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LAHCEN SAADAOUI

+971-**-***-****

ad4fd5@r.postjobfree.com • https://www.linkedin.com/in/lahcensaadaoui/ Dubai United Arab Emirates

PROFESSIONAL SUMMARY

A flexible and adaptable leader who thrives in a multicultural environment and atmosphere demanding excellence and strong team-building skills. With over 24 years of hospitality career, I have great knowledge in revenue management in business and leisure hotels and always strive to be creative and execute various revenue-generated strategies. I have gained large pre-opening and re-branding experience and I adapt easily to new brand KPIs and standards. WORK EXPERIENCE

HOTEL MANAGER Mar 2023 – Present

RADISSON HOTEL GROUP

• Acting as a Property leader under Abu Dhabi National Hotels and reporting to the VP of hotel Operations.

• Manage the daily job responsibilities for 210 guest rooms including suites, chalets, and private villas.

• Responsible for leading the team of 120 employees to develop and implement departmental and brand service strategies.

• Responsible for hotel standards and procedures are followed towards excellence, and guests’ satisfaction while growing revenues.

• Maximize financial performance and develop positive owner relations and return on investment.

• Managing and conducting human resources activities.

• Responsible for ensuring and implementing Occupational, Health, Safety and Security strategies. Achievements:

• Jan 2021: Booking.com Traveler Review Awards 2021.

• Aug 2021: TripAdvisor Travelers' Choice Award Winner 2021.

• October 2021: World Travel Awards, Al Ain Leading Hotel.

• Achieved an overall score of 90.5%, 89.5% Product, 95% Service and 96.8% Brand Identity on my first LRA Audit.

• October 2022: TripAdvisor Travelers' Choice Award Winner 2022. DIRECTOR OF OPERATIONS Mar. 2021 – Feb 2023

RADISSON HOTEL GROUP

DIRECTOR OF FRONT OFFICE Apr 2016 – May 2020

SOFITEL DUBAI THE PALM

• Joined under the pre-opening team, promoted from Assistant Front Office Manager to Front Office Manager to the current position.

• Latest role reporting directly to Hotel Manager

• Manage the daily job responsibilities for 546 guest rooms including suites, full-serviced apartments, and private villas.

• Responsible for leading the team of 130 employees including Front Office, Guest Relations, Communication Centre, Concierge, Executive Club Lounge, Business Center, Butlers, and Duty Managers

• Ensure that the hotel standards and procedures are followed towards excellence and guest satisfaction. Achievements:

• Set monthly TSA upsell forecast and achieved over AED 4 million incremental revenue Rooms and Food and 2

Beverage in 2019

• Achieved hotel quality trends along with action plans and ensured KPIs compliance with an increase of 3% in 2020 vs 2019.

• 4% on LQA and 92.6% on brand audit in 2018

• 5% growth on LQA benchmarks and 3.4% growth on Sofitel Brand Standards in 2019

• Enrolled over 14,000 new members Accor Loyalty Program with a 15.8% revenue contribution in 2019.

• Monitor daily VOG (Guest Satisfaction Program), TripAdvisor and all TrustYou platform reviews; achieved a high RPS

(93%) and #2 in the competitor set in 2019.

• Contributed with cost-saving initiatives and ideas while maintaining the luxury of services and guest satisfaction.

• Member of ISO9001-2008 Launching certification committee.

• Created sustainability awareness through Accor’s Planet 21 Program, which led to Green Globe and ISO 14001 certification.

• Assisted the hotel with voting campaigns to win international awards, including Hotelier Middle East or World Luxury Travel Awards

• Member of Crisis, Security and Safety Committee. FRONT OFFICE MANAGER Apr. 2015 – Mar 2016

SOFITEL DUBAI THE PALM

ASSISTANT FRONT OFFICE MANAGER Mar 2013 – Mar 2015 SOFITEL DUBAI THE PALM

CHIEF CONCIERGE Jul 2020 - Mar 2013

MOVENPICK IBN BATTUTA GATE HOTEL

• Part of the pre-opening team, role reporting to Rooms Division Manager

• Managed the daily job responsibilities for 396 guest rooms and Suites.

• Led a team of 70 members including Front Desk, CID reporters, Concierge, Guest Relations, Business Center, Airport Representatives, Drivers, and Valet Parking

• Ensure the hotel standards and procedures are fully followed and applied. Achievements:

• Formulation of business unit-specific P&Ps, Training Guides, Handbooks, and Training Plans

• Reported directly to RDM and assisted with the critical path during pre-opening.

• Played a major role in DTCM inspection leading to a 5-Star Certification

• Assisted in setting up strategies for guest satisfaction growth via VEOS and achieved top 3 EMEA for the consumer audit.

• Contributed to the P&L and department budget calculation.

• Successfully taken the role of Front Office Duty Manager /Night Manager

• As a departmental trainer, I recruited, trained, and developed the Front Office team.

• Prepared staffing schedules, Front Office meetings completed payroll, and monitored labor costs to budget figures.

• Handle overbooking situations and deal with emergencies while ensuring the highest level of safety and security for external and internal customers.

• Attend Credit Meetings, Operations Briefings, and Revenue/REVMAX meetings chaired by the General Manager during the Rooms division manager's absence.

HEAD CONCIERGE Jun 2003 - Jun 2010

NOVOTEL WORLD TRADE CENTRE

• Part of the pre-opening team as Bell Captain and promoted to Head Concierge 3

• Role reporting to Front Office Manager

• Managed the daily job responsibilities for 412 guest rooms, hotel situated next to a primarily key conference and exhibition Centre.

• Coaching and managing a team of 30 members, including Guest Relations Officers, Drivers, Bell Attendants, Airport Representatives, and Valet Parkers in a dynamic hotel of more than constant 80% occupancy Achievements:

• Sept 2003: Contribution to Dubai 2003 Annual Meetings of Board of Governors of The World Bank Group & The International Monetary Fund

• Oversee the operation of the Concierge Department including brand-standard training and procedures for leisure and attractions in the UAE.

• Ensure high quality of service by resolving problems, issues, and guest complaints according to hotel standard policies.

• Ensuring the smooth flow of work in the Concierge Section with emphasis on exceeding guest expectations

• Experienced International Events and Exhibitions events due to the proximity of the hotel to the impressive Dubai World Trade Centre

• Yearly team members assessment and identify means of PDP to guarantee career development while ensuring a high quality of service.

ASSISTANT CHIEF CONCIERGE Jan 2000 - May 2003

DORINT ATLANTIC PALACE • Agadir

• Part of the pre-opening team as Concierge GSO and promoted to Assistant Chief Concierge

• Managed the daily job responsibilities for 332 guest rooms ASSISTANT HOTEL MANAGER Jul 1997 - Aug 1999

AZROU HOTEL • Azrou

• Role reporting to Hotel Manager

• Managed the daily job responsibilities for 10 guest rooms.

• Assistance to the Manager in his daily Operations activity and represent him during his absence.

• Carry responsibilities of Statistics, Purchasing, Human Resources, Sales, Reservations, and Financial Operations.

• Attend weekly and frequent Management, contractors, and Suppliers Meetings.

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EDUCATION

Master Certificate in Hospitality Management May 2019 - Oct 2020 Cornell University • New York, United States

Certificate in Hospitality Management May 2019 - Sep 2020 Cornell University • New York, United States

Certificate in Hospitality & Tourism Management May 2020 - Jun 2020 Florida Atlantic University • Florida

High school Diploma Sep 1987 - Jun 1990

Sijilmassa School • Errachidia

PROFESSIONAL CREDENTIALS

4

o Affiliate Marketing Certificate, E-Marketing Institute, Denmark o Coaching & Mentorship Skills, Training Certificate, Novotel World Trade Centre-Dubai o E-Commerce Certificate, E-Marketing Institute, Denmark o Excellence in Managing Performance, Training Certificate, Movenpick Hotel Ibn Battuta Gate Dubai o Handling Complaints for Managers, Training Certificate, Accor Academy. UAE o Head of Department: A Manager, Training Certificate, Accor Academy. UAE o Hospitality Manager: Leadership, AHLEI Institute, USA o Keys to Professional Service for Managers, Training Certificate, Accor Academy. UAE o Management by Objectives, Training Certificate, Movenpick Hotel Ibn Battuta Gate Dubai o Managing Diversity, Training Certificate, Accor Academy. UAE o Off Job Training, Training Certificate, Movenpick Hotel Ibn Battuta Gate Dubai. o The 7 Habits of Highly Effective People, Training Certificate, FranklinCovey Middle East, UAE o The Basic Principles of Leadership, Training Certificate, Novotel World Trade Centre-Dubai o The Reid Technique of Investigative Interviewing & Advanced Interrogation Certificate o The Speed of Trust, Training Certificate, FranklinCovey Middle East, UAE

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