Yassine ZTOT

En résumé

Entreprises

• Hilton Worldwide - Front desk coordinator

  Puteaux 2014 - 2014 Pre Opening of Double Tree by Hilton Dubai Al Barsha.

• Crowne Plaza Foshan - Food and Beverage Guest Relation Officer

  2013 - 2013 ! Assist F&B Department head to achieve departmental management goal
  ! Drive Promotions that deliver great dining experiences for guests at a good value ! Ensure maximum guest satisfaction through personal recognition and prompt
  cordial attention from arrival to Departure ! Collect guest's opinions via face to face communication ! Provide English training for the F&B Staff ! Prepare the monthly F&B revenue analysis ! Ensure the effectiveness of the table reservation system ! Circulate throughout all restaurants, bar maintaining a high profile with customers
  and staff ! Making regular suggestion for improvement of catering operations ! Carry out daily training in accordance with Crowne Plaza standards.

• Pullman Shanghai Skyway - Front Office Assistant

  2013 - 2013 Pullman Shanghai Skyway is located close to the bustling Xujiahui Business District, nearby Fuxing Park, Taikangroad/Tianzifang, Xin tian di, overlooking the Bund, Shanghai Oriental Sports Center and Shanghai Mercedes Benz Arena, it is mere 2 minutes walk from Metro line 9 and with easy access to major road arteries.
  
  Number of Rooms : 545
  
  My Duties were:
  
  •Check In Check out procedures
  •In charge oft he promotion and enrollment of Le Club Accor Hotel Loyalty program
  •Ensure the guest satisfaction
  •Responsible of the Executive lounge in the absence of Executive lounge Supervisor/Manager.
  
  

• HUSA SOLAZUR Hotel - Room Division Management Trainee

  2012 - 2013 The HUSA Solazur hotel is located in Tangier's city center.it offers views of the Straits of Gibraltar and the Bay of Tangier. The hotel offers guests 3 restaurants, a Turkish bath, fitness facilities, and 9 well-lit function rooms. The hotel was renovated on 2009.
  
  Number of Rooms : 348
  
  My duties were to:
  
  - Supervise Front desk operations
  - Involved on the creation of the customer satisfaction survey
  - Dealing with guest complaints
  -Analyzing Rooms Budget

• Pullman Dongguan Forum - Assistant Manager

  2011 - 2011 My responsibilities in Pullman as Assistant Manager were to build a relationship with the guest and supervise all the front desk operations such as supervising and make sure that the Check In and Check Out were respected in addition to confirm that all the reservations are guaranteed and manage the cancellations . My responsibility was also to make loyal and repeat guest that's why I was responsible of promotion of AClub Card to every single guest . Furthermore , I checked the accuracy of the bills and the paid out that are necessary or paid out .
  I had the opportunity to take decision my self about several things and I was really happy to manage a front desk team which always was listening and trying to improve the customer satisfaction. I felt very honored to be present next to reservation department to help them on reading or verifying emails or helping the business center and the concierge while they need to learn more about english. My role also was to be the intermediary between the guests and the head management in order to keep this special relation that all Pullman's guests shared with the staff.

• Sofitel Rabat Jardins des Roses - Night Auditor/Assistant Night Manager

  2010 - 2010 I started my internship and ends at 23h 07H morning, during my shift, I receive written and oral instructions by the reception and the day's activity and availability of the hotel, I check the bulletin board "back office", and thoroughly verifies the hardware keys, pens and cards in mind, I control the 5 senses (music, perfume, tea ritual, refreshing wipes, space clean and tidy).
  I made ​​the round 'Good evening', a round around the hotel to show that I am present and available to all the staff at night. I oversee the night shift composed of night auditor, porter, porter and coordination with restaurant and bar.
  I ensure the quality of each service: impeccable and identical attitudes to team the day, go out and do a round of security to ensure that all is well around the hotel.
  
  After the close of the Opera system, I print the guest report and prepares a progress report and then dispatches to the CDS, finally I write the notes in a notebook cover and is even beyond 7am to pass instructions because communication in a hotel is essential.
  
  My job was to manage the whole hotel for the night, I oversee and ensure that everything goes well.

• Hotel Garbo Verbier - Multi Task receptionist

  2009 - 2010 First experience in Hospitality .the first training , The biggest challenge was find a balance between clients'interests, owners'interests, employees 'interests and human interactions.We were only 3 persons in the Front Office therefore I had several responsibilities , I was responsible of making the reservation through the phone and email ( answer the email in less than one hour) in addition to the Check In and Check out procedure , Furthermore , I was checking the rooms if they were clean and tidy in addition to all administration tasks that the general manager was assigning to me .
  It was very interesting experience since I was working as receptionist , Reservation agent ,helping the administration at the same time since the hotel has small structure .
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Formations

• Glion Institute Of Higher Education (Glion S/Montreux)

  Glion S/Montreux 2009 - 2012 Bachelor Business and Administration

• Glion Institute Of Higher Education

  2009 - 2012

Réseau

• Anna-Léa NEGRE

• Edouard FOURNIER

• Mathieu GADAIS

• Mélanie GAUSSEN

• Mohamed SELMAOUI

• Ouafae BOUBOUH

• Paul SCHVARTZ

• Youssef ZTOT