Manager Front Office

Edmond Mourad

**********@*****.*** +1-647-***-**** Oakville - Ontario - Canada

Entrepreneurial, innovative leader with 25+ years demonstrated success in real estate, property management, hospitality, marketing, and business development experience within highly competitive markets. Analytical professional highly skilled in operational execution, strategic planning, budgeting, cost controls, training and development, digital marketing, quality assurance, and customer satisfaction. Collaborative communicator continually focused on building relationships and promoting synergy across business lines to drive positive change, cohesive, comprehensive business approaches and enhanced profitability. Flexible and adaptable with excellent interpersonal and communication skills to foster change, incorporate innovation and implement strategies throughout the organization. Fluent in Arabic, English, and conversational French.

Areas of Expertise include:

• Strategic Planning &

Forecasting

• Procurement / Purchasing • Revenue & Profit Growth

• Business Development • Relationship Building • Client Satisfaction

• Sales Planning & Marketing • Staff Training & Leadership • Operational Excellence/Execution

• Quality Assurance • Compliance/Audits • Recruiting/On-boarding Professional Experience

ALDAR PROPERTIES PJSC Al Ain, UAE 2007- 2018

Assistant Mall manager- Marketing and COMMERCIALIZATION, 2013 - 2018 Develop and implement strategic repositioning, restructuring, marketing, and operational processes with a keen focus on raising standards of operations, risk management, increased revenues, and client satisfaction.

Key Accomplishments:

• Increased commercialization revenue by 200% YTD and Mall footfall by 4% YTD through targeted marketing campaigns.

• Establish and develop strategic relationships with mall tenants resulting in increased collaboration between the Mall and Stores.

• Collaborate with the GM and the development team in the planning and development of a renovation and expansion of the Mall adding approximately 200 stores/kiosks with a value of over $114M all while the mall remained operational.

• Plan and maintain marketing and operational budgets for the Mall ensuring projects and budgeted items are completed on-time and within budget.

Senior Associate – Property Handover, 2007 - 2013

Directed the day to day operations of property management including budgeting, project management. Business development and policy/procedure development. Key Accomplishments:

• Managed the turnover and client relations of the exclusive Villas/Flats properties with top VIP clients including Sheikhs, Owners, Ambassadors, Ministers, Excellencies, and Executives producing revenues of over 9B UAE Dirhams for the company.

• Recognized by management as having the highest customer service scores in the corporation.

• Developed, implemented and maintained process improvements for the turnover process improving efficiencies, increasing customer service, and improving bottom line profits. SUNSET BEACH RESORT Khobar, Saudi Arabia 2006 - 2007 Division Manager - Rooms

Executed the daily operations of the Front Office, House Keeping, Laundry, & Transportation departments of one of the largest resorts in the Middle East at 590K Sq. Meters catering specifically to high-net clientele and Royal Families. Collaborated with the real estate department in property development. Key Accomplishments:

• Delivered an increase in revenue of 104% in the first six months of tenure.

• Collaborated in the development and implementation of new policies and procedures for the resort including rooms, transportation, customer service, etc. ALAIN ROTANA HOTEL Al Ain, UAE 2006

Front Office Manager

Directed the addition and expansion of approximately 100 additional rooms and 10 chalets including, scheduling, recruiting and on-boarding, training and development, and hotel management in the absence of the GM.

Key Accomplishments:

• Achieved a 93% approval rating in a customer satisfaction survey in the areas of Reservations, Concierge, Reception, Cashier, and Guest Relations.

• Recruited, interviewed, hired, on-boarded, trained, and developed a staff of 20 resulting in a significant increase of customer service.

• Collaborated with Management to increase the average rate per room by approximately 22% increasing revenues and profitability.

Additional Professional Experience includes: Al Maha Rotana Hotel, Office Manager, Recreation, Security, Al Maha, UAE 2002 – 2005, Al Ain Rotana Hotel, Front Office Manager, Al Ain, UAE 2000 – 2001, Armed Forces Officers Club/Hotel, Assistant Front Office Manager, Abu Dhabi, UAE 1997 – 2000, Sheraton Hotel, Guest Services Agent, Receptionist, Cashier, Abu Dhabi, UAE 1994 – 1997, Le Meridian Hotel, Receptionist, Damascus, Syria 1993.

Education & Training

Coursework (Professional Development Program) Hotel Management CORNELL UNIVERSITY Ithaca, New York

Associates Degree in Hotel Management (Equivalent) HOTEL TECHNICAL COLLEGE Lattakia, Syria

English Language Courses

AMERICAN CULTURE INSTITUTE OF DALLAS, TX Dallas, TX SHERATON HOTEL (PRINCE DE GALLES) Paris, France

Training in the areas of: Front Office Manager, Operator, Concierge, Reservations, Sales, Reception, Cashier, Night Auditor, Night Manager, Front Reception, Cashier, Night Audit, Night Manager, LE MERIDIAN HOTEL Damascus, Syria

Training in the areas of: Wait Staff, Receptionist

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