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Skills
Experience
Guest Relation Manager
Valeria Hotels – Dar Atlas
2025-02 - 2026-06
Managed and optimized the guest experience from check‑in to check‑out, delivering personalized welcomes, handling requests and complaints, and conducting proactive satisfaction follow‑up. Performed weekly and monthly analysis of guest reviews on Booking.com and TripAdvisor, producing reports and strategic recommendations that raised the Booking.com score from 6.6 to 7.1 within six months (now 7.3). Implemented proactive complaint resolution strategies, enhancing guest loyalty and maintaining high satisfaction levels. Utilized data analysis tools and hotel software to monitor performance and drive continuous improvement.
Project Manager
Sofitel Marrakech
2024-01 - 2024-10
Led cross‑functional projects aimed at improving hotel operations and guest services. Coordinated with marketing, F&B, and front‑desk teams to implement new service protocols and digital tools. Managed timelines, budgets, and stakeholder communication, ensuring on‑time delivery of initiatives. Utilized Microsoft Office Suite and Opera Cloud for reporting and operational tracking.
Butler
Sofitel Marrakech, Morocco
2022-05 - 2023-12
Welcomed clients warmly and provided comprehensive information on hotel services and activities. Handled all reservation types, organized transfers, managed errands and deliveries, and responded to guest requests promptly. Managed guest complaints, ensuring effective resolution and high satisfaction. Utilized Opera V5 and Opera Cloud for reservation management and guest profiling.
Communication, Marketing and Event Assistant Manager & Bar Assistant Manager – Internship
Sofitel Marrakech
2017-09 - 2018-02
Resolved guest complaints professionally, implementing loyalty programs to encourage repeat visits. Anticipated guest needs to deliver personalized service and maintained constant communication with restaurant, bar, and spa departments to fulfill guest requirements. Assisted in planning events and marketing activities.
Front Desk, F&B Assistant Manager, Guest Relation Executive – Internship
Courtyard by Marriott Beijing, China
2017-01 - 2017-06
Created and managed communication materials including brochures, promotional videos, and social media posts. Conducted market analyses and competitor research, contributing to the hotel’s communication and marketing strategy. Planned advertising campaigns, special promotions, and partnerships with local businesses. Ensured excellent customer service across hotel outlets.
Languages
French
fluent
English
fluent
Arabic
native
Mandarin
intermediate
Last updated: 12 hours ago