ألبيرتو سعادة

• Oversaw operations for Front Office, Housekeeping, Laundry, and Gym & Spa, managing a team of
150+ employees to ensure seamless daily operations.
• Analyzed profit and loss (P&L) statements and submitted accurate forecasts, leading to consistent
Gross Operating Profit (GOP) achievements from 2020 to 2024.
• Developed and enforced an incentive programs, resulting in a 20% revenue increase for the Gym
and Spa in 2022, 30% growth in 2023 and 40% in 2024
• Reduced staff turnover and guest complaints by introducing targeted staff development programs,
which improved guest satisfaction by 40% and raised overall satisfaction levels to 90.04% in 2024.
Enhanced the TripAdvisor ranking from 72 to 22 in 2024.
• Supported all the CRS activities in the Hotel and achieved the 8.9 VS 8.5 target Employee satisfaction
2024
• Champion of the All Accor Loyalty Program, driving increased guest loyalty and engagement.
• Spearheaded the rebranding project to Sofitel, ensuring successful completion of civil defense
approvals and hotel renovations and Brand Standards.
• Led the renovation of the Gym and Spa, including layout enhancements and equipment upgrades,
significantly boosting guest satisfaction ratings.
• Served as a committee member for the successful reclassification of the property to a 5-star luxury
hotel.
• Directed the security team in revising and updating the crisis management plan and completed
yearly fire drills in compliance with Accor policies and Ministry of Interior (MOI) requirements
(2021-2024).
• Hosted major events, including the FIFA World Cup 2022, AFC Tournament, and Asian Cup 2024,
ensuring exceptional service delivery for VIP guests.
• Achieved above expectation ratings in end-of-year performance reviews from the General Manager:
3.28 in 2022, 3.32 in 2023 and 3.42 in 2024.

• Lead operations for Front Office, Housekeeping, Laundry, Gym & Spa (150+ staff). Achieved

• Managed Front Office, Housekeeping, and Laundry operations across two properties, overseeing a
team of 100+ colleagues.
• Restructured departments, led recruitment efforts, and ensured profit and loss (P&L) accuracy,
driving operational efficiency.
• Enhanced key performance metrics, achieving 88% guest satisfaction, 90% cleanliness, and 89%
loyalty recognition scores.
• Boosted colleague satisfaction scores from 25% to 75% through effective leadership and
engagement initiatives.
• Revised, updated, and applied departmental Standard Operating Procedures (SOPs) for both Front
Office and Housekeeping.
• Successfully managed teams during the COVID-19 crisis, prioritizing safety, staffing optimization, and
quality service delivery.
• Executed the IHG Clean Promise Program, ensuring compliance with health and safety standards.
• Contributed to the successful completion of the Quality 360 Audit for both properties in 2019.
• Reviewed and analyzed the Data Integrity Program, ensuring accuracy and consistency across both
properties.

• Directed operations across two properties, leading 100+ staff.
• Achieved 88% guest satisfaction, 90% cleanliness, and 89% loyalty scores.
• Increased colleague satisfaction from 25% → 75% through engagement initiatives.
• Implemented IHG Clean Promise Program during COVID-19 for safety compliance.
• Revised, updated, and applied departmental Standard Operating Procedures (SOPs) for
both Front Office and Housekeeping.
• Completed Quality 360 Audit with strong results across both properties.
• Successfully managed teams during the COVID-19 crisis, prioritizing safety, staffing
optimization, and quality service delivery.
• Executed the IHG Clean Promise Program, ensuring compliance with health and safety
standards.

• Led operations for Front Office, Reservations, Guest Relations, and Airport Desk teams, managing a
team of 100+ colleagues.
• Played a key role in the successful rebranding to Holiday Inn and Crowne Plaza (2015-2016),
achieving high guest satisfaction and loyalty metrics.
• Consistently ranked in the top 10 in guest recognition across the area and exceeded upselling
targets.
• Served as the Loyalty Champion for Crowne Plaza Kuwait Al Thuraya City, driving loyalty program
success and guest engagement.
• Participated as a member of the Brand Standards Committee, ensuring compliance and audit Crowne Plaza and Holiday Inn Kuwait Al Thuraya City
• Overall satisfaction, loyalty enrollments, guest recognition, and problem handling.
◦ Ranked the Front Office team in the top 10 in guest recognition for 2016 and 2017.
◦ Exceeded Front Office upselling targets (2015-2019), with a 3.3% upsell rate in 2018 and
generating over 80, 000 KD incremental revenue, ranking the team in the top 5 in the area
(2017-2018).
◦ Provided the full support to achieve high employee satisfaction metrics from 2013 to 2019. Supported successful execution of major group events, including Rebuilt Iraq (2, 000+ guests),
Awqaf Jaiza, and ministry delegations. Completed the Career Executive Committee Program advancing
leadership and operational expertise.

• Managed Front Office, Reservations, Guest Relations, Airport Desk (100+ staff).
• Key role in rebranding to Crowne Plaza & Holiday Inn (2015-2016).
• Ranked Top 10 in guest recognition across the area, exceeding upselling targets.
• Generated 80, 000+ KD incremental revenue via upselling (Top 5 ranking in 2017-
2018).
• Supported successful execution of major group events (Rebuilt Iraq, Awqaf Jaiza,
Ministry Delegations).

- Duty Manager Section Head (April 2010 Till January 2013)
- Duty & Night Manager (May 2008 Till April 2010)
- Front desk supervisor (June 2005-May 2008)
- Front Desk Agent (May 2003 - June 2005)
- Reception Night Auditor (march 2002 - May 2003)
- Concierge and Guest service agent June2001 - March 2002)
- Operator and Business Centre Agent (February 2000-June2001)