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4 years and 1 month
Front Office Manager
Sheraton Grand Doha Resort & Convention - Doha, QatarRooms divisionMay 2015 - Now · 4 years and 1 month
• Being responsible for the successful short- and long-term planning and day-to-day operation of the Front Office department while leading a diverse team of 70+ associates • Preparing budgets, managing expenses, labour cost and monitoring revenues • Increasing of guest satisfaction scores by +10% YOY while reaching rank number 1 in region • Driving the hotel’s reputation with positive social media reviews and reaching position 1 on TripAdvisor • Implementing a new front desk upsell strategy to generate +50% YOY of incremental revenue • Promoting the loyalty program to exceed hotel’s specific enrolment target • Championing the brand’s service vision and strategy for product and service delivery, and act as the face of the hotel for problem resolution and for the care of VIP contacts • Providing guidance and support to all 10 direct reports in order to maintain a high level of team moral and to increase personalized service and guest recognition • Promoting development, learning and growth from within for associates • Conducting interviews and being responsible for all human resources activities • Preparing and executing capital projects for the Rooms Division department • Dealing effectively with HSK and ENG to maintain positive departmental relations and improve processes and projects • Having successfully managed and integrated the new systems as the property’s PMS champion during the major integration from Starwood Hotels to Marriott International
Blue Mountains International Hotel Management School - Sydney, AustraliaMarch 2011 - February 2013
International Business in Hotel Management
Native or fluent
Native or fluent