Open to opportunities

Lotfi Lamti

@lotfilamti

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Trilingual customer experience and business development leader specializing in complex issue resolution.

Tunisia

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What I'm looking for

I’m looking for a role where I can own both customer experience outcomes and client growth—handling escalations, improving processes, and using reporting to drive quality and performance in a fast-paced, service-focused environment.

I’m a customer-facing professional with 7+ years of experience resolving high-stakes issues, managing complex client relationships, and delivering service excellence in demanding, fast-paced environments. Fully fluent in Arabic, French, and English, I handle multilingual customer interactions without switching teams.

As a Business Development Director at The Landlord Tunis, I developed and managed a corporate client portfolio across medical tourism agencies, expat relocation firms, and international businesses. I negotiated B2B contracts and translated complex requirements into tailored solutions, while also contributing to PMS configuration to align system setup with real workflow needs.

Previously, I led luxury front-of-house operations at Four Seasons Hotels and Resorts Tunis, managing a 203-room property and consistently maintaining high guest satisfaction. I introduced a structured service recovery workflow that reduced complaint resolution time and improved first-contact resolution rates, and I led a 30-person Front Office team across Front Desk, Concierge, Guest Services, and PBX.

I bring a proven approach to complaint resolution, process improvement, and cross-functional communication—comfortable working independently, managing priorities without supervision, and maintaining consistent quality remotely. My focus is always on clear communication, SLA-quality outcomes, and data-informed reporting to drive continuous improvement.

Experience

Work history, roles, and key accomplishments

Business Development Director

The Landlord Tunis

Mar 2025 - Mar 2026 (1 year)

Developed and managed a corporate client portfolio for medical tourism agencies, expat relocation firms, and international businesses in Arabic, French, and English. Negotiated B2B contracts and contributed to PMS configuration by aligning system setup with operational workflow needs.

B2B Sales Corporate Account Management Contract Negotiation Multilingual Communication PMS Configuration Stakeholder Management Reporting

Front Desk Manager

Four Seasons Hotels and Resorts

Jan 2024 - Jul 2024 (6 months)

Managed front-of-house operations for a 203-room luxury property while maintaining consistently high guest satisfaction across review channels. Implemented a structured service recovery workflow to reduce complaint resolution time and improve first-contact resolution rates, while leading a 30-person Front Office team.

Complaint Resolution Reporting

Assistant Front Desk Manager

Four Seasons Hotels and Resorts

Sep 2022 - Dec 2023 (1 year 3 months)

Supervised daily front desk operations and shift handovers to maintain consistent service standards across all agents. Served as Night Manager, independently handling overnight guest requests, emergencies, and escalations, and produced operational reports to drive efficiency improvements.

Night Operations Management Data Analysis Customer Support Multilingual Communication Quality Improvement

Front Desk Supervisor

Four Seasons Hotels and Resorts

Jun 2021 - Aug 2022 (1 year 2 months)

Supervised agent performance and real-time service delivery, intervening on escalations and complex guest situations to protect service quality. Managed rate variance and credit reporting to maintain revenue accuracy and compliance.

Service Supervision Credit Reports Quality Assurance Real Time Issue Resolution

Front Desk Agent

Four Seasons Hotels and Resorts

Jun 2018 - May 2021 (2 years 11 months)

Provided personalized multilingual service for international guests across check-ins, billing, reservations, and concierge-level support. Recognized for high-quality Arabic, French, and English client communication.

Multilingual Customer Service Check In & Billing Reservations Support CRM Ticketing Workflow Client Communication Service quality CRM Ticketing Workflows