Front Office Manager

Mobile: +***- 050-******* E-mail ************@*****.***

HOTEL MANAGER

PROFESSIONAL PROFILE EXECUTIVE SUMMARY

Hotel Manager with over 15 years total experience in Hotel management, with excellent communication skills in all aspects; professional and appropriate business appearance and presentation Skills excellent knowledge of all aspects of Hotel Manager Operations; excellent organizational and administrative skills; excellent guest service and problem resolution skills; the flexibility to meet the demands of a 24 hour operation; and the ability to work comprehensively with spreadsheets and budgeting packages.

Increased productivity that results in value-added customer service.

Excellent team builder and consultant on personnel issues and organizational development.

AREAS OF EXPERTISE

Hotel management Opera system Guest Relations

Training new staff Budget/ Revenue Management Operation Management

PROFESSIONAL EXPERIENCE

Hotel Manager Ayla Bawadi Hotel from July.2019 till May 2020

As a Hotel Manager, I am responsible for:

plan and organize accommodation, catering and other hotel services

promote and market the business

manage budgets and financial plans and control expenditure

maintain statistical and financial records

set and achieve sales and profit targets

analyses sales figures and devise market and revenue management strategies

recruit, train and monitor staff

plan work schedules for individuals and teams

meet and greet customers

deal with customer complaints and comments

address problems and troubleshoot accordingly

ensure events and conferences run smoothly

supervise maintenance, supplies, renovations and furnishings

deal with contractors and suppliers

ensure security is effective

carry out inspections of property and services

Ensure compliance with licensing laws, health and safety and other statutory regulations.

Rooms Division Manager AYLA Grand Al-Ain from Jan.2017 till July.2019

As a Rooms Division Manager, I am responsible for all pertinent matters affecting guest service and hotel operations and to maximize hotel revenue while deliver excellence at every opportunity. The role involves controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival and departure, information requests, ensure guests receive prompt attention and personal recognition throughout their stay in the hotel, respond to guest needs and resolve any issues that may arise resulting in highest possible guest satisfaction

1. Plan and implement the application of availability controls to those market segments, which will maximize hotel room, food & beverage and other revenues where applicable

2.Maintain a high performance standard among guest contact employees to ensure they are knowledgeable, friendly and courteous at all times

3.Inform the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation

4.Work closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guest appropriately

5.Participate in decisions involving occupancy goals, marketing strategies and development of rates.

Director of Rooms Samaya Hotel Deira from Dec.2014 till 7th Oct 2016

A Director of Rooms is responsible for ensuring the smooth operation of guest services, valet services, concierge and uniformed services, housekeeping, laundry, and communications in an attentive, friendly, efficient, and courteous manner. The Director of Rooms is also overall responsible for providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. Assisting the General manager in handling the hotel daily operation for the last 2 years.

The duties and responsibilities

coordinating the organization and administrative functions in all areas of the Rooms Division; ensuring total compliance with standards of operation; ensuring that staffing is maintained at an appropriate level to match business demand; participating in all regular and ad hoc operational meetings and in the formulation of strategic business plans; establishing monthly reporting system to monitor; handling all guest complaints expeditiously to complete resolution; closely monitoring the financial performance of all departments, in particular monitoring all Rooms expenses to ensure that they are kept in line with budget; and providing solutions to improve problem areas and assisting in implementing corrective measures.

Safety and health Management/ firefighting certification (Dubai police academy) Jan 2015

First Aid CPR /AED Professional Rescuers Certification American Red Cross / UAE swimming federation.

Advanced Leadership Skills

(American Council for Accredited Certificates)

Inbound Customer service

Time Management

My Guest My Customer

Train the trainer

Front Office Manager at SAMAYA DEIRA DUBAI Jul. 2010 till Dec, 2014

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department.

DUTIES AND RESPONSIBILITIES:

1.Able to effectively interpret financial results in regards to revenues, payroll, costs and expenses 2. To assist in the preparation of the annual Budget this will form part of the business plan

3.To establish and monitor cost and expenses control system and procedure.

4.To take corrective measures and actions to ensure highest possible profitability

5.Personally and frequently verifies that guests in his operation are receiving the best service

6.Demanding and critical to service standards as well hygiene standards.

7.Maintains an atmosphere of tranquility at the front desk.

8.Verifies constantly that the physical product in all aspects is consistent with the hotel standards.

9.Maintains an “open door” policy

10.Ensure that all areas of responsibility are properly staffed, supervised and operating smoothly.

11.Assist the departmental trainer in their development and monitors their effectiveness.

12.Maintain all hotel records and forms as prescribed by established policies and procedures.

13.Control the preparation of room occupancy forecast on a daily, weekly and monthly basis.

14.Attends all briefings and meetings as requested and necessary.

15.Advice management and sales of the update reservation status for reference in business solicitation

16.Understand and comply with local regulations and legislation.

17.Assume the function of Duty Manager representing management in accordance with the Duty Manager Roster and Duty Manager Job description.

18.Upholds the hotel's commitment to hospitality.

19.Prepare performance reports related to front office.

Oct 2008 - June 2010 Samaya Hotel Deira 5* Assistant Front Office Manager

1.Assist in the day-to-day operation of the hotel front office.

2.Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels

3.Assign, coordinate, and supervise work activities of Front Desk Agents.

4.Ensure work is completed to include, shift closings, room deposits, refunds and rebates.

5.Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.

Asst. Front Office Manager, 2007-2008 Al-Sondos suites by le Meridien

Millennium Hotel Sharjah, UAE Nov 2002 – May 2007 Night Manager

Deliver excellent customer service and maintain a high standard of customer management.

Fulfill all reasonable requests from guests, to ensure their comfort, satisfaction and safety. Ensure that our hotels are operated safely, at all times.

Sheraton Heliopolis Hotel, Cairo, Egypt Feb 2000 – Nov 2002 Shift Leader

Responsible for the overall day to day functions of the front desk and delegating task as per the shift check list

Le Meridien Heliopolis Hotel, Cairo, Egypt Receptionist June 1997 – Feb 2000

EDUCATION

Higher Institute for Hotels & Tourism Bachelor degree in Hotel Management 1999 Grade: V. good

CERTIFICATIONS

2017-2019 Ayla Hotels and Resorts

Leading and Motivation

Coaching

Customer focus

Delegating

Developing associates

Feedback Essentials

2007-2008 le Meridien Suites

Service Culture Training

Gotcha (Customer Satisfaction)

Starwood Preferred Guest (Loyalty Program).

Star Guest Response.

First Aid

Fire Training

2002 – 2006 Millennium Hotel Sharjah

Customer Care & Complain handling

Guest Satisfaction Standard

Fire Training.

Pre-Opening Certificate.

2002 Sheraton Heliopolis

How to sell (on job training)

Handling guest complains techniques and procedures

Standard grooming and Hygiene

First Aid

Personal Information

Date of Birth: 01/01/1977

Marital Status: Married

Nationality: Egyptian

References

Mr. Mohamed Al Sahaby Financial Controller Ayla Hotels and Resorts

Mobile: 055*******

Waleed Mustafa Cluster Director of sales Ayla Hotels and Resorts

Mobile: 050*******

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