SALAM BARAKAT

Tangier, Morocco | salembarakat28@gmail.com | 00212681454814

Summary
Industrious customer service expert skilled in resolving customer complaints in a timely manner using tact,
diplomacy and critical thinking. Driven to foster satisfaction and superior service through dedication to
exceeding customer expectations.

Skills
Microsoft Office Project Organisation Administrative support

Conflict Resolution Inventory management Operational improvement

Teambuilding & Career
Line Management Guest Service Excellence
Development

Experiences
08/2022 to date Assistant Front Office Manager
Fairmont Tazi Palace - Tangier | Morocco
• Planning, and managing the daily operation.
• Making the weekly roster for the Front Office Department.
• Recruitment of Front Office talents.
• controlling costs, and increasing departmental revenues.
• Training and coaching of the team.
• Placing supply orders when necessary.
• Monitoring and updating records and files.
• Answer all guest questions and address their complaints.
• Making sure all guests are satisfied with their stay.
• Creating wow moment for guest in order to turn their moments into memories.
• Acting as Front Office Manager in February and March 2023.
• Liaising with the authorities and delegation of tourism.
06/2018 to 11/2020 Customer Service Team Leader
Etihad Airport Services - Terrain | Abu Dhabi, United Arab Emirates
• Planning, updating and overseeing a daily mission of activities to ensure smooth delivery of specific operational areas
in compliance with Etihad and other airlines quality standards.
• Streamline day-to-day operations, including check-in and boarding processes to increase efficiency and satisfaction.
• Solve customer challenges and complaints by applying ingenious and achievable solutions.
• Respond to guests, including emails, phones and in-person inquiries.
• Application of staff performance and service standards to deliver consistent and positive customer experiences.
• Supervise a minimum of 25 employees in a given shift to ensure that operations are smooth and comply with
company policies and procedures. Manage a minimum of 15 direct reports as a line manager.

05/2015 to 06/2018 Customer Service Agent

Etihad Airport Services - Terrain | Abu Dhabi, United Arab Emirates
• Assist guests with check-in and luggage drop off at counters.
• Boarding customers to their flights smoothly and following the company's policies and procedures.
• Assistance to the transfer office with erroneous and short connections.
• Welcome and give assistance to guests upon arrival.
• Investigate customer complaints using critical thinking to foster timely resolution.

03/2014 to 05/2015 Front office Reception Team Leading

Shangri-La Qaryat Al Beri | Abu Dhabi, United Arab Emirates
• Welcome guests in a courteous and friendly manner.
• Provide smooth check-in and check-out.
• Obtain the required formal information from guests and make entries in the official hotel records.
• Ask customers for their needs and inform them about the facilities available.
• Coordinate with members of other departments for the smooth running of hotel work.
• General administrative functions, photocopying, filing, etc. and handling of guest complaints.

12/2012 to 02/2014 Sales Agent and Customer Reservation

Mazagan Beach Resort | Kerzner International

• Updating bookings in the system from different sources (Direct Guest / Companies / Travel Agencies / Government)
• Projecting a good image of the hotel by following the standards of the hotel on the phone.
• Convincing guests to book the highest room categories (Up sale).
• Providing information about hotel services and facilities to guests.
• Making arrangements for transportation.
• Reservation of F&B points of sale and respect for customer preferences.
• Coordination with reception staff to maintain maximum occupancy.
11/2012 to 12/2012 Coordinator of Hosting Agents
11/2011 to 12/2011 International Film Festival – Marrakech | Valerie Jarmache Consulting.
• Collaborate with event management through meetings and conference calls.
• Welcoming VIP guests and offering assistance.
• Coordination of transfers from the Hotels to the Palais des Congrès for producers, actors, press, etc...
• Assist with event organization protocols.

Educations
Certificate of Completion (Airport Operations and Flight Crew Training)
CCFA | School Marrakech, Morocco | July 2012
Bachelor's degree in English Linguistics and Literature
University of Marrakech | Marrakech, Morocco | July 2010

Other Certificates
• TESOL Certificate (Teach English Now! Foundational Principles) Authorized by Arizona State University and issued by
Coursera.
• Safety and Rescue Certificate issued by the Directorate General of Civil Aviation.
• ALC (American Language Center) Certificate of completion of all levels – duration of 4 years.
• Cervantes Institute, Certificate of Spanish Courses for beginners – duration of 1 year.

Language Proficiency
• English, French, Arabic (Golf Countries Dialect Included) – Native Proficiency.
• Spanish – Beginner level.