أحمد سمير عبد الله

•Identify growth opportunities.
•Develop and manage the annual budget.
•Ensuring financial targets are met.
•Analyze and monitor financial performance.
•Setting and executing the organization's strategy .
•Building and overseeing the management team.
•Create and maintaining policies and SOP’s of all departments.
•Analyze and recommend the impact of long-range growth initiatives.
•Focusing and implementing the customer’s loyalty, retention, and customer acquisition.
•Consistent execution of strategy by top management.
•Building and insuring the Company’s organization structure & reporting process.
•Implementation of Owners and Board requests.
•Lead the development of the organization’s long- and short-term strategies.
•Manage overall operations and make major decisions affecting the organization.
•Manage the organization’s resources.
•Negotiate and approve new agreements.
•Assess and minimize risks to the company.
•Set strategic goals.
•Identify and address companywide problems.
•Develop and uphold the company’s culture and mission/vision.
•Implement strategic plans by working with senior stakeholders.
•Evaluate and track the success of the company in reaching its goals.

•Head of Hotels Sector in Charge from 01/09/2023 till 08/09/2024.
•Responsible about inspecting the new projects of the company.
•Responsible about handling the operation of all company’s hotels.
•Responsible about conducting continually operational meetings with all hotels.
•Responsible about controlling the operational expenses for all hotels.
•Responsible about increasing and maintaining the hospitality experience of all staff.
•Responsible about handling the opening procedures of all new hotels regarding to each classification.
•Responsible about matching the budget of all hotels align with the approved expenses.
•Dealing with the all complains in all hotels.
•Ensuring the guest’s satisfaction in all hotels.
•Handle all guest concerns and feedback to ensure effective follow up.
•Support the CEO in the overall management and strategic direction of the hotels.
•Assist in the preparation of the annual Operations Plan and achieve the profit objectives therein.
•Ensure that monthly financial outlooks of all Operating Departments.
•Play a lead role in yield management for Rooms and Food & Beverage.
•Ensure the consistent implementation and delivery of the company’s service culture and standards.
•Enhance the overall standards of the company.
•Ensure the smooth operation and co-ordination of the hotel through their respective leaders (Front Office, Housekeeping, Food & Beverage, Engineering, Information Technology).
•Assist in staff planning and the maintenance of productivity levels.
•Update and ensure timely awareness of the hotel’s Business Continuity, Emergency and Crisis Management Plans.
•Actively involved in the recruitment process of leadership positions within the operating departments.
•Function as key member of the Hotel Executive Committee and Leadership Team.
•Ensure full compliance with hotel operating controls.
•Plan, implement, and manage overall hotel daily operations.
•Responsible about creating new service standards of the new company’s brand (ANAN).
•Plan and organize hotel activities to drive sales.
•Manage and monitor hotel expenses.
•Monitoring hotel’s reputation and customer satisfaction through all OTA’s.
•Monitoring the recruiting, training, and supervising staff process with human resources team.
•Partake in financial activities including establishing room rates, setting budgets, and assigning funds to departments.
•Maintaining statistical and financial records.
•Determine KPIs to all departments.
•Monitoring the events and room bookings, and implement marketing campaigns with the commercial team.
•Organize activities and assign responsibilities to employees to ensure productivity.
•Handling customer complaints and queries in align with the front office team.
•Offering a personal attention to deal with customer complaints and comments, to maintain their satisfaction.
•Resolve issues regarding hotel services, amenities, and policies.
•Meet with all team members in person, and during the monthly activities to maintain their happiness and satisfaction.
•Monitor employee performance and conduct regular evaluations to help improve customer service.
•Coordinate with external parties including suppliers, travel agencies, and conference planners.
•Evaluate hotel performance, and ensure compliance with health licensing laws, safety rules, and other statutory regulations.
•Meet with the owner to monitor the achievement of the agreed plans and GOP.

•IRTH Hotel Project related to the Royal Commission Management.
•Maintaining delivering the Historical Culture of the place.
•Creating the needed operational SOP’s.
•Plan, implement, and manage overall hotel daily operations.
•Manage and monitor hotel expenses.
•Monitoring the hotel reputation and customer satisfaction through all visitors and royal commission team.
•Monitoring the recruiting, training, and supervising staff process with human resources team.
•Determine KPIs to all departments.
•Handling the daily management briefing to ensure the professional running of all operational tasks.
•Handling all events and rooms bookings in contact with the royal commission team.
•Organize activities and assign responsibilities to employees to ensure productivity.
•Handling customer complaints and queries in align with the guest experience team.
•Offering a personal attention to deal with customer complaints and comments, to maintain their satisfaction.
•Resolve issues regarding hotel services, amenities, and policies.
•Meet with all team members in person, and during the monthly activities to maintain their happiness and satisfaction.
•Monitor employee performance and conduct regular evaluations to help improve customer service.
•Evaluate hotel performance, and ensure compliance with health licensing laws, safety rules, and other statutory regulations.
•Meet with the owner to monitor the achievement of the agreed plans and GOP.

Oversee the entire Guest Service/Front Office operation to maintain high standards.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
• Ensure regular and VIP Guests are recognized and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme.
• Maximize room occupancy at best rates and use up-selling techniques.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Handling the rooms blocking to all VIP arrival guests.
• Maintain a high level of professionalism through the pre-arrival welcoming calls, in-house calls, and departure calls as well.
• Handling the Hilton Honor loyalty program.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Answering all guest’s responds through different social media tools.
• Coordinating with Housekeeping, and Food & Beverage departments to meet all in-house guests to be sure from their satisfaction during stay.
• Ensure that all team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintain good communication and working relationships with all hotel departments.
• Monitor staffing levels to meet cover business demands.
• Conduct monthly communication meetings and produce minutes.
• Manage staff performance issues in compliance with company policies and procedures.
• Recruit, manage, train and develop the Guest Service team.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Assist with other departments, as necessary.

• Plan, implement, and manage overall hotel daily operations.
• Plan and organize hotel activities to drive sales.
• Manage and monitor hotel expenses.
• Monitoring the hotel reputation and customer satisfaction through all OTA’s and social media engines.
• Monitoring the recruiting, training, and supervising staff process with human resources team.
• Partake in financial activities including establishing room rates, setting budgets, and assigning funds to departments.
• Maintaining statistical and financial records.
• Determine KPIs to all departments.
• Handling the daily management briefing to ensure the professional running of all operational tasks.
• Monitoring the events and room bookings, and implement marketing campaigns with the commercial team.
• Create and apply a marketing strategy to promote the hotel’s services and amenities.
• Set and achieve sales and profit targets.
• Ensure events and conferences are running smoothly.
• Organize activities and assign responsibilities to employees to ensure productivity.
• Handling all new business projects to increase the overall income.
• Handling customer complaints and queries in align with the front office team.
• Offering a personal attention to deal with customer complaints and comments, to maintain their satisfaction.
• Resolve issues regarding hotel services, amenities, and policies.
• Meet with all team members in person, and during the monthly activities to maintain their happiness and satisfaction.
• Monitor employee performance and conduct regular evaluations to help improve customer service.
• Coordinate with external parties including suppliers, travel agencies, and conference planners.
• Evaluate hotel performance, and ensure compliance with health licensing laws, safety rules, and other statutory regulations.
• Meet with the owner to monitor the achievement of the agreed plans and GOP.

• Gained the pre-opening experience.
• Joined the pre-opening Task Force team to handle the Snagging and Opening Preparation tasks.
• Oversee the entire Guest Service/Front Office operation to maintain high standards.
• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
• Ensure regular and VIP Guests are recognized, and ensuring that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme.
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
• Acting as a Cluster Duty Manager for both of DoubleTree & Hilton Convention Hotels.
• Set departmental objectives, work schedules, budgets, policies, and procedures.
• Handling the rooms blocking of all VIP arrival guests.
• Handling the blocking of all groups.
• Maintain a high level of professionalism through the pre-arrival welcoming calls, in-house calls, and departure calls as well to all guests.
• Handling the Hilton Honor loyalty program.
• Attending all Hilton Honor Meetings as the Hotel Champion of the program.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Answering all gust’s responses through different social media sites.
• Coordinating with Housekeeping, and Food & Beverage departments to meet all in-house guests to be sure from their satisfaction during stay.
• Ensure that all team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices.
• Maintain good communication and working relationships with all hotel departments.
• Monitor staffing levels to meet cover business demands.
• Conduct monthly communication meetings and produce minutes.
• Manage staff performance issues in compliance with company policies and procedures.
• Recruit, manage, train and develop the Guest Service team.
• Comply with hotel security, fire regulations and all health and safety legislation.
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Assist with other departments, as necessary.

Handling the Departmental Monthly Activities & Plans.
 Responsible to increase the Hospitality knowledge to all staff.
 Handle the Quality Assurance requirements through following the Hilton’s standards.
 Monitor the Brand’s Vision, Mission, and Values with all staff.
 Making new hire orientation sessions to all new staff.
 Handling the different departmental trainings.
 Handling the monthly activity calendar.
 Handling and Organizing the Job Skills Trainers Meetings.
 Handling the Global English program performance of all staff.
 Handling the Lobster Ink courses for both of Food and Beverage & Kitchen departments.
 Organize and Handle the Job Skills monthly trainings.
 Handling the Hilton’s staff recognition web site.
 Delivering the Elevator courses to all staff (Elevate 1&2).
 Handling the regional Webinar events.
 Observing the different kinds of Trainings to improve the Hilton’s culture of all staff.
 Responsible to learn all staff about the monthly learning conversation topics.
 Handle the Blue Energy Hilton’s trainings.
 Responsible to deliver the Make It Right Culture program to all staff.
 Handle the monthly recognition staff party.
 Handle the staff annual party.
 Handle the Catch Me at My program through Hilton’s portal page.
 Attending the daily management briefing meeting.

• Gaining the pre opening experience.
• Manage the Guest Relations team.
• Manage the satisfaction and loyalty program.
• Maintain proper organization of the Guest Relation Office, Front Door and Bell Desk.
• Assist in the preparation of the staff schedules to ensure the best operational effectiveness.
• Ensure guest relations have the proper information and equipment to complete department functions.
• Prioritize and organize all projects that pertain to improve guest relations functions.
• Ensure guests pre-arrival and pre-departure responsibilities are carried out.
• Handle guest relations aspects pertaining to SALT attributes with appropriate liaison with all concerned to enhance guest satisfaction.
• Assist Front Desk Manager with daily functions during major check-ins and checkouts.
• Be in daily touch with all head of departments to solve any operational cases.
• Manage the VIP and HHonor desk.
• Responsible to set the blocking of the VIP rooms according to their preferences.
• Attend the daily management briefing meetings.
• Manage the pre arrival welcoming calls task for all guests.
• Manage the preparation of all needs and requests for all guests.
• Make room inspection for all VIP and HHonor arrival guests.
• Manage the check in/out process for all VIP and HHonor guests.
• Manage the VIP amenities task for all arrivals and In-House guests.
• Manage the daily courtesy calls for all In-House guests.
• Manage and answering all responses through the hotel’s satisfaction page.
• Manage and answering all responses through Trip Advisor web page.
• Met with the guests to know their feedback about their stay.
• Handle all guest’s complains through right actions and proper solutions.
• Handle the MOD task two times monthly.
• Handled the night manager task and sending all needed reports to the concerned departments.
• Handle the preparation of the operational letters to be distributed to all guests rooms in any case.
• Train the guest relation team about how to increase the guest’s satisfaction.
• Train the guest relation team about how to have the full empowerment to deal with any case.
• Train the guest relation team about how to use the operational programs.
• Handle the guest’s transportation requests with the limousine company.

• Manage the day-to-day activities within the framework of established policies and procedures.
• Making marketing and sales deals with the big chains in Egypt.
• Manage the marketing plan to achieve the needed target.
• Making sales agreements with different distributors to market our products.
• Handling the preparation study and proposal for the new offers.
• Travel to other countries (Emirates, KSA, ….) to open new commercial channels.
• Attended the GULFOOD exhibition in Dubai
• Making marketing to our products through our agent in Dubai.
• Handle the sales team.
• Providing the CEO with new ideas to produce new items and to exceed the company’s sales target.
• Handling the inventory with our contracted chains.
• Handling our ushers’ and merchandising team.
• Making knowledge training to our sales and ushers staff to know how to sell our products.
• Making trainings to the company's staff, to improve their customer care knowledge.
• Giving behavior and soft skills and technical trainings to the company’s staff.
• Handling the customer care attitude and behavior for our sales and ushers staff.
• Handling the follow up task with our sales staff through the sales supervisors.
• Making always meetings with our staff to stand strongly over any problems and solving it.
• Facilitate agents meetings and lead brainstorming efforts.
• Responsible for the staffing level of the departments.
• Handling all the company's deals with the newspapers to publish the company's Ads.
• Handling and creating the marketing plans.
• Implements and interprets new and existing policies and procedures to staff within the department.
• Handling the company's leads, and distributing them to the right channels.
• Handling the quality major for the customer care staff, to increase the customer's satisfaction.
• Makes follow up calls with the customers, to be sure that the customer care staff serving them will.

•Supervises the day-to-day activities within the framework of established policies and procedures.
•Responsible for the staffing level of the departments.
•Recommends solutions for customer's complaints & communications.
•Handling the preparation study and proposal for a new project in KSA.
•Implements and interprets new and existing policies and procedures to staff within the department.
•Coordinates with other departments to resolve issues involving the customer care area.
•Facilitate agents meetings and lead brainstorming efforts.
•Spread new and helpful ideas to the sales agents.
•Provide technical assistance and attitude advises to all company staff.
•Handling the quality major of the call center to increase it, to improve the customer's satisfaction.
•Handling the company's leads, and distributing them to the right channel.
•Handling and solving the call center problems.
•Makes follow up calls with the customers, to be sure that, the sales staff, and call center agents serving them will.
•Making always meetings with the sales directors to improve new and satisfied ideas to our customers.
•Making trainings to the RECS and sales stuff, to improve their customer care knowledge.
•Giving behavior and soft skills and technical trainings to the company’s staff.
•Work as a trainer through the training academy of Coldwell Banker.
•Making always meetings with the operations managers, to handle our internal problems which related to our customers, to improve their satisfaction.
•Giving new ideas through the commercial committee, to exceed the company’s sales target.

• Working as a Trainer Executive.
• Making trainings for all the company's projects to the sales staff.
• Making motivation courses to the staff to stimulate them to achieve their target.
• Making advanced training courses, to the senior sales, to be able to catches the team leader title.
• Making continues courses for the company’s projects.
• Handling all the company’s projects.
• Handling the inventory reports for all projects.
• Handling the reservation cases with the main office in Kuwait and the Egyptian one.
• Handling the business issues for Murabaht as a broker company, and the projects owners.
• Handling the inventory report.
• Handling the business cases with the different departments.
• Handling the employs problems, for all projects.
• Handling some of the director tasks.
• Making business reports showing the achieving sales target.
• Making always touch with the deferent companies.
• Making new ideas, to improve the marketing area work flow.
• Giving curses to the sales members to improve their sales technique.
• Working as a team leader for the west area In Jeddah- KSA.
• Handling the technical sales issues in the team.
• Handling the sales target for all projects.
• Making motivation cases to the team members, to incitation them to achieve the required target.
• Making the hand over reports to the direct manger.
• Open a business channels with the different departments.
• Solve any problems issues, facing the team members, by making the right Trouble shooting.

- Activate new post-paid lines through the billing system.
- Facilitate and provide high level of customer service to the sales channels to ensure the satisfaction of our clients and to meet department goals.
- Own and manage the relationship with sales channels by resolving calls effectively and efficiently.
- Conduct all the customer’s related activities that are being reported by sales consultants including (Activate new lines, change of ownership, etc….)
- Liaise with other departments inside and outside the customer operation to resolve customer’s problems and requests when needed.
- Provide sales channels with accurate and timely information.
- Activating all internal customers’ lines (Employee, Business Use, etc…).

Xceed Contact Center: I worked there as a customer service representative.
Xceed Company is specialized in offered the services to the customers via phone and e-mail as well.

- Marketing & sales Soukouk Zamzam Tower (IN FRONT OF THE HOLLY KABA) through MAS International Marketing Company.
- Traveled to Saudi-Arabia to make marketing for Zamzam Tower contracts, and I achieved a very high percentage of selling.
- Working as a trainer to the employees to describe the project & how to deal with & how to sell the project to the clients.
- When I was mandated to travel to Saudi-Arabia, I was the main supervisor to describe the project to the clients in order to sell our project contracts.