Mostafa Shaban

Mostafa Shaban

Hotel Operations Manager (Deputy General Manager) at Emirates Grand Hospitality
Lives in Dubai, United Arab Emirates

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About me

15 years of experience in the luxury hotel industry, of which 4 have been part of the hotel management. Having worked in the Middle East since 2013, have a strong track record of improving room occupancy rates, reducing costs and increasing guest satisfaction scores. Passionate about improving the overall customer experience, worked for many of the key players in the sector with experience spanning the entire hotel operations.

Experienced Hotel operations Manager with a demonstrated history of working in the hospitality industry. Skilled in Hospitality Industry, Yield Management, Opera, MICROS, and Hotel Booking. Able to work efficiently and organized, responsible and honest friendly and cheerful, disposition, hospitality and excellent service spirit.

I enjoy keeping myself busy and put extra effort in my tasks. I enjoy working with other and able to work unsupervised. I have excellent communication skills. I am reliable, I strive to always keep a positive attitude and have the ability to learn and adapt quickly.

A seasoned Hotelier with Global Luxury Experience and a proven track record in people advancement and excellent business acumen. Strategic planning and development; Leading operational teams across diverse cultural backgrounds.

A Hotel Operations & Pre-Opening professional with extensive international experience in Middle East.

Accustomed to working with individuals of diverse cultures and organizational backgrounds. Proven effectiveness to multitask in a fiercely competitive, challenging, and fast-paced environment with dedication to superior service.

As my basic functions I consider to have in me cultural team work as quality and culture on productivity, domain of techniques and strategies in selling and the most important to work on determination of goals.

Specialties: Hospitality, Customer Service, People Development, Pre-Opening Experience, Contract Negotiations, Solid understanding of Financial Aspects, Enhancing Services through creative means, Uniform design and selection in coordination with an international designer, CAPEX planning and allocation. Adapting quickly to new cultures and environments.

Experience

16 years and 9 months

  • Hotel Operations Manager (Deputy General Manager)

    Emirates Grand Hospitality - Dubai, United Arab Emirates

    Room Division Management
    January 2020 - Now · 3 years

    Directly responsible for the Hotel Operations managing, Rooms Division and Food & Beverage departments. Guide, mentor and support the department heads in accomplishment of their results with focus on guest satisfaction. Partner with the General Manager to formulate and implement budget strategy for the hotel and drive financial results on a monthly basis. Assist the General Manager in maintaining the profitability of the hotel through increased revenues and cost saving initiatives. Ensure brand standard adherence and consistency both in product and services of the hotel.

  • Rooms Division Manager

    Marriott International - Dubai, United Arab Emirates

    Room Division Management
    August 2016 - January 2020 · 3 years and 6 months

    Lead and directed a team of 80+ associates including managers. Responsible for the overall operations of the hotel ensuring standards, policies, and procedures were being exceeded in the front office and housekeeping. Controlled average daily rates, average checks, staffing levels, environmental projects, guest history, and resolved all guest issues. • Improved Booking.com ratings from 7.8/10 to 8.6/10 in 11 months • Certificate of Excellence 2019 TripAdvisor • Increased revenue by 12% and return custom by 8% • Introduced a new staff bonus and training scheme to increase motivation

  • Front Office Supervisor

    Hilton Worldwide - Dubai, United Arab Emirates

    Reception
    August 2015 - August 2016 · 1 year and 1 month

    Carrying out the duties and responsibilities of manager on duty. Assign and instruct Guest Service Agents, Operators and Bell Attendants in details of work. Responsible for ensuring consistent quality of customer service is provided to all guests in accordance with Hilton Standards. Greets and registers guests, providing prompt and courteous service. Checks guests out of the hotel. Resolves guest challenges throughout their stay in our hotel. Upgrades guests as required. Promotes hotel services, amenities and up sells products to the guests. Taking account of the established service standard and Management guidelines.

  • Front Desk Shift Leader

    Four Points by Sheraton - Dubai, United Arab Emirates

    Reception
    February 2015 - August 2015 · 7 months

    Supervise and oversee all the duties performed by all employees of Front Desk. Make sure that all employees complete their essential tasks before leaving. Discipline, counsel and coach employees if necessary, using proper techniques and documentation. Responsible for daily monitoring and proper training of all service levels provided by employees to fellow employees and guests. Assist with any problem in scheduled shifts on the night audit shifts. Responsible for monitoring and supervising that all employees follow proper cash handling procedures. Maintain and monitor proper front office operational supplies. Maintain hygiene and organization of front desk, back office and front desk closet. Ensure accuracy of rooming lists, groups, arrivals, amenities, etc. Maintain cleanliness and organization of back office, front desk, and front desk closet.

  • Guest Service Executive

    Atlantis The Palm Dubai - Dubai, United Arab Emirates

    Guest Relations
    April 2013 - February 2015 · 1 year and 11 months

    The initial point of contact for the resort customers by providing an exemplary guest contact experience. To provide all customers with the highest level of customer service, exhibiting interest,enthusiasm and a professional image. Generate and maximize revenue opportunities and the highest levels of conversion and through various revenue programs. Provide an efficient Reception service to all guests, offering information and giving particular attention to all guest special requirements. Ensuring all check-ins and check-outs run smoothly and that all cashiering transactions and processed promptly and correctly both during the day and night. Also, offering a more personalized service with the same concepts mentioned earlier but on an Executive level.

  • Guest Service Agent

    Atlantica Hotels and Resorts - Athens, Greece

    Guest Relations
    May 2007 - April 2013 · 6 years

    Represents the hotel to the guest throughout all stages of the guest's stay. Determinates a guest's reservation status and identifies how long the guest will stay. Helps guests complete registration cards and then assigns rooms, accommodating special requests whenever possible. Verifies the guest's method of payment and follows established credit-checking procedures. Places guest and room information in the appropriate front desk racks and communicates this information to the appropriate hotel personnel.

  • Hyatt Management Training Program

    Grand Hyatt Cairo - Cairo, Egypt

    Front Office reception
    September 2004 - September 2005 · 1 year and 1 month

    A detailed and tailor made training plan. Comprehensive exposure in the hotel by rotations through various departments. Intensive training period in agreed area of specialization. Active collaboration in all operational processes. Opportunity to perform team leading tasks and first management assignments. The opportunity to work on various projects in the hotel. Benefit from your mentor and coach. Further development through attendance in Leadership Training Sessions.

Education

  • Hospitality Management

    Hotelschool The Hague [ HSD ] - The Hague, Netherlands

    June 2017 - January 2018

    In October 2017 we started this course with 200 people from 17 different nationalities. During this course, I realized that I needed to further develop and challenge myself. Luckily, The Hague University gave me that opportunity. With the knowledge and experience I will gain during this course I want to move to the next step and manage my own department as Front Office Manager.

  • Master Certificate in Hospitality Management

    Cornell University - School of Hotel Administration - Ithaca, NY, United States

    April 2014 - May 2015

    I have spent the past 11 years attempting to become certain of which field is most attractive to me as a lifetime profession. I decided almost immediately that my future would be focused in this industry. I believe the Master’s Certificate in Hospitality management program of Cornell University is the best course, because it is held in English language, the studies are online and flexible, and the course gives great opportunities.

  • B.A. Social Work

    Damnhour University - Damanhour, Egypt

    September 2002 - May 2006

Languages

2 languages

  • Arabic

    Native or fluent

  • English

    Native or fluent

Personal information

Nationalities

  • Egyptian

Work Permits

  • United Arab Emirates

Date of birth

March 15th 1986

Driving License

Yes

Skills

4 skills

  • Hospitality Management
  • Opera
  • Rooms Division
  • Strong leadership

Additional Information

1 information shared

  • Other skills

    Other skills

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