Key Account Manager - CP EP - KSA

• Apr 2022 - Present

Sales Manager

• Dec 2021 - Apr 2022

EAM & Cluster Sales & Marketing Manager ( HDB Resort & Spa Al Khobar )

• Mar 2021 - Jan 2022

Fully responsible for all aspects of all departments.Support and work with all Head of Departments in all aspects of running this hotel.Ensure the premises are in operative condition as per category of the unit to receive & serve the guests.Conduct regular operations team meeting with all the HOD daily / weekly to discuss routine operational matters, sales targets, GSTS feedback / RSTS feedbacks and action taken for service recovery, and also any staff issues. Minutes of the meeting to be sent to GM/RGM.Ensure SOP implementation in all departments and check the same during routine operational checks. Consultant /GRM guidance to be taken wherever required.Monitor the purchase / indent / requestions of each department, the accounts receivable (collection from debtors) and the accounts payable (payable to the vendors / suppliers etc).Randomly inspecting the stores (F & B / Kitchen) to check the stock in hand (quality, par stock levels, expiry etc) with the F & B Manager & Chef.Dealing with Suppliers / Vendors for quality products involving Purchase Manager and providing performance assessment of vendors every quarter to HO Purchase.Inspecting all departments for SOP implementation.Inspecting all department with their respective Manager's for cleanliness, ambience, service readiness, staff grooming & hospitality culture.Monitor the co-ordination between all departments for smooth & efficient operations.Assessing and reviewing customer satisfaction and service recovery process.Meet all dept. heads to review & train the staff to upkeep the human capital.Identifying staff learning needs and assisting with developmentProviding timely and constructive feedback to all direct reports as and when required either formally or informally.Conduct weekly / Daily meeting with marketing people for enquiry & follow up & conversion to grow up the business.

Cluster Sales Manager ( Acting Operation Manager ) Multi - Property

• Feb 2020 - Dec 2021

HDB Hotels and Resorts, Hospitality Management Company.HDB Sahafa Hotel, RIYADH, KSA 4* Star's with 127 Room's & Suite'sHDB Resort's & Spa KHOBAR, KSA 5* Star's with 150 Villa'sHDB Aqiq Hotel, RIYADH, KSA 5* Star's with 115 Room's & Suite'sDuties and responsibilities include the following:Management Company’s Representative coordinating all of the pre-opening activities on hotel and coordinate with the construction team, the construction timeline and act as a liaison between hotel personnel, construction contractors and HDB management.Assisting overseeing and managing all on site activities at hotel properties, including scope development, identifying and managing designers, as well as consultants, and contractors.Project management including research of equipment, materials, supplies and methods, sourcing and negotiating qualified Supplier or contractors' bids, reviewing contracts.Develop long and short range plans for the operation of The Hotel. Ensure the plans, once approved, are properly executed. Ensure operational standards are communicated, trained, and maintainedAssist and coordinate timely budget and forecasts regarding, but not limited to business levels, financial requirements, personnel needs and organization plans needed to support the resort operationsResponsible for management of customer decisions and the relationship process.Responsible for directing and leading activities through internal and external resources.Work closely with Area DOSM to effectively communicate new trends and develop strategies to increase revenue.Works closely with all levels of the organization to resolve complex issues or concerns; communicating in a clear concise manner.Ensures full maximization of room revenue potential. Effectively maintain accounts to achieve business objectives.Assist Director of Sales & Marketing in developing, maintaining, and implementing strategies/ action plans to generate revenues for the hotel.

Sales Manager

• Jan 2019 - Feb 2020

The main purpose of this role is to:Maintain and grow relationships with the customers assigned, while achieving targets (strategic and high-potential clients)Analyze evolution of the assigned clients, in order to increase their sales via new products, new segments, new rates, etc.Develop strategic sales planning for assigned clients (short, medium and long term)Key responsibilitiesMain objectives:Growth in terms of sales and profitability through proactive management of assigned portfolio of accounts.Focus on grow and development of existing clients.Identification and assessment of client’s critical needsTake actions based on daily/weekly analysis on clients’ performanceEnsure the timely and successful delivery of our solutions according to customer needsMain functions:Follow up strategic and high potential accounts to meet sales targets.Update sales activities using the Salesforce CRM system (visits, calls, opportunities)Minimum of 2 interactions (visit + call) per month per client with priority and high potential clientsAnalyze client pack to look for new opportunities and further leverage on using specialist reports (XML activity, Top Rank etc.). This will include investigation, execution/implementation and follow up.

Assistant Holiday Manager

• Sep 2018 - Jan 2019

Manage and Supervise Tour DepartmentEffectively handle FIT & Corporate SalesDevelop the tour sales strategies for the companyPlanning and developing tour product, schemes and programsConvert every genuine single query to sale to maximize the revenue and profitEnsure the product sold and supporting information provided to the customer to the highest standardResponding to customer inquiries via telephone, email, and Facebook and assist them booking their holiday packageIdentifying the need for the customer, building an instant rapport, offering advice to support their requirementLiaising with suppliers to gather required information and holiday packageMake outbound calls to customer to follow up on queriesUp-sell and cross-sell additional travel product and services to maximize the opportunities

Sales Executive

• Jun 2017 - Sep 2018

ResponsibilitiesOverall Duties:• To acquire, develop and manage local corporate business and government accounts according to the set business mix strategy.• To constantly monitor the market and the competition and report on threats and opportunities.• To provide accurate and timely reporting on segment and account production and propose tactics and strategies to improve revenue or avoid shortfall. • Implements and executes all sales objectives and action plans to reach and exceed targets set. • Quotes and negotiates prices with customers for transient, long stay and group business withestablished parameters. • Establishes and maintains files of major accounts and ensures maintenance of the accounts in themanagement system. • Understands the overall market, including competitors’ strengths and weaknesses, economic trends,supply and demand and knows how to sell against them.• Ensures that selling strategies are adhered to during negotiations and maximizes upselling opportunities whenever possible. • Gains understanding of the property’s primary target customer and service expectations; serves the customer by understanding their business, business issues and concern to offer better business solution.

Lifestyle Operations Supervisor (Acting Assistant Operation Manager)

• Jun 2014 - Feb 2016

• Represent lifestyle Department.• Has a full and comprehensive knowledge of the resort, including all departments, services and outlets.• Takes full responsibility for all equipment. • Up sells all villas/suites and outlets in the resort.• Shows loyalty toward the comapany.• Handles guest feedback efficiently.• Employs discipline as required utilizing consistency, fairness and respect with the framework of established guidelines.• Utilizes leadership skills and motivation techniques in order to maximize employee productivity.• Takes ownership of the entire butler’s services operation.• Ensures that the Guest villas are manned and operationally prepared at all times.• Maintains open line communication and co-ordinate with related departments to ensure customer requests and complaints are handled effectively and efficiently.• Ensures that all employees within the Butler services Team follow safety rules and procedures.• Takes corrective action when required to improve safety of work areas.• Maintains a high level of communication and feedback within the department.• Identifies and anticipate guest’s needs and requirements.• Adheres to the Departmental SBS.• Establishes and maintains seamless interaction, co-operation and communication with all Butler Services Operations and Resort departments.• Provides support and assistance to all inter related departments.• Is fully understanding and knowledgeable of all in-villa/suite services and amenities.• Is knowledgeable with the Resort Operating System and Point of Sale.• Ensures Document related to operations is well maintained.• Makes and recommends to Senior Management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.• Conducts effective and timely staff performance appraisals.

Head Butler Pre Opening, Bay La Sun Hotel & Marina

• May 2013 - May 2014

Ensure that service delivery is consistent and standards are maintained.Conduct two briefings per day to keep team members aware of property happening.Conduct training hours to be logged and submitted to training Department.Recruit and train new employees.Make recommendation regarding staffing, equipment and needs of the department.Resolve employee relation issues as they arise and escalate to executive management.Meet with the Director of Room/General Manager on a weekly basis to make recommendations or resolve challenges, a weekly report to be submitted to the above persons to ensure that all challenges are reported and communication lines are thorough.Contact and liaise with each Butler client in person at least twice during their stay.Conduct departmental meeting/ briefings as frequently to keep team members aware and to create new ideas for the department.Inspect all arrival suites prior to guest arrival and report finding to Executive Housekeeping to ensure room standards are maintained as well as preferences observed.Inspect at least five occupied rooms per section per day to ensure butler standards are maintained in rooms.Compile monthly report and submit to Director of Rooms Division and General Manager.Monitor and ensure that after stay comments are accurately inputted and completed at the end of each month.Liaise with Butler representative at the Butler Commination Center to resolve or make recommendation regarding butler management system.Investigate concerns received via online scores and complaint letters, and bring to the attention of Director of Rooms and provide solutions to prevent recurrent lapses in service delivery.Ensure that inventory are controlled as well as budget properly managed.

Head Butler

• Nov 2011 - 2014

Ensure that service delivery is consistent and standards are maintained.Conduct two briefings per day to keep team members aware of property happening.Conduct training hours to be logged and submitted to training Department.Recruit and train new employees.Make recommendation regarding staffing, equipment and needs of the department.Resolve employee relation issues as they arise and escalate to executive management.Meet with the Director of Room/General Manager on a weekly basis to make recommendations or resolve challenges, a weekly report to be submitted to the above persons to ensure that all challenges are reported and communication lines are thorough.Contact and liaise with each Butler client in person at least twice during their stay.

Butler Supervisor

• Nov 2010 - Nov 2011

Direct, organize Butler Team in order to ensure the highest degree of guest satisfactionProvide administrative and logistical support to the Head Butler in what concerns to the supervision and deployment of the Butler teamAssign work schedules, following work requirements, to ensure quality and timely delivery of serviceTrain, coach associates in proper operational procedures and functions and explain company policies.Observe and evaluate associates appearance and performance to ensure quality service in compliance with Al Khozama standardsApply guests’ feedback to service improvement effortsManage guests’ complaints and problem resolution regarding associate performance and services rendered, incidents and maintenance related mattersAnalyze and record personnel and operational data and write related activity reportsTake disciplinary action to address performance challengesResponsible for implementing standard operational proceduresResponsible for Team schedule and payroll.

Senior Butler

• May 2009 - Nov 2010

Exceed guest expectation as this is a newly launched service.Ensure that all team follows personal hygiene, as well as grooming standards and maintain cleanliness at all the time. Budgeting and costing for the Department.Ensure the highest possible guest satisfaction around the clock.Ensure that the Butler Service department including Technical Butlers, both in determination and daily planning is running to the highest level of guest satisfaction as well as within set financial targets.Act promptly on issues and concerns in the field under supervision.Abides to the daily task list and ensure timely implementation.Formulate plans and adapts measures for smooth function.Suggest or recommend on continuous basis procedural improvement aimed at improving efficiency and service and take ownership of the implementation.Maintaining an excellent reputation in the eyes of the guests and the staff.Keep an friendly atmosphere within the team.Maintaining the minimum Operating Standards and the Akmc Standards.Establishing weekly duty rosters for entire Butlers section.Reporting to Hotel manager and strongly focus on internal training in order to maintain the highest level of service.

Trainee

• Aug 2008 - Sep 2008

Trainee At Rosewood Cornice hotel, Jeddah, Saudi Arabia Trainee At Rosewood Cornice hotel, Jeddah, Saudi Arabia

Butler

• Jan 2008 - Aug 2008