Operation Manager

• Feb 2022 - Present

Executive Director

• Apr 2019 - Aug 2020

Front Office Manager

• Jun 2017 - Apr 2019

* Management of the department budget Oversee the entire Front Office operation to maintain high standards· Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement· Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme· Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities- Set departmental objectives, work schedules, budgets, policies, and procedures· Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork· Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices· Maintain good communication and working relationships with all hotel departments· Monitor staffing levels to meet cover business demands· Conduct monthly communication meetings and produce minutes· Manage staff performance issues in compliance with company policies and procedures· Recruit, manage, train and develop the Front Office team· Comply with hotel security, fire regulations and all health and safety legislation· Act in accordance with policies and procedures when working with front of house equipment and property management systems· Assist with other departments, as necessary

Learning and Development Manager

• Sep 2016 - Apr 2019

• Identifying training and development needs within an organisation through job analysis, appraisal schemes and regular consultation with business managers and human resources departments;• Designing and expanding training and development programmes based on the needs of the organisation and the individual;• Working in a team to produce programmes that are satisfactory to all relevant parties in an organisation, such as line managers, accountants and senior managers at board level;• Developing effective induction programmes;• Conducting appraisals;• Devising individual learning plans;• Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses. Delivered annual training needs analysis and produced annual training plan for over 300 employees• Implemented the departmental training review process• Managed the use of the Learning Management System • Managed trainee and internship programs• Delivered: induction, presentation skills, train-the-trainer, leadership skills workshops for over 300 employees• Managed program budget (planning and forecasting)

Spa & Leisure Director

• Mar 2016 - Apr 2019

Management of the department and bouling center budget• To operate and work in accordance with standards prescribed in the Spa Manual. To promote the services of the Spa to attain the maximum revenues• To organize training sessions internally and externally, to identify training needs for Spa colleagues, lead training programs and product knowledge sessions for Spa colleagues and follow up on them• To assist and organize assessments and performance appraisals for Spa Team• To drive and be responsible for the financial performance in cost and revenue areas• To control monthly stock take control and related tasks• To lead Spa colleagues ensuring that correct standards and methods of service are maintained as stated in the manual• To take responsibility for and control the Spa operations• To ensure organization, communication and performance goes with the team within the day to day operation• To monitor and assess procedures to ensure that improvements are made and service improves in a consistent and progressive manner• To assist with guest complains To promote the services of the Spa to attain the maximum revenue

Sport & Leisure Team Leader

• Mar 2012 - Mar 2016

* Organize and monitor spa operations * Prepare daily weekly and monthly reports and submit to monitor revenue maximization. * Ensure that stock controls are made, identify orders to be placed * Financial Responsibilities * Monitor and provide feedback to Spa Reception Team as to where they stand with targets set for total treatments by week, month to get budget numbers * Claim the quality of all services delivered in Spa centre and develop ideas for improvement * Maintaining effective and communicative relationship with other relevant departments * Ensuring customer requirements are determined and met * Plan and assign tasks to the spa personnel * Sale and promotion of membership packages

Assistant Spa Director

• Mar 2007 - Nov 2011

* Assist the Spa Manager in ensuring the smooth and efficient overall day-to-day operations * Prepare reports, handle special projects and assignments as required * Provide excellent customer service per the standards of the hotel, and assist in situations to ensure customer satisfaction * Ensure guest requests, inquiries and concerns are addressed and completed in a timely manner * Fully understands the market needs of house guest and local market, assisting in the development of product lines and services accordingly * Monitor and ensure that all cashiering procedures comply with Accounting policies and standards

Assistant of Deputy Manager

• Nov 2005 - Apr 2007

* Assist to Depute Manager in financials * Distribute salaries to employees * Control the personnel * Assist to Depute Manager in financials * Distribute salaries to employees * Control the personnel