Director of Operations at Regency Hotel Management & General Manager at Ramada Encore Hotel
Regency Hotel Management
Total years of experience :19 years, 4 months
• Manage Profit and Loss for the hotel
• Develop budgets/forecasts and ensure all departments adheres to it
• Manage all department heads
• Create SOPs and follow Franchise Standards
• Delegate and Manage financial and operational targets
• Handled 11 restaurant projects simultaneously
• Built a franchise concept for 9 restaurants
• Created a Marketing and Training department
• Acting as CEO
• Developed accurate long term financial objectives
• Created an operating environment assuring guest satisfaction
• Achieved budgets and exceeded revenue targets
• Escalated hotel’s online ranking to Top 5 in the city
• Handle customer complaints and needs • Make reports, forecasts, marketing for company • Trained staff on excellent service & product knowledge
• Managed a team of 200 Executive Butlers
• Dealt and solved guest complaints and internal issues
• Continuously enhanced departmental operations
• Ensured monthly budget/goals were accomplished
• Implemented systems to improve overall F&B quality & service
• Trained employees on wine and food knowledge
• Took enquiries from clients, wrote proposals, made/sold contracts, and managed meetings/events
• Created forecast and daily event reports for executive meetings
• Handled guest complaints and hosted V.I.P guests
• Trained with FOM to complete assistant managerial tasks
• Successfully completed concierge training
• Checked guests in/out and pursued the reception check list
• Undertook cashiering responsibilities effectively
• Completed night audit/revenue reports
• Substituted for every department as per hotel needs at night
• Dealt with customer complaints and suggestions
• Checked in and out guests and helped with daily check list
• Dealt with customer complaints and suggestions
• Handled concierge responsibilities
• Checked guests in/out and performed daily check lists
• International Baccalaureate (High level: Biology, History and Theatre Arts) (Standard level: Math, French and English)
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