Front Office Manager
Resume:
Al Khobar, Saudi Arabia
*************@*******.***
[e-mail]
Tamer Farouk
Objective
Highly communicative professional with more than 11 years of expertise working for high-end hotel chains. A team player with the ability to provide exceptional data analytics, results driven, enthusiastic about delivering targets and seeking colleagues developments Experience
May 2016 – Present Crowne Plaza Al Khobar Al Khobar Revenue Manager
Recreate revenue management culture
Reset the revenue meetings and get the team engagement
Budget discussions with the OWNCO and management Co.
Achieve 46% of online revenue contribution 2018
Achieve No.1 in RGI 2018
Assist in the monthly/yearly marketing plan
Set the reservations team career plan
Champion Daily/Weekly revenue meeting
Daily/Monthly/yearly forecast
Champion F&B revenue meeting
Reservations team development and training
Joint sales calls with the ale team
Assist in the sales strategy
Achieve a growth of 17% in system delivery YOY from 27% Y2014 to 40% Y2018
Champion for IHG CONCERTO inauguration 2018
Holding IHG RMEC / RMAC Certificates
Apr 2014 – May 2016 Holiday Inn Kuwait Downtown Kuwait Revenue Manager
Assisting in achieving the hotels budget for 2013/2014
Enhanced system delivery share from 16% to 18% 2014
Manage the RFP leads & business cases
Involving the F&B outlets in weekly revenue meeting
Creating weekly Weddings pickup report
Setting C&E incentive
Leading weddings weekly revenue meeting
May 2013 – May 2014 Holiday Inn Kuwait Downtown Kuwait Asst. Revenue Manager
Provides management, guidance and assistance to the reservations team
Leading the revenue meeting chaired by the GM
Create daily/monthly pick up trend through different tools/reports
Assisting in the hotel 3 years plan
Different analytics reports for the sales like pace, pickup trend
Achieve no. 5 of 48 hotels in best forecast accuracy-MEA Feb 2012 – Mar 2013 Le Royal Hotel / Le Royal Tower Kuwait Revenue Manager
Drive revenue performance and market share through comprehensive market analysis
Leverage Revenue Management applications/reports (PMS, forecasting tools
Setting up Revenue Management Techniques and Revenue Meetings
Revenue Management Optimization tools, Competitive Reports, Catering tools, Market Share data) to maximize hotel revenues
Develop and clearly communicate to the hotel team strategic vision to drive revenue and improve hotel performance
Develop and Train Reservations Agents / Front Office Agents
Develop GDS, OTA performance through deferent analysis and market conditions
Leading Budget set up though different analysis and reports Aug 2011 – Dec 2012 Holiday Inn Kuwait Salmiya Kuwait Front Office Manager
Setting up the yearly Front Office Budget for different sections
Setting up the needed yearly budgeted manning
Setting up weekly, monthly and yearly Training Schedule for the team members
Succession Plan for team members
Lead the Heart Beat tool by analysis the different comments and liaise with the different hotel department
Setting up the team members KPO
Performing the annual / midyear reviews for all the team members. And doing one to one meetings
Champion of loyalty program
Champion of HI re-branding - Stay You
Aug 2008 – Jul 2011 Holiday Inn Kuwait Salmiya Kuwait Revenue Manager
Setting sale strategy during different periods.
Leading the revenue meeting which chaired by the GM and department heads
Monitor daily/monthly pick up trend through different tools/reports.
Monitor different system channels and find way to improve pick up.
Enhancing brand website and updating its contents photos...etc.
Bi weekly meeting with the sales to set up different pricing structure during different periods.
Performing weekly/monthly/yearly forecast.
Submitting different reports for the sales identifying pace, lead time for different channels.
Assisting in the hotel 3 years plan.
Performing next year budget and submitting different analytic reports
Maintain CRS system closely and daily block wash.
Using different online tools such as travelclick,
Developing the reservation team members.
Assisting the sales with the yearly RFP
Sep 2007 – Jul 2008 Sofitel El Gezirah Giza, Egypt Reservations Manager
Establish operation standards according to the hotel policy and procedures.
Monitor reservations team member and provide specific training.
Develop team members by long run trailing.
Set up operation standard and procedures.
Monitor daily operation demand and observe daily demand changes.
Set up rate strategy according to the business demand.
Work closely with the related department such as Front Office and Sales.
Making courtesy calls to the high profile accounts whenever needed.
Solving problems to hotels accounts whenever needed.
Set up good relation with the internal colleagues.
Assist the revenue manager to monitor the high demand periods and upcoming business Jan 2006 – Aug 2007 InterContinental Cairo Citystars Cairo, Egypt Asst. Reservations Manager
Provides management, guidance and assistance to the reservations Personnel.
Manages key accounts and VIP individual reservations as well as normal guests where necessary.
Cooperates, coordinates and communicates with other hotel departments as required.
Ensures all staff are trained and monitored to enter reservations correctly in the system.
Ensures daily input of individual reservations is correctly entered into computer.
Ensures all correspondences for reservations are filed.
Ensures group reservations and group operations and VIP reservations are
Handled according to procedure.
Ensures that all correspondences are on hand for all arrivals, and any adjustments have been made.
Assists with reservations personnel training where required. Apr 2004 – Dec 2005 InterContinental Cairo Citystars Cairo, Egypt Reservations Agent
Promotes / secures group business at all times.
Promotes and up sells all Food and Beverage and Banqueting facilities whenever possible.
Maintains a high level of exposure in hotel, especially during conferences, incentives etc.
Meets and escorts group guests on regular basis as necessary.
Suggests and recommends to Director of Yield & Revenue Management Front Office Manager any Opportunities to increase hotel's revenue.
Makes every effort to achieve greater hotel profitability by encouraging return business.
Coordinates / handles all group requirements and activities, once group sales lead established. 2001 – 2004 Sonesta Hotel Cairo Cairo, Egypt
Reservation Supervisor
Provide clear & pleasant telephone communications at all callers
Good business relation with key accounts
Good relation with seniors and colleagues
Work under pressure of monitoring &co−coordinating all departmental functions
Train other colleagues
1999 – 2001 Sonesta Hotel Cairo Cairo, Egypt
Reservation Agent
Prioritize &organize work assignment. delegate work
Clear thinker analyzes &resolves problems exercising good judgment
Perform job functions to standards under pressure
Building good relation with key accounts
1998-1999 Sonesta Hotel Cairo Cairo, Egypt
Reception Agent
Prioritize &organize work assignment. delegate work
Clear thinker analyzes &resolves problems exercising good judgment
Perform job functions to standards under pressure
Building good relation with key accounts
1998 – 3 Month Sonesta Hotel Cairo Cairo, Egypt
Restaurants Cashier
Perform day to day cashier at the outlets
Control the table open and closed checks
Rotating between the outlets within the same day 1996 – 1998 Mashareq for Interior Design Cairo, Egypt Sales Representative (in door)
Responsible for the transaction at the showroom
Making the monthly reports
Working with staff under supervision
Education
1992 - 1996 Higher Institute of Tourism And Hotels 6TH Oct City, Egypt
[Degree Obtained]
P.HD Hotel Management
Skills
Strategic planning and analysis
Marketing
Guest accommodations
Brand management
Product Knowledge
Certificates
IHG Revenue Management Essential Certificate
IHG Revenue Management Advance Certificate
Service Leadership
Craft Training Certificate (CTC)
Strategic Selling 1, 2
Winning faster in F&B
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