APPOINTMENT
The First Group Hospitality has announced the appointment of Khaled El Sharbatly as the new Director of Guest Engagement.
With over 25 years of experience in customer engagement, sales, reservations, and front office roles with renowned hotel brands across the Middle East and Africa, Khalid joins The First Group Hospitality as Director of Guest Engagement after 15 years with Marriott International, where he held multiple leadership positions.
Most recently, he led the company’s Dubai Customer Engagement Centre (CEC), overseeing central reservations operations for nearly 70 hotels in the UAE and Saudi Arabia.
Throughout his tenure at Marriott International, Khalid received several industry accolades, including the Reservations Team of the Year Award and the Associates Engagement Survey Award.
In his new role as Director of Guest Engagement, Khalid will work with The First Group Hospitality’s reservations teams, revenue management, sales, marketing, finance, and food & beverage divisions, alongside property general managers, to streamline collaboration.
Tom Stevens, Senior Vice President – Operations, said, “Khaled brings to this new role a remarkable knowledge of operations, including process optimisation, customer service strategies, and performance metrics. I am confident Khaled’s knowledge will be invaluable in implementing best practices to enhance customer satisfaction and operational efficiency across our portfolio of diverse hotels and dining outlets.”
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