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  "basics": {
    "name": "Emad Henry",
    "label": "Hotel Operations Leader | Night Manager | Front Office Management | Guest Experience",
    "summary": "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.",
    "location": "Dubai, United Arab Emirates"
  },
  "work": [
    {
      "company": "Radisson Blu Cairo Heliopolis",
      "position": "Front Desk Shift Leader",
      "startDate": "2007-09",
      "endDate": "2011-12",
      "highlights": [
        "Led a team of front desk agents, ensuring quality service and guest satisfaction",
        "Implemented cash handling procedures, improving accuracy by 20%"
      ]
    },
    {
      "company": "Renaissance Cairo Mirage City Hotel",
      "position": "Front Desk Supervisor",
      "startDate": "2012-01",
      "endDate": "2012-12",
      "highlights": [
        "Managed front desk operations, achieving high guest satisfaction scores",
        "Trained a team of 8 front desk staff, enhancing operational efficiency"
      ]
    },
    {
      "company": "Abidos Hotel Apartments",
      "position": "Night Supervisor",
      "startDate": "2012-12",
      "endDate": "2015-04",
      "highlights": [
        "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%"
      ]
    },
    {
      "company": "Hilton Dubai The Walk",
      "position": "Front Office Supervisor",
      "startDate": "2015-04",
      "endDate": "2018-07",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Radisson Blu Cairo Heliopolis",
      "position": "Front Desk Manager",
      "startDate": "2018-07",
      "endDate": "2019-02",
      "highlights": [
        "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%"
      ]
    },
    {
      "company": "The H Hotel Dubai",
      "position": "Front Office Supervisor",
      "startDate": "2019-02",
      "endDate": "2021-08",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Centara Mirage Beach Resort Dubai",
      "position": "Front Office Senior Supervisor",
      "startDate": "2021-09",
      "endDate": "2023-04",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Centara Mirage Beach Resort Dubai",
      "position": "Duty Manager",
      "startDate": "2023-04",
      "endDate": "2025-06",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Centara Mirage Beach Resort Dubai",
      "position": "Night Manager",
      "startDate": "2025-06",
      "current": true,
      "highlights": [
        "Managed overall hotel operations during night shift as Manager on Duty.\n\nHandled guest complaints and escalations, ensuring quick resolution and high satisfaction.\n\nSupervised Front Office, Engineering, and Security teams to maintain service standards.\n\nConducted night audit, verifying financial transactions and billing accuracy.\n\nCoordinated room allocation, late check-ins, and special guest requests (VIPs, upgrades).\n\nMaintained incident reports and ensured smooth handover to morning operations.\n\nResponded to emergencies and ensured compliance with safety procedures."
      ]
    }
  ],
  "skills": [
    "Hotel Operations Management",
    "Front Office Leadership",
    "Guest Relations & Service Recovery",
    "Night Audit & Overnight Operations",
    "Team Leadership & Staff Training",
    "VIP Guest Handling",
    "Emergency Procedures & Safety Compliance",
    "Revenue Upselling Strategies",
    "Operational Coordination & SOP Implementation"
  ],
  "languages": [
    {
      "language": "English",
      "fluency": "Fluent"
    },
    {
      "language": "Arabic",
      "fluency": "Fluent"
    }
  ],
  "certificates": [
    {
      "name": "Appreciation Certificate – Opening Team Member",
      "issuer": "Centara Mirage Beach Resort Dubai",
      "date": "2021"
    },
    {
      "name": "Appreciation Certificate – Opening Team Member",
      "issuer": "Renaissance Cairo Mirage City Hotel",
      "date": "2013"
    },
    {
      "name": "Appreciation Certificate – Opening Team Member",
      "issuer": "Radisson Blu Cairo Heliopolis Hotel",
      "date": "2007"
    }
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      "Arabic",
      "Appreciation Certificate – Opening Team Member"
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    "yearsOfExperience": 0,
    "seniority": "lead"
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