Hotel General Manager

HIJAAZ LATHEEF

**/**,********** *******, *******,Ratnapura, Sri Lanka ******.*******@*****.*** Mob / WhatsApp +94-719******

Hotel General Manager

25+ years’ experience Proven business leadership, service delivery and operations management excellence

Executive-level credentials developed through a grounded, yet rapidly progressing career – advancing to the position of General Manager for multiple hospitality leaders. Designs and implements robust marketing and business development strategies, including managing projects for new hotel construction.

Fully-rounded global performer with exposure of working in Vietnam, New Zealand, England, Sri Lanka and Saudi Arabia. A proven record of accomplishment in delivering superior training and product developmental ideas while achieving revenue, profit and business growth objectives and ensuring top line and bottom-line profitability across diverse positions.

Leverages technical and analytical skills to review existing systems and procedures and design internal controls/quality audit checks for various operational areas with the overall aim of achieving higher operational efficiency, resource rationalization and cost reduction.

Project Management: Streamlines the front and back end of the business model to optimize process flow and minimize operating costs. Plays a key role in the entire lifecycle of several hotel projects (new openings, renovations and upgrades) with proactive involvement in planning, designing, construction, furnishing, vendor management and procurement.

Operational Strategy: Establishes, improves and implements Standard Operating Procedures (SOP’s) and operational and business policies to enable the achieving of a superlative level of service to guests.

Service Management: Serves as a core member of the strategy team with overall responsibility for developing strategic business plans and policies.

Training & Development: Trains and mentors management and executive teams to ensure that they can perform their roles autonomously.

Key Areas of Impact

Strategic vision & mission

Operational management

Quality auditing

Training & development

Employee relations

Business transformation

Team leading

Business development

Sales & Marketing

F&B management

Multi-tasking

Pre –opening

Budgeting

Ability to handle multi-ethnic people

ACADEMIA

MMBA: Hospitality Management, Hanoi Economic University, Vietnam

M.Sc.: Hotel & Hospitality Management, Halifax University, London, England

Management Diploma in Hotel & Catering Operations, Ceylon Hotel School & School of Tourism, Sri Lanka

Certifications:

Certified Hotel Administrator (CHA) - American Hotel & Lodging Educational Institute, USA

Processional Diploma Level 4 at the British Institute of Technology & E-Commerce, United Kingdom

PROFESSIONAL SUMMARY

GENERAL MANAGER i/c Pre- Opening / Sales, Kumbuk Tree Hospitality, Vietnam Jan 2020 – Feb 2021

Lead and mentored teams with overall responsibility of managing daily hotel operations and providing leadership in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Increased profits by 30% in one year through restructuring the bottom line.

Developed the department's first incentive performance plan, which resulted in 27% sales and 30% revenue increase.

Initiated the employee training program which led to a 28% increase in customer satisfaction.

Group had the highest REVPAR penetration in the region and the hotel website production increased to 15% from 2%.

Revenue Strategy Operational and Occupancy Optimization:

Responsible for all aspects of operations of the property including developing SOPs, helping in the procurement of operating supplies and equipment and contracting with third party vendors for essential services.

Implemented the overall direction, strategy, budget and sales targets for the hotel which were approved by the Board of Directors.

Promoted inter-hotel sales and in-house facilities and monitored front office marketing techniques.

Ensured optimum occupancy and average room rate for the purposes of maximizing revenue.

Participated in the implementation of the hotel’s strategic plans, marketing plans and program goals.

GENERAL MANAGER, Allezboo Beach Resort & Spa / Allezboo Bars & Cafe, Phan Thiet / Saigon, Vietnam Oct 2017 – Nov 2019

Demonstrated a hands-on approach with the team – strove to elevate their understanding of the hospitality sector, in line with international standards.

Hired and trained effective Department Heads to ensure proper staffing of all Executive Level positions and acted as a mentor to the property’s Executive Committee resulting in High Potential Leaders that can advance and grow in the organization. Reduced Manpower by 30% and Departmental Costs by 20%.

Prepared the entire Operational Budget, Business Plan and Marketing Plan, Systems and Procedure, SOP, Policies and Employees’ Handbook for the hotel.

Worked closely with the Director of Sales on current and 3-month revenue strategies.

Worked with the kitchen team to develop the F&B menu and with the Food & Beverage Manager to develop the marketing concept.

Strove towards achieving maximum financial returns, ensured comprehensive staff management and development and provided excellent guest experiences.

Worked closely with the various hotel stakeholders to review existing procedures and other primary and secondary costs.

Was involved in all aspects of the business including recruitment, marketing and promotion as well as the day to day running of the hotel and restaurant.

Held commercial accountability for budgeting and financial management, planning, organising and directing all departments.

Supported and established the property while defining target markets and adhering to the business plan.

Identified strategic partnerships and gathered market information to gain a competitive advantage.

Managed the financial reports for management and created strategies to identify trends and variances.

Executed a marketing plan that produced concrete results and exceeded forecasts.

PRE-OPENING - GENERAL MANAGER, Absolute Hotel Services – U Sapa hotels, Sapa / Hanoi, Vietnam Oct 2015 - Sep 2017

Supervised and controlled the master plan for the renovation design and project supplies and monitored construction work and quality which was implemented in multiple installments - ensuring completion within budget and on time.

Established relationships and negotiated prices with hotel suppliers for movable and non-movable hotel fixtures. Secured lasting communication with developers, contractors and consultants for future projects.

Prepared the entire Operational Budget, Business Plan and Marketing Plan, Systems and Procedure, SOP, Policies and Employees’ Handbook in accordance with the new status of the hotel.

Developed the budget for each department, approved expenses and established the standards of service.

Managed ongoing profitability of the hotel, ensuring revenue and guest satisfaction targets were met and exceeded.

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

Delivered achievable hotel budgets and set other short- and long- term strategic goals for the property.

Successfully boosted top-line and bottom-line revenue. Analysed operations to pinpoint opportunities for re-organization.

Organized and directed all departments to achieve planned opening goals. Set measures for opening complying with the hotel brand standards for guest satisfaction, employee satisfaction and internal processes. Ensured a strong foundation and knowledge in overall hotel openings

Coordinated mock-up rooms for approval and completion of the hotel with the project team for progressive takeover without defects.

Ensured Sales & Marketing and revenue management business plans, with rate structure, strategy, sales blitz flyers and OTA’s were approved by the group

PRE-OPENING GENERAL MANAGER, Alba Hotels – OpenAsia Hospitality, Hue, Vietnam Sep 2014 - Aug 2015

Planned, directed and organized the entire hotel services, while taking a strategic proactive approach and planning ahead so the hotel maximized its profits.

Directed the development and execution of the hotel’s strategic planning – marketing & sales initiatives, financial plans and analysis for operations. Drove business goals and KPI as measured by profitability while maintaining the hotel’s brand standards for guest satisfaction, employee satisfaction and internal processes.

Demonstrated leadership while paying attention to details; set the example for the hotel employees and strove to achieve the highest standard of service to meet the guests’ expectations and needs.

Developed and nurtured a team of management and line staff members directed towards the achievement of the hotel's goals and priorities.

Drove company objectives and improved business operations by achieving ROI through labour cost control and revenue management.

Directed and managed all hotel operations including, but not limited to, hotel budgeting and forecasting, strategic planning, leading service initiatives and implementing and complying with all company policies and standards.

Oversaw sales and marketing initiatives in addition to leading and developing the executive team, and resolving concerns relating to hotel-wide meeting participation and facilitation.

Performed daily inspections with engineering and housekeeping staff to support the maintenance of the hotel.

Administered various billing-related issues and coordinated with the Accounting Manager.

PRE-OPENING GENERAL MANAGER OPERATIONS, Jetwing Indochina Victoria Hotels, Vietnam Aug 2011 - Jul 2014

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Directed and coordinated hotel activities to obtain optimum efficiency and economy in operations, and maximize the full potential with a balanced focus on the hotel’s mission, guests, employees and owner’s satisfaction.

Acted as the hotel’s Public Relations Director and promoted the property within the hotel industry, local community and trade associations.

Built strong working relationships and communications with the hotel staff, HOD's and other departments to ensure maximum operating effectiveness and fulfilment of special events’ needs.

Assigned duties to HOD's and observed performance to ensure adherence to hotel policies and established operating procedures.

Received and resolved issues from the General Manager concerning guest complaints and engaged in the service recovery process.

Maintained accurate records including cash flow sheets, guest floor limits, AR ageing reports, direct billing etc.

Assisted the General Manager during morning meetings and conducted the morning HOD meetings in the absence of the General Manager.

Adhered to all franchise and company procedures and regulations as well as standard operating procedures.

Ensured full compliance with the hotel’s operating controls, SOP’s, policies, procedures and service standards.

Built owner loyalty through proactive communication, setting managing expectations and delivering solid business results.

Assisted the General Manager in key property issues including capital projects, customer service and refurbishment.

Monitored maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provided status reports to the General Manager.

PREVIOUS EXPOSURE

RESIDENT MANAGER, i/c Sales, Heritage International Hotel, Hanmer Springs, New Zealand Aug 2008 - Jul 2011

Conference Services & Banqueting Manager, De Vere International Hotel, Reading, England Mar 2006 - Jul 2008

LECTURER, Institute of Tourism & Hotel Management, Sri Lanka (Ceylon Hotel School & School of Tourism) Sep 2002 - Jan 2005

ASST. DIRECTOR ROOMS DIVISION, Sheraton Dammam Hotel & Towers, Saudi Arabia Aug 1999 - Jul 2002

ROOMS DIVISION MANAGER, Jetwing Yala Safari Hotel, Sri Lanka Feb 1997 - Jul 1999

PROFESSIONAL TRAINING

TRAINEE COOK, Cinnamon Citadel, Kandy, Sri Lanka Jun 1996 – Dec 1996

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FINE DINNING SERVER, Ramada Renaissance (Cinnamon Lake), Colombo, Sri Lanka Dec 1994 - Jun 1995

HOUSEKEEPING SUPERVSIOR, Hunas Falls Hotel, Sri Lanka Aug 1993 - Apr 1994

RECEPTIONIST / CASHIER, Cinnamon Citadel, Kandy, Sri Lanka Aug 1992 - Mar 1993

ADDITIONAL INFORMATION

Professional Memberships:

Fellow, Institute of Hospitality (formerly HCIMA), United Kingdom

Licentiateship, City and Guilds, United Kingdom

Fellow, Ceylon Hotel School Graduates Association, Sri Lanka

Trainings:

Sales & Marketing

Effective Man Management

Food & Beverage / Menu Planning

OTA / Channel Management

Revenue planning

Food Hygiene / Costing

Finance for Non-Financial Managers

Training Skills / Train the Trainer

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