Front Of House Manager

• Aug 2019 - Present

In my present role, I am executing multiple remodeling changes, such as new SOPs on telephone handling, guest welcoming, introduction of children's programme, and billing procedure as well as preparing reports using guests' satisfaction surveys, mystery guests' visits, and social medias to share progress with management and senior auditing. I am restructuring departmental KPIs on sakes and services quality to promote selling culture by via training and project management, conducting audits to enhance procedures for hotel front of house accounting, credit control, and handling of financial transactions. Some of my key accomplishments: ● Promoted from Guest Relations Manager to Front of House Manager through exceptional performance. ● Increased services score from 75% to 89% within four months by overseeing activities of team. ● Hired, trained, and evaluated performance of up to 21 individuals in three departments. ● Co-ordinated with Account department to regain £60K of ledger and open balance during lockdown (Mar 2020 Show less

Guest Relations Manager

• Jun 2016 - Jul 2019

Here, I ensured services quality to attain current performance standards criteria and service delivery style with Elite Hotels core value as well as analyzed data to uncover key areas of achievements/improvements to foster key improvements. I supported multiple departments in spearheading projects through culture of continuous improvement and methodologies development as well as led customer service training as well as restructured all training SOPs. Key accomplishments: ● Designed and deployed VIP welcoming programme, including SOP, personalised amenities, and training of staff. ● Built new guests' relation departments to resolve guests' complaints and created welcoming amenities to improve guests' stay, such as guests' gifts and processes. Show less

Community Manager

• Nov 2014 - Dec 2016

In this role, I managed all social media platforms of association, including Facebook and Twitter and communicated with hospitalised teenagers and adults and educated on professional and personal projects. I performed all administrative activities and fostered trusted relationships with staff, leadership, and clients. Key accomplishments: ● Planned and organised two events with other staff. ● Efficiently enhanced Visibility on social media. ● Introduced more volunteers and partners. Show less

Reservations Manager

• Jun 2016 - Nov 2016

Project Manager

• Sep 2012 - Nov 2014

Here, I established new hotel's identity after renovation, developed new services, and amenities in co-ordination with Head Office, and built professional relationships with partners, suppliers, PR, and agencies and managed all requests. I organized press events for journalists, celebrities, and influencers with team members, oversaw project management activities, such as project milestones, timelines, budget, and resources with General Manager. I planned steering committee meetings and interacted with stakeholders to set requirements and scope as well as managed preparation of project documentation, plans, and progress reports.Key accomplishments:● Developed Marketing and Communication department by collaborating with Director of Sales.● Led social medias, E-Reputation, and actively engaged in development of marketing artefacts, including photos, websites, newsletters, blog, and videos.● Planned and organised major event with 50 to 800 guests, including hotel opening, concerts, exhibitions, and Press trip, whilst monitoring sales/marketing budget Show less

Guest Relations Manager/Quality Manager

• Aug 2009 - Aug 2012

In this role, I acted as Quality Manager and ensured application of service and behavioural standards aligned with hotel's brand specifications as well as monitored execution of standards through methods support required by department heads to set operating modes and progress indicators. I led employee mobilisation around quality and attitude policy, whilst involving in evolution of customer services, monitored sales budget and collaborated with Director of sales for customer and partners visit trips and events. I communicated with VIPs to carry out arrangements for arrivals and follow up during stay and coordinated with all departments on guest requirements and created welcoming service.Key accomplishments:● Achieved 38% guests return by delivering quality services at all levels.● Attained 90% Guests Satisfaction through social media and E reputation management.Additional experience:Reservation Manager, The Basingstoke Hotel, Basingstoke, UKCustomer Service Executive French, Spanish & Arabic Speaker, Booking.com, Remote Guest Relation Officer, Sofitel Paris Arc De Triomphe, Paris, FR Show less