Rula Hilmi Murshed
DUBAI, UAE +971-*********
email@example.com linkedin.com/in/rula-abu-ghazi-a346a532 Housekeeping & Operations Specialist
Received 2 Best Housekeeper of Asia Awards at the International Housekeeper’s Summit in Sir Lanka during IHS 2018.
Executive hospitality professional with distinguished experience leading people, processes and systems across prominent resorts throughout the Middle East. Offer expertise in staff leadership, inventory management, budget administration, and organizational development. Managed change throughout diverse organizations, providing the tools and resources to maximize potential and drive operational excellence. Proven expertise in:
Strategic Planning and Organization
Team Leadership / Management
Performance Management / Coaching
Guest Relationship Management
Cost Containment and Reduction
Training and Development
Process Optimization / Improvements
Maintenance and Repair Operations
Serve as a strategic leader and partner, working with various resorts across the Middle East, maintaining control over various aspects of housekeeping operations, Advise the executive team regarding organizational design and change management to shape the vision and mission of the department. Establish and align structure, building high-performing teams, implementing systems and processes, and providing executive leadership to drive growth, innovation, and continuous improvements. Hurawalhi Island Resort – Crown & Champa resorts - Maldives August, 2016 – April 2019 Direct hotel operations in the areas of cleanliness, orderliness, and overall appearance, coordinating room maintenance and laundry operations to ensure alignment with company standards. Maintain control of diverse functions including talent acquisition, process optimization, and budgeting / ordering. Develop and supervise horticulture design and planning.
Maintain proper supply inventory levels, auditing inventory quantities with general accounting records and assisting with purchasing and vendor selection; conceptualize and implement housekeeping systems and procedures.
Authored the Functional Manual and established company-wide standard operating procedures (SOPs); managed full cycle talent acquisition and facilitated new hire orientations / onboarding.
Reduced Guest Amenities cost by 40%, by introducing alternatives to previously used expensive brands.
Incorporated natural air-drying for linens, reducing laundry electricity usage by 40%
Shifted from high-cost roses used in guest room decorations to natural flowers and leaves, leading to a cost savings of more than $2,300.
Vilamendhoo Island Resort & Spa – Crown & Champa resorts - Maldives August 2014 - till August 15, 2016 Managed public areas to ensure clean and orderly appearance, directing staff in all areas of operation. Developed training and development programs, instituted balanced work schedules, and enforced institutional and industry regulations / standards.
Maintained effective communications with staff, management, guests, and vendors to build quality relationships that benefit the organization; created innovative solutions to guest issues and continuously redefined SOP’s.
Implement cost saving measures, without compromising quality in all areas of laundry, facilities, and guest experience; decreased cleaning chemical costs by 30%, and uniform costs by 50%, in addition to reducing guest amenities costs by 50% by partnering with sister resorts to share costs. Rula Abu Ghazi Page 2
Crown Plaza Sohar – Sultanate of Oman December 2012 – July2013 Championed high levels of cleanliness and performance, demonstrating exemplary leadership skills to engage the team and exceed industry standards. Oversaw recruitment and training initiatives and interfaced with guests to address and resolve issues in a timely manner; oversaw maintenance and repairs, ensuring exceptional room quality.
Transitioned housekeeping supply ordering to a new vendor; decreased costs by 68% without compromising quality.
Introduced new training programs, drastically increasing department performance and improving the guest experience; achieved 100% guest satisfaction rating in the area of room cleanliness. Coral Boutique Hotel – Baghdad, Iraq May 2012 – December 2012 Established systems and instituted best practices to shape and structure housekeeping operations during the pre-opening stages of the hotel; formulated policies and procedures, managed inventory activities, and hired and trained new staff members to exceed organizational standards and guest expectations.
Selected and ordered furniture, linen, chemicals, toiletries, and room amenities for the hotel; managed inventory levels and administered department budgets.
Developed and implemented strict housekeeping schedules, decreasing absenteeism by 95%. Sheraton Amman Al Nabil Hotel & Towers – Amman, Jordan May 2011 – May 2012 Coordinated cleaning operations, in addition to evaluating staff performance, managing communications, and streamlining operations to improve productivity and efficiency.
Established relationships with vendors and suppliers, obtaining cleaning materials for the best price.
Increased laundry service by 70% through preventative maintenance from outside sources.
Reduced costs by 90% by training staff to clean marble, eliminating the need for an outside contractor.
Promoted team work and provided constructive coaching and feedback leading to a reduction in staff turnover by 90%; improved employee engagement and internal promotion rates. Additional Experience - Details Available Upon Request: Executive Housekeeper - Mövenpick Petra Resort – Jordan November 2008 – February 2011 Assistant Executive Housekeeper - Radisson SAS Tala Bay Resort – Jordan April 2008 – August 2008 Housekeeping Supervisor - Le Royal Amman Hotel – Jordan January 2008 – March 2008 Housekeeping Coordinator & Supervisor - Holiday Inn Hotel – Jordan March 2005 – January 2008 Personal Assistant - United Nation University - Jordan Secretary - Al-Babtain Trading Co. - Jordan
EDUCATION AND CERTIFICATION
Diploma in Secretariat, Pitman Secretarial Centre, Kuwait Professional Development / Trainings
Computer Skills Training, Raed Computer & Consultant, Kuwait Information Technology Courses, Al Quds College, Jordan
Cisco's Network Devices Training, 4tec International Company, Jordan Lobesterink Program Opera System Fidelio System
Job Live Maintenance System Dyna System Yes I Can Course Leadership Course Time Management Course Essential Management Techniques Lessons in Leadership Train the Trainer We Care Sustainability Program Leadership Skills
4Cornerstones 7Key Hospitality IClean Program Behavior Interview Housekeeping ABC Performance Management Preview (PMP) Guest Experience Index (GEI) Six Sigma Project - Lean Light Housekeeping Chinese Culture Training Star Guest System Chemical Usage for HK and Laundry Security Awareness for Manager on EMEA Introduction to Risk Management for Safe Hotels EMEA General Fire Training EMEA Managing Health and Safety at IHG EMEA IHG Anti-Bribery Training Module EMEA IHG Hostile Surveillance Course EMEA PROJECTS
I was involved in opening below projects, opening was done successfully and all sop’s was done and implemented. cleaning process system on place, last project was KUDADOO Private Island under Hurawalhi Management, this resort pre-opening will be on december 2018.
TREE TOP HOSPITAL – Hulhumale Under CCR
HURAWALHI ISLAND RESORT
KUDADOO Private Island under Hurawalhi Management REFERENCES
Available upon reuest