Experience

RMS Cloud

• Australia
• Software Development
• 100 - 200 Employee

• Implementation Specialist, EMEA

  • Nov 2022 - Present

  At RMS Cloud, we are proud to have 35+ years global experience in providing enterprise property management software to the world. Our cloud-based software allows businesses to centralize all operations and streamline efficiencies from anywhere, any time and from any device. • Advise the client on system best practices in preparation for the implementation. • Liaising with internal departments on any requests agreed within contract to ensure timely delivery in line with agreed project plans. • Guide our customers through a structured and detailed software installation and training program. • Conduct training sessions to a wide audience covering all relevant departments both online and in customer locations throughout EMEA. • Provide unrivaled customer support to our current client base when not dealing with implementations.



La Maison Vacation Homes

• United Arab Emirates
• Hotels and Motels
• 1 - 100 Employee

• Head of Operations

  • Apr 2022 - Nov 2022

  La Maison Vacation Homes - a full-service Property Management Company providing short-term rental solutions, listing properties on multiple booking platforms, managing day-to-day operations, engaged in the business of short-term-rental, marketing and operation of properties. • Oversees operational activities in compliance with the company’s standards, strategizes process improvements, responsible for the absolute coordination between all departments as well as providing the highest level of comfort and satisfaction to our valued guests. • Responsible for listing creation, rate optimization, reservations and reviews on multiple booking channels e.g., Booking.com, Property Finder, Airbnb, etc. • Securing and renewing DTCM unit permits, creation of templates, building SOPs, short term rental agreements, property management contracts, etc. • Oversees the guest's experience from arrival, during the stay and upon departure. • Prioritizing tasks and maintaining clear communication with colleagues, partners, vendors, suppliers and property owners. • Managing property inventory of furniture, linens, towels, amenities, etc. • Responsible for the onboarding of new properties, property inspections, scheduling photoshoots, etc. • Fully responsible for the content creation of La Maison's website, social media postings along with company and client profiles. • Working on other tasks or ad-hoc projects as required.



Maison Privee

• United Arab Emirates
• Hospitality
• 1 - 100 Employee

• Operations Executive

  • Dec 2020 - Feb 2022

  With 175 propertiesAwarded as Best Holiday Homes Rental Company in Middle East 2021 – International Travel AwardsAwarded as Best Short-Term Vacation Rentals Company – UAE – LUX 2021 HospitalityWorld Travel Award Winner for 2020 and 2021• Operating as the lead point of contact and develop good relationships between the company, suppliers, and vendors• Processing orders of amenities from different suppliers and ensuring its timely delivery to our vendors’ warehouses• Tracking the inventory of linens, towels, and all room amenities• Preparing the daily roster for the entire Operations Team as well as finalizing the daily schedule of our vendors so to provide different types of services in all apartments/villas• Overseeing efficiency of operational processes • Training new colleagues for them to better understand the standard operating procedures and help ensure compliance with company policies• Cascading important information to other departments and higher management so to ensure that everyone is aware of every issue that requires immediate attention/action• Monitoring all reviews posted in different platforms (i.e. Google, Airbnb and Booking.com) as well as tracking the leads which have been converted onto confirmed bookings so to ensure that our Guest Relations Executives will be eligible for monthly incentives• Contacting different property managements whenever there is any concern in the apartments/villas as well as providing any document required such as company trade license, tenancy agreement, NOC (no objection certificate), etc. • Reconciling all services provided by different vendors, ensuring the accuracy of fees prior sending to the Accounts Team for the release of payment• Preparing the daily report which highlights the number of arrivals, departures, last minute bookings, maintenance concerns, guests’ challenges, service recoveries, number of reviews received, number of apartment/villa viewings, payment collections and operational issues

• Team Leader, Reservations Department

  • Dec 2019 - Dec 2020

  • Oversees the team and ensures that all tasks carried out meet with quality/high standard and compliance requirements • Preparing the weekly department roster • Preparing the weekly production report to assess the performance of each team member• Preparing the pick-up report which includes new bookings, cancellations, arrivals, and departures• Executes other tasks that can help in increasing revenue and ensuring maximum occupancy• Responsible in handling both online and offline bookings coming from all sources• Maintains the highest quality of guest satisfaction while actively seeking out new business opportunities to share our products and services • Always maintains efficient communication with guests including attending to any minor or complex complaint, extending service recovery, sharing arrival and vacating procedures, facilitates relocation if required, etc.• Sets meetings to motivate, train and support new/existing team members• Works closely with the Revenue Manager in preparing and implementing operational procedures as well as checking on the adherence to these procedures from time to time



Dream Inn Holiday Homes Rental LLC

• United Arab Emirates
• Hospitality
• 1 - 100 Employee

• Team Leader / Supervisor - Reservations Department

  • Sep 2017 - Nov 2019

  September 2017 – November 2019 One of the leading Holiday Homes in Dubai with 124 Luxury Apartments and Villas • Oversees the team, monitors performance/productivity, provides constructive feedback, training, and mentoring • Responsible in monitoring the sales of value-added services, activities, and excursions • Monitors targets so team members will be eligible for incentives/bonuses • Handling guest complaints, extending service recovery and maintains the highest quality of guest satisfaction • Attending daily meetings with the Operations Director to highlight VVIPs and ensuring all special arrangements are prepared prior arrival • Working closely with the Reservations Manager, ensuring the team’s adherence to standard procedures and company policies • Preparing the team’s weekly roster and making necessary changes whenever required



Steigenberger Hotel Business Bay Dubai

• United Arab Emirates
• Hospitality
• 1 - 100 Employee

• Reservations Executive / Group Reservations Coordinator

  • Oct 2015 - Sep 2017

  5-Star Business Hotel with 367 Rooms • Was one of the pioneering members of the Hotel, played a very important role in creating all room descriptions which was later published in the Hotel’s Handbook • Records reservation requests, facilitates changes and cancellations made via phone, fax, email, website or GDS while maintaining a high level of product knowledge about the Hotel, the restaurants, its events, rates, special offers and promotions to maximize revenue • Monitors group reservation activity daily and communicating its status with Sales Department and Front Office. • Coordinating group bookings with respective Account Sales Managers to update status • Ensures group requirements are accurately entered in the system based on signed contracts and resolves any discrepancy with Sales Team • Attending meetings with the Account Managers, Credit Department and Executive Chef to share any relevant information and obtain any specific instruction in ensuring that all arrangements will be in place prior arrival of the groups



Pan Pacific Singapore

• Singapore
• Hospitality
• 100 - 200 Employee

• Guest Care Services Executive

  • May 2010 - Sep 2015

  5-Star Business Hotel with 780 Rooms • Excellent Service Star Awardee 2014 (Singapore Hotel Association) • Excellent Service Gold Awardee 2013 (Singapore Hotel Association) • Excellent Service Silver Awardee 2012 (Singapore Hotel Association) • Attends to all comments/concerns made by guests via Hotel’s Online Survey, EGCC (Electronic Guest Comment Card), facilitates thorough investigations to better understand the shortfalls and extending service recoveries • Raising Risk Management Reports as relates to guests’ unsatisfactory experiences, communicates timely and efficiently with all departments involved and monitoring the issues for immediate action • Responding to all queries on Hotel’s Loyalty Programme called Discovery and aiding on retro claims as well as giving guests a better understanding of its benefits • Blocking rooms for VIP arrivals based on their special preferences and preparing the VIP report for the daily operations meeting with the General Manager and all department heads • Attends to all guests’ requests/queries effectively and in a timely manner while conveying a genuine, engaging, and professional communication via email or phone when liaising with guests • Performs reservations tasks by providing guests with accurate information on room categories, products and services, promotions and other offerings as well as processing bookings and sending confirmation letters • Assisting guests on modifications/changes to existing bookings as well as clearing duplicate and suspended profiles in the system so to capture the correct profile of repeat guests



Maligne Lodge (Decore Hotels)

• Alberta, Canada

• Hotel Front Desk Associate

  • Feb 2008 - Feb 2010

  2.5-Star Resort Hotel with 96 Rooms • Provides upscale guest service experiences to clients throughout their stay • Ensures guests are properly greeted upon arrival • Monitors daily bookings and ensures assigned rooms are prepared prior check-in • Oversee check-in and check-out procedure including reservations • Analyze customer feedback from online reviews and recommend ways to improve • Recommend local tourist spots including places to dine, shop and sight-see 2.5-Star Resort Hotel with 96 Rooms • Provides upscale guest service experiences to clients throughout their stay • Ensures guests are properly greeted upon arrival • Monitors daily bookings and ensures assigned rooms are prepared prior check-in • Oversee check-in and check-out procedure including reservations • Analyze customer feedback from online reviews and recommend ways to improve • Recommend local tourist spots including places to dine, shop and sight-see



Raddison SAS Hotel Dubai Media City

• Dubai, United Arab Emirates

• Reservation Agent

  • Dec 2005 - Jan 2008

  4-Star Business Hotel with 246 Rooms • Was one of the pre-opening members of the Hotel • Responsible for room reservations, amendment of bookings, reservation upgrades and cancellation of bookings • Responsible for the allotment of available rooms, up-selling of rooms from the lowest type to Business Class and Executive Suites • Assures that all requests (amenities, value added services, etc.) are being acknowledged • Coordinates with other departments regarding changes on billings, routings, and guest preferences