Front Office Manager

Bahige Beirut

Kabbany +966-**-*******

Email: **************@*******.***

Hotel General Manager Nationality: Lebanese

PERSONAL SUMMARY

A 16 years of hotel experience, a self-motivated person with a positive approach and the ability to lead and motivate others whilst delivering effective business results. I have a track record of achieving targets in all areas of hospitality, including guest satisfaction, reward enrolment and much more. I can implement and maintain the highest standards of hotel service, and deliver an unforgettable guest service. I am not afraid to jump in and assist wherever I am needed, and will do everything I can to deliver results that will contribute to the overall mission and success of a business. I possess an analytical and expedient approach to problem solving which always results in a win/win resolution for all parties. I am more than able to grow revenues and maximize the financial performance of any hotel department. I have the self-assurance that enables goals to be achieved, and is constantly looking to introduce new products and services that will meet the needs of tomorrow's savvy global travelers.

Right now I am looking to develop and progress my career with an ambitious, award winning hotel which is looking to recruit talented professionals.

AREAS OF EXPERITISE

HOSPITALITY & PERSONAL

Able to work effectively under time and resource constraints.

Prioritizing and handle multiple tasks while meeting established deadlines.

Developing added-value customer service program.

Able to take responsibility in emergency situations.

Courteous and always focused on providing high standards.

Maintaining correctly staffing levels in line with busy periods and holidays.

Providing reports, as required for senior management.

Continuous striving for continuous improvement.

Treating all hotel staff fairly, consistently without prejudice.

Processing an enthusiastic management style that keeps all staff engaged. CAREER HISTORY

HOTEL GENERAL MANAGER March 2016 – present

Conducting the daily morning briefing with the hotel departments heads.

Acting as a final decision maker in hiring a key staffs

Training staff and conduct disciplinary actions against staff including terminations.

Insuring that all departments are profitable.

Using the available resources to maximize guest’s satisfaction and optimize revenue.

Ensuring all decisions are made in the best interest of the properties and management.

Delivering properties budget goals and set other short and long term strategic goals.

Representing the properties in the market and develop relationships with key accounts.

Study the online market & rates to ensure profitability.

Analyzing statistical information and drawing conclusion from it.

Providing properties owner with regular reports on hotel operating objectives and fiscal performance.

Managing the independent revenue and expenses aggressively to ensure profitability.

Attending tourism trade fairs and exhibitions.

VIE BOUTIQUE – BEIRUT

HOTEL MANAGER 2014 – 2016

Conducting the daily morning briefing with the hotel departments heads.

Training staff and conduct disciplinary actions against staff including terminations.

Insuring that all properties departments are profitable.

Developing improvement actions, carry out costs savings

Study the online market & rates to ensure profitability

Using properties resources to maximize guest’s satisfaction and optimize revenue.

Ensuring all decisions are made in the best interest of the properties and management.

Representing the properties in the market and develop relationships with key accounts

Providing properties owner with regular reports on hotel operating objectives and fiscal performance. KEMPINSKI AL OTHMAN & NADA DAIRY CEO PALACE - KSA

PALACE MANAGER 2013

Managing household staff and overseeing day to day running of the property

Maintaining furniture, silver, crystal and fabrics to the highest standards.

Overseeing all Food and Beverage operations in the household.

Organizing banquets and events and making sure everything is looked after from the flowers, to the Menu to the silver service.

Making sure all laundry is handled with utmost care, especially fine fabrics and Haute Couture items.

Overseeing the kitchen operations and making sure the food is cooked and served up the best Standards and to the family.

Making the purchases required for the household.

Maintaining inventory and stock control on all items in the household.

Maintaining accounts of all purchases and petty cash.

Looking after all HR requirements of the staff including paying of their salaries and holiday schedules

Training the staff in their required positions.

Hiring and training of new staff.

Maintaining staff schedules.

Maintain regular appraisals of current staff and take action if they are not performing up to standard.

Looking after the garage and making sure all cars are serviced and maintained well.

Looking after the gardens and coordinating with the head gardener on work that needs to be done.

Working with contractors and other companies who are involved in work in the property. BEVERLY HILLS - NIGERIA

HOTEL MANAGER 2012

planning and organizing accommodation, catering and other hotel services

promoting and marketing the business

managing budgets and financial plans as well as controlling expenditure

maintaining statistical and financial records

setting and achieving sales and profit targets

analyzing sales figures and devising marketing and revenue management strategies

recruiting, training and monitoring staff

planning work schedules for individuals and teams

meeting and greeting customers

dealing with customer complaints and comments

addressing problems and troubleshooting

ensuring events and conferences run smoothly

supervising maintenance, supplies, renovations and furnishings

dealing with contractors and suppliers

ensuring security is effective

carrying out inspections of property and services

Ensuring compliance with licensing laws, health and safety and other statutory regulations. IMO CONCORDE HOTEL – NIGERIA

HOTEL MANAGER 2009 – 2011

Overseeing the operations functions of the hotel, as per the Organizational chart.

Holding regular briefings and meetings with all head of departments.

Ensuring full compliance to Hotel operating controls, policies, procedures and service standards.

Leading all key property issues including capital projects, customer service and refurbishment.

Handling complaints, and oversee the service recovery procedures.

Managing on-going profitability of hotel, ensuring revenue and guest satisfaction targets are met and exceeded

Preparing, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.

Ensuring all decisions are made in the best interest of the hotels and management.

Delivering hotel budget goals and set other short and long term strategic goals for the property.

Developing improvement actions carry out costs savings.

understanding P&L statements and the ability to react with impactful strategies

Closely monitoring the hotels business reports on a daily basis and taking decisions accordingly.

Ensuring that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.

Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs.

Preparing a monthly financial reporting for the owners and stake holders.

Drawing up plans and budget (revenues, costs, etc.) for the owners.

Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment and services.

Acting as a final decision maker in hiring a key staffs.

Coordinating with HOD's for the execution of all activities and functions.

Overseeing and managing all departments and working closely with department heads on a daily basis.

Managing and develop the Hotel Executive team to ensure career progression and development.

Be accountable for responsibilities of department heads and take ownership of all guest complaints.

Providing effective leadership to hotel team members.

Leading in all aspects of business planning.

Responding to audits to ensure continual improvement is achieved.

Corporate client handling and take part in new client acquisition along with the sales team whenever required.

Assisting in residential sales as and when required and development with strong sales prospects.

Responsible for safeguarding the quality of operations both (internal & external audits).

Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements. ACROPOLIS – Lebanon

FRONT OFFICE MANAGER 2007 - 2009

Training, cross –training, and retraining all front office personnel.

Participating in the selection of front office personnel.

Scheduling the front office staff.

Supervising workload during shifts.

Evaluating the job performance if each front office employee.

Maintaining working relationships and communicating with all departments.

Maintaining master key control.

Verifying that accurate room status information is maintained and properly communicated.

Preparing performance reports related to front office.

Maximizing room revenue and occupancy by reviewing status daily. Analyzing rate variance, monitoring credit report and maintaining close observation of daily house count. Monitoring selling status of house daily. Flash report, allowance etc.

Monitoring high balance guest and taking appropriate action.

Ensuring implementation of all hotel policies and house rules.

Operating all aspects of Front Office computer system, including software maintenance, reporting generation and analysis, and simple configuration changes.

Preparing revenue and occupancy forecasting.

Ensuring logging and delivery of all messages, packages, and mail in a timely and professional manner.

Ensuring that employees are, at all times, attentive, friendly, helpful and courteous to all guests’ managers and other employees.

Monitoring all V.I.P’s special guests and requests.

Maintaining required pars of all front office and stationary supplies.

Reviewing daily front office work and activity reports generated by Night Audit.

Reviewing Front office log book and Guest feedback forms on a daily basis.

Maintaining an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, and reporting and tracking logs.

Performing other duties as requested by management. The living by Beirut Homes – Lebanon

NIGHT AUDITOR 2005 - 2007

Posts room charges and taxes to guest accounts.

Processes guest charges voucher and credit card vouchers.

Post charges to the guest accounts that have not been posted or were incurred on the night audit shift.

Transfer charges and deposits to master accounts.

Checks to see that all charges are assigned to the appropriate departments.

To verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system.

To verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing.

Prints up and files reservations for the next business day.

Verifies all account postings and balances.

Verifies that room rates are correct and posts those rates to guest accounts.

Monitors the current status of coupon, discount, and other promotional programs.

Is able to function as a front desk agent especially in terms of check-in and check-out procedures.

Tracks room revenues, occupancy percentages, and other front office statistics.

Prepares a summary of cash, check, and credit card activities.

Check figures, postings, and documents for accuracy. Record, store, access, and/or analyze computerized financial information.

Prepare & Follow the End of Day / Night Audit Checklist (Must Read!).

Performs wake-up calls.

Run end of day process in property management software (PMS).

Understand principles of auditing, balancing, and closing out accounts.

Knows how to operate PMS, typewriters, and other front office equipment's.

Respond to guest needs, special requests and complaints and alert the appropriate manager as needed PARK RESIDENCE – HAWARD JHONSON – LE BERYTE 2000 - 2005 RECEPTION AGENT – SHIFT LEADER – NIGHT AUDITOR

Ensuring outstanding customer care at all times.

Maintaining a friendly, cheerful and courteous demeanor at all times.

Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.

Responding to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.

Using suggestive selling techniques to sell room nights, increase occupancy and revenue.

Supervising daily shift process ensuring all team members adhere to standard operating procedures.

Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolving customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Adhering to company credit limit / floor limit policies.

Allocating rooms to expected arrivals after checking the guests’ preferences and special requests.

Building strong relationships and liaise with all other department's especially housekeeping, reservations etc.

Operates the EPBX equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests.

Cross Check all billing instructions are correctly updated

Controlling cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.

Supervising the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.

Performing other duties as assigned, requested or deemed necessary by management.

Ensuring Front office log book and hotel log book is always updated and actioned upon.

Ensuring safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD.

Participating in hotel committees and task force assignments.

Assisting all departments in servicing the guests during high volume periods.

Taking responsibility in the absence of the Duty Manager / Front office manager

As a supervisor I was sharing your expertise and continually inspiring the front office team. ACADEMIC QUALIFICATION

AA BUSINESS MANAGEMENT – LIU

BUSINESS SCHOOL – ACCOUNTING & INFORMATION - PIGIER SUPEC NOTRE DAMES DES ANGES – LEBANON

LANGUAGE SKILLS

ARABIC: Mother Tongue FRENCH: Fluent ENGLISH: Fluent SKILLS:

Self-starter with an accurate and detail oriented work ethics

Good verbal and written communication

Pragmatic and having a ‘can do’ attitude

Calm and polite all time

Can work well under pressure

Strong sense of responsibility

Contact this candidate