Almoataz Ibrahim

General Manager at Radisson Hotel Group

• Egypt - Al Qusayr
• My current job since March 2022

General Manager at Royal Lagoons Resort and Aquapark

• Egypt - Hurghada
• August 2020 to March 2022

I've developed the COVID 19 action plan to protect the owner’s investment, cash flows and at the same time,
safeguard the team from the virus and ensure they are prepared, supported and trained effectively to work in a
new environment as hospitality experts. The Plan is a work stream tool that should be used in conjunction with
national health authority and WHO guidance and other relevant stakeholders. It has been designed as a fluid
working document that can and must be updated as circumstances change and tailored to the individual needs of
the Hotel as the macro environment changes and develops. The implementation of this action plan and the
effectiveness of the implementation were frequently reviewed and revised if required.
Hotel management techniques has changed, and I have revised the hotel etiquette where hotel
teams have had adopt a new method and measure of operational practice and efficiency to protect
their own heath and the health of their team colleagues and guests alike.
Communication between the above-unit team, hotel executive team and hotel associates is now
more critical than ever as we all navigate this new-look operation.
- Developing and implementation of the Business Plan, Marketing & Revenue Plan, Budget
and KPI’s to ensure on an on-going optimum guest satisfaction, sales potential and
profitability.
- Ensures highest level of guest satisfaction by providing quality guest services and amenities.
- Manages the function of all hotel personnel through supervision of department heads.
- Assists in monitoring present and future trends, practices and system in the hotel industry
and determines and ensures execution of competitive programs.
- Conducts weekly inspections and ensure physical facilities are kept in optimal condition
by full implementation of preventative maintenance programs and judicious planning and
management of FF&E.
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General Manager at Queen Resort

• Egypt - Marsa Alam
• August 2019 to April 2020

5stars, 320 rooms phase one and two meeting venus, 200 room phase two plus one meeting room
 Pre-Opening Check list/Critical path and Organizational structure
 Pre-Opening FF&E (Furniture Fixtures & Equipment) / OS&E (Operating Supplies &
Equipment)
 Job Description, manning development, recruitment, trainings and housing requirement.
 Hotel Operations dry run - Guestroom & Public area snagging
 Interact with owning/management company and projects representatives.
 Grand Opening Planning - Operational Review. Front and back of the house including
operational standards, rooms cleanliness, inspection program, property maintenance
Post Opening Hotel Operations, Directly responsible for the following departments:
Front Office - Housekeeping & laundry - Recreation - Engineering - Security & Safety - Food &
Beverage - Human Resources and Training - Marketing & Sales.
Developing and implementation of the Business Plan, Marketing & Revenue Plan, Budget and KPI’s
to ensure on an on-going optimum guest satisfaction, sales potential and profitability.

General Manager and in charge of sales & marketing at Lillyland Beach Resort

• Egypt - Hurghada
• February 2015 to July 2016

in charge of the Resort due to no GM, Assists the Owning Company in preparing and implementing the overall Hotel Policies including Procedures, standards and manual in order to meet targets for quality of service, attitude and profitability, Hands in operation 24 hours, Directs the total operation of the hotel to maintain established quality standards, Develops/updated the hotel’s Food & Beverage concept and the overall a la carte menus in coordination with the FB director, and attain projected revenue and profit levels, achieve guest satisfaction goals and ensure maintenance and security of hotel's physical assets. Develops/updates the hotel marketing and business plan, and monitors financial performance. Administers company policies and local business trends, Reviews the operation of the Human Resources system to ensure that a work climate is maintained that is consistent with the Mission Statement Responsible for the effective operational management of the hotel, the heads of departments and six hundred twenty team members. Specifically, I'm responsible for performing the following tasks to the highest standards: • Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; ensures sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; ensures property leaders understand and leverage Lilly Land demand engines to full potential • Works in conjunction with the Owning Company president to actively manage key property issues (including capital projects; customer service; refurbishment) • Assist the development of meaningful, achievable hotel budgets and other short and long term hotel strategic goals. • Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded • Respond to audits that are completed by the company to ensure continual improvement is achieved. • Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations • Comply and exceed hotel and company Service Standards • Ensure that costs are controlled throughout the operational departments and results are analyzed regularly to highlight problem areas and take appropriate action • Manage and develop the Heads of Department and Key Personnel with to ensure career progression and effective succession planning within the hotel and company • Seek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction • Hold regular briefings and communication meetings with the HOD team

EAM and in charge of S&M at The Desert Rose Resort Hurghada

• Egypt - Hurghada
• May 2012 to December 2014

Operational over view: Assists the Hotel General Manager and Owning Company in preparing and implementing the overall Hotel Policies, Procedures, standards and manual in order to meet targets for quality of service, attitude and profitability, Hands in operation 24 hours, Directs the total operation of the hotel to maintain established quality standards, attain projected revenue and profit levels, achieve guest satisfaction goals and ensure maintenance and security of hotel's physical assets. Develops/updates the hotel marketing and business plan, and monitors financial performance. Administers company policies and local business trends, Reviews the operation of the Human Resources system to ensure that a work climate is maintained that is consistent with the Mission Statement Sales & Marketing over view: Responsible for developing a commercial strategy covering all segments and channels to maximize revenue and profit performance of the hotel. Lead execution of the commercial strategy through management of the revenue management, sales, marketing and working closely with the front office, food & beverage and guest relation team in order to make sure delivering the highest standards of services and satisfaction, Shapes and executes the overall sales & marketing strategy, communicates this strategy to the S&M team and coordinates with management in order to ensure alignment of marketing and sales strategies. Evaluates past programs/events and develops new programs in order to generate extra revenue that will meet or exceed goals. Participates in the performance management, coaching, recruiting, and selection of the sales & marketing workforce, and develops sales plans that will maximize productivity.
Achievements:
• In The Desert Rose Resort, I have participated in establishing the S&M manual which includes policies, procedures and job descriptions
• Re-positioning the resort within the west and east European markets
• Two years in raw of achieving budgets of 2013 and 2014
• Designing, Implementing and managing the TOP websites action plans and we succeeded in achieving the following certificates:
o HolidayCheck Top Hotels Award for 2014
o TripAdvisor Certificate of Excellence 2014
o Top Hotels The Most Popular Hotel of Egypt - 2014
o In addition to a very competitive position in terms of ranking, recommendation and rating on TripAdvisor and HolidayCheck
Duties & Responsibilities:

 Based in Hurghada in charge for marketing and sales of a 912 rooms and 5 luxuries villas
 Build and maintain a strong S&M team focused on sales and revenue maximization
 Structure and review a financially sound and accurate Business Plan
 Research and produce the Annual Revenue proposal, monitor throughout the year, and update the plan, as necessary
 Provide guidance for local marketing initiatives
 Schedule action plans to support revenue initiatives
 Develop and drive all hotel revenue opportunities
 Understand and monitor market trends, competitor activity, and economic influences
 Analyze and benchmark performance of competitors
 Maintain effective working relationships with all key suppliers
 Recruiting, manage, train and development of Business Development team
 Assists the GM within the operational activities and replacing him upon his leave
 Member of the resort planning team
 Training and Supporting the FO team to improve their up-selling skills and MICE groups C/In
 Preparing and implementing the Sales & Marketing policy and procedures
 Designing the marketing communication plan
 Managing the Ecommerce business and the online hotel reputation
 Managing the sales & marketing department including reservations and revenue team
 Re positioning the Hotel in the market in terms of pricing and nationality mix


Area Director of Sales & Marketing at Harmony Makadi Bay, Hotel & Resort

• Egypt - Hurghada
• September 2010 to May 2012

Oversees and directs all aspects of the Sales and Marketing activities. Responsibilities include overseeing the planning and development of promotional strategies and marketing plans; oversee and assist with the development and implementation of the sales and marketing plan; management of the sales and marketing team and reporting on effectiveness of the plan. Responsibilities also require direct and routine interaction with owning Company President and shareholders

Duties & Responsibilities:
 Based in Hurghada, in charge of the following :
- Harmony Makadi Bay; 552 operating rooms in Makadi area
- Under construction 5 stars property in Sharm El Sheikh (El Hadaba area)
 Positioning the Hotel within west European markets
 Implementing renovation action plan to improve the Hotel and opening new outlets (Disco, Oriental restaurant & Seafood restaurant) renovation the Italian restaurant
 Implementing the top websites action plan; i.e. HolidayCheck, TripAdvisor and TopHotels
 Handling all tour operators, and local travel agents in Hurghada
 Handling travel agents in Cairo
 Managing the sales team based in Cairo
 Manage associate performance, developing performance plans for associates below expectation (progressive discipline).
 Identify and respond to the needs/questions/issues (both work and non-work related) brought forth by team associates.
 Mediate conflict in and between teams
 Provide guidelines for empowering associates to make decisions regarding guest experience and service issues.
 Deliver and coordinate various training programs.
 Develop and review policies and procedures pertaining to work flow, lead distribution, reward, recognition, and discipline.
 Upgrading all the sea view rooms to be deluxe rooms with extra charges in order to increase the rooms revenue
 Up-sealing extra packages upon arrivals
 Develop and implement strategic plans to include budget considerations, site goals, and forecasts for appropriate activities.
 Ensure that pricing and communications regarding previews are consistent across all channels.
 Provide one-on-one coaching and mentoring to team associates.
 Reward and recognize associate performance
 Motivate associates to increase production and performance
 Observe and identify associate areas of strength and development opportunities
 Develop and/or update sales training manuals and sales process enhancements
 Conduct formal performance reviews and use this information to create individual development plans, career paths, and promotion development plans.
 Develop tour generation program initiatives, including but not limited to owner referral and reload programs, off-site locations, and travel partner promotions.
 Collect and analyze competitive intelligence (e.g., marketing programs/campaigns) to assist in the enhancement and development of current and future marketing strategy.
 Responsible for managing and implementing appropriate marketing mix to ensure attainment of overall marketing costs.
 Creating new accounts to the hotel in order to secure the flow of business and maintain their loyalty towards the hotel.
 Create a market mix to insure occupancy all year round.
 Participate in international Trade Shows
 Involved in day to day operations.
 Assisting the G.M within operational departments
 In charge of Hotel upon his vacations
 Creating new events to increase the hotel revenue
 preparing all promotion activities of food & beverage
 implementing the U.A.I system especially to the German market
 Maintain good will, sense of fairness and an open door policy towards employees
 Monitoring and check the sales and marketing members and reservations satisfaction
 Control operating cost
 Maintain highest standards of Hygiene and Maintain good Health and Safety Standards that can exceed the T/O’s expectations and guests needs


Director of Business Development and acting EAM at Serenity Makadi Heights

• Egypt - Hurghada
• September 2009 to August 2010

Overview:
Managing the Sales & Marketing department, provides functional assistance and direction to the Rooms Division, Food and Beverage operation, Leisure and Recreation Department and interacts with resort members and individuals outside the Resort including, but not limited to suppliers, government officials, competitors and other members of the local community.
Coordinate functions and activities with all the department heads as appropriate. Second man in charge and fully responsible for the Operations of F&B and Leisure & Recreation departments, as well as the Rooms and VIP facilities behind the scenes management
Duties & Responsibilities:
 Based in Hurghada, in charge of ( 714 Rooms )
 Preparing for the new opening ( Serenity Fun City; 700 rooms + the largest water park in Makadi Bay)
 Handling all tour operators, and local travel agents in Hurghada
 Handling operators in Cairo, ( sales trip to Cairo once a month )
 Creating New accounts to the hotel in order to secure the flow of business and maintain their loyalty towards the hotel.
 Create a market mix to insure occupancy all year round.
 Participate in international Trade Shows
 Involved in day to day operations.
 Assisting the G.M. and In charge of Hotel upon his vacations
 Plan all operational procedures including recruitment; grow revenue of the Rooms, F&B Department and Leisure and to improve service and quality.
 Implement departmental strategies and action plans in accordance with the resort’s strategic and sales plans
 Plan the yearly revenue target
Communication - Ensure all staff is aware of the goals and objectives of the S&M, Rooms, F&B Departments and to achieve and maintain good relationship amongst the Resort personnel.
 Operate an efficient and accurate administration process in order to meet statutory, legal and internal requirements
 Conduct daily briefings to ensure that all departments receive updated information
 Conduct weekly briefings to improve all aspects of the resort
 Attend all other meetings as required by the administration team

Budgeting & Costing - To ensure that adequate funds are available for smooth operations and also to ensure adequate amount of resources
 Delegate and control the departmental expense budget throughout the year
 Control Payroll and Business Expenses of the S&M, Rooms, F&B Departments
 Prepare and derive the required operational cost for the S&M, Rooms, F&B Departments for the year
 Oversee budget preparation for the year
 Ensure the preparation of management team duties
 Select suppliers with the most competent prices
 Ensure that the payroll doesn’t not exceed the budget
 Set the profit margin targets and achieve them
 Analyze potential costs
 Consider aspects of re-investment
 Co-ordinate and manage pricing strategies
 Analyze the market needs and trends
 Contribute to Sales improvement
 Ensure improvement in productivity across the resort

Personnel & Development - Ensure all requirements of staff are met & updated
 Liaise with the General Manager & Human Resources Director in matters relating to recruitment and disciplinary procedure
 Help the Human Resources select the right candidates from the market, by processing job applications
 Select the right candidates from the market, by processing job applications
 Ensure regular progress update & reviews are conducted for all managers & staff
 Conduct performance appraisal for S&M, F&B and Rooms department Heads and insure Managers, Assistant Managers and Administrators are receiving their appraisals as per the set plan
 Ensure employee grievances, disciplinary procedure are monitored
 Ensure that regular On Job Training are conducted within each department
 Actively participate in the quality circle within the Resort
 Coordinate with the HRD and prepare job descriptions for all personnel in each respective Department

Director of Sales & Marketing at Sofitel Hurghada

• Egypt - Hurghada
• October 2007 to September 2009

Responsible for total revenue including group and transient rooms, group food and beverage, meeting room rental, local catering, and other revenues, as well as assisting and actively participating in yield management strategies. Strategies include market mix, pricing, status, direct sales, and marketing, serves as an advisor to the General Manager on business intelligence.
Duties & Responsibilities:
 Direct and manage all group, transient, and catering/banquet sales activities to maximize revenue for the hotel
 Prepare, implement and compile data for the strategic sales plan, monthly reporting, annual goals, sales and marketing budget, forecasts and other reports as directed/required
 Survey, review and analyze competition, market trends, customer needs and comments in order to be proactive and adapt with business intelligence
 Develops new plans and programs and determine the effectiveness of current plans and programs
 Manage/direct all advertising, public relations and promotional activities in conjunction with corporate marketing and public relations departments
 Actively participates in sales presentations, property tours and customer meetings
 Ensures optimal compliance with corporate focus audit
 Manages performance issues that arise within the Sales teams
 Ensures appropriate hiring, training, motivating, coaching, counseling and developing of department’s team members
 Effectively communicates with other departments
 Conducts a daily briefing with department on current key activities
 Evaluate changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary
 Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance.
 Anticipate and address guest issues and establish
proactive processes to promote guest satisfaction
 Participate in community and professional organizations to maintain high visibility and promote a positive image
 Be an inspiration to all hotel staff to achieve luxury levels of performance
 Interacts in a positive way with all team members to ensure a luxury guest experience
 an example of the Sofitel Values, brand standards, and a champion of grooming and appearance guidelines
 Marketing & selling the Hotel
 The main responsibility is to manage the total sales efforts within the hotel to generate pro-actively revenue.
 The basic guideline to do this is the hotel’s Marketing Plan as well as the Business Plan.
 Maintains, develops and recognizes Key Accounts / prospects.
 Based in Hurghada, in charge of ( 312 Rooms )
 In charge of Sales, Marketing & business development
 Reporting to the G.M and the Country DOS Accor Cairo office
 Suggesting rate structure for local and international markets during the different periods throughout the year in order to achieve the budget.
 Handling major accounts of the hotel in order to secure the flow of business and maintain their loyalty towards the hotel.
 Assisting the G.M in operation and replacing the GM during his vacations
 Participate in international trade shows.
 Creating the Ultra All Inclusive system of Sofitel Hurghada
 Handling the Russian business of all Accor resorts (Hurghada & Sharm)
 Preparing the marketing plan and the hotel budget

Assistant Director of Sales at Rotana Hotel Management Corporation PJSC

• Egypt - Cairo
• December 2001 to September 2007

Rotana Hotels & Resorts - Egypt January 2002 to September 2007 Asst. Sales Manager Sales Manager Business Development Manager Assistant Director of Sales Duties & Responsibilities:  Re-branding team member  Worked closely with the GM in order to de-brand and re-brand with the a new belief system, new strategies and policies  In charge of Sales & business development of Hurghada property  In charge of the Russian market for all Egypt Rotana properties (SSH & Hurg.) Grand Rotana Resort - SSH- (559 rooms), Coral Beach Rotana Tiran - SSH- (367 rooms) Coral Beach Montaza - Rotana -SSH - (225 rooms), Coral Beach Rotana Hurghada - (320 rooms)  Reporting to the G.M and the Area Director of Sales and Marketing  Responsible to assist in leading and supervising the sales team,  oversee the day to day sales activities  implement action plans and accomplish goals and set targets  Generate and maintain major accounts and assigned segments through various sales activities (face to face sales calls, telephone calls, entertainment, sight inspections, etc.)  Ensure thorough and complete coverage of sales team for a comprehensive client servicing  achieving targets and maximum productivity  Set up all sales objectives, action plans and team’s targets  Ensure that selling strategies are adhered to during negotiations and maximizes up selling opportunities of sales team  Review direct competition and ensure complete awareness by all sales team of competitor’s activities at all times  Consolidate month end sales report applicable information  Actively involved in the preparation of the marketing plan as requested by Superiors  Actively participate in achieving hotel’s budgets especially rooms’ budget  Handling major accounts of the hotels in order to secure the flow of business and maintain their loyalty towards the hotel.  Participate in international trade shows  Creating the All Inclusive system of Coral Beach Hurghada  Handling the Russian business of all Rotana Hotels (Hurghada & Sharm El Sheikh)  Create and maintain a qualified and effective team of reservation  Ensure that sales and pricing strategies are based on sound commercial judgment through effective analysis and reporting  Ensure professional and efficient utilization of all systems, in line with company best practices and standard operating procedures  Ensure effective information gathering and analysis is conducted in order to identify and maximize on all possible opportunities and minimize any risks  Integrate with other functions to ensure we exceed our customer’s, owner’s and shareholder expectations  Ensure high quality of revenue management processes and communications is applied consistently

Front office, accounting departments at Turin Hotels International

• Egypt - Hurghada
• June 1991 to December 2001

Coral Beach Hurghada, Turin Hotels International - 320 rooms - 4 stars
From May 1991 to Dec. 2001
 Front Office Shift Leader
 Front Office Senior Shift Leader
 Asst. FOM
 Night Auditor
 Accounts Receivable
 Asst. Credit Manager
 Credit Manager

(Front Office summery of duties)
Providing at all times an excellent guest service, maintaining high standards and consistency of outstanding customer service, monitoring of all Front Desk-related tasks supervising and coaching the front office team members
 Reading the logbook daily and take action accordingly
 Take regular part in meetings and shift handovers.
 Cooperate with employees from all departments
 Welcome and escort of all VIP guests (VIP Levels ) and very regular guests,
 taking account of the established standards (choice of suitable room, completion of bookings and entry into the computer, handover of the room pass and the key,
 safeguarding payment, luggage organization
 coordination with the HK manager
 Supervise the appropriate appearance of Team Members according to the dress code standards
 Maintain tidiness in the building and clothing in the department.
 Undertake regular inspections in the reception and hall area to ensure that the installations and equipment are in a clean, perfect condition, well maintained and replaced / renewed as required.
 Ensure good co-operation and regular exchange of information with all departments
 Joint responsibility for maintaining standards, revise these regularly and guarantee that these are upheld by targeted training.
 Supporting the Team Coach in his tasks
 Taking part in Communication Meetings on a regular basis.

(Accounts Receivable summer of duties)
Coordinate credit and collection efforts sufficient to maintain company standards in Accounts Receivable and Credit Manager
 Transfer City Ledger and Credit Cards daily from Guest Ledger to City Ledger.
 Check Credit Card documentation on completeness.
 Deal with Credit Card complaint.
 Check PM and open folio accounts daily.
 Send Group and Transient invoices with respective back up information on a daily basis
 Responsible to post NoShow and Late Cancellation when requested through Reservation or Event
 Post all charges, rebates, etc.
 Verify Banquet Summary, including auditing and checking for
 Attend in all mandatory meetings.
 On-the-job-training with trainees.
 Perform audits as requested by DOF.

 Take over daily work of Accounts Payable clerk/ General Cashier in its absence.

(Credit Manager summery of duties)
Enforce and maintain credit and collection policies and procedures to maximize hotel profitability through reducing bad debt exposure and improving working capital.
Ensure adherence to the hotel's credit policy
 Reports directly to and communicates with the Director of Finance and Business Support on all matters pertaining to credit and collection of guest and city ledger accounts
 Cooperates, coordinates and communicates with T/A’s and hotel departments in matters concerning issuance of credit, follow up outstanding accounts and assisting with credit requirements
 Liaises closely with the City Ledger Supervisor in reviewing and maintaining the Aged Trial Balance of Accounts Receivable
 Monitors the special billing arrangements for groups and conventions as required to ensure that postings are in line with customer requirements
 Reviews city ledger daily for correct postings of charges and take corrective action where necessary
 Monitor and pursue collection of overdue accounts
 Assists in control and collection of outstanding guest and city ledger accounts
 and access, for all contracts, leases and other financial records
 Maintains professional and technical competence