Lobna El Mansoury

Director of Hotel Operations Hospitality Sales & Marketing Operation

Master of Business Administration, University of Wollongong

Higher Diploma of Hospitality and Events Management,

Canadian Tourism College

PROFILE

Hotel Director of Operations – Sales & Rooms Divisions; direct all aspects of sales including analyzing and achieving strategic objectives and business growth potential, direct staff, sales, accounting/budgeting, asset protection, inventory control and human resources. Direct all operations in alignment with the direction of the General Manager, Company, brand standards, and local, state and national regulations. Responsible for quality service, meeting/exceeding financial goals, short and long term planning and day-today operations. Recommends the Sales budget, marketing/business plans, and capital expenditures and manages within approved plans and objectives.

MAIN RESPONSIBILITIES

Customer and Guest Satisfaction – As the representative of the Group and Hotel, professionally approach and communicate with current and prospective customers. Convey a strong belief in the hotel and confidently discuss hotel features, services and advantages. Exercise creativity, discretion and independent judgment in determining how to assemble an event to suit each customer's taste. Conduct site visits and prepare original, creative proposals tailored to address the needs of and to impress the customer. Develop solutions to any cost concerns and resolve any challenges or problems. Direct and ensure Sales standards and procedures are followed. Direct the Sales staff schedules to ensure adequate coverage while managing the department budget. Ensure timely response to customer and guest needs. Resolve customer and guest complaints as appropriate to maintain customer and guest satisfaction. Regularly review service scores to identify areas needing improvement and implement appropriate changes. Ensure the Sales staff regularly adheres to all guest service basics such as uniforms, name tags and proper greeting. Be knowledgeable on hotel facilities, services and the city to assist customers and guests as appropriate.

Human Resources Management – In conjunction with the Human Resources department, recruiting, hiring, training, development and retention of a motivated and efficient Sales staff. Clearly communicate to associates the standards of performance and their role in contributing to individual and team success. Ensure all required training occurs including orientation, safety and fire Conduct associate performance and salary reviews in a timely manner and in accordance with Company guidelines. Ensure all policies and procedures are followed.

Rooms Division Operations – Ensure all Front Office Operation is aligned with the Hotel’s standard policies and procedure and that all staff comply with the Hotel’s visions & mission and all grooming standards are followed under the direction of the Hotel Management. Ensuring the Rooms inventory are being allocated properly reflecting the daily arrivals and business on books. Reviewing the competition performance report and define the hotel’s strategies to cope with the market’s trends and the competition. Establishing Rooms Rates strategies and packages according to seasons and hotel’s availability.

SKILLS

Leadership Skills

People Management

Time Management

Projects Management

Human Resources Management

Finance & Accounting System

Budgeting Management

Manning Budgeting

Staff on-job Training

Hotels Operations Management

General Administrative Skills

Interpersonal Communication

Writing/drafting skills

Rooms Sales & Conferencing

EXPERIENCE

Director of Administration in charge of HR Operations – Assistant to Executive Director Western Canada Wilderness Committee Vancouver BC May 2018 – June 2019

Director of Sales, Corporate- Associations – Government – Sports – SMRF Hampton Inn & Suites by Hilton Edmonton International Airport, Edmonton, Alberta Canada. Nov 2016 – Jan 2018

Senior Sales Manager, Social Media Leader – Rooms & Events Hampton Inn & Suites by Hilton Downtown Vancouver, BC March 2014 – Oct 2016

Corporate Sales Manager – Corporate, Sports, SMRF Executive Suites Hotel & Conference Centre Burnaby, BC March 2013 – February 2014

Director of Human Resources & Training, Employee Relations and Government Relations - Miramar Al Aqah Beach Resort Fujairah, UAE August 2011 – December 2012

Director of Human Resources & Training, Employee Relations and Government relations - Sheraton Sharm El Sheikh Beach Resort & Casino, Red Sea, EGY Sep 2009 – Dec 2010

Human Resources & Administration Manager Al Faraa Real Estate & Hotels Constructions Group 2005 – Aug 2009

Executive Assistant to Resort General Manager – Executive MGM HR & Administration - Domina Coral Bay Resort & Casino, Sharm El Sheikh, Red Sea, EGY Jan 2002 – Aug 2004

Sales & Reservation Agent – Groups Corporate, Governments, Leisure, OTAs Hilton Sharks’ Bay Sharm El Sheikh, Red Sea, EGY March 1998 – Dec 2001.

Sales & Reservation Agent Hilton Waterfalls Sharm El Sheikh, Red Sea, EGY Jan 1997 – Jan 1998

LANGUAGES

Arabic, English, French, Italian

COMPUTER SKILLS

MS Office (Word – Excel-Power point-Internet Explorer –Outlook) Opera System Hilton Front Office & Sales system

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