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Director of Hotel Operations/AGM

Jersey City, New Jersey, United States
February 12, 2018

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Fizz Malik

Tel: 201-***-****) - Email:

Strengths and Interests:

** ***** ** ****** *********** experience in five star Hotels with 6 years of proven advancement from Assistant Front Office Manager to Director Operations within the same company.

Headed the operations team and scored 99.1% in Service and 96.7% on brand standards, for the Marriott BSA audit for 2017.

Led diverse teams of professionals through bottom-up approaches to new levels of success by providing trainings, growth opportunities and incentives in a variety of fast-paced environments

Proven record of accomplishment in strategic planning; setting realistic, measurable, achievable, time framed plans and goals for individuals and teams, analyzing market and customer trends, technology and competitive advantage, conducting various analysis such as SWOT, (Strengths, Weaknesses, Opportunities, and Threats) PEST (Political, Economic, Social, and Technological)

Skilled in managing and leading Hotel Operations; Food & Beverage, Rooms Division, Restaurant Management and Banquet Operations.

Speak English & German, proficient in using Microsoft, Marsha, Fidelio, PMS, Guest-ware, Micros and Certified TIPS Trainer


DCT International Hotel and Business Management School, Vitznau, Switzerland

Hotel and Tourism Management (Bachelors of Arts)


Marriott Hotels NJ, Columbia Sussex Corporation (241 Rooms, 8803 Sq Ft Event Space)

Director of Hotel Operations/AGM June 2016-Present

Head of Food & Beverage, Rooms Division and Banquets and Catering department; lead cross functional teams (70+ members) optimizing business operations with ‘bottom-up approach’

Develop and manage hotel’s operations, department budgets, sales and marketing strategy to meet yearly goals and initiate corrective action plans in line with company goals & standards

Analyze business performance relative to market trends, and competitors’ performance to implement strategy, achieve key performance indicators and an increase in market share (10%)

Created a process improvement team to develop & implement efficient methods & procedures in all departments for improving communication, coordination, forecasts and budget allocations

Developed and implemented a CSR policy in line with new brand culture leading to desired company-wide change of increased employee engagement & a progressive and responsible image

Marriott Hotels NJ, Columbia Sussex Corporation (241 Rooms, 8803 Sq Ft Event Space)

Director, Food and Beverage April 2015-June 2016

Headed F&B and Catering Department; Created and led a team of 40 plus employees

Developed business strategy in line with market trends and target audience to successfully increase F&B revenue by 30% for eg. employee training, new restaurant and bar menus

Managed budget forecast, fund allocations, monthly inventories, cost controls

Managed and organized diverse range of events, conferences, meetings from 50 to 500 people

Managed relationship and contracts with high profile clients including KPMG, Airlines, MNCs

Hilton Hotels NJ, Columbia Sussex Corporation (502 Rooms)

Director, Rooms Division Mar 2013-April 2015

Double Tree by Hilton Hotel Newark Airport

Managed Front Office, Concierge Service, Housekeeping (80+ team, 500+ rooms) and worked closely with F&B, Sales & catering to ensure smooth operations across and within departments

Managed teams in challenging environment such as dealing with high volume of daily distressed passengers by maintaining composure under pressure, providing excellent customer service, motivating team, which resulted in increased revenue (15%) and customer satisfaction (30%)

Created a motivated Front Office Team; clear goals, targets, growth opportunities, trainings and incentives, which resulted in a lower employee turnover 40% higher customer retention rate 15%

Developed and implemented strategy; objectives, marketing plan and sales pitch for successfully getting new high profile clients (South West and Delta Airlines) and increased revenue (10%)

Implemented plans to ensure all relevant departments are in compliance with Brand Standards

Marriott Hotels NJ, Columbia Sussex Corporation (241 Rooms, 8803 Sq Ft Event Space)

Front Office Manager Oct 2011-March 2013

Developed and implemented strategy; budget, revenue, operations, communication

Recruited and trained employees; tactfully aligning associate’s personal goals with organizations mission and creating targets for monitoring progress-maintained presence as mentor

Prepared weekly, monthly and quarterly forecasts of budgets and payroll that meet revenue goals

Developed procedures and provided training to employees ensuring team is coordinated, motivated and develops required skills for providing top class customer service (Guest satisfaction increased by 15% and department passed BSA audit by 92%)

Corruboard Industries

Director Sales and Marketing Sept 2009-Sep2011

Led a team of 40 employees in Sales and Marketing and Operations

Developed and implemented brand strategy that increased corporate client accounts by 20%

Managed and increased corporate clients (10%) through strong PR and communication skills

Developed and implemented action plans and corrective operational procedures to increase efficiency, productivity and improve internal coordination

Marriott Hotel & Spa, CT, USA (540 Rooms)

Front Office Manager (Overnight) Aug 2007 – Aug 2009

Monitored guest satisfaction processes and initiate corrective action plans

Awarded for showing exceptional customer service and ability to multi-task while maintaining accurate structural harmony and discipline in all supervised departments

Maximize room revenue and occupancy by reviewing status daily

Provided developmental training and opportunities to associates decreasing turnover rate by 20%

Movenpick Hotel, Zurich Switzerland

Banquets & Caterings Assistant Manager Jul 2006-Jul2007

Demonstrated remarkable organization skill for preparing and setting up seminar rooms and caterings for up to 2500 people

Demonstrated excellence in time management and teamwork by successfully preparing, setting up and providing service at the Circus Roncalli VIP Catering with an average of 180 guests a day

Responsible for keeping a smooth inflow and outflow of inventory in general

Cotswold House and Hotel Noel Arms, Gloucestershire UK

Food & Beverage Assistant Manager Jul 2005- Jan 2006

Implemented cost controlling strategies to maximize revenue from kitchen

Upgraded lunch and dinner menus and created a friendly and courteous team that led to a 15 % increase in customer satisfaction surveys

Managed bar inventory and shipments and ensured quality and hygiene standards are met

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