Manager Management

RAFI FUARD - **-** Broadway Apt #***, Astoria, NY 11106 - (M): 347-***-****

SUMMARY:

Over twenty years of worldwide luxury hospitality experiences with Four Seasons Hotels and Resorts,

The Walt Disney Company, Marriott International, Hyatt Hotels and Resorts, The King Faisal Foundation,

Trust House Forte Hotels and Inter-Continental Hotels Group.

Enjoy hardship locations working in harmony with local communities adapting to local traditions and

values, Renovation projects, Re-positioning hotels, Real estate sales, mentoring and volunteering.

Specialties: Leadership through authenticity, Improving work environments and operational efficiencies,

Pre-opening projects, Rooms Division Operations, Union negotiations, Cultural sensitivity, Effective oral

and written communication skills, Resort Residential Operations, Analyzing and interpreting

condominium Covenants, Conditions and Restrictions, Succession planning, 'Task Force' assignments.

PROFESSIONAL ACHIEVEMENTS:

The Corcoran Group - New York, New York June 2014 to Date

Luxury Real Estate Sales

Founded in 1973, Corcoran Group is the largest residential real estate firm in New York. After expanding

into other luxury markets, acquiring leading firms in New York, the Hamptons, and Florida, the firm now

operates 42 offices and employs more than 2,200 agents. I am a licensed real estate agent in the state of

New York attached to Corcoran’s sales team at Union Square.

St. Michael’s Care Centre Burnaby - British Columbia, Canada 2011 to 2013

144-bed Care Centre (16 beds of Hospice Care and 128 beds of Complex Care)

Involved in community work while on a Sabbath, I contributed my time, talents and language skills at this

complex care and hospice facility operating on a multi-faith basis. The center provided restorative and

supportive care for residential patients of all cultural backgrounds and belief systems. Volunteers helped

Therapies and Recreation Staff enrich lives of residents through social activities to increase their sense of

identity, well-being, self-worth and connection to the community. Volunteers provided staff with more

time and opportunity to focus on the quality healthcare needs of resident patients. This experience helped

me gain insight into the Healthcare Industry and knowledge about basic patient care.

Four Seasons Resort Whistler - British Columbia, Canada (273 rooms) Summer of 2011

Manager, Rooms Division Task Force

Assisted the resort's Rooms Division operations during a 'buy-out' where the entire resort was taken over

by one entity. Main area of focus was Housekeeping and residential operations.

Four Seasons Resort Seychelles - Mahé, Republic of Seychelles (67 Villas) 2008 to 2010

Residence Manager of 126-bedroomed, 28 Luxury Private Residential complex

Participated in hiring, new-hire orientation and standards training during the pre-opening process.

Conducted residential pre-handover construction deficiencies punch, follow up and final inspections

while overseeing the smooth handover process from developer to homeowner. Worked closely with

residential construction, design and landscaping teams to ensure work completion as planned. Organized

all move in and move out assignments synergizing cross-divisional efforts.

As the primary liaison between homeowners and the developer I had complete oversight managing

multiple post-construction work including FF&E and OS&E placements. The residences were 9,800 sq.

ft. to 31,900 sq. ft. and I handled all owner issues or concerns as the main contact person.

Developed and maintained residential Owner’s Manual (administration and orientation), pre-opening

Operating Criteria and Critical Paths for the Residential module, followed by SOP's and location-specific

Policies and Procedures for Residential Staff. Created and maintained custodial and maintenance

programs to include safety standards.

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RAFI FUARD - 12-15 Broadway Apt #410, Astoria, NY 11106 - (M): 347-***-****

Ensured Basic/A la Carte services were delivered according to Four Seasons Standards while managing

resident's expectations and maximizing resort revenues. Worked with operational departments and the

Finance Department to ensure accurate billing of operational charges and collections.

Four Seasons Resort Great Exuma – Queen’s Highway, Bahamas (191 rooms) 2003 to 2008

Residence and Villas Manager of the 48-bedroomed, 36 Luxury Private Residential component

I was part of the pre-opening planning team for Rooms Division with added responsibility as the

FF&E/OS&E Coordinator for furniture, equipment installation and final fit-out. I actively participated in

the mass-hiring efforts and orientation of our 400+ staff to the island two months prior to opening. Helped

mentor, train and develop local staff for succession.

Post-opening of the Resort I had dual-responsibilities as Residence Manager and as Villas Manager to

oversee our new residential development and the resorts high-end premier villas. Communicated and

executed ownership benefits to Homeowners during and after the project hand-over process. Coordinated

complex travel arrangements and visits of high net-worth individuals to the residential component and

premier Villas.

Collaborated with Four Seasons Home Office, Resort Administration and Resort Owner's Management

Company to ensure the residential component adhered to and were fully compliant with all governing

documents while making sure residential owners also complied with the provisions of governing

documents. Worked closely with the resort's Engineering team to oversee our Capital Reserve Program to

include project management and property life-cycle planning. Enforced property safety standards.

Four Seasons Hotel Newport Beach - Newport Beach, California (285 rooms) 1999 to 2003

Front Desk Manager with oversight of PBX and Concierge Operations

Managed Front Office scheduling/operations while accommodating staff requests to ensure colleagues

had a meaningful work-life balance. Constantly motivated, evaluated and inspected the team to ensure we

were well equipped and ready to provide exemplary 5-star, 5-diamond service.

Resolved guest complaints, disputes and disturbances positively, using facts and sound reasoning as the

Senior Manager on Duty and prevented them from escalating. Assisted with vacation coverage for Rooms

Division department heads. Responsible for conducting Emergency Procedures and General Crisis

Management. Participated in the yearly budgeting process and strategic planning. Provided support and

hands-on assistance to all divisions of the hotel during busy periods and challenges (“crunch situations").

Furama Hotel (Outrigger Hotels) - Los Angeles, California 1998 to 1999

Director of Rooms (760 rooms)

Deputized for General Manager while managing the hotel's Rooms Division Operations. I oversaw the

operations of Front Office, Reservations, Security, Housekeeping, Guest Services, Concierge, Bell/Valet

Services, PBX-Operators, Airport Representatives, Shuttle Bus Drivers and our fleet of eight shuttle

buses. My team helped increase Guest Comment Card (GCC) scores from 3.2 to 4.3 (scale 1-5), during a

seven month period of heavy construction while remodeling the hotel's west- wing tower rooms, public

areas and swimming pool. Resolved complaints, disputes and disturbances positively and prevented them

from escalating. Participated in Fire Safety, Loss Prevention cross-departmental committees.

Disneyland Pacific Hotel (Disney’s Paradise Pier Hotel - 502 rooms) 1995 to 1998

Executive Housekeeper - Bi-lingual staff of 110 Housekeeping/Laundry staff and 3 Assistant

Managers

Managed a $3.2 million operating budget for my department and profitably outsourced the Laundry

Department functions to include guest laundry and dry cleaning within 3 months of operating this re-

opening hotel. Contracting out saved the company almost $180,000 per year. I also collaborated with the

parks project team helping trans-position Grand Hotel Anaheim, a 450-roomed hotel, into a multi-tiered

guest parking facility adjacent to Disneyland’s main entrance.

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RAFI FUARD - 12-15 Broadway Apt #410, Astoria, NY 11106 - (M): 347-***-****

Similarly, I was part of our core team that integrated the 502-roomed Disney re-acquisitioned hotel,

across the park and successfully converted it to a themed Disney property. The conversion process

involved re-interviewing, rehiring and retraining management and staff; conforming to Disney policies

and procedures.

Disneyland Hotel (1,150 rooms) 1994 to 1995

Executive Chief Steward - Kitchen brigade of 2 Assistant Chiefs, 4 Supervisors and 65 Stewards

Disneyland Hotel (1,150 rooms) 1993 to 1994

Manager of Public Areas and Custodial Operations

Disneyland Hotel (1,150 rooms) 1991 to 1993

Assistant Manager Housekeeping and Laundry Operations

The Disney University - Disney's Management Development Program 1990 to 1991

Management Trainee Disneyland Resort Hotels and Theme Park Operations

Founding Alumni of the Management Development Program (DMDP) in California. This intense

program consisted of morning classroom sessions and evening practical work of 12-16 hour days for the

duration. Trainees gained experience working hands-on in all departments of Resort Hotel Operations and

Theme Park Operations from overnight custodial work, food and beverage, loss prevention to

management.

VOCATIONAL TRAINING & EDUCATION:

NEW YORK REAL ESTATE INSTITUTE (NYREI Certification) New York, NY

Real Estate Sales

CORNELL UNIVERSITY (CPD Certification) Ithaca, NY

Front Office Operations, Hotel Sales, Sales in the Resort Property, Housekeeping/Custodial Operations,

Leadership and Motivation

DISNEY UNIVERSITY (Management Development Program - Certification) Anaheim, CA

Resort Hotels and Theme Park Operations

CEYLON HOTEL SCHOOL (Diploma) Colombo, SL

Restaurant & Bar Management

TECHNICAL AND LANGUAGE SKILLS:

Computer Software: Microsoft Office, Word, Excel, Outlook, Power Point, Lotus 1-2-3, Lotus Notes,

Micros Fidelio and Opera PM Systems, Time Saver (time and attendance) - ADP, Adobe, Windows, SAP

(SCM-Supply Chain Management) - Computerized Purchasing

Languages: English (fluent), Arabic (limited) German (limited), Malay (limited), Sinhalese (fluent),

Spanish (limited), Tamil (limited)

ACCOLADES, VOLUNTEER WORK & OTHER ACHIEVEMENTS:

- Nominated "Manager of The Quarter" multiple times during my tenure at Four Seasons Hotels and

Resorts

- Nominated "Manager of The Year" and recipient of "Gold Dream Pin" award at The Walt Disney

Company

- Election Official for District of West Vancouver (local elections) Vancouver, British Columbia

- Helped Natural Disaster Management teams at the Disneyland Hotel and Four Seasons Resort Bahamas

through several earthquakes and hurricanes

- Actively participated in fund drives working with local communities in remote hardship locations

internationally

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RAFI FUARD - 12-15 Broadway Apt #410, Astoria, NY 11106 - (M): 347-***-****

- Disney Volunteer Service: assisted low-income, veteran/disabled homeowners through with essential

repairs and upkeep of their aging homes

- Volunteered in the Bahamian outer islands cleaning beaches, mangroves, schools and public places

- Helped Human Resources teams with mass hiring/recruiting, new-hire orientation and job training at all

pre-openings

- Collaborated in the development of Disney’s behavior-based Mystery Guest Program (secret shopper

audits)

- Assisted Disneyland Resort’s management during contract negotiations and grievance proceedings

- Rooms division Pre-opening planning team member for the 750-roomed Grand Californian Hotel at

Disney’s California Adventure theme park

PRE-OPENING HOTEL/RESORT EXPERIENCE:

* Al Khozama Hotel (Rosewood Hotels), Riyadh, Saudi Arabia.

* Inter-Continental Hotel, Colombo, Sri Lanka.

* Holiday Inn Crown Plaza, Abu Dhabi, United Arab Emirates.

* Marriott Hotel (facilities support), Khurais, Saudi Arabia.

* Disneyland Pacific Hotel, California, USA.

* Four Seasons Resort, Great Exuma, Bahamas.

* Four Seasons Resort, Mahé, Seychelles.

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