Joshua Samad

**** * ******** *** - *** *, West Hollywood California, 90046 United States of America

Email: adhiui@r.postjobfree.com

OBJECTIVE

Further my career growth as the Director of Rooms at Rosewood Hotel Georgia, Vancouver British Columbia

EDUCATION

Ryerson University, Toronto, Ontario September 2007- May 2011 Bachelor of Commerce

Major in Hospitality and Tourism Management

Minor in Human Resources Management

EMPLOYMENT

Assistant Director of Rooms March 2019 - Present

Beverly Wilshire, a Four Seasons Hotel, Beverly Hills, California

- Oversee daily operation of Front Desk, Concierge and Guest Services

- Responsible for leading and coaching managers and staff in the front of house to provide exceptional guest service

- Lead daily operations meeting and VIP/guest experience meeting

- Actively resolve guest complaints as a senior manager

- Enhance the guest experience by assisting the planning of daily, weekly and monthly focuses

- Initiatives implemented include; utilization of guest recognition programs

(Golden & Opera), standards testing, usage of FS App (CHAT feature), guest recognition welcome beverage, increased upsell goal reached (1.8 million), and usage of communication tool Vocera.

- Assisted with planning and execution of hotel wide; TV upgrade, Opera system upgrade, drape replacement, and perfect room program (guest room maintenance)

- Work with Sales and Marketing to develop strategy for maximizing revenue and room allocation on a weekly basis

- Lead twice weekly rooms walk, to ensure quality of product - both in public areas and guest rooms

- Review monthly financial performance of Rooms Division (including Housekeeping) and provide detailed comments

- Respond to guest comments provided through Medallia (e-survey) to thank guests for feedback, provide service resolution and to internally follow up

- Interview all new hires to the Rooms Division

Assistant Director of Housekeeping October 2017 – March 2019 Four Seasons Resort Hualalai, Kailua-Kona, Hawaii

- Oversee daily operation of 50 - 130 employees on both the resort and residential side

- Responsible for scheduling, labor management, recruitment, training, and performance management

- Coach and provide guidance a team of six managers including two housekeeping managers, three assistant managers and an MIT

- Projects included carpet and tile replacement, service excellence initiatives

(Forbes and LQA training), mentorship of MIT, restructuring of housemen labor and duties

- Oversee laundry operation with both with in-house laundry team and outside vendor (tracking cost, poundage, and inventory)

- Review annual orders and monthly checks, adjusting and communicating with Director of Purchasing based on current inventory and needs

- Review P&L with Director of Rooms for comments and reasoning behind labor and supply cost

- Respond to guest comments provided through Medallia (e-survey) to thank guests for feedback, provide service resolution and to internally follow up Director of Front Office June 2017 – September 2017 Fairmont Grand Del Mar, San Diego, California

- Oversee daily operation of the Front Desk, Guest Services, PBX and Concierge

- Act as the executive on duty regarding guest resolution

- Responsible for recruitment and hiring of all departments within the Front Office

- Plan weekly focuses based on departmental needs, group movement and business levels

- Facilitate the coordination of all VIP’s, both pre arrival and during stay

- Source and work with third party vendors to negotiate formal contracts that facilitate both the guest experience and build the influence of the hotel in the community

- Implemented strategy to increasing upselling program and loyalty enrollment

- Created a standard testing culture within the Front Office, developing a performance management database to monitor and coach performance.

- Account for all month end closing of accounts and accruals of the Front Office

Front Office Manager May 2016 – May 2017

Fairmont Grand Del Mar, San Diego, California

- Oversee daily operation of the Front Desk, Guest Services, and PBX departments

- Act as the senior manager on duty, when executive committee are not available

- Work alongside Director of Revenue to build selling and revenue generation strategy

- Serve as a mentor and guide to Assistant Managers and growing Supervisors

- Redesign upsell strategy and implementation of new upsell program

- Sustain the most highly regarded arrival and departure experience worldwide in FRHI (across all three brands – Fairmont, Raffles, and Swissotel)

- Collaborate with Assistant Director of Finance, Director of Operations, and Regional VP of Business Support to ensure best business practices regarding establishing rate integrity, evaluating compensation, audit compliance, and streamline accounting processes

Guest Services Manager April 2015 – May 2016

Four Seasons Hotel, Toronto, Ontario

- Department head managing and developing two assistant managers, a valet manager, and 30 guest service agents and valet attendants

- Provide direction and oversee all arrivals and departures from the hotel

- Active in labour forecasting, labour efficiencies, and payroll processes

- Foster a creative and innovative culture within the department to improve on best practices

- Exemplify and coach others to provide genuine, professional, and engaging guest service

- Act as a senior manager on duty to ensure guest satisfaction

- Chair departmental meetings in order to increase employee engagement in the department

- Implement policies and procedures to ensure guest satisfaction

- Hold team members accountable; utilizing coaching, mentoring and performance management skills

Hotel Assistant Manager February 2014 – April 2015 Four Seasons Hotel, Toronto, Ontario

- Acting as the manager on duty during all shifts

- Providing highly attentive customer service, resolving service inconsistencies and other issues that arise

- Lead primary morning briefing highlighting arrivals, departure, in-house guests, functions, site visits and providing general overview of the past, present and future day statistics, which is attended by the General Manager of the hotel as well as the department head of each department in the hotel as well as other planning committee members.

- Organize special group arrival and departure specifications

- Responsible for the purchasing of supplies for the Front Office

- Create monthly standard test focuses for the Front Desk

- Active in performance management and serve as a mentor to Front Desk Agents, to develop their skills and abilities

- Serve as the designated covering manager for Guest Services

- Following and supporting accounting and billing procedures, abiding by PCI standards to provide security to guest payment and personal information Assistant Housekeeping Manager January 2013 – February 2014 Four Seasons Hotel, Toronto, Ontario

- Managed the daily operation of the housekeeping department

- Organized both the AM and PM housekeeping room assignments

- Involved in payroll processes using TimeSaver and Workday

- Coordinating Room Attendants, Public Area Attendants, Housepersons and Valet and Laundry Attendants

- Organized deep cleaning schedules and assisted in developing the deep cleaning check list

- Championed instillation of REX (Room Expeditor), a system that assisted in the increased efficiency of servicing guest rooms

- Performed standards testing through room inspection

- Highly involved in achieving 5 diamonds by AAA and 5 starts by Forbes

- Coached and developed a higher standard quality of room preparation, assisting room attendants move towards self releasing and inspecting guest rooms

- Managed a department without a coordinator and without floor supervisors

- Created weekly schedules for a team of 45 employees, adjusted labour to meet the business levels of the operation, organizing vacation and abiding by union standards

Communication Center (CORE) Team Leader March 2012 – January 2013 Four Seasons Hotel, Toronto, Ontario

- Member of the Pre-Opening Team assisting in IT and Rooms Division in various roles

o Created Front Office training manual, Room Service training manual, and actively involved in the training of restaurant reservations.

o Data gathering, installation and champion of HotSOS (Hotel Software Optimization System) which coordinates daily operations of; Housekeeping, Engineering, Guest Services, IT, Room Service, and Security.

- Proficient in the use of HotSOS, Opera (PMS), Micros (POS), Book4Time

(spa reservation software), OpenTable (restaurant reservation system), Lotus Notes (internal e-mail and communication database), Gold Key (Concierge assistant database), DuVoice (voice mail administration), Avaya Administration (telecommunication programming)

- Managed the communication center of the hotel as a lead supervisor

- Oversaw the reservations of hotel rooms, restaurant, and spa reservations.

- Trained of all aspects of CORE, assisting agents in development of new skill sets and refining previously developed skills.

- Performed as a over the phone lifestyle concierge

- Designated as the F&B, Housekeeping, and Engineering representative. o Collaborated directly with Room Service Director, Cafe Boulud and dbar General Manager and Matre’d, Director of Housekeeping and Director of Engineering.

- Trained employees in reservation processes, Room Service order-taking, phone set ups, and sales initiatives.

- Championed instillation of HotSOS

Room Service and Stewarding Team Leader July 2011 – March 2012 Four Seasons Hotel, Toronto, Ontario

- Managed two departments on a daily basis (7-20 staff)

- Created schedule and input forecasting numbers depicted by business levels and accommodated employee requests

- Actively handled and resolved guest complaints

- Controlled purchasing requisitions for supplies

- Utilized programs such as Delphi, Avero, Adaco, Fidelio, Micros, Heath and Company, and Lotus notes

- Attended weekly F&B meetings, catering meetings (working with BEO’s), and resume meetings (coordinating and planning group stays and special requests)

- Participated in the execution of banquet events

- Abided by outlines of third party health and safety auditors such as the Ontario Health Department and Steriotech

- Experienced in the execution of Kosher Banquet Events

- Managed and coordinated food service deliveries, provided last point quality check of Room Service orders and amenities

Various Line Level Positions November 2007 – July 2011 Four Seasons Hotel, Toronto, Ontario

- Front Desk Agent

- Housekeeping Intern

- Bellman

References available upon request

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