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Operations Manager

Dubai, Emirate of Dubai, United Arab Emirates
AED 20000
May 13, 2020

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Syed Harris Ashraf

Mobile: +971*********

Mobile: +923*********

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An outgoing hotelier with over 14 years of experience in international brands serving diligently and driven passion in delivering impeccable customer service in hospitality and tourism sector. Experienced in developing out of the box concepts and eager to take on challenges. Seeking for a career that would facilitate to accomplish my ambition and reflect my personal skills in becoming a valuable asset for the organization.

Areas of


o Task Force Member

o Pre-opening

o Handling layovers

o Complaint Handling

o Guest Relations

o Project Management

o Event Planning

o Budgeting & Analysis

o Employee performance


o Fire Fighter & First Aider

Professional Experience

Operations Manager (Aug 2018 till date)

Ibis Styles hotel Jumeirah

Duties & Responsibilities:

● Responsible for overall hotel Operations with focus on services and hotel profitability

● Close coordination with the department heads, have periodical meetings to review the performance of each operational department and work on areas of improvement highlighted on guests' reviews.

● Regular property round to check on maintenance and upkeep of the building and facilities and communicate observations to relevant HODs.

● Work closely with the sales and revenue to develop and implement strategies to improve revenues and profitability and make sure that revenue targets are achieved of all revenue centers.

● To resolve all operational problems whether related to employee performance/misconduct or procedures.

● To be held responsible for the entire hotel in absence of General Manager in terms of monitoring the operation, ensuring the safety & security of the hotel, associates and guests.

● Getting involved in decision making and encouraging the HODs to come up with projects that will enhance guest satisfaction meeting the market needs and creating memorable experiences.

● Assisting in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with empathy .To seek feedback on guest satisfaction and resolves problems in accordance with company’s policy and procedure.

● Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Employees Review Process.

● Contact potential clients through calls, emails and one to one meetings and offer hotel services

● Negotiate and bargain deals with contractors and suppliers for product and services required.

● Coordinate work with HR and training manager to recruit and train staff to ensure capable and efficient workforce.

● Meet guests to get direct feedback about the services and products and work with other operational HODs to improve hotel RPS and quality of guests’ reviews. Achievements

● Achieved highest revenues in F&B through direct sales with different travel agents for group meals. Revenue recorded 20% higher than previous year.

● Managed the F&B service with the minimum staff of 4 against the budgeted headcount of 8 with "0" complaints, thus saved up to 30k per month on headcount. Front Office Manager (Mar 2017 – Aug 2018)

Ibis Styles Jumeirah Dubai, UAE (Inventory 191 units) Duties & Responsibilities:

• To ensure that all Front Office Standards of Service & Operational Procedures are adhered.

• Ensuring team to check the every day’s arrival for any bookings coming through OTA’s or wholesalers and encourage collecting their Business Card to convert them as potential corporate guests.

• Monitoring Front Office personnel to ensure guests receive prompt, warm attention and personal recognition.

• Encouraging the team members and monitoring on the Upselling project to ensure the targets are achieved within the deadline and provide necessary trainings on the same.

● Supervising Reception personnel to ensure optimum occupancy and average room rate and make sure that up selling is taking place for purpose of maximizing revenue.

● Ensuring that the daily VIPs are welcomed and escorted to their rooms and review VIP reports 7days ahead.

● To control that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time.

● Providing guidance and motivation to the team. Establishing and communicating on a daily basis with the Front Office colleagues and working instantly on creating a job satisfaction to everyone.

● To adhere and promote the Company’s Health & safety policies to ensure a safe work environment and thus to ensure all are knowledgeable about all safety & emergency procedures and emergency action plan.

● To ensure all guest comments are logged in the Duty Managers logbook and to prepare a summary of all comments from the previous 24 hours which can be used at the morning meeting

● To run the audit reports on the PMS that will be required by Income Audit for next day, also responsible for the nightly end of day reporting is complete; ensuring accuracy in balancing accounts.

● Performing all necessary reconciliation’s and audit functions for the transactions incurred in order to complete the day’s business, maintaining paymaster and to monitor daily credit limit.

● Coordinating with security in the investigation of irregularities and undesirable guests/incidents. Understands and, if necessary, implements all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.

● To indulge in the training and development of the Front Office personnel in order to enhance their personal growth and ensure standardized service. Quality Assurance Manager (Jun 2016–Mar 2017)

Ibis Styles Hotel Jumeirah Dubai, UAE

Duties & Responsibilities:

• Devise procedures to inspect and report quality issues

• Monitor all operations that affect quality

• Supervise and guide HODs, technicians and other staff

• Assure the reliability and consistency of services and products by checking processes and final output

• Appraise guests’ requirements and make sure they are satisfied

• Report all malfunctions to chief engineer to ensure immediate action

• Facilitate proactive solutions by collecting and analyzing quality data

• Review current standards and policies

• Keep records of quality reports, statistical reviews and relevant documentation

• Ensure all legal standards are met

• Communicate with external quality assurance officers during on-site inspections

• Meeting guests on daily basis and taking feedback for any improvement and make sure that guests issues are resolved with immediate action.

• Check quality of supplies received from suppliers and contractors and inform procurement for any quality deviation

• Work closely with HODs and develop and implement strategies to improve online rating and ranking and overall RPS.


• Improved online rating on from 7.8 to 8.2 in Q4 2016

• Improved online ranking on Tripadvisor from 164 to 131 in Q4 2016 Assistant Manager Contact Lead (Jan 2005-Oct 2013) Telenor Pakistan (Norwegian Cellular Company)

Assistant Front Office Manager (Jan 2004–Jan 2005) Marriott Hotel Karachi (Inventory 219 Units)

Assistant Front office Manager


Pearl Continental Hotel Rawalpindi

(Inventory 193 Units)

Duty Manager (Oct 1999-Jan 2002)

Marriott Hotel Islamabad (Inventory 290 units)

Duty Manager (Sept 1996-Feb1999)

Marriott Hotel Karachi (Inventory 219 units)

Key Skills

Exceptional Negotiation skills, Creative problem solving, Analytical Skills, Power point and presentation skills

Professional Certification:-

● Basic Food Hygiene

License 645340

Certification Date Aug 2016

Certification authority Pulseberry Consulting

● Person in Charge Certificate Level 2

License 645340

Certification Date Oct 2016

Certification authority The Chartered Institute of Environmental Health

● Person in Charge Certificate -Level 3

License 645340

Certification Date Oct 2016

Certification authority The Chartered Institute of Environmental Health

● HSSE Lead Auditors training

● Training course on the Trainers Development Program, organized within the frame work of the South Asia integrated Tourism Human Resource Development (Supported by European Commission

● Training course on the development of Persuasive Skills organized by in- house management services by Karachi Marriott Hotel

● Four month extensive training on Food and Beverage in Pearl Continental Hotel Rawalpindi, including Butchery, Bakery, Cold kitchen, Chinese food, Bar-b-Que, Continental food, Food and beverage service, Banquet events, out door catering and food cost control

● Leadership training on “Developing Future Leaders” from Lahore University Of Management Sciences (LUMS)

● Leadership Care & Growth

● Six Sigma Yellow Belt Training

● Training on Social Accountability 8001 and Social labor laws

● Project Management Training (PMP)

Educational Qualifications

Bachelor of Hotel Management from Ecole Hotelier Helvetique (Switzerland) Languages Skills

Good Comprehension: English, Urdu


Mr. Muhammad Mujtaba Haider

General Manager (Ibis Styles Jumeirah 1, Dubai, UAE) Ms. Noris Mulloli

HR Manager (Ibis Styles Hotel Jumeirah, Dubai)

I hereby declare that the information furnished above is true to the best of my knowledge and belief. I appreciate for taking the time to review my credentials and experience. Harris Ashraf

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