Client Service General Manager
Resume:
CONTACT ME OBJECTIVES:
To obtain a general manager position responsible for operations on a
day-to-day and secure a top level operation position in a hospitality industry. That will afford an opportunity to utilize my education and skills.
Highly effective in developing, implementing, integrating and maintaining the highest standard of client service and relations and highly responsive to guest comments & complains to ensure guests satisfaction & product quality standers are met.
Detailed and passionate hotelier with a proven ability to maximize quality, enhance revenue & secure financial and operational performance.
Over 25 year's hotels experiences
H O T E L S G E N E R A L M A N A G E R
NAZEEH AL AYASH
EDUCATION
Faculty of Tourism & Hotel Management.
1993 - 1996
Diploma in Food & Beverage service
Management.
1996 - 1998
Diploma in Revenue Management
Cornell University.
2011
Master degree in hospitality
management Cornell University.
May 2013
SPECIALIZATION
Hotels Management
Food & beverage management
Sales & Marketing
Management
Revenue Management
FUNCTIONALITIES:
Provide training for hotel staff in delivering care that meets the best standards and practices.
Best standards and practices
Develop day-to-day operations and functions of a hotel ensuring. Total guest satisfaction maintains and manage hotel equipment. infrastructure, inventories and other facilities efficiently. Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met. Manages all areas of the hotel in accordance with Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.
Saudi Arabia – Jeddah
************@*******.***
SYRIAN
DOB 12 - January - 1976
SPECIA SKILLS
TRAINING & COURSES
PMP ( project management professional)
august 2008 + January 2009 +march 2009.
Be my guest programmed 08 august 2004.
Guest courtesy training program 30 May
2003.
Managing training & development for the
business (MTD) July 2003.
Communications skills /March 2009.
Mind Mapping 31 Oct2007.
marketing for better results 14 may 2005.
Memory improvement 13 Feb2006. Speed
reading 27 Feb2006.
Accelerated learning 07 jan2006. Unleash
the power within11april2008.
Basic food safety &hygiene training
October 2004.
Accounting &purchasing 18 Aug2007.
Customer service executive 21 May2005.
Managed all the hotel operations & procedures.
Analyzes financial and operating information on ongoing basis to adjust business plans, labor requirements and operating costs. Oversee the operations for new hotels. Brand and ownership transition project. In addition, day to day management for established location.
Protects the interests of the hotel during capital projects. Coordinates capital projects within budget, on time, and with minimal disruption to the guests.
Establishing the hotel identity.
Establishing the SOP and company manuals, policy.
Establishing the Employment Hand Book.
4 new rooms it has been add to the number of hotel rooms. PROFESSIONAL EXPERIENCE:
Excellent knowledge of Room’s Division (Front
Office /Housekeeping Maintenance). revenue
growth enhancement
Staff motivations and
Training
HACCP qualified. & E- Cristal (check safety first) Significant food and beverage experience.
More than10 year experience in food &
beverage department
Strong Knowledge in hotel
operations
Knowledge of hotels Budgeting
development, P & L Analysis, Monitoring
and Controlling Expenses. Forecasting.
cost saving / containment
Pre-opining & renovations experience
KEY ACHIEVEMENTS:
Jan - 2021
Hotel General Manager
GRAND PARK HOTELS /JEDDAH,QURAISH & Al ZAHRA..
2018 - 2020
Managing all hotels operations.
Maintains guest service as the driving
philosophy of the hotel.
Personally, demonstrates a commitment
to guest service by responding to guests’
needs.
Is committed to making every guest 100
percent satisfied.
Ensures hotel standards contribute to the
delivery of consistent guest service.
Meets or exceeds budgeted profit
margin for hotel.
Accurately forecasts revenues/expenses.
Prepares annual budget that accurately
reflects the hotel’s business plan.
Anticipates revenue/cost problems and
manages the timing of discretionary
expenditures to stabilize cash flow.
Analyzes financial and operating
information on ongoing basis to adjust
business plans, labor requirements and
operating costs.
Produces accurate, timely financial
reports.
Knows the hotel’s demand segments and
sources of business for each.
Knows the principal competition for each
demand segment and can take
advantage of the hotel’s relative
strengths against each.
5 * HABITAT HOTELS/JEDDAH & ALKHOBAR
KEY ACHIEVEMENTS Hotels General Manager
Translates business plans into action and
manages those actions toward the
Achievement of revenue and cost
objectives.
Slashed the number of customer
complaints by 50% through ensuring that
staff followed customer service
guidelines.
increasing the revenue by more than 15%
from the budget in 2019.
Saving cost & purchasing, Maintaining
the quality levels of food.
Increasing the banqueting functions
Numbers.
Establishing the company identity.
Establishing the SOP and company
manuals, policy.
Establishing the Employment Hand
Book.
KEY ACHIEVEMENTS MINA CONCORDE HOTEL 2015 - 2018
Hotel General Manager
Responsible for all pre-opening duties including staffing marketing. sales purchasing. receiving. training and development. Responsible for the overall success of the hotel, meeting or exceeding planned objectives for revenue and profit, and ensuring guest satisfaction and product quality standards are met.
Manages all areas of the hotel in accordance with Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Provides exemplary performance for staff to follow.
Responsible for the preparation of property budget and forecasts. Control on an ongoing basis the following.quality levels of products and service Accurately forecasts revenues/expenses. Prepares annual budget that accurately reflects the hotel’s business plan.
Controlling the hotel expanses during OFF season.
Coordinating with IATA for umrah groups.
Successfully opened the largest MINA
Concorde hotel at 2015 (941 Rooms).
Providing food and beverage (B/fast
and lunch, dinner ) for more than 3750
(HAJJ) during hajj season 50 days.
Achieving 24,000,000 Million net profit
during Hajj time.
Providing Food and Beverage for 2500
HAJJ in MINA Area (catering).
Increasing the Hotel revenue During
Month of Ramadan SR1,500,000
compare to last year (occupied All
hotel Rooms).
Developed maximum profits through
cost and labor control.
Maintained the highest standard of
services to the guests, including
maintenance and cleanliness for the
guests' rooms and associated facilities.
Coordinated, directed and managed
the staff and hotel operations to
achieve profitability, guest satisfaction
and efficiency while maintaining
standards set by the company.
Ensure waste is minimized and
properly recorded
KEY ACHIEVEMENTS GOLDENTULIP HOTEL & RESORT-AL BAHA 2011 - 2014 Hotel General Manager
Conduct employee performance evaluations as prescribed, control staffing.
Maximize profits and control costs.
Manage property operations on a daily basis to assure optimum performance and continual improvement in guest service, employee professionalism and performance, sales/marketing, property appearance, and profit.
Direct and coordinate the food & beverage operations. Ensure the property is well Maintained and that all mechanical equipment is in good working order.
Responsible for the preparation of property budget and forecasts. Conducted appropriate meetings and coordinated with the other department heads to ensure that proper communication lead to guest satisfaction and maximum profit and productivity. Ensure the food & beverage operations are properly staffed with trained competent individuals.
Renovating the Hotel and Resorts.
Rating the Hotel and Resort 4*
Achieving 10% above from GOP in 2012
Achieving SR 1,200,000 above budget in
food and beverage in 2013.
Best 4* hotels in Saudi Arabia in 2013
ATM awards in Dubai by CHA
international.
Check safety first (E_CRISTAL) Feb2013
achievement certificate.
Created specific, measurable,
achievable, realistic, and timely action
plans to remedy guest service
deficiencies.
Maximize profits and control costs.
Developed maximum profits through
cost and labor control.
TULIP INN YANBU HOTEL 2009- 2011
Hotel General Manager
Managing all activities of the property including employees, maintenance, sales, and profit/loss controls.
Set goals, motivate/ discipline employees; perform labor expense control, control of general expenses and resolve guest related issues in accordance with the company goals.
Coordinate, direct and manage the hotel operation to achieve maximum profitability, ensure guest satisfaction, protect the financial aspects of the business and maintain the building. Direct and manage property operations to assure optimum performance and continual improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control).
Ensure that product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness; establish and maintain preventative maintenance programs to protect the physical assets of the hotel. KEY ACHIEVEMENTS
Renovating the Hotel.
Renovating Tow ballrooms in Happy
land next to the Hotel.
Achieving SR.2.800.000 above Hotel
budget in (2010) camper to last year
(2009).
Achieving SR.1,000,000 from Ballrooms
(Rental only )without Food and
Beverage.
Hosting the annual marine sports
festival in Yanbu for 15 days under the
supervision of Prince Majid
Establishing new Kitchen in the Hotel.
Developed maximum profits through
cost and labor control.
Maintained the highest standard of
services to the guests, including
maintenance and cleanliness for the
guests' rooms and associated facilities
2005 - 2009
Conduct employee performance evaluations as prescribed, control staffing.
Maximize profits and control costs.
Manage property operations on a daily basis to assure optimum performance and continual improvement in guest service, employee professionalism and performance, sales/marketing property appearance, and profit.
Direct and coordinate the food & beverage operations. Ensure the property is well maintained and that all mechanical equipment is in good working order.
Responsible for the preparation of property budget and forecasts. Conducted appropriate meetings and coordinated with the other department heads to ensure that proper communication lead to guest satisfaction and maximum profit and productivity. Coordinated, directed and managed the staff and hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining standards set by the company. EAM / in charge – F&B
GOLDEN TULIP AL KHOBAR
Hotel pre-opening.
Achieving 15% form the GOP above
budget in F&B department.
Establishing themed nights.
Serving ( Hercules company group)
function coffee break with lunch for
one month SR. 1000.000.
Serving ( trance oscines company) for
45 days full board SR.1,420.000.
Serving and doing 6000 covers during
month of Ramadan 2008.
Achieving SR. 4,350,000 above hotel
budget Rooms only.
Assisted the General Manager in
preparation of forecasts and reports as
well as in the development,
implementation, and monitoring of the
budget.
Responsible to assist in menu planning,
development and meal specials.
Ensure all kitchens and eating areas
are organized and maintain a high level
of cleanliness.
Ensure the food & beverage operations
are properly staffed with trained
competent individuals.
Ensure waste is minimized and
properly recorded.
Participate on committees to assist
with event details, and other special
requirements.
Saving cost & purchasing, Maintaining
the quality levels of food.
Staff training & development, Planning
and organizations and following.
Following the sanitation, cleanliness
and hygiene.
KEY ACHIEVEMENTS
KEY ACHIEVEMENTS
Hotel pre-opening.
Achieving 15% form the GOP above
budget in F&B department.
Establishing themed nights.
Exceeded guest satisfaction scores
over 90% in all critical areas.
Improved customer service scores by
20% and exceeded annual sales by
more than 9%.
HOLIDAY INN HOTEL & RESORT AL KHOBAR 2002 - 2005
Food & Beverage Manager
Ensure that all products are received in correct unit count and condition and deliveries are performed in accordance with the restaurant and hotels receiving policies and procedures. Oversee and ensure that food & beverage and resort policies on employee performance appraisals are followed and completed on a timely basis.
Schedule labor as required by anticipated business activity while ensuring that all positions are staffed when and as needed and labor cost objectives are met.
Responsible for all areas of the food & beverage operations. Ensure all customers are provided with outstanding service. Ensure kitchen, restaurant, and banquet, meeting rooms operations are opened and closed according to policy. Provides leadership and guidance to all team members. Responsible for food hygiene, and health and safety issues. 5 * PULLMAN - ACCOR / SYRIA - ALEPPO 1997 - 2001
Assistants Banquet Manager
Understand completely all policies, procedures, standards, specifications, guidelines and training programs.
Ensure that all guests feel welcome and are given responsive, friendly and courteous service at all times.
According to the restaurant recipes, portioning, cooking and serving standards.
Achieve company objectives in sales, service, quality, appearance of facility and sanitation and cleanliness through training of employees and creating a positive, productive working environment.
Prepare all required paperwork, including forms, reports and schedules in an organized and timely manner.
Ensure that all equipment is kept clean and kept in excellent working condition through personal inspection and by following the restaurants preventative maintenance programs. Ensure that all products are received in correct unit count and condition and deliveries are performed in accordance with the restaurant and hotels receiving policies and procedures. OTHER ONFORMATIONS
Good experience in writing reports
skills.
business correspondence &
communication skills.
Good command of typing in both
languages’ Arabic & English.
Banquet Supervisor
4 * AMER PALACE HOTEL / SYRIA - ALEPPO
Achievement of budgeted food sales, beverage sales and labor costs.
Achieve maximum profitability and over-all success by controlling costs and quality of service.
Completion of function delivery sheets in an accurate and timely fashion.
Help in preparation of forecast and actual budget function sheets. Completion of forecast ahnd actual budget function sheets. Function Summary Sheets and weekly payroll input.
Supervise and co-ordinate daily operation of meeting/banquet set-ups and service.
Attendance and participation of weekly F & B meeting and Department Head meeting. Department meeting being held monthly.
Assist in menu planning and pricing.
Development and maintenance of department manual.
Consistent check of Banquet Food and Beverage quality, Banquet services and Plate presentation.
1995 - 1997
REFERENCES
Available upon Request
Contact this candidate