Quality Manager

Curriculum Vitae

Marina William Fakhry

* * * * *

Address: Madinaty, New Cairo - Egypt

Phone: +201**-***-**-**

Email: aczc92@r.postjobfree.com

Academic Qualifications

**** -**** ******* ** *****rce (Accounting Department)- Ain Shams University, Cairo Secondary School French Commercial section - Saint Vincent De Paul – Abbassieh, Cairo Primary – Preparatory - Saint Vincent De Paul – Abbassieh, Cairo Personal Information

Marital status: Married

Nationality: Egyptian

Date of Birth: 23/09/1986

Place of Birth: Cairo

Personal Summary

Experienced in the quality management system implementation, Ensures compliance with quality products / service established company and regulatory standards. Monitors, reviews, analyze and advise on the performance of the quality management system. Produce data and generate reports on performance. Measuring against set indicators. Liaise with the other managers and staff throughout the organization to ensure that the QA system is functioning properly.

Excellent attitude towards teamwork, leadership, adaptability, accountability and results oriented

persistence.

Analytical, results-oriented Development with strong organization skills

Quality and Six Sigma focused with

quality management and defect

prevention successes.

Solid knowledge and implementation of

QMS

Personal Skills Key skills and competencies

Planning skills

Forward thinking

Focused

Hard working

Creative

Experience Practical knowledge of quality and auditing systems ISO Standard QMS

Travelife Go Green

Bringing complex changes into smooth implementation Ensure that all staff are appropriately trained to meet the jobs Communicating at all levels within the organization Curriculum Vitae

Marina William Fakhry

2 P a g e

Work Experience

Area of Expertise

QA Processes

Quality Audits

Leading teams

Deep analysis Specifying areas of

improvements

Quality Manager

2015 till present

SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt Assistant Quality Manager in charge

SAVOY Group – Sharm El Sheikh, Egypt

Ensuring continuous improvement within the quality control systems

Reporting results and projects updates to senior management

Benchmarking and monitoring guest expectations

Liaising with process teams to implement procedures improvements

Developing and driving continuous improvement initiatives

Writing up Quality Assurance manuals

Ensuring that internal and external audits are properly carried out.

Assisting with the training and development of staff

Creating awareness knowledge via conducting various presentations and workshops to ensure that all levels in the organization are engaged and aware of the new concepts and changes.

Maintaining the company’s SOP system

Supporting the marketing, commercial and business development functions of

Creating and tailoring internal Self-assessment measuring tools for all processes to ensure the ongoing compliance of the specifications for our customers.

Implementing Environmental friendly system and Achieving “Travelife” Gold Award in Savoy and Sierra Hotels

Raising the awareness of GO Green culture within the organization.

Extending the scope of ISO 9001:2008 implementing within the Group (Savoy hotel, Sierra Hotel, Royal Savoy)

Building internal Auditor team ISO 9001:2008 to ensure an effective implementation of the system.

Create an effective communication tool within the group department “Portal” for enhancing communication and improving data storage and retrieving system “Hotel Standard”

Promote quality achievement and performance improvement throughout the organization.

Define, develop and deploy product/ service quality assurance strategy, addressing all phases of product development

Set QA compliance objectives and ensure that targets are achieved

Supervise quality assurance team

Established Quality Assurance, Documentation, telecommunications that improved the internal process and enhanced productivity.

Initiated the Go Green system in the premises

Hired, trained, and supervised team and created internal auditors team

Upgrading the Guest satisfaction system in the premises

Increased the guest satisfaction score by setting up an effective Curriculum Vitae

Marina William Fakhry

3 P a g e

Formulated Quality Assurance plans and measured and monitored actual results against plans.

Received recognition by superiors for design and execution of comprehensive

Ensure compliance with the product quality specifications, analysis of business process via internal and external measures and implementation of programs to improve the quality changes, track performance

Reporting to Top Management on the Performance of the QMS and any needs for improvement

Conducting Monthly Quality meeting and follow up with Monthly Quality meeting action taken any recommendation for improvement

Conduct the internal Audit as per the internal audit plan and follow up with preventive and corrective action

Analyze the Mystery shopper and External audits reports and follow up their corrective actions.

Create and set the KPIs with the department heads.

Create and Maintain Regular monitoring & measurement of customer satisfaction

Being involved in monitoring the Company’ objectives with all department heads to ensure that system is implemented.

Assistant Quality Manager

September 2011 till February 2015

SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt

Prepare, review, update and communicate all Company Policies and Procedures to incorporate any structural / organizational / procedural changes within the group and its companies

Ensure adherence of the group and the companies within the group to the chosen quality standards

Continuously monitoring (e.g. Internal audit) and tracking the efficiency and effectiveness of the system and taking appropriate actions where necessary

(continuous improvement)

All activities related to Internal Audits as per the audit schedule and necessary correction and corrective actions taken to correct the non-conformances as necessary within agreed time frame

Maintenance of all documents as per the Document Control Procedure

Share information on international best practices with relevant departments and assist them to implement the same in their departments

Conduct Operational Performance Audits as required for improvement

Provide functional expertise where required

Monitor regularly the Guest satisfaction e.g. (analyze monthly the Guest questionnaire reports results and comments, communicate the concerned departments regarding the negative comments) for continual improvement.

Present monthly the company progress and improvement Curriculum Vitae

Marina William Fakhry

4 P a g e

Food & Beverages Administration Assistant - ISO Internal Auditor December 2007- August 2011

SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt

ISO Representative in F&B Department

Internal Auditor in the Premises since 2009 until now

Conducting Internal Audits in various department

Assisting to maintain follow the Hotel Procedure and Work Instruction in the department

F&B department is the only department was with no non conforming or Observation during the external Audit

Analyzing monthly the department P&L and set an action plan for maximizing revenue and find out the mass expenses reasons

Propose to the department managers the Yearly objectives for next year

Propose the Quality Objectives

Maintain regularly a Guest Feedback system

Create yearly analysis to find out the minors observed during the year for next year improvement action plan

Set a KPI system for the Guest Feedback Scores and results, analyze the root cause of low scores / results

Create a new design of Banquet Folder

Update the Beverages Menu according to international version protocol

Wines Knowledge

Assist in the banqueting arrangements

OSHA (Occupational Safety & Health Association )Administration June – December, 2007 SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt

Practice the implementation of Food Hygiene Safety Standard CRISTAL Company in the various outlets & Kitchen of the premises Savoy & Sierra Hotel in the following processes (starting from receiving, preparation, production and service)

inspecting Daily the restaurants, bars and kitchens during the operation time in the various processes

Measuring regularly the Pools Temperature, PH and chlorine

Measuring the food temperature according to the standard level Professional Training

Professional Diploma in Digital Marketing September 2014 Digital Marketing Institute Professional Management Training Operational

(Hotel Finance & Profitability Strategies)

October 2011

IDI International Development

Ireland

Curriculum Vitae

Marina William Fakhry

5 P a g e

Modern Management

September 2011

Ministry of Tourism, Egyptian

Tourism Federation & Egyptian

Hotel Association

Marketing is Every body’s Job

July 2011

Ministry of Tourism, Egyptian

Tourism Federation & Egyptian

Hotel Association

Food and Beverages Marketing Training

May 2011

SAVOY Hotel

Hospitality Department Trainer

March 2011

Ministry of Tourism, Egyptian

Tourism Federation & Egyptian

Hotel Association

Internal Auditor

December 2009

MOODY International

Food & Beverages Skills Development March 2009

Ministry of Tourism, Egyptian

Tourism Federation & Egyptian

Hotel Association

Food and Beverages Quality Management Training Course January 2008 SAVOY Hotel Accounting Training

February-April

2008

SAVOY Hotel

Professional Development for Hospitality Managers

June 2008

IDI International Development

Ireland

Food Safety HACCP Training

October 2007

Ministry of Tourism, Egyptian

Tourism Federation & Egyptian

Hotel Association

Language Courses

DELF - CFCC

A1 (Expression générale)

A3 (Compréhension et expression écrite)

English Course (Intermediate Level)- Savoy Hotel

Language

French Very Good

English Very Good

Arabic Mother tongue

Computer Skills

Microsoft Office

Internet

Summer School training

Executive Office Administration assistant February till March 2007 SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt Assisting the Deputy General manager to communicate the Travel Agencies for Sending the Contract Summarize All Hotel Contracts in a rate Calendar for the season Reservation Department Summer 2005

SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt Curriculum Vitae

Marina William Fakhry

6 P a g e

Front Office Department Summer 2004

SAVOY Hotels & Resorts International – Sharm El Sheikh, Egypt Translation Center in CFCC “Centre Culturel Francaise” Summer 2003

Language Center in CFCC “Centre Culturel Francaise” Summer 2002

Consulat Française

Summer 2001

Achievements

ISO 9001:2008

Extend the scope implementation of the system in three properties and set up of Quality management system of ISO 9001:2008 in the Sierra hotel & Royal Savoy Hotel

Successfully achieved ISO 9001:2008 Certificate Since 2015

Developed and implemented policies and procedures to ensure compliance with Quality management system GO GREEN SYSTEM

Implementation of Go Green System “Travelife” in the Group

Travelife Gold Award 2015-2017

MONITOR & MEASUREMENTS

Collected and analyzed data for outcomes

Creating internal measuring tools for the product/service process

Monitored and redefined program objectives to respond to changes in the business environment

Monitored progress developments and provided reports ORGANIZING EVENTS

Hosting and organizing ASPECT Workshop for team of 100 candidates

Raising the awareness of the GO GREEN system via training and workshops and motivational programs

Organized events related to the environmental activities International Earth Hour program in Savoy Group Hotels and SOHO Square Switch Off Recycling workshops,

International Environmental Day with neighbor hotels.

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