
The Phoenician Resort
04.2025 - Current
- Delivered exceptional, personalized guest service to high-end clientele, ensuring a seamless and memorable resort experience.
- Acted as a main point of contact for guests, handling inquiries, special requests, complaints, and VIP arrivals with professionalism and discretion.
- Collaborated with front desk, concierge, housekeeping, and food & beverage teams to coordinate guest services and elevate the overall resort experience.
- Anticipated guest needs and proactively offered tailored recommendations for resort amenities, local attractions, and activities.
- Managed reservations, check-ins, and check-outs using luxury resort property management systems (PMS), ensuring efficiency and accuracy.
- Resolved guest concerns promptly and effectively, maintaining a satisfaction rate of 80%.
- Supported the execution of exclusive events and special promotions, contributing to increased guest engagement and satisfaction.
- Recognized by management and guests for consistently exceeding service expectations.
- Contributed to a 80% increase in positive guest reviews and repeat bookings.
- Trained new hires on luxury service standards and guest communication best practices.
Office Manager/Dispatcher
USGROUNDZERO Utility Locates, LLC
02.2020 - 05.2025
- Project Coordination: Managed daily office operations for multiple construction projects, ensuring that schedules, budgets, and resources were effectively coordinated.
- Document Management: Oversaw the preparation, filing, and organization of all project-related documents, including contracts, change orders, and invoices, ensuring compliance with company policies and industry regulations.
- Financial Oversight: Assisted in budget preparation and monitored project expenditures, tracking costs and ensuring financial accountability throughout the construction process.
- Communication Liaison: Acted as the primary point of contact between project stakeholders, including contractors, clients, architects, and suppliers, facilitating clear and effective communication.
- Scheduling: Developed and maintained project timelines and schedules, coordinating with project managers and field teams to ensure timely completion of tasks.
- Administrative Support: Provided comprehensive administrative support to senior management, including meeting coordination, report preparation, and travel arrangements.
- Procurement: Managed the procurement process for materials and supplies, negotiating with vendors to secure competitive pricing and timely delivery.
- Compliance and Safety: Ensured adherence to safety regulations and construction codes, conducting regular audits and coordinating safety training sessions for staff.
- Team Leadership: Supervised and trained administrative staff, fostering a collaborative and productive office environment.
- Reporting: Prepared and presented regular reports on project status, financial performance, and operational efficiency to senior management.
- Problem Solving: Addressed and resolved administrative and operational issues proactively, implementing solutions to enhance productivity and project outcomes.
Front Office Supervisor/Agent
Holiday Inn Express and Suites
01.2024 - 04.2025
- Supervised front desk staff and ensured smooth operation of the front desk area
- Managed guest check-ins and check-outs, ensuring a seamless experience for guests
- Handled guest inquiries, requests, and complaints in a professional and timely manner
- Coordinated room assignments and ensured rooms were clean and ready for new guests
- Oversaw the handling of reservations, cancellations, and modifications
- Managed the hotel's inventory of rooms, ensuring maximum occupancy and revenue
- Trained new front desk staff on hotel policies, procedures, and customer service standards
- Conducted regular performance evaluations of front desk staff and provided feedback for improvement
- Collaborated with other departments, such as housekeeping and maintenance, to ensure guest satisfaction
- Assisted with administrative tasks, such as preparing reports, managing schedules, and handling cash transactions.
Front Office Manager
Holiday Inn & Suites
06.2022 - 02.2024
- Guest Service Excellence: Ensured high levels of guest satisfaction by providing prompt and professional service, addressing guest inquiries, and resolving complaints effectively.
- Team Leadership: Supervised front desk staff, including hiring, training, and scheduling, to maintain a well-functioning team dedicated to exceptional customer service.
- Operational Management: Oversaw daily front desk operations, ensuring adherence to hotel policies and procedures while optimizing efficiency and guest experience.
- Check-in and Check-out Procedures: Managed the check-in and check-out processes, ensuring accuracy in reservations, billing, and payment processing.
- Guest Relations: Developed and maintained positive relationships with guests, handling feedback and complaints to enhance loyalty and repeat business.
- Inventory and Supplies Management: Monitored and managed front desk supplies and equipment, ensuring availability and functionality for daily operations.
- Collaboration with Other Departments: Coordinated with housekeeping, sales, maintenance, and other departments to ensure seamless guest experiences and timely resolution of issues.
- Reporting and Record Keeping: Maintained accurate records of guest information, occupancy rates, and financial transactions, generating reports for management review.
- Emergency Procedures: Trained staff on emergency protocols and ensured compliance with safety regulations to maintain a secure environment for guests and employees.
- Promoting Hotel Amenities: Informed guests about hotel facilities and services, promoting amenities to enhance their stay and improve overall satisfaction.
Server/Bartender
Applebee's Grill + Bar
09.2019 - 12.2022
- Delivered exceptional customer service in a fast-paced environment, ensuring guest satisfaction and repeat business.
- Managed food and beverage orders efficiently, reducing wait times and improving service flow.
- Trained new staff on menu knowledge and customer interaction best practices to enhance team performance.
- Collaborated with kitchen staff to coordinate timely meal preparation and delivery during peak hours.
- Maintained cleanliness and organization of dining area, contributing to a welcoming atmosphere for guests.
- Assisted in inventory management by tracking stock levels and informing management of supply needs.
- Handled cash transactions accurately, ensuring balanced registers at the end of shifts.
- Engaged with guests to gather feedback, utilizing insights to improve service quality and operational efficiency.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
Shift Supervisor
Home Store Decor
11.2021 - 05.2022
- Oversaw multiple employees within their departments.
- Created and managed employee scheduling.
- Efficiently placed and maintained stock within a large corporate warehouse.
- Received stock and directed back department to efficiently prepare for placement.
Server
IHOP
08.2018 - 03.2019
- Delivered exceptional customer service, ensuring memorable dining experiences for guests.
- Managed multiple tables efficiently while maintaining high standards of service and attention to detail.
- Collaborated with kitchen staff to coordinate timely food delivery and special requests.
- Trained new servers on menu offerings, service protocols, and customer engagement techniques.
- Resolved guest complaints professionally, enhancing satisfaction and loyalty to establishment.
- Implemented process improvements that increased efficiency in order taking and table turnover rate.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
Education
High school diploma -
Nationwide academy
07.2020
Skills
- Inventory management
- Customer service
- Data Entry
- Guest services
- Strong problem solver, Team Player, Exceptional Organization Skills
- Professional experience:
- Hotel experience
- Arabic
- Organizational skills
- Bookkeeping
- Shift management
- Construction management software
- Accounts receivable
- Phone etiquette
- Turkish
- Conflict management
- QuickBooks
- Supervising experience
- Documentation review
- Communication skills
- Farsi
- Fluent in English
- Front desk
- Time management
- Commercial construction
- Hospitality
- Office management
- OSHA
- Accounts payable
- Spanish
- Extensive experience with Microsoft office, Quick books, and Coding
- Appointment Scheduling
- Guest communication
- Hospitality and service industry background
- Guest complaint resolution
- Data entry proficiency
- Team member development
- Policy adherence
- Account management
- Concierge services
Languages
Arabic
Full Professional
English
Full Professional
Spanish
Limited Working
Turkish
Professional Working
Timeline
Guest Experience Expert
The Phoenician Resort
04.2025 - Current
Front Office Supervisor/Agent
Holiday Inn Express and Suites
01.2024 - 04.2025
Front Office Manager
Holiday Inn & Suites
06.2022 - 02.2024
Shift Supervisor
Home Store Decor
11.2021 - 05.2022
Office Manager/Dispatcher
USGROUNDZERO Utility Locates, LLC
02.2020 - 05.2025
Server/Bartender
Applebee's Grill + Bar
09.2019 - 12.2022
Server
IHOP
08.2018 - 03.2019
High school diploma -
Nationwide academy
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