General Manager
Resume:
Curriculum Vitae
Ansari M Aroos
adbiqb@r.postjobfree.com, Skype: aroos74
OBJECTIVE
To secure a position as General Manager giving greater responsibility, more flexibility, new challenges, in which to exercise skills already obtained and providing services while maintaining the true value of Hospitality to the satisfaction of the management and to the guest.
PROFILE
Senior executive Hotelier with 24 years of hospitality experience in conventional
& Modern hospitality approach
Particular focus in First class customer service and change management and strategic leadership
Able to handle a variety of challenging tasks, have been a part of a 8 Pre-openings and 2 re-brandings team for establishing policy procedures & setting up operations systems.
Strong operational skills and able to introduce associate friendly and effective operating procedures to Pre –opening to existing properties. Ability to create & maintain highly effective corporate business partnership. Confident, persuasive team leader, builder, go-getter & assertive team player very high-level people management skills.
Well versed with Fidelio 6.20, Charahost, HIS, Opera V5, Brilliant, IDS, Tauras and Scienter (PMS) MS Office, Word, MS Excel, MS PowerPoint Summary of work experience
Working with Margosa Bay, Trincomalee (Luxury Boutique Hotel) COO/ General Manager since 01 March 2019 to date
Worked with Peacock Beach Resort & Spa, Hambantota, as General Manager since 20th of March 2018 to 26th Feb 2019. 94 rooms 4-star resort. Worked with Araliya Green City Nuwara Eliya as Resident Manager, since 27th March 2017 to 10th March 2018, 192 suites rooms, 5-star Hotel (Pre-Opening) Worked with Ansaad consultants (Subsidiary of Al Mana Group) Hotel project Pre Opening consultant Since Jan 5
th
2014 to Feb 25
th
2017 Opened
4 Boutique Hotels. Qatar
Worked with Grand Regal Hotel, Promoted as Vice President Rooms Division and Sales & Marketing since 20
th
07 2013 till .17
th
11 2013 Ex Merweb Center
Hotel (Rebranded as Grand Regal) Qatar
Worked with Grand Regal Hotel Doha as Executive Assistant Manager / In charge of Rooms and Sales and Marketing since April 2012 to 20 th
07 2013, 5-
star Hotel, 218 rooms, 4 restaurant, Ex Merweb Center Hotel (Rebranded as Grand Regal) Qatar
Worked with Horizon Manor Hotel (4 Star), as Rooms Division Manager 02nd October 2010 to Sep-2011(Pre-Opening) Qatar
Worked with Al Safa Royal Suites Doha Qatar. Since 18 th
of May 2009 to 20
th
Sep
2010. 5-star property 282 hotel apartment as Rooms Division Manager, Pre- Opening. Qatar
Worked with Retaj Hotel & Residence Doha (77 apartment) (4 Star) since 13th 03.2008 to 30.05.2009. As Operations Manager, taking care of day to day hotel operation, reporting to GM. Acting as General Manager during absent of General Manager. Qatar (Pre-Opening)
Worked with Dhow Palace Hotel Dubai, as Front Office Manager. Since 17. 08 2007 to 28.02.2008, reporting to GM, (Pre-Opening) One of the leading 5-star hotel in Dubai
Worked with Dhow Palace Hotel Dubai as Assistant Manager Front Office/ Duty Manager (5 Star) since 10
th
of June 2006, to 16
th
08 2007. (Pre-Opening)
Dubai
Worked with Wyndham Grand regency Hotel 197 rooms (Five Star, Member of Leading Hotels of the world) Duty Manager, since 15th Jan-06 to 5 th
of June-
06 (Pre-Opening) Qatar
Worked with Le Royal Meridien Abu Dhabi as Front Office Supervisor, since 13
th
of February 2003 to 10
th
Jan 2006. (Since Meridien take over the property)
re branding. Abu Dhabi
Worked with Doha Sheraton Hotel & Resort as a Guest Service Agent since 16
th
December 2000 to 28
th
November 2002.Qatar
Worked with Doha Sheraton Hotel & Resort as Telephone/Fax Operator since 20
th
03 1998 to 15
th
December 2000. Qatar
Worked as Telephone & Telex Operator with the Galadari Hotel (Five Star) Colombo, Sri Lanka (01/10/1996 to 28/02/1998) Sri Lanka RESIDENT MANAGER – Pre-opening
Araliya Green City Hotel, Nuwara Eliya, 5 star
Handled all aspects of the hotel project operation, planning and development. Handled soft-opening, grand opening, recruitment, training etc. Hotel Project Consultant Ansaad by Al Mana. Qatar
Handled 4 Boutique hotels project and Successfully completed all 4 properties from the construction level to opening and operation. VICE PRESIDENT – Rooms Division, and Sales& Marketing Grand Regal Hotel, 5* (Qatar)
Directing the Sales & Marketing operations of the group’s portfolio of Hotels located in Qatar and UAE
Established the strategic direction of the overall Sales & Marketing policy of the Hotel.
•Development of business plans and other marketing strategies.
• Research and source new Tour Operators in order to enhance the current portfolio of agents
• Preparation of Annual budgets as well as compilation of relevant statistical data and reports
• Implementation and direction of customer service strategies and monitoring feedback systems
• Representation of the Company at the major International Travel Fairs
• Liaise with the relevant Government Ministries and the Tourism Promotion Board
• Overseeing the enhancement of brand portfolio of Company
• Overseeing the development of the various social media platforms, online marketing strategies & other image building exercises
• Research, development & feasibility analysis of new project developments, renovations & refurbishments
• Preparation reports, budgets and forecasts and presentation to governing bodies
• Representing the Organization in negotiations, at conventions, seminars and official occasions, and liaising between areas of responsibility and with other organization’s
• Selection of senior staff
• Authorization funds to implement policies and programs
• Establishment of Sales and Marketing policy in consultation with other managers
• Planning of Sales and Marketing operations including market research, advertising, promotion, distribution, pricing and selling
• Enhancing business growth and development through the preparation and execution of marketing objectives, policies and programs
• Constant review of all operational areas in order to ensure adherence to standard operating procedures
• Conducting of market research to find new business opportunities
• Conducting of regular quality audits of respective Hotel units to ensure compliance with established standards
Executive Assistant Manager and Rooms Division Manager Grand Regal Hotel 5*, Horizon Manor Hotel 4* and Al Safa Royal Suites 5*(Qatar)
•Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
•Reviews and audits expenses.
•Monitors Rooms operations sales performance against budget.
•Reviews reports and financial statements to determine Rooms operations performance against budget.
•Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
•Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
•Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
•Delivers excellent customer service throughout the customer experience and encourages the same from other employees.
•Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
•Interacts with guests to obtain feedback on product quality and service levels.
•Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans.
•Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
•Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
•Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees
•Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
•Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
•Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures
•Develop and implement an effective quality control procedure to cover all areas of the Hotel property.
•Coordinates with all Heads of Department in an effective communication network that genuinely facilitates the provision of proper quality assurance implementation.
•Personally reviews all guest comments (Rooms / F&B / online sources) and prepares a weekly report summary and analysis of the same to provide the Management Team with a realistic appreciation of our present state of quality.
•Devices, establishes and updates our Hotel property’s quality specifications and standards.
•Monitors and advices on the performance of the Quality Management System.
•Coordinates all activities required to meet our Quality Standards. Produces monthly data and analytical reports on the overall quality performance, measuring the same against set standards.
•Liaise with other managers and associates throughout the entire Hotel organization to ensure that the Quality Assurance (QA) system is functioning properly.
•Provides the Hotel organization with tools and techniques to enable everyone to achieve their quality objectives.
•Undertakes periodic market research initiatives, prepares the corresponding report/s and submits the same to the General Manager; in order to properly monitor the changing if not ever increasing demands of guest expectations within the scope of our competitive market segment.
•Makes sure that our Hotel property’s service quality consistently exceeds guests’ expectations.
•Works closely with Purchasing to establish and effect quality requirements from external suppliers.
•Develops, implements, continually reviews and updates (if and when necessary) quality policies, procedures, practices and standards.
•Responsible for the proper communication and dissemination to all Hotel associates of both our Quality Statements and Quality Commitments as clearly articulated by the Quality Service Manual.
Operations Manager (Cum In charge of Front Office) Retaj Hotel and Residence, 4*(Qatar)
•Supervise the Front Office team to ensure optimum and average room rate for the purpose of maximizing revenue.
•Ensure priority in-house facilities and monitors Front Office Marketing techniques in line with marketing program.
•Maintain inter-department relationships to ensure seamless customer service
•Schedule and regularly conducts routine inspections of areas under their control
•Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
•Implement system recovery procedures
•Compile statistics for front office and provide related reports
•Approve upgrades and special amenities
•Communicate to team any changes in process or systems of Front Office or the hotel
•Prepare efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
•Work with The Human Resources department to ensure employee orientation, training and succession planning is carried out to standard
•Work with Manager Finance and Business Support to prepare and manage the department's budget
•Demonstrate awareness of health and safety and policies and procedures and ensure all procedures are conducted safely and within guidelines Front Office Manager
Dhow Palace Hotel 5* (Dubai)
•Set up of the Rooms Division Department systems and procedures.
•Hired all staff for the Front Office operations.
•Point of contact and trainer for the installation of the Hotel & Front Office package “BRILLIANT”- i.e. from preparation for launching to live operation of the system.
•Formulated the job description for the Front Office Team and ensured implementation
•Actively involved in the setup of the rooms (layout, furniture and fixtures assembly, amenities etc.) during the initiation period.
•Liaison with other departments for day-to-day operations.
•Source out suppliers for the necessities of the day-to-day operations in the initiation period.
•Designed Rooms Division Stationery (i.e. Registration cards, Receipt books, Reservation Forms etc.)
•Supervise occupancy and room rates to achieve maximum yield on rooms.
•Prepare statistical reports for the Dubai Tourism and Commerce Ministry on a monthly basis.
•Check and follow-up upon High Balances of the in house guests (to control skippers etc.).
•Monitor House Keeping Discrepancy Report to control errors made by Shift in Charge in Check-ins as well as check-outs.
•Conduct Training classes for the staff on a monthly basis to motivate, assist, and also to discuss any discrepancy in their job performance.
•Make Duty Schedules on a weekly basis after forecasting the projected occupancy for the coming week to have correct manpower on each shift.
•Monitoring & Managing the SPA, GYM and Security Department.
•Set Up manager for brilliant System at the hotel. Assistant Front Office Manager
Wendham Grand Regency 5* (Qatar) Dhow Palace Hotel 5*(Dubai)
•Set up of the front office systems and procedures.
•Hired all staff for the Front Office operations.
•Prepare statistical reports for the Qatar Tourism Ministry on a monthly basis, Yearly Budgeting and Management Reports.
•Liaison with other departments for day-to-day operations.
•Supervise occupancy and room rates to achieve maximum yield on rooms.
•Monitor House Keeping Discrepancy Report to control errors made by Shift in Charge in Check-ins as well as check-outs.
•Conduct Training classes for the staff on a monthly basis to motivate, assist, and also to discuss any discrepancy in their job performance.
•Make Duty Schedules on a weekly basis after forecasting the projected occupancy for the coming week to have correct manpower on each shift.
•Monitoring & Managing the SPA, GYM and Security Department. Front Office Supervisor
Le Royal Meridien Abu Dhabi 5* luxury
•Liaison with other departments for day-to-day operations
•Supervise occupancy & room rates to achieve maximum yield profit
•Prepare statistical reports for the Dubai Tourism & Commerce Ministry on a monthly basis
•Make Duty Schedules on a weekly basis after forecasting the projected occupancy for the coming week to have correct manpower on each shift
•Monitor House Keeping Discrepancy Report to control errors
•Check & follow-up upon High Balances of the in house guests Guest Service Agent
Sheraton Doha Hotel and Convention center, 5*
Telephone Operator
Sheraton Doha Hotel and Convention center, 5*
Telephone Operator
Galadari Hotel Colombo, 5*
Professional Qualifications
Following DTTEHM Economic Department University of Colombo, Leading to Masters. (2017)
Certified Opera trainer for pre-Opening Hotels, by Microsoft FEDELIO Certificate program Front Office Operation Asian Lanka Hotel School Nugegoda Colombo. Sri Lanka
Secondary Qualification
GCE Ordinary Level- 1991
Name of School: Gamini National College - Sri Lanka Computer Literate
MS Office, Word, MS Excel, MS PowerPoint
Fidelio 6.20, Charahost, HIS, Opera V5, Brilliant and IDS Special Achievements & Trainings
Presented an a award for the support and efforts extended during the ninth Session of the Islamic Conference held at Sheraton Doha from 06th November 2000, Doha Qatar
Presented a Certificate of appreciation for the support and efforts extended During the World Trade Organization 4
th
Ministerial conference 2001 held at
Sheraton Doha Hotel &Resort from 9
th
to 12
th
Nov 2001
Successfully completing the Star wood Preferred Guest certification program 21
st
May 2001
Successfully completed train the trainer program 5 days by Starwood Hotels and resorts.
I have undergone cross training with the Housekeeping department, F& B Services, Accounts as (Night Auditor) and Revenue and Sales & Marketing. CPC Training by American Red Cross association.
Fire and Safety training.
Telephone etiquette.
Handling Guest complains effectively.
Achieving service excellence.
Sheraton Guest Satisfaction System.
Front Office Upselling …etc.
Train The Trainer
Personal Details
Date of Birth : 03
rd
December 1974
Sex : Male
Nationality : Sri Lankan
Marital Status : Married
Reference
1) Mr. Salah UddinMukhtar
Public Relations Expert
Ministry of Labour
Doha-Qatar Phone +974-******** Mo +974-********
E mail adbiqb@r.postjobfree.com
2) Mr. Sudusinghe Chandrasena
General Manager
EX Araliya Green City Hotel
Nuwara Eliya
adbiqb@r.postjobfree.com
Dear Sir,
SUB: POSITION FOR: GENERAL MANAGER
Being given to understand that there are vacancies existing in your esteemed organization for the above post. I wish to submit my curriculum vitae for your kind perusal. If I should be successful, I would carry out all my duties entrusted to me to the utmost satisfaction of my superiors.
I look forward for a favorable reply from you.
Thanking you,
Yours sincerely,
Ansari M. Aroos.
Contact this candidate