AHOUAS HICHAM

Led comprehensive security operations for Modon Hudayriyat Island, overseeing a team of security guards and implementing robust protocols to ensure safety and incident resolution.

• Led comprehensive security operations, ensuring robust planning and effective team oversight for critical infrastructure.
• Streamlined critical information exchange during shift handovers, enhancing security team coordination and response readiness.
• Developed and managed security personnel rotas, optimizing staffing levels to ensure consistent 24/7 operational coverage.
• Coordinated effectively with emergency services, expediting responses to critical medical and legal incidents.
• Maintained public order and safety during large-scale events, managing high-capacity crowds and mitigating potential risks.
• Implemented transparent and efficient protocols for fire and security alarm activations, ensuring rapid and compliant incident resolution.
• Utilized CCTV systems for incident analysis, tracking thefts, and generating detailed reports for evidence collection and resolution.
• Conducted thorough investigations of alarms and security incidents, meticulously collecting evidence to support resolutions.

Managed front desk security operations for FAB GHQ, ensuring visitor safety, administrative efficiency, and effective communication.

• Managed visitor reception, verifying identities and booking details for a high volume of daily visitors, issuing passes efficiently.
• Resolved 85% of minor customer issues and information requests independently, escalating only complex problems to supervisors.
• Provided comprehensive administrative support, including data entry, appointment scheduling, and screening 50+ calls daily, maintaining office efficiency.
• Prepared and processed critical documents, including memos, correspondence, and travel vouchers, ensuring accuracy and timely distribution.
• Implemented stringent visitor ID screening and verification, enhancing the security of personnel and the office environment.
• Facilitated fire evacuations, ensuring clear communication and conducting rigorous attendance checks for 100% accountability.
• Optimized time and resource management at the front desk, reducing average visitor waiting times by 15%.

Oversaw daily hotel operations and guest satisfaction initiatives, contributing to significant increases in repeat visitation and maintaining facility excellence.

• Oversaw facility maintenance, ensuring optimal condition of hotel facilities and promptly coordinating repairs to minimize operational disruptions.
• Developed and launched innovative guest satisfaction programs, directly contributing to a 45% increase in repeat guest visitation.
• Facilitated smooth day-to-day hotel operations, ensuring efficiency across all departments and maintaining high service standards.
• Resolved complex guest issues promptly and effectively, enhancing overall guest experience and protecting brand reputation.
• Maintained a strong brand image by developing and implementing public relations strategies and building a community network.
• Trained front office staff in best interaction practices, boosting guest satisfaction survey scores and service quality.
• Improved team performance by conducting reviews and KPI data analysis, leading to enhanced operational efficiency.

Managed reservations, front desk operations, and administrative functions, playing a key role in revenue growth and customer satisfaction.

• Managed a high volume of 50+ daily incoming calls via a multi-line system, accurately documenting messages and inquiries.
• Implemented spreadsheet-based tracking for daily activities and key performance metrics, improving operational visibility.
• Oversaw hotel budgets, implementing strategic planning to optimize resource allocation and financial performance.
• Created and executed hotel-wide policies and procedures, directly contributing to increased revenue and operational efficiency.
• Conducted market analysis of local accommodation trends, informing strategic pricing decisions and competitive positioning.
• Directed restaurant and room service operations, enhancing sales and ensuring high levels of customer satisfaction.
• Optimized reservation and housekeeping processes, successfully maximizing hotel occupancy rates and achieving a 25% increase in sales.

Provided exceptional customer service and dining experiences, managing guest interactions, resolving complaints, and optimizing restaurant operations.

• Greeted customers with professional telephone etiquette, effectively identifying needs and issues to enhance service.
• Resolved customer complaints through proactive problem-solving and analytical approaches, improving guest satisfaction.
• Clearly communicated the benefits of various product and service offerings, enhancing customer understanding and sales.
• Managed customer complaints with professionalism and composure, maintaining positive guest relations.
• Expedited payment processing, reducing average customer wait times by 10% and improving service efficiency.
• Guided guests through menus, providing expert knowledge of dishes and ingredients to enhance their dining experience.
• Ensured rapid table clearing and setting, minimizing guest wait times and maximizing table turnover for increased revenue.
• Successfully upsold sides and beverages, contributing to increased restaurant revenue and enhancing customer experience.