Emad Henry

Hotel Operations Leader | Night Manager | Front Office Management | Guest Experience

Results-driven hospitality professional with more than 18 years of experience in luxury hotels and resort operations across the UAE and Egypt. Proven expertise in hotel operations management, front office leadership, guest relations, service recovery, night operations, staff supervision, and operational excellence.

[email protected] +971505627739 Dubai, United Arab Emirates
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Languages
0
Skills
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Certifications
Work Experience
Front Desk Shift Leader
Radisson Blu Cairo Heliopolis
Sep 2007 — Dec 2011
  • Led a team of front desk agents, ensuring quality service and guest satisfaction
  • Implemented cash handling procedures, improving accuracy by 20%
Front Desk Supervisor
Renaissance Cairo Mirage City Hotel
Jan 2012 — Dec 2012
  • Managed front desk operations, achieving high guest satisfaction scores
  • Trained a team of 8 front desk staff, enhancing operational efficiency
Night Supervisor
Abidos Hotel Apartments
Dec 2012 — Apr 2015
  • Oversaw night staff operations, ensuring guest safety and compliance with hotel policies and procedures
  • Implemented a service recovery program that increased guest satisfaction by 15%
Front Office Supervisor
Hilton Dubai The Walk
Apr 2015 — Jul 2018
  • Supervised team of 10 front office staff, implementing training programs that improved service quality by 20%
  • Developed emergency response protocols, reducing incident response times by an estimated 15%
  • Conducted regular performance reviews, enhancing team morale and engagement
Front Desk Manager
Radisson Blu Cairo Heliopolis
Jul 2018 — Feb 2019
  • Led front desk operations, raising overall revenue by 10% through upselling techniques
  • Trained front desk staff, resulting in improved service ratings from guest feedback
  • Collaborated with marketing to design promotions boosting occupancy rates by 5%
Front Office Supervisor
The H Hotel Dubai
Feb 2019 — Aug 2021
  • Managed front desk operations for a luxury hotel, achieving a 90% guest satisfaction rate
  • Oversaw daily staffing schedules, ensuring optimal coverage during peak times
  • Participated in monthly revenue strategy meetings, providing insights that contributed to a 7% revenue increase
  • Monitored guest feedback and addressed concerns to continually enhance service protocols
Front Office Senior Supervisor
Centara Mirage Beach Resort Dubai
Sep 2021 — Apr 2023
  • Supervised front office operations, coordinating a team of 12 to enhance guest experience and operational flow
  • Executed training programs for newly hired staff, improving service quality by 30%
  • Optimised check-in/check-out processes, reducing wait times by 15%
  • Developed VIP handling procedures, ensuring superior service for high-profile guests
Duty Manager
Centara Mirage Beach Resort Dubai
Apr 2023 — Jun 2025
  • Oversaw hotel operations during peak hours, improving service response times by 25%
  • Handled guest complaints and service recovery strategies, resulting in a 10% boost in overall guest satisfaction
  • Trained new staff in front office procedures and emergency readiness, fostering a culture of excellence
  • Implemented revenue management strategies, leading to a 10% increase in departmental turnover
Night Manager
Centara Mirage Beach Resort Dubai
Jun 2025 — PresentCurrent
  • Managed overall hotel operations during night shift as Manager on Duty. Handled guest complaints and escalations, ensuring quick resolution and high satisfaction. Supervised Front Office, Engineering, and Security teams to maintain service standards. Conducted night audit, verifying financial transactions and billing accuracy. Coordinated room allocation, late check-ins, and special guest requests (VIPs, upgrades). Maintained incident reports and ensured smooth handover to morning operations. Responded to emergencies and ensured compliance with safety procedures.
Skills
Hotel Operations ManagementFront Office LeadershipGuest Relations & Service RecoveryNight Audit & Overnight OperationsTeam Leadership & Staff TrainingVIP Guest HandlingEmergency Procedures & Safety ComplianceRevenue Upselling StrategiesOperational Coordination & SOP Implementation
Certificates
Appreciation Certificate – Opening Team Member
Centara Mirage Beach Resort Dubai
2021
Appreciation Certificate – Opening Team Member
Renaissance Cairo Mirage City Hotel
2013
Appreciation Certificate – Opening Team Member
Radisson Blu Cairo Heliopolis Hotel
2007
Languages
English
Fluent
Arabic
Fluent
References available upon request.
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