Wessam Osman
Summary
Hospitality Leader Specializing in Managing Travel Agency Operations Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
CIS Operations Leader | Revenue Growth & Team Excellence
Meeting Point Emirates (PEGAS Touristik)
08.2018 - 05.2020
- Launched and scaled a high-performing CIS operation, achieving a 20% sales increase within two years
- Cultivated strong client relationships, ensuring 100% customer satisfaction through exceptional service
- Managed a dynamic 24/7 team, maximizing financial performance and fostering a 0% injury rate
- Utilized financial expertise to optimize budgeting, reducing payroll waste by 10% weekly and implementing upselling strategies
- Led remote teams across various CIS countries, fostering collaboration and achieving project goals.
Operations Executive
Alpha Tours (Natali Tour)
03.2017 - 08.2018
- Thriving Operations Executive with a proven track record of exceeding performance targets in the fast-paced travel industry
- Successfully managed all aspects of tour operations at Natali Tour (Dubai) from Mar 2017 to Aug 2018
- Streamlined Operations & Boosted Customer Satisfaction: Consistently achieved or surpassed performance goals, resulting in a 15% rise in customer satisfaction
- Expert Supplier Collaboration: Partnered with vendors to secure the best products and services, ensuring a seamless and high-quality travel experience for customers
- Data-Driven Improvement: Monitored and analyzed customer feedback to identify areas for improvement, leading to effective solutions and enhanced service delivery
- Problem-Solving Champion: Developed and implemented recovery plans based on customer feedback, minimizing disruptions and strengthening customer service
- Enhanced Business Visibility: Produced comprehensive operations reports that provided valuable insights into logistics, customer service, sales, and financial performance.
Quality Assurance & Hotel Expertise
ODEON Tours
09.2009 - 03.2017
- Boosted guest satisfaction by 363% (2014) through process improvement initiatives (Lean & Six Sigma) in the hotel industry
- Led a virtual call center team, fostering relationships with over 150 key hotel clients, resulting in significant revenue growth
- Implemented a data-driven business dashboard framework (2015) for hotels, empowering data-driven decision-making for exceptional guest experiences
- Achieved a remarkable 98% customer satisfaction rating in the hospitality sector by providing prompt and accurate service resolution
- Conducted in-depth quality audits of numerous major hotels, ensuring adherence to industry standards and guest satisfaction
- Analyzed guest reviews meticulously, guaranteeing swift and appropriate action on all feedback (especially ratings below 3 stars) within the hotel context.
CIS Operations (MosTravel) travel advisor
TUI Россия и СНГ
10.2008 - 08.2009
- Russian-speaking customers, including flights, hotels, and excursions
- Stay up-to-date on travel destinations and trends
- Provide excellent customer service by being responsive, helpful, and professional.
Excursion Guide (Tour Guide) Operations
Tez Tour
09.2006 - 10.2007
- Plan and lead excursions, including researching destinations, creating itineraries, and coordinating transportation and activities
- Provide customer service to guests by answering questions, resolving issues, and providing information about excursions
- Ensure the safety and well-being of guests during excursions
- Stay up-to-date on travel destinations and trends
- Maintain a positive and professional attitude at all times.
Night Manager
Golden 5 Hotels
06.2005 - 06.2006
- Oversee all hotel operations during the overnight shift, including front desk, housekeeping, security, and maintenance
- Ensure the safety and security of guests and staff
- Provide exceptional customer service to guests
- Resolve guest complaints and inquiries in a timely and professional manner
- Conduct night audit and prepare daily reports
- Manage and motivate team members
- Assist with special events and projects as needed.
Guest Service Agent (Reservation)
Golden Beach Resort - Radisson SAS
09.2004 - 06.2005
- Greet guests and welcome them to the hotel
- Check guests in and out of the hotel
- Provide information about the hotel and its amenities
- Answer guest questions and resolve any issues
- Process payments and issue receipts
- Maintain the front desk area clean and organized
- Assist with other tasks as needed, such as setting up for events or assisting with guest transportation.
Guest Service Agent (Receptionist)
Kahramana Beach Resort - Marsa Alam
07.2003 - 09.2004
- Responsibility for 2 hotels receptions 'Kahramana & Amaraya'
- Acting as team leader - front Office trainer.
Graphic Designer Chief
Art Beat advertising Co.
06.1997 - 10.2002
- Responsible for the development of design and innovation and follow-up of production
- The company changed its name from 'Sakkara for advertising' to 'Art Beat advertising'.
Education
No Degree - Food Safety & Quality Assurance
Cairo University
CaAiro01.2017
Bachelor's degree - Accounting and Business/Management
Ain Shams University
01.2006
High School Diploma -
El Naser Language School
01.1996
Skills
- Diversity
- Learning
- Team Leadership
- Operational Excellence
- Workforce Planning
- Stakeholder Management
- Organizational Development
- Logistics Management
- Collaboration and Teamwork
- Business process reengineering
- Safety Management
- Innovation and Creativity
- Staff Supervision
- Customer Relations
- Safety oversight
- Risk Management
- Performance monitoring
- Budget Administration
- Compliance Management
- Financial Administration
- Operations Management
- Project Management
- Logistics Coordination
- Delegation
- Team Training
- Logistics expertise
- Task Delegation
- Employee Development
- Customer relationship development
- Scheduling Coordination
- Customer Relationship Management
- Project Planning
- Key Performance Indicators
- Quality Assurance
Websites
Certification
- Quality Management System foundation and awareness ISO 9001:2008
- Quality Management - Customer satisfaction internal auditor - Guidelines for complaints handling in organizations (Based ISO 10002:2004)
- MS Excel 2010
- First Aid
- Organizational communication and Team Work
Languages
English
Turkish
Arabic
Russian
Summary Details
Welcome to my profile! With a track record of success in managing travel agency operations, I am a dynamic professional sought after by responsible business owners. Over a decade of experience has allowed me to consistently deliver outstanding results and increase income with efficiency.Hospitality Leadership:In the hospitality industry, I excel in managing travel agency operations, fostering high-performance teams, and cultivating lasting client relationships. My commitment to exceptional customer service elevates satisfaction levels and drives revenue growth.Lean & 6 Sigma Projects:Implementing Lean and 6 Sigma projects, I achieve remarkable productivity and cost savings, contributing to business success.Educational Background:I hold a Bachelor's degree in Accounting and Business Management, along with a Professional Master's in Food Safety & Quality Assurance, enriching my practical expertise.Seeking a dedicated and results-oriented professional to elevate your organization's success? Let's connect and explore opportunities for growth and efficiency!Open to New Opportunities | Real Estate | Hospitality | Process Improvement
Timeline
CIS Operations Leader | Revenue Growth & Team Excellence
Meeting Point Emirates (PEGAS Touristik)
08.2018 - 05.2020
Operations Executive
Alpha Tours (Natali Tour)
03.2017 - 08.2018
Quality Assurance & Hotel Expertise
ODEON Tours
09.2009 - 03.2017
CIS Operations (MosTravel) travel advisor
TUI Россия и СНГ
10.2008 - 08.2009
Excursion Guide (Tour Guide) Operations
Tez Tour
09.2006 - 10.2007
Night Manager
Golden 5 Hotels
06.2005 - 06.2006
Guest Service Agent (Reservation)
Golden Beach Resort - Radisson SAS
09.2004 - 06.2005
Guest Service Agent (Receptionist)
Kahramana Beach Resort - Marsa Alam
07.2003 - 09.2004
Graphic Designer Chief
Art Beat advertising Co.
06.1997 - 10.2002
No Degree - Food Safety & Quality Assurance
Cairo University
Bachelor's degree - Accounting and Business/Management
Ain Shams University
High School Diploma -
El Naser Language School