Front Office Manager

Al Majaz*, +971-*********

King Faisal St., +971-*********

Sharjah,

UAE

Email:

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

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Tarek Salah

Career summary To oversee and run efficient and successful Front Office

operation, and coordinate with the other HODs to ensure meeting

and exceeding the guest expectations, stay in line with the

hotel budget and achieve owners return at the minimum cost.

Experience 04/06/2017 - Date Cosmopolitan Hotel- Al Barsha

Front Office Manager

Assignments & KPO's

Manage day-to-day front desk operations, plan and assign work,

and establish performance and development goals for team

members. Provide mentoring, coaching and regular feedback to

help manage conflict and improve team member performance.

Educate and train team members in compliance with local laws

and safety regulations. Ensure staff is properly trained and

has the tools and equipment to carry out job duties.

Ensure staff is properly trained on systems, security

procedures, and service and quality standards.

Ensure front office and Housekeeping staff provides guests with

prompt service, professional attention and personal

recognition.

Ensure guests are greeted upon arrival and make time to

interact effectively with guests.

Arrange daily tasks for the Front office and Housekeeping team,

follow ups, reviewing results and correcting mistakes.

Conduct Daily rooms and public areas inspection to ensure

cleanliness and condition levels are as per standard.

Respond appropriately to guest complaints, solicit feedback and

build relationships drive continuous improvement in guest

satisfaction.

Develop plans to increase occupancy and ADR through walk-ins

and up-selling at the front desk.

Monitor monthly P&L and budget to control labor costs and other

expenses with a focus on rate strategy, building initiatives

and inventory management.

Oversee night audit function and daily financial reports.

01/06/2013 - 31/05/2017 Holiday Inn Sharjah

Front Office Manager

Assignments & KPO's

Manage day-to-day front desk operations, plan and assign work,

and establish performance and development goals for team

members. Provide mentoring, coaching and regular feedback to

help manage conflict and improve team member performance.

Educate and train team members in compliance with local laws

and safety regulations. Ensure staff is properly trained and

has the tools and equipment to carry out job duties.

Ensure the team is properly trained on systems, security and

cash handling procedures, and service and quality standards.

Ensure front office staff provides guests with prompt service,

professional attention and personal recognition.

Ensure guests are greeted upon arrival and make time to

interact effectively with guests.

Respond appropriately to guest complaints, solicit feedback and

build relationships drive continuous improvement in guest

satisfaction.

Develop plans to increase occupancy and ADR through walk-ins

and up-selling at the front desk.

Monitor budget and control labor costs and expenses with a

focus on rate strategy, building initiatives and inventory

management.

Oversee night audit function and preparation of daily financial

reports.

My Achievements

The hotel has been rewarded "Certificate of Excellence 2015 &

2016" from the TripAdvisor.

The hotel ranking on TripAdvisor was improved from the 27th

position on June, 2013 to be ranked 8th (among 78 properties in

Sharjah).

Evaluate and develop the quality of the property's rooms

through conducting audit and inspection plan to ensure that

rooms operations meet the company's brand standard in terms of

condition and cleanness's.

Build a new Front Office winning team through an effective

recruiting process for the right and skilled calibers, which

positively affected the department results and achievements.

The Hotel ranking has improved from 9th position, Regionally

MEA in June, 2013 to be set No. 1, topping all Holiday Inn's

hotels regionally on December 2013 in terms of the Guest

feedback tracking system (IHG Heart Beat program)

Develop a new "Guest Satisfaction tracking system" to measure

guest satisfaction scores pertaining to different hotel areas,

and place the necessary action needed to rectify the issues and

enhance guest experience.

I developed a new up-selling program (based on the recognized

tsa program) to be utilized by the Front Office team members,

targeting to drive the rooms revenue (One of the 10 Brilliant

Basics goals set by the IHG co.).

Achieving the enrollment target of the loyalty program (IHG

rewards club) on monthly basis through conducting the right

guest recognition training programs on a regular basis to all

of the team members.

July 2007- May 2013 Intercontinental Cairo- Egypt

Duty Manager/ Night Manager

Assignments & KPO's

Deal with different unforeseen situations and conflicts which

related to the hotel guest and staff, and require immediate and

corrective action.

Ensure presence in hotel lobby and other public areas and

engage guests with conversation to provide general assistance

and manage, record and resolve promptly all guest complaints.

Assist the Front office manager in the monthly Profit & Loss

statement analyses for all sections, and monitor the cost and

control the expenses.

Communicate with the Front office manager in all matters

affecting the guests and the front office operations.

Reviewing the accounts of all guests whose balances have

exceeded the credit limit and decide the most appropriate

action for each case.

Work on achieving the company financial targets in terms of the

up selling and number of enrollments in cooperation with the

Guest Relation, and setting action plans in order to increase

the overall guest satisfaction score.

Maintain proper and effective communication in place between

different hotel departments to ensure maximum level of guest

satisfaction score and feedback.

Prepare and monitor all the steps before and during the VIP

individuals, long stay guests and groups arrival.

Record in the communication logbooks all important incidents

reports to the GM, RDM and FOM.

Review different manager report figures and attend the

executive morning briefing when it is required.

July 2004- July 2007 Concorde El Salam Hotel/ Cairo- Egypt

Night Manager

Oversee and control the hotel late time operation, and deal

wisely with turn away (book out) cases without receiving guest

complaints.

Run a smooth hotel operation during the night shift through

touring the hotel and conduct random spot check for different

departments and areas to ensure the staff full adherence to the

hotel policies and regulations.

Receive and deal with the guest complains to sort them out on

the spot, then decide and apply the most appropriate service

recovery required to ensure guest satisfaction.

Supervising the front office operation course and take critical

decisions needed to ensure a smooth and effective operation.

Train and supervise the reception team to ensure providing a

high quality standard service to the guests.

Provide the hotel management with the required reports and

recommend actions in different incidents, besides advising the

FOM with all matters related to the guests and his employees.

Prepare the morning reports including market competition,

different market segments statistics, VIP in- house

guests etc)

Jan. 1998-June 2004 Hilton World Trade Center Cairo

Room sales agent

Handling the guests check in and out normal procedures

according to the hotel brand standards.

Focus on maximizing the hotel revenue by utilize all

opportunities and use effective upselling techniques to promote

hotel services and facilities.

Handling different guests requests & complains discreetly and

makes the necessary follow up.

Covering the Night Manager's roles during late shifts by

carrying on all duties and tasks required to manage the hotel

late events, take operational decisions & run the night shift

system procedures.

Carry out all the incoming & outgoing correspondence, faxes,

massages & filing system related to the F.O operation.

Receive and manage the hotel reservations through updating the

hotel system with the bookings full data, type confirmation

formats and send it back.

Maintain a high level of communication between the front Office

& other hotel departments to fulfill guest's requests without

delay.

Handling the front office cashier by receiving cash, credit and

advance payments and settle guests and companies bills.

Education 1979- 1988 Heliopolis Language School

Cairo

Primary & preparatory Certificate.

1989- 1991 El-Kobba Secondary School

Cairo

Secondary Certificate.

1991- 1995 Faculty of Commerce- Ain Shams Univ. Cairo

Bachelor of Commerce

1997- 1999 The British Council in Egypt

Cairo

First certificate in English

Languages & Arabic: Mother Tongue.

Skills English: Excellent in speaking, writing & reading

French: Fair

Channel Managers (Rate Gain, Rate Tiger...etc)

OTA's different Extranets, and dealing with them

Opera Hotel System.

Fidelio Hotel System

Brilliant PMS

Excellent in typing & using (Microsoft office applications &

Internet different uses)

Certificates : First Certificate in English from Cambridge University, the

British Council branch in Cairo on August, 2000.

Attended the Revenue Academy training held in Holiday Inn- city

stars- November 2010.

Completed the Harvard Manage Mentor topic online trainings for

"Decision Making", "Leading & Motivating" and "Writing Skills"

- February & March, 2014.

One month cross training to the Revenue department on May 2011

"Effective leadership" training course taken at Concorde El

Salam Hotel on 10/07/2005.

Effective communication skills taken at Hilton World Trade

Center May, 2003.

Personal Data Date of Birth : 27/02/1973

Marital Status : Married

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