Resident/Hotel Manager

• Nov 2021 - Present

• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures. • Hold regular briefings and meetings with all head of departments. • Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded. • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth. • Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives. • Analyzed market trends and competitor activities to create competitive advantages. • Managed budget implementations, employee reviews, training, schedules, and contract negotiations. • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems. • Implemented operational strategies and effectively built guests” and employee loyalty. • Introduced new methods, practices, and systems to reduce turnaround time. • Developed and implemented strategies to increase sales and profitability. • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity. • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality. • Negotiated price and service with customers and vendors to decrease expenses and increase profit. • Manage, train and develop the Hotel Executive team to ensure maximum on job performance, career progression and further development. • Reported issues to higher management with great detail. Show less

Manager Operations

• Aug 2018 - Jan 2020

Duties & Responsibilities: ● Responsible for overall hotel Operations with focus on services and hotel profitability ● Close coordination with the department heads, have periodical meetings to review the performance of each operational department and work on areas of improvement highlighted on guests' reviews. ● Regular property round to check on maintenance and upkeep of the building and facilities and communicate observations to relevant HODs. ● WORK closely with the sales and revenue to improve revenues and profitability and make sure that revenue targets are achieved of each revenue center ● To resolve all operational problems whether related to employee performance/misconduct or procedures. ● To be held responsible for the entire hotel in absence of General Manager in terms of monitoring the operation, ensuring the safety & security of the hotel, associates and guests. ● Getting involved in decision making and encouraging the HODs to come up with projects that will enhance guest satisfaction meeting the market needs and creating memorable experiences. ● Assisting in maintaining smooth relationships between management and guests by resolving problems arising from guest complaints and attending to their requests or queries with empathy .To seek feedback on guest satisfaction and resolves problems in accordance with company’s policy and procedure. ● Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Employees Review Process Achievements ● Achieved highest revenues in F&B through direct sales with different travel agents for group meals. Revenue recorded 20% higher than previous year. ● Managed the F&B service with the minimum staff of 4 against the budgeted headcount of 8 with "0" complaints, thus saved upto 30k per month. Show less

Front Office Manager

• Mar 2017 - Aug 2018

Duties & Responsibilities: ● To ensure that all Front Office Standards of Service & Operational Procedures are adhered. ● Ensuring team to check the every day’s arrival for any bookings coming through OTA’s or wholesalers and encourage collecting their Business Card to convert them as potential corporate guests. ● Monitoring Front Office personnel to ensure guests receive prompt, warm attention and personal recognition. ● Encouraging the team members and monitoring on the Upselling project to ensure the targets are achieved within the deadline and provide necessary trainings on the same. ● Supervising Reception personnel to ensure optimum occupancy and average room rate and make sure that up selling is taking place for purpose of maximizing revenue. ● Ensuring that the daily VIPs are welcomed and escorted to their rooms and review VIP reports 7days ahead. ● To control that all assigned and blocked rooms requiring special set-ups are accurately displayed in the PMS and available to the Housekeeping and other departments in due time. ● Providing guidance and motivation to the team. Establishing and communicating on a daily basis with the Front Office colleagues and working instantly on creating a job satisfaction to everyone. ● To adhere and promote the Company’s Health & safety policies to ensure a safe work environment and thus to ensure all are knowledgeable about all safety & emergency procedures and emergency action plan. ● To ensure all guest comments are logged in the Duty Managers logbook and to prepare a summary of all comments from the previous 24 hours which can be used at the morning meeting ● To run the audit reports on the PMS that will be required by Income Audit for next day, also responsible for the nightly end of day reporting is complete; ensuring accuracy in balancing accounts. ● Show less

Quality Assurance Manager

• Jun 2016 - Mar 2017

JOB OVERVIEW DUTIES • Implemented new quality assurance and customer service standards. • Daily review guests’ feedback on OTAs and other online channels to assess the hotel’s performance through guests’ reviews. • Ensure 100% responses and actions on all guests’ reviews and feedback • Design and implement strategies to improve guests’s overall experience based on guests feedback • Reported production malfunctions to managers and production supervisors. • Assured consistent quality of production by implementing and enforcing automated practice systems. • Inspected products and worker progress throughout production. • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards. • Assessed product quality by monitoring quality assurance metrics, reports and dashboards. • Performed root cause analysis to identify and resolve quality issues and defects. • Evaluated interactions between associates and guests to assess personnel performance. • Collaborated with cross-functional teams to develop and implement process and system improvements. • Created and maintained quality management systems to align with industry standards. • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards. • Established and tracked quality department goals and objectives. • Achieved Highest ever RPS (Reputation Performance Score) against same vicinity hotels and other Ibis hotels locally with improved and increased rating onine with booking.com from 7.8 to 8.2 and on TripAdvisor from 131 to 164, subsequently increasing guests’ review with increased OTA (Online Travel Agency) share from 20% to 25% within three months of the assigned tasks. Show less

Unit Manager

• Oct 2013 - Dec 2015

• Meeting with clients, delivering presentations, and educating on product and service features and offerings. • Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities. • Coached employees in successful selling methods and encouraged cross-selling to drive revenue. • Closed lucrative sales deals using strong negotiation and persuasion skills. • Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness. • Evaluated performance against goals and implemented appropriate development plans. • Demonstrated products to show potential customers benefits and advantages and encourage purchases. • Achieved sales goals and service targets by cultivating and securing new customer relationships. • Facilitated business by implementing practical networking techniques. • Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems. • Implemented systems and procedures to increase sales. • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits. • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains. • Managed revenue models, process flows, operations support and customer engagement strategies. • Achieved established KPI (Key Performance Indicators) for regional team and individual performance through teamwork and focus on customers. • Built relationships with customers and community to establish long-term business growth. • Collaborated with upper management to implement continuous improvements and exceed team goals. • Resolved problems with high-profile customers to maintain relationships and increase return customer base. • Directed sales support staff in administrative tasks to help sales reps close deals. Show less

HR Contact Lead

• May 2012 - Oct 2013

HR-Contact Lead :• Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.• Reduced process gaps while supervising employees to achieve optimal productivity.• Recruited top talent to maximize profitability.• Created and implemented forward-thinking initiatives to improve employee engagement.• Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.• Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.• Identified and implemented appropriate strategies to increase employee satisfaction and retention.• Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.• Distributed employee engagement surveys to identify areas of improvement.• Instructed senior leaders on appropriate employee corrective steps.• Fostered positive work environment through comprehensive employee relations program.• Liaised between multiple business divisions to improve communications.• Discovered and resolved complex employee issues that affected management and business decisions.• Structured compensation and benefits according to market conditions and budget demands.• Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees. Show less

Assistant Manager-Facilities Operations

• May 2008 - Jun 2012

• Led facility management staff and consultants in producing business plan that focused on facility operations.• Evaluated facility operations and personnel for safety and health regulations compliance.• Conducted weekly inspections of facility grounds, external structure, systems, and equipment.• Supervised service staffing in day-to-day activities.• Monitored electricity, gas and water systems for proper function to minimize costs.• Coordinated with cleaning and janitorial services to keep facility clean and presentable for occupants.• Maintained inventory and ordered supplies to keep facility resources readily available.• Managed parking and transportation systems by monitoring parking areas and transport services to promote easy accessibility for occupants.• Tracked and documented operational and financial records to perform analysis of performance and costs.• Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.• Handled tenant relations by addressing complaints and concerns quickly to promote facility satisfaction.• Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.• Reviewed and oversaw construction and renovation projects.• Established and maintained relationships with external vendors for prompt restocking of needed items and supplies.• Negotiated contracts with vendors to obtain favorable and cost-effective terms and conditions.• Prepared reports and schedules with accuracy.• Oversaw annual budget to handle supply, labor and maintenance needs.• Held classes to teach staff facility procedures.• Oversaw building automation system and monitored HVAC, security and audio-visual systems, maintaining functionality of equipment.• Created and implemented operational policies, processes and procedures to keep facilities running smoothly. Show less

OSS Specialist

• Jan 2005 - Apr 2008

Front Office Manager

• Jan 2004 - Jan 2005

• Consistently offer professional, friendly and engaging service • Lead and manage all aspects of the Front Office department • Ensure all service standards are followed while inspiring teams to achieve the goals of the department • Establish effective goals, measurements and action plans for the department in all pillars; Colleague Engagement, Guest Satisfaction and Financial results Maximize rooms revenue through participation in yield management meetings and supporting agreed upon Revenue Management strategies and practices • Develop/update job descriptions, job task checklists, training manuals, systems and procedures for all positions and ensure they are clearly documented and easily accessible. • Handle guest concerns and react quickly, logging and notifying proper areas • Conduct regularly scheduled departmental meetings • Prepare forecasts reports and manage the departmental budget while ensuring adequate supplies • Balance operational, administrative, Colleague and Leadership needs • Effective recruitment, selection, training and performance management for all positions within the department • Responsible for weekly scheduling and payroll management • Develop a strong team through consistent, effective leadership, operations and succession planning • Coach and mentor leaders and colleagues to allow them to exceed guest expectations and provide a path for career development within FRHI • Adhere to the crisis management and business continuity plans for the department • Participate in daily operational meetings and weekly leadership meetings • Follow department policies and procedures, applying strict adherence to luxury standards and completing regular audits within the division to ensure compliance • Follow all safety policies • Other duties as assigned Show less

Assistant Front Office Manager-Pearl Continental Hotel

• Jan 2002 - Jan 2004

Responsibilities: 1. Assist in the day-to-day operation of the hotel front office. 2. Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels. 3. Assign, coordinate, and supervise work activities of Front Desk Agents. 4. Ensure work is completed to include, shift closings, room deposits, refunds and rebates. 5. Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures. 6. Prepare and conduct Front Desk meetings and resolve issues. 7. Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action. 8. Provide information and direction to staff to achieve 100% occupancy. 9. Review and resolve dispute accounts and Housekeeping discrepancies. 10. Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift. 11. Perform check-in and out procedures. 12. Take personal responsibility for correcting customer service problems. Show less

Assistant Manager

• Oct 1999 - Feb 2002

Responsibilities 1. Planning and organizing accommodation, catering and other hotel services; promoting and marketing the business; 2. Managing budgets and financial plans as well as controlling expenditure; 3. Maintaining statistical and financial records; 4. Setting and achieving sales and profit targets; 5. Analyzing sales figures and devising marketing and revenue management strategies; 6. Recruiting, training and monitoring staff; 7. Panning work schedules for individuals and teams; 8. Meeting and greeting customers; 9. Dealing with customer complaints and comments; 10. Addressing problems and troubleshooting; 11. Ensuring events and conferences run smoothly; 12. Supervising maintenance, supplies, renovations and furnishings; 13. Dealing with contractors and suppliers; 14. Ensuring security is effective; 15. Carrying out inspections of property and services; 16. Ensuring compliance with licensing laws, health and safety and other statutory regulations Show less

Duty Manager

• Sep 1996 - Feb 1999

• Responsible to ensure that guests are given efficient personalized service according to their choice right from the stage of reservation, reception, check-in, occupancy, check-out, farewell and advance reservation at Hotel. • Ensure follow up on guests over dues and payments. • In-house guests for payment who exceed the credit limits. • Walk-in guests for overdue accounts. • Cash advance payment guests before their credit balance is exhausted. • Credit card payments before exceeding the approval obtained from the bank. • Maintain strict supervision over the functioning and documentation by the Front Desk, such as Arrivals and Departures book, guest folios, registration cards, notice of change and accurate billing etc. • Ensure payment acceptance, check cashing, paid out and credit policies of the hotel are rigidly followed in order to minimize uncollectible bills. • Ensure immediate action on guest complaints both to the satisfaction of the guests and the protection of the Hotel interests. • Provide necessary feedback on all important activities to the Front Office Manager. • In the absence of the Senior Management during day and while performing the duties of Night Manager assume responsibility for controlling operations of the hotel in its entirety. • Exercise strict control and supervision to ensure smooth functioning of all the Divisions / Departments. • Ensure that all the associates are performing their duties efficiently at their assigned locations. Show less