Hotel Resident Manager
Wyndham Hotels & Resorts - Ramada
Total years of experience :16 years, 0 Months
• Assist Hotel General Manager / Chief Operating Officer in all aspects of Hotel Operation to deliver excellent guest experience.
• Supervise work at all levels (Front Office, kitchen, Food & Beverages, Purchasing, Engineering, Finance, Sales & Marketing., Housekeeping) and set clear objectives
• Conduct daily morning briefing with all HOD's, running through arrivals, daily banquets, caterings & previous day guest complains, online reviews and taking necessary actions.
• Monitor Monthly expense reports Vs Budgeted expense, validating departmental for any overspends.
• Develop and implement intuitive and efficient marketing strategy to promote hotel's services, conducting weekly sales meeting with sales team, ensure hotel is complaint with Brand standards, Marketing strategy, Online Rate parity on all Channels.
• Ensure effective sale calls are conducted, Sales Reporting and filing of contracts, resolving any pricing related issues within corporate segments, Travel agencies, Travel Wholesalers and Walk-in guest.
• Inspect facilities regularly and enforce strict compliance with health and safety standard.
• Lead Purchase, F&B, Executive Chef in cost saving project by sourcing cost effective products resulting in reducing food cost.
• Increase customer satisfaction by addressing and resolving all guest complains.
• Monitored social media and online sources for industry trends.
• Manage quality assurance program to maintain 95% score on QA audits including on-site evaluations.
• Drive operational improvements to result in savings and improved profit margins.
• Conduct Monthly QA audit to make sure all brand standards including loyalty programs are strictly followed at all service levels.
Achievements :
• Achieved 95% and above on Quality Assurance Inspections for two consecutive years.
• Achieved YOY No.1 and 2 position for the property compared on STR data reports, with the Five top hotels in the compset, for Occupancy, ADR & RevPar.
• Maintained a strong working relationship with the Brand, ensuring the hotel is complaint with all operating standards, expectation and implementations as per the Brand requirements and achieved professionally.
• Reduced cost on various levels and departments thus impacting the GOP & profitability.
• Improving Ranking on key OTA from 7.3 to 8.00, by following best practices to achieve guest satisfaction.
•Added responsibility of managing the 2 High end Independent Restaurants, Marketing activities, Increase guest footfall through effective social media marketing, direct sales & marketing and print media.
•Monitor customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
•Responsible for managing all Distribution Channels and segments.
•Manage four sales specialists to achieve & surpass annual target set by the management.
•Attend Local and International Travel Trade Show, sales calls to expand market base.
•Assess each location's individual and team performances, analyzing data trends to determine best methods to improve sales results.
•Contact key accounts regularly and achieved high satisfaction scores by routinely re-assessing needs and resolving conflicts arising from pricing and competition.
•Give benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
•Attracted new clientele and developed customer relationships by hosting product-focused events.
•Created new sales and promotional methods, best practice for managing client database.
•Coached and monitored employees to set productive goals and align operational practices while meeting and exceeding regional sales quotas
Wyndham Hotel Worldwide - Ramada, Muscat
•Provide day-to-day leadership to sales associates to achieve assigned objectives with overall responsibility for achieving booking goals and hotel revenues.
•Develop annual marketing plan and operational budget.
•Establish customer intelligence in evaluating market and economic trends that may lead to changes in sales strategy to meet or exceed customer expectations
•Assist DOSM and motivate sales team to increase revenue.
•Investigate competitive landscape to maintain on market and anticipate negative business impacts.
•Liaise with TMC's, Consortia and Event Planners to increase hotel patronage and boost bookings.
•Attend and participate in conferences and trade shows to generate new leads, network and drive business.
•Conduct Familiarization trips for key accounts and travel agents at the property.
•Arrange and coordinate sales calls with prospective clients to generate business.
•Assist DOSM to implement and create promotions to stimulate repeat business and attract new business accounts to covers all revenue generating departments including Room, sales, Banquet sales, events and outdoor caterings.
•Create hotel awareness through marketing campaigns, including social media campaigns.
•Bring in new customers and retain base through proactive management of individual needs and development of robust solutions.
•Database management for entire department
• Joined the Hotels Sales & Marketing team as a Sales Manager & later on promoted to Senior Sales Manager wholly responsible of Corporate Sales / Embassies & Consortia Bidding (RFP) for the Hotel.
Course: Budgeting For Better Operational Performance