Manager Customer Service

Curriculum -Vitae

Nadi Ishak Hanna

* ****** ** ******* ***,Fagala Cairo, Egypt

Cell- +201******** Email *******@*****.***

Objective

Highly qualified, skilled and result-oriented with more than 20 years of

experience in the hotel management field now seeking a position of a hotel

manager to utilize my experience and my knowledge of the field

Since 1986 I was working with international Brand companies for hotel

managements I get different experience in different divisions, to Achieve

the following:-

Established standards designs and evaluate system build company image,

championed the

development of marketing and product promotion that doubled the annual

revenues

Established staffing practices that consistently attract and retain top

talent to reach higher scores on employee satisfaction survey

Implemented a management and employee development program to enable the

workforce to adapt to higher competitive and increasingly demand business

climate

Built strong management team through aggressive goal setting and feedback

Developed new financial plan and reduced expenditure by 9%

Achieved targets and increased profit of the hotel by 12%

Maintained good relationship with the employees

Exceed the gust satisfactory to 90%

Increase the percentage of the repeated guest in our hotel to 20% from all

market

Implement and develop the training method as its essential tools to improve

the service quality & standard

Develop the marketing segment and achieve higher Rev/Per/Room by 10%

Award of high guest satisfaction in the Dutch and German market

Qualification Summary:

Highly qualified with the extensive experience in the management field,

expertise in the hotel management skills, expert in guest service operations,

General knowledge of food and beverage operations, expert in Rooms division

Management, profit and loss management, these are Core

Competencies:Communication skills (both in oral and written), Excellent

managerial skills Expert in Client relationship management Excellent

leadership skills,

Professional Experience:

May2001 - Till Today Resident Manager /Acting Hotel Manager/ Club Calimera

Golden Beach Resort

Maintain a continuous high standard of service in all departments of the hotel

with main emphasis on Food & Beverage. Ensures smooth, efficient and friendly

service in all Food & Beverage outlets.

Carry out regular on the Job training sessions and coordinates with the

personnel department for other courses needed to upgrade standard of service

and efficiency.

Ensures that all menus, drink lists, etc. are well presented, priced and

approved by authorities, and the licenses and permits are displayed according

to the ministry of tourism requirements.

Ensures that all staff members are always clean, properly dressed and well

presented.

Plans and implements special events and promotions including feasibility

studies; subject to the approval of the General Manager.

Meet or exceed Gross Operating Profit (GOP) and flow through goals. Maximize

room revenues and achieve Revenue Growth Index (RGI) and Revenue Per Available

Room

Generate and execute the Capital Expenditure Plans for capital improvements to

enhance the assets of the company and brand loyalty.

Maximizes food and beverage revenues by ensuring optimal use of banquet/outlet

space and the cost effective management of the hotel's food and beverage

outlets.

Reviews daily sales reports, statistics and repeater guest's lists for

necessary action.

Ensures the implementation of safety and security procedures towards the

Guests and Employees.

Carries out the duties assigned by the Hotel Manager and replaces the Hotel

Manager in his absences and ensures the achievement of the set targets.

Implements with all other Department Heads the concept of teamwork, efficiency

of employees, standard of service, guest relations, hotel activities,

environmental issues and all other subjects related to the daily hotel

operation.

Maintains the hotel stature by inspecting guest room, public areas for

cleanliness and order, verifying the quality of food and beverage services.

Monitor all accounting functions including bank statement, cash flow, edging

report, monthly PL meeting

Responsible for maintaining the company standard

Assist managers, supervisor and associates in understanding guest

ever-changing needs and expectations to exceed them

Assist general manager in all aspect of the hotel operation

Develop solutions to operational or customer service issues that provide a

competitive advantage to the property

Ensure that managers and associates receive the training to meet performance

expectation

Jun1998 - April 2001:/ Hilton Hotels & Ghazala Hotel / Rooms Division Manager

Demonstrate team building experience.

* Demonstrate ability to lead by example.

* Build morale and spirit.

* Participative management style.

* Use a "hands-on" approach to management.

* Training and cross-training employees.

* Instill a guest service attitude in all employees

* Excellent time management skills.

* Work with limited support.

* Strong organizational skills.

* Good knowledge of computers.

* Strong customer service orientation and skills.

* Listening skills.

* Strong budgetary, projections, and cost control skills.

* Resolve problems., Creative problem solving skills.

* Forecasting skills., Responsible for the overall operation of the guest

service area which includes Reservation, front office, Telephone operator,

Bell man and concierge involve at the HK department and the Engineering

department as well

Evaluate staff and administer performance appraisals

Responsible for maintaining performance of maintenance function both occupied

& vacant rooms

Maintain high occupancy level & keep update on the rate strategy for the

property according to the markets needs, Excepted rooms occupied, yield

revenue, & expected rate strategy for the annual budget with the hotel

management.

Jun1995 - July 1998:Ghazala Hotel & resort, South Sinai Hotels/ Front Office

Manager

From 1992 TILL 1995 : RESERVATION MANAGER / MOVENPICK

SHARM EL SHEIKH and Ghazala Sharm El Sheikh

From 1988 TILL 1992

F.O.MGR / Ghazala Hotel SHARM EL SHEIKH

Assist F.O.Mgr / HILTON Alexandria Egypt

From 1986 TILL 1988 :

CLUB MEDITERRANEAN ( FRENCH ORGANIZATION)

Telephone operator, Reception, Cashier

On casual basis for training period at the following companies

Receptionist at Hilton 3 months

Receptionist at Movenpick sharm el sheikh 6 months

Telephone operator at sonata Cairo 3 months

Training Courses

s & SkillsT TTHISTLE HOTEL/ LONDON FOR 6 months for a management Training

BE my guest program ., manual and customers service standard

Rooms division tasks and operation

Invest people program

Yield management program

HOTEL MANAGEMENT COURSE BY DGICO. WORLD WIDE CONSULTANTS

IN THE TOURISM HOTEL & LEISURE INDUSTRIES

Computer Knowledge: Proficient in computer operations,

Knowledge of MS Office- Excel, PowerPoint, Word, outlook,internet

REFERENCE TO :

MR PETER SCHIESS / General Manager Radisson SAS Resort Hotel Taba, Egypt

MR ANTOINE RIAD CHAIRMAN OF SOUTH SINAI GROUP /002**********

MR CLAUD CHINEE' / GENERAL MANAGER HILTON HOTEL

MR EVE MONTONDAN / GENERAL MANAGER

MR HELMUT THIEN / GENERAL MANAGER CALIMERA AKTIVHOTELS, Spain

MR MICHEAL SLOAN / GENERAL MANAGER THEISTAL HOTEL / LONDON

MR THOMAS PARRINGER / HOTEL MANAGER Tel: +20-12-228**** Email:

*********@*******.***

Mr Matthias Sass / REWE TOURISTIK Hotels & Investments GmbH CALIMERA, LTI,

PrimaSol Operations Manager

Email: ********.****@****-*********.*** Mobil no. 0049 1-515-***-****

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