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Front Office Manager

Location:
Dubai, Emirate of Dubai, United Arab Emirates
Posted:
March 18, 2020

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Resume:

P r o f e s s i o n a l D e t a i l s

SHERIF NAZMI AYYAD HANNA

P.O BOX 89996, Dubai,

UNITED ARAB EMIRATE.

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

Email: adccx9@r.postjobfree.com

KNOWLEDGE AND PRACTICAL SKILLS

First of all, I am proud when I introduce myself saying that, I have started my career in Hospitality Industry from the BOTTOM, throughout my daily work I was gaining and adding new experience in my life and my career that helped me to reach where I am now and built my personality with the following traits and abilities:

A Composure, confidence, self-motivating, excellent presentation,

An engaging personality, strong influencer

Fair and firm

Foresight and openness to new ideas,

Ability to give motivational leadership,

Empathetic, caring nature with exceptional interpersonal skills,

Innovative and creative mentality

Excellent skills in negotiation.

Planning and coordination ability

Charisma of sales, marketing and in Hotel Operations in general,

Leadership qualities.

Ability to train and motivate employees

Integrity, Ability to cope with excessive pressure

Flare-for business development & Accounting Skills.

W O R K E X P E R I E N C E

05/19 – Current General Manager

Al Waleed Hospitality group

United Arab Emirates

Handling the general Manager operation of the following hotels:

Al Waleed Palace Hotel Oud Maitha, Dubai.

Al Waleed Palace Hotel Barsha, Dubai.

Park Regis Boutique Hotel Dubai.

Downtown Hotel Apartment, Amman/Jordan.

Pre-Opening process of Lemon Tree Hotel, Dubai Jumeriah Opened in December 2019

-Handled all procurement aspects of FF&E and OS&E

-Coordinate and supervise the finishing of the interior design for the public areas & rooms as per approved drawing and Lemon Tree Hotel standard to accelerate the opening process which was delayed more than three months.

-Prepared and implement an intensive Sales and Marketing Plan to create the brand awareness as Lemon Tree Hotel is not well known in the Dubai Market.

-Prepared the budget plan for the first operating year as per Lemon Tree standard.

-Arranged and update the critical path preopening report on weekly basis and share it with the owner

-Supervised and handled the hiring and recruitment plan for HOD and 2nd in command

-Handled the testing and commissioning process for all MEP machines.

-Furnished the hotel as per Interior design prospects.

-Supervised all official inspections from Civil defense / Fire System, Dubai municipality / HACCP, SIRA and DTCM.

-Handled the mass recruitment open day for all the department to choose the potential right candidate.

-Finalized and furnished the staff accommodation within the budget approved.

-Supervised the staff operational on the job training to secure and maintain high standard of understanding to all job tasks and functionality specially we are using Protel as PMS

-Conduct a mass media promotion before opening

-Opened the Hotel opening on December 19, 2019.

11/18 – 04/19 General Manager

Armada Blue Bay Hotel, JLT

Dubai – United Arab Emirates

(4 stars – 352 rooms)

I joined the hotel once the owner decided to change from Management agreement to franchising agreement and run the hotel by himself, though it was in the middle of the season.

Hence, we have prepared (Short and Long term) Business Development Plans to work in alliance:

Short Term plan was for a period of 6 months:

-Create Sales & marketing business plan and hired the team to manage the operation.

-Update the hotel website and linked all SEO to increase the traffic

-Create Sales kits, facts sheet, broachers, and create in-room collaterals.

-Create SOB for all hotel departments that match the cultural and staff mentality.

-Create Job Description for the entire team.

-Create corporate contracts to start approaching companies, governments, travel agencies and on-line engine which was not used as a right tool

-Create all new F&B menus for (coffee shop, sport bar, room service, mini bar and chillout bar)

-Create a guideline for the guest room standard in terms of cleanliness, bathroom amenities.

-Revised all the Annual Maintenance Contracts in order to maintain the sustainability and durability of all hotel machine and equipment, also to reduce operational cost.

-Create a new PMS through one of the owning sister technology company, which is matching Opera and F&B Micros system.

-Re-arranged HR department create a proper manning for all departments, job description, uniform, incentive plan, staff welfare, dining room with proper menu.

As a result of the short-term business development, we have achieved by April 2019:

Maintain YTD Occupancy at 85% with an increase of ADR to be AED369/-

Fixed the FB Operational Cost per cheque is 28%,

Reduce the percentage of the staff tune over, which was over 60%, but after we implement staff benefits program such as career development, incentive plan, review salaries based on a market survey it has been reduced to 15%.

There was a long-term business plan:

Renovate the coffee shop and increase the capacity

Upgrade and renew the furniture of the terrace café & Pool bar and create a concept

Upgrade the hotel’s linens as it was too old and they we running in shortage of towels and bedsheets.

Budget plan to create our own laundry department as we have the space within the premises hence we can use it for the hotel operation and for commercial use of the residences in the same cluster as well

But the owner did not fulfill his promise to provide the sufficient fund.

11/16 – 11/18 General Manager

Stella DI Mare Hotel, Dubai Marina

Dubai - United Arab Emirates

(Pre-Opening) (5 stars Hotel – 369 rooms)

Received the hotel as Shell & Core with a delay of 4 years to open.

-Finalized the interior design for the public areas & rooms with the owner’s family (designer) to avoid any delay and reduce variation expenses.

-Handled all procurement aspects of FF&E and OS&E

-Prepared and implement an intensive Sales and Marketing Plan to create the brand awareness in the market.

-Prepared a projection budget plan for the upcoming 7 years based on the market inelegant resources and COMP Set Information.

-Arranged and update the critical path preopening report on weekly basis and share it with the owner

-Created Human resources standard operating procedures for all department, as the company Did not have only HR standard all departmental policy and procedures.

-Arranged the hiring and recruitment plan for HOD and 2nd in command

-Handled the testing and commissioning process for all MEP machines.

-Furnished the hotel as per Interior design prospects (owner’s family)

-Handled the mass recruitment open day for all the department to select right employees

-Arranged media conference for the opening.

-Arranged the Hotel opening

10/11 – 10/16 CLUSTER DIRECTOR OF SALES & MARKETING

BYBLOS HOSPITALITY

DUBAI

United Arab Emirates

Handling the Sales & Marketing activities in the following hotels:

MARINA BYBLOS HOTEL (4 stars – 184 rooms)

BYBLOS HOTEL Dubai – TECOM (4 stars – 152 rooms)

Capitol Hotel Dubai (4 stars – 151 rooms)

Moscow Hotel Dubai (4 stars – 136 rooms)

Al Sarab Hotel Dubai (3 stars – 86 rooms)

Broadway Hotel Dubai (3 stars – 70 rooms)

oBuild up the business and marketing plan, Rate strategy plan for All Hotels.

oDirects all hotels in the development, implementation and achievement of their annual business and budget plan. Provides leadership, guidance and assistance relating to the execution of marketing and sales functions, policies and standards as established by the Corporation.

oCapitalizes on Byblos Hospitality Hotels Corporation marketing, sales programs and resources.

oParticipates in the sales process via customer and partner’s meetings, entertainment and attendance at client and other relevant industry events.

oCreate, enforced and implement SIX market segmentations in all 4 stars hotels.

oDirects coordination of cross-selling, joint marketing initiatives and other hotel/brand synergies to maximize exposure and profitability including agency contact, media planning and hotel communications.

oDirects the solicitation efforts of the sales staff through effective oral and written communication while providing strategic direction of rate, date and space commitments for group room sales of the property.

oDevelops and implements strategic and tactical plans to maintain current base and increase the hotel’s share and penetration.

oDirects the preparation of reports pertaining to the operation of the Sales and Marketing Department to include, but not limited to the annual and monthly Forecast, Marketing Budget, Booking Report, Sales Meetings and Marketing Meeting Minutes.

oDirects the ongoing research of the travel industry local and national market to detect market trends and related information for development of new marketing strategies.

oDirects the efforts to improve potential from various existing and new markets

10/10 – 10/11 GENERAL MANAGER / OWNER REPRESENTATIVE

DIPLOMAT HOTEL & BUSINESS CENTER (4 stars – 100 rooms)

ASTANA

Republic of Kazakhstan

I moved to Astana in October 2010, to handle a three years old family business 20 floors building, that has a hotel with 77 rooms, 11 floor business center, two outlets, plus 24hrs room service and banquet hall capacity up to 250 pax plus two small meetings rooms, the YTD Occupancy was 41% and YTD - ADR 125/-US$.

Hence, we have prepared (Short and Long term) Business Development Plans to work in one alliance:

Short Term plan was for a period of 6 months:

-Create SOB for all hotel departments that match the cultural and staff mentality.

-Create Job Description for the entire team.

-Create Sales & marketing Department, hired two staff.

-Create Sales kits, facts sheet, broachers, and create in-room collaterals.

-Create corporate contracts to start approaching companies, governments, travel agencies and on-line reservation engine which was not used at all, made a deal with Booking.com, Expedia.com, Hotel.com, and other local and Russian website.

-Create three separates menus for F&B operation (Lobby bar, room service, main restaurant and three separate Banquet menus plus another three separate coffee break menus.

-Create a hotel website.

-Create a standard of guest room guidelines for cleanliness, bath room amenities, and public areas as well.

-Rented outside complex, few steps from the hotel, that includes, Bowling Allay, beer bar, lounge bar, and disco tick which was adding another facility to the hotel operation, also new menu has been created.

-Hired an Italian Chef to enhance the kitchen performance.

-Upgrade the front office opera system, and F&B Micros system, though it was installed in 2008 but it was not upgraded or configured in a way to facilitate the hotel operation.

-Re-arrange staff filling system in HR department, create a proper staff dining room with proper menu, create proper staff uniform.

-The most important is we create a marketing awareness for the hotel social and environment activities such as:

oHiring staff of determination (special need) in certain position.

oSigned a partnership agreement with the UNICEF and we have participate in all their activities.

oHost and sponsored charity Iftar during Ramadan.

oThe outside landscape has been planted with evergreen and apple trees.

oParticipate in sponsoring concerts, parties, galleries, and fashion show.

-As the hotel has no spa or gym we have made a deal with an out sources health center and we provide transfer, just to add value for money guest is paying.

As a result of the short term business development, we have achieved at the Year End:

-YTD Occupancy 63% with an increase of ADR to be 151/-US$,

-Maintained and fixed the FB Operational Cost per cheque is 29%,

-Reduce the percentage of the staff tune over, which was over 60%, everyday staff leave, staff hire, there was no stability in manning which effect the standard of service, but after we implement staff benefits program such as career development, incentive plan, review salaries based on a market survey it has been reduced to 15%.

The long-Term Business Development plan, which had a financial involvement such as:

-Upgrading the room facilities, we purchased and fixed in-room safe box, door self-closing machine, peepholes, safety chain, magnified mirrors, maintained water heating exchanger to be 50 which was installed gradually in order not to effect the financial performance of the hotel.

-Redecorate the ground using our local resources, our own hotel Engineering team and rented to one of leading bank in town.

-Re-styling the Lobby furniture.

-Prepared a financial visibility study to develop the hotel in long term such as

oConvert three floors of hotel building form business center office to guest room.

oCreate a horizon restaurant in the top floor.

oBuild a complex attached to the hotel to provide 4 floor indoor car parking, spa, gym and swimming pool.

-Prepared a preventive maintenance plan for the hotel equipment, as we have a very short summer season and long 9 month winter season, so heating system, chiller, boilers, water valves and elevator etc.. has to be maintained in regular basis,

After completing a one-year contract, we handover to the owner, an official certified four stars hotel with four operating outlets, with a 28% conversion budget plan though we had renovation and CAPX expenses.

09/09 – 09/10 BUSINESS DEVELOPMENT MANAGER

OVERSEAS OPERATION

IN CHARGE OF THE COMMONWEALTH INDEPENDENT STATES (CIS) MARKET & OFFICES

PLANET TRAVEL & TOURS

United Arab Emirates

11/02 – 09/09 ROOMS DIVISION MANAGER

Acting as an EXECUTIVE ASSISTANT MANAGER

RADISSON BLU RESORT SHARJAH (Previously Sharjah Continental Hotel)

United Arab Emirates

11/01 – 11/02 FRONT OFFICE MANAGER

SHARJAH CONTINENTAL HOTEL (Previously Holiday Inn Resort Sharjah)

United Arab Emirates

02/00 – 11/2001 FRONT OFFICE MANAGER

HOLIDAY INN RESORT SHARJAH CONTINENTAL (5 stars – 300rooms)

United Arab Emirates

03/99 - 02/2000 NIGHT / DUTY MANAGER

IN CHARGE OF FRONT OFFICE OPERATION

Pre-opening stage

HOLIDAY INN DOWNTOWN DUBAI. (4 star – 139 Rooms)

United Arab Emirates

05/97 – 10/98 GUEST RELATIONS,

SIX CONTINENTS CLUB and

CLUB CONTINENTAL FLOOR MANAGER.

Acting as Assistant Front Office Manager

AL JUBAIL INTER*CONTINENTAL HOTEL. (5 star - 300 Rooms) Kingdom of Saudi Arabia.

05/92 – 05/97 NIGHT MANAGER.

AL JUBAIL HOLIDAY INN HOTEL. (5 star - 300 Rooms)

Kingdom of Saudi Arabia.

07/91 – 05/92 SENIOR RECEPTIONIST.

THE INTERNATIONAL NILE CRUISES. (5 star - 72 Rooms)

On board of M/S GOLDEN BOAT.

Arab Republic of Egypt

07/90 – 07/91 ACCOUNTANT.

THE INTERNATIONAL NILE CRUISES. (5 star - 72 Rooms)

On board of M/S GOLDEN BOAT.

Arab Republic of Egypt

In charge of the day-to-day activities in regards to Accounting and related. The job incumbent insures accurate and timely submission of information to the Financial Controller, controls and banks all hotel money, ensures proper controls for cash handling, and brings any discrepancies to the attention of the Financial Controller. All work is carried out in accordance with hotel accounting and financial controls under the supervision and functional guidance of the Financial Controller, within the policies and procedures as outlined in ECOMAN, in line with hotel and corporate policies and guidelines, and the hotel’s business plan.

06/89 – 06/90 ACCOUNTANT.

IBN KHASSIB HOTEL. (3 star - 50 Rooms)

Arab Republic of Egypt.

In charge of the day-to-day activities in regards to Accounting and related. The job incumbent insures accurate and timely submission of information to the Financial Controller, controls and banks all hotel money, ensures proper controls for cash handling, and brings any discrepancies to the attention of the Financial Controller. All work is carried out in accordance with hotel accounting and financial controls under the supervision and functional guidance of the Financial Controller,

OTHER EXPERIENCE

October 2006 TASK FORCE (Rooms Division Department)

RADISSON SAS DUBAI DEIRA CREEK HOTEL (5 stars 287 rooms)

Re-Branding.

Trained hotel staff (group training) on company loyalty programs.

Trained Front office staff on company policy, procedures and quality of handling check in and check out.

Participate in migrating software information related to front office operation i.e. profiles, loading Rezidor SAS corporate rate codes specially what is relating the company GDS.

Prepared the departmental Standard Operating Procedures (SOP).

Assist the Front Office Manager on the daily operation work

May 2004 TASK FORCE (Front Office Department)

DARIUSH GRAND HOTEL (5 stars – 168 rooms)

Managed by Rezidor SAS Hotel & Resort

Kish Island – Iran

Opening – Re-Branding.

Create the departmental organization chart, presenting the minimum manning to manage the operation with a forecasted budget of 50% occupancy.

Execute the training plan for the front office staff to demonstrate and review each position Job Description and Job Task Break Down according to the corporate standard of Rezidor SAS.

Prepared the DATA for the front office software (HOGATEX).

Assist the Hotel Front Office Manager to establish the department communication and filing system.

Created the rooms and floors configuration list.

Assist and participate in the hotel Soft Opening Ceremony.

03/99 - 02/2000 NIGHT / DUTY MANAGER

IN CHARGE OF FRONT OFFICE OPERATION

Pre-opening stage

HOLIDAY INN DOWNTOWN DUBAI. (4 star – 139 Rooms)

United Arab Emirates

10/98 – 03/99 TASK FORCE (Front Office Department)

Holiday Inn Sharm El Sheikh (5 stars – 520 rooms)

Egypt

Opening

Create the departmental organization chart, presenting the minimum manning to manage the operation with a forecasted budget of 50% occupancy.

Execute the training plan for the front office staff to demonstrate and review each position Job Description and Job Task Break Down according to the corporate standard of Holiday Inn Hotels.

Prepared the DATA for the front office software (Fidelio).

Assist in interviewing and hiring candidates for the Rooms Division Department

Established the department communication and filing system.

Created the rooms and floors configuration list.

Assist and participate in the hotel Soft Opening Ceremony.

E D U C A T I O N

-B.A. degree, Faculty of Arts, English Arts Dept., 1991.

-Certificate from the American University, Cairo branches for an English/Arabic Translation course in 1992.

-Certificate from The Educational Institute of the American Hotel and Motel Association AH&MA for a Managing Front Office Operation course 1994.

SPECIAL SKILLS

-Certified as a group trainer from IHG and Rezidor management school.

-Excellent in English and Arabic Language.

-Excellent in P.C. operation especially, (Word, Excel, PowerPoint and Publisher).

-Excellent in Fidelio, Opera, WINHMS, and Protel PMS system.

-Having Egyptian, UAE driving license.

TRAINING HISTORY

(Holiday Inn Worldwide Training Programs)

Craft Training Certificate.

Group Training Certificate

World of Welcome Workshop.

Together we care.

Cross training at the Sales Department.

Interaction Management.

Continuous Service Improvement Program.

Supervisory Skill.

Appraisal (Evaluation training) Program.

Train the trainer.

Presentation Skills

Grooming For Supervisors.

(Intercontinental Worldwide Training Programs)

Management Training & Development (MTD).

F.I.T Marketing Front Line Selling Course.

(Radisson SAS Worldwide Training Programs)

STAR Foundation.

Goal Set

ing

Delegating to Develop

Select the Best

Let’s Talk

Training for Success

Create Problem Solving

Coaching to Win

Talki

g Finance

Yes I can (Guest Courtesy Program)

Leading & Delivering Yes I can Program.

Group Training Certificate.

LOTS Training (How to prepare Business plan)

Mentor MENTEE Program

SPECIAL INTERESTS

Music is my primary interests, since the high school I have always been associated with the school and college community activities, I often played Piano and Guitar.

I am also a sports enthusiast, especially football, playing better than average players do till now.

PERSONAL DATA

NAME : SHERIF NAZMI AYYAD HANNA

DATE OF BIRTH : 03/03/1969

NATIONALITY : EGYPTIAN

RELIGION : CHRISTIAN

MILITARY SERVICE : EXEMPTED

CIVIL STATUS : MARRIED

DEPENDANTS : 2 (2001 + 2008)

R E F E R E N C E

To be offered on request.

Applicant

Sherif N.A. Hanna



Contact this candidate