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Outgoing, dynamic Front Office Manager climbed the ladder of success in a journey of
15 years in Hospitality industry. Has a relentless drive to deliver more than just results.
and has a track record of effectively leading while managing all aspects of Front Office,
and creating ultimate experience for every guest.
• True desire to satisfy the needs of others
• Excellent customer service skills
• Refined written and oral communication skills
• Strong leadership qualities
• Ability to work well under pressure
• Flexibility and ability to work on own directive
Front Office Manager
Ramada Plaza Jumeirah Beach - Dubai, United Arab EmiratesRooms divisionApril 2017 - September 2018 · 1 year and 6 months
Finalised the budget of 2019 with savings of 20% Vs. 2018 budget while ensuring guest experience gotten also improved. 20% Savings were results of following up the P&L monthly and thoroughly analysing areas of potential savings. Increased upselling revenue by 15% by enhancing the program to include Value added upsells and re-train the team on its tactics and technicalities. Improved the actual length of Check in and Check out from 14 minutes in average to 8 minutes by conducting the Time & Motion study. The study also resulted in internal developments of 8 colleagues and cutting off 4 vacancies from the budgeted manning. The 8 colleagues’ development was also based on managing team member’s performance providing cross exposure and development opportunities. Leading a department of 40+ colleagues divided into: Reception, concierge, Bell men, Valet, Operator, Guest relation, Health club and Transportations. Started the Pool Upgrade project after analysing the areas of improvement in the department, prepared all the study and contacted suppliers and managed to obtain management and owner’s approval, project is on-going. Increased by 10% YOY 2018-2017 number of Wyndham Rewards members after analysing the enrolment process, guests targeted and re-training the team on methods of explaining the program and benefits to guests. Reduced the number of repeated product-caused complaints by 70% by implementing “in-house feedback report", analysing it and action it accordingly Improved “Booking.com” scores from 7.8 to 8. And Overall score on Revinate from 3.8 in Feb 2018 to 4.2 July 2018. By managing the online reviews, working with the team to proactively increase our scores and action plan was prepared and followed. Voted as Positivity Icon by hotel heads in results of receiving the highest number of positive feedbacks from guests (38YTD and 35 in 2017)
Hotel Duty Manager
Burj Al Arab - Jumeirah - Dubai, United Arab EmiratesRooms divisionJune 2010 - March 2017 · 6 years and 10 months
Joined as Guest Service Manager and promoted to Assistant Operations Manager after 8 months of joining – February 2011 Take full charge of VIP groups and long staying guests. Successfully took charge of TOP VIP KSA Royal group consisted of 15 suites for 45 nights. Handling guest's complaints bearing in mind the difficult nature some of Burj Al Arab's guests and the exceptional way those guests needs to be treated. Converting most of those from negative to positive feedbacks resulted of having the highest rating of customer satisfaction among other managers. Rotating on quarterly basis on all the administrations tasks of the department i.e. Recruiting, Budgeting, ordering from suppliers...etc. Forming a part of the dream team managers where each manager directly manages a team of Six Team leaders and Thirty Butlers with all their work related. Being the main point of contact for some of the Arabic Princes and Sheikhs taking full charge of their bookings and stays. Manage colleague’s med-year and yearly appraisal and ensure that my team’s appraisals are done punctually to highest qualities. Handling the team roster on rotation bases. Finished cross training with Front Office Manager covering: FOM responsibilities, Profit and Lost, Further enhancing my interviewing skills…etc.
Front Desk Manager
Yas Island Rotana - Abu Dhabi, United Arab EmiratesFront Office receptionAugust 2009 - May 2010 · 10 months
Hotel and tourism management academy - Damascus, SyriaSeptember 2002 - June 2005
ArabicNative or fluent100%
EnglishNative or fluent100%
- Cost control
- Guest oriented
- Opera PMS
- P&L control
- Pre opening experience
- Talent developer
- Talent management