Mahmoud Elsayed

I am a result-driven VIP guest relations leader with more than eight years of experience in luxury hospitality, casino operations and customer-facing roles. I specialize in delivering tailored concierge solutions that boost satisfaction and long-term loyalty.

In my current role I led the concierge operation of a boutique hotel and casino, onboarding 150+ VIP players and achieving 90% retention within six months. I improved response performance—answering 95% of customer queries within 24 hours—and increased satisfaction scores by 25%.

Previously, I delivered a 98% customer satisfaction rating at UPS and resolved high volumes of guest issues at Hilton and Amazon while training new team members and streamlining CRM workflows. I also drove sales improvements and reduced billing errors through optimized account management.

I lived two years in Germany to refine my German (C2) and deepen my intercultural communication skills alongside Arabic (native) and English (C1). I work with Salesforce, CRM platforms, Microsoft Office, Jira and Confluence, and I seek leadership roles where I can mentor teams and scale VIP programs.