Experience

InterContinental Fujairah Resort

• United Arab Emirates
• Hospitality
• 1 - 100 Employee

• Director of Operations

  • Jul 2021 - Present

  Promoted to Director of Operations and responsible to lead all Guest Experience, Continuous Improvement and Quality initiatives across the Resort operation.Part of the Executive Committee, empowered as the Deputy General Manager.Operational Leader and key player in driving commercial strategies, operational concepts andfinancial plans for InterContinental Fujairah Resort.

• Director of Rooms

  • Jun 2019 - Jun 2021

  Awarded “Brand Hearted Leader” of the Year in 2020 in recognition of my inspirational leadership and valuable contribution to the Resort’s growth, during the remarkable performance of the property in the unprecedented global environment.Orchestrated a sustainable competitive advantage as Resort completed 2020 with No. #1 ranking on Guest Satisfaction Index and Revenue Generation Index versus competition.Effectively built a revised process around the guest journey with the new normal, with focus on key drivers including Cleanliness and Safety.Drove guest experience initiatives resulting in a high volume of repeat business to drive commercial performance and successfully positioned the Resort as the number one choice for guests.Actively managed a Profit Assurance Plan that contributed to exceptional savings to support Resort Financial and Cash position. Maintained an exceptional One Team mind-set within the operation, building sustainable, efficient ways of working with harmony between functions, gaining engagement from all colleagues to drive resort performance. Show less

• Director Of Front Office

  • Apr 2017 - May 2019

  Successfully opened the first ultra-luxury InterContinental Resort in the Middle East, embedding operations excellence and driving a luxury guest experience. Led the Resort in achieving 94.06 in 2017 in Guest Satisfaction index ranking (Ranking No. 2 in AMEA out of 70 hotels and resorts operating in the region).



IHG Hotels & Resorts

• United Kingdom
• Hospitality
• 700 & Above Employee

• Guest Experience, Continuous Improvement and Quality Leader - United Arab Emirates

  • Jan 2019 - Present

  Nominated by Head of Operations Support – IMEA & SEAK, in a supporting role to drive Guest Experience and Quality initiatives across IHG’s portfolio of properties in the UAE (17 properties – Managed and Franchise). Inspirational role to support General Managers and operational leaders in their mission to drive Guest Experience, act as a guardian of the performance of the hotels in the portfolio from a service and quality perspective. Activities include holding Guest Experience workshops for hotel teams, leading 1 on 1 discussions with General Managers and operations leaders to assess performance and opportunities, review and approve hotel quarterly action plans. Participated in a task force assignment to turnaround underperformance of Holiday Inn Cheraga Tower – Algiers. Show less



InterContinental Dubai Marina

• United Arab Emirates
• Hospitality
• 100 - 200 Employee

• Director of Guest Services

  • Jul 2014 - Apr 2017

  Pre & Post Opening - Senior Leadership Team. InterContinental Dubai Marina is a five star luxury hotel in the midst of Dubai’s vibrant Marina, offering the best lifestyle options for business, leisure and long stay guests. Achievements: • Drive for Quality and Continuous improvement initiatives, creating and enforcing departmental action plans, o Successfully passed 2016 IHG Brand Standards audit with 98% on Service Standards o Achieved yearly 2016 Overall Satisfaction Index, leading by example and mentoring the Guest Services team • Manage a multi-cultural team of 15 nationalities with multiple backgrounds, plan for recruitment and on-boarding • Motivate and drive employee engagement, review training requirements and manage succession planning. Promotion of 8 internal talents within 18 months of operation Show less



InterContinental Paris le Grand

• France
• Hospitality
• 100 - 200 Employee

• Front of House Manager

  • Jun 2012 - Jul 2014

  - Supervise manage day to day Front of the House Operations: * Front Desk - Executive Club Lounge - Guest Relations * Concierge - Bell Service * Executive Club Lounge * Instant Service Center - Telephone Operator- Quality standards action planning, implementation, and follow up driving Guest Satisfaction- Participate in key strategic meetings (revenue, P&L, scheduling, operations) with department heads and executive committee members- Conduct departmental meetings- Lead by example, training and talent management to drive employee motivation and satisfaction Show less

• Assistant Director of Food & Beverage

  • Sep 2010 - May 2012

  - Supervise daily operations in coordination with hotel activity, driving service quality and guest experience an satisfaction.- Enforce hygiene measures, technical follow ups and FLS procedures- Analyse revenue trends, competitive set positioning, plan for outlets' promotions- Follow up main expenses, (food cost, beverage cost, payroll, breakage...) in coordination with outelt heads and Accounts driving profitability- Animate departmental meetings, conduct Quality meetings with outlet heads- Follow up on training needs, talent development and employee satisfaction Show less

• M.B.A MANAGEMENT TRAINING PROGRAM, Program sponsor: General Manager

  • Sep 2008 - Aug 2010

  Highlights of the 24-month cross exposure plan:Revenue Management: Forecast exercises, Positioning analysis and Pricing studies, created fully automated excel tool for Group Displacement analysisFinance & Business Support: Expense Analysis, Capex studies, Monthly closingSales & Marketing: Participated in budgeting exercise, RFP preparationFood & Beverage: Assisted Director of Food & Beverage, Operations support

• Duty Manager

  • Apr 2007 - Aug 2008

  - V.I.P selection, treatment and follow up- Complaint handling, reported to hotel General Manager- Reception operations supervision

• Night Auditor

  • Oct 2004 - Mar 2007

  - Close day procedures: PMS, POS, and interface reconciliation- Daily management report preparation and analysis- Assist night manager and perform reception procedures