Operation Manager
Faris Villas Resort
مجموع سنوات الخبرة :15 years, 8 أشهر
Faris Villas Resort Al-Khairan Kuwait
From Nov 2017 to Mar 2020
350 Rooms (70 Villas), 7 Large Swimming Pools,
Inside and Outside 49 Type Games
Health Club, Spa, Café
Resort Operation Manager
Managing Departments: Front office, Maintenance, Housekeeping, Security, Purchasing
• Ensure positive Guest experiences by maintaining high-quality facilities and remedying problems. At the resort, do conduct rooms, kitchen, and grounds inspections to make sure that they are all up to code.
• Revenue generation-Exceeded established operating income goals.
• Developed a guest services training program that empowered staff to immediately solve guest issues, reduced guest complaints/issues, and increased guest satisfaction metrics to 90% favorable comments.
• Made property improvements in the areas keep maintain maintenance standard, (conditioning, plumbing, swimming pools, Room, public areas, lobby, games areas, landscaping.
• Established SOP for housekeeping/ Front office/ Maintenance/ Security / purchasing departments to make sure standard always up to level.
• Maintained assets inventory, Proper Procedure for the resort association.
• Organized front desk, engineering and executive offices to improve efficiency.
• Developed marketing plan and Social Media (Instagram, Facebook, tweeter) etc., referral awards program that raised occupancy percent.
• To Monitoring Electrical and Water Consumption to minimize monthly expenses.
• Ensure that Employees are well trained in their jobs and are well groomed and uniformed at all the times on duty.
• Be available to meet with guests to help Department Heads to deal with discerning or unsatisfied guest’s feedback comments.
• Represent the General Manager in meeting guest’s situation unable to do so.
• Ensures that all Resort records and forms are prescribed by Resort’s SOPs and policies of the company are maintained as described in the Quality Management System.
• Ensure all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company/Resort policies and procedures.
• Sign all financial documents in the absence of the General Manager.
• Review all department’s purchase order and approved.
• Collate and analyses the revenue generation trends of the Resort, in order to identify critical areas for revenue enhancement.
• Ensures that all Department Operational Budgets are strictly adhered.
• Delegates responsibilities appropriately.
• Ensures do fairly and objectivity in decision-making to welfare of Resort and Guests.
• To ensure all employees within the department act a friendly, courteous and professional service at all times.
• To assist in the training of employees within the department ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.
• To conduct and contribute to regular departmental communications meetings ensuring objectives are reviewed and results monitored and minutes recorded.
Intercontinental Hotels Group (Employees 1352)
From Mar 2015 to Nov 2017
Crowne Plaza Al Thuraya City Kuwait 300 Rooms - 8 restaurants - 4 banquet halls - 20 meeting rooms - 10000 square meters of leisure facilities including Health Club and SPA - In addition to managing 22 restaurants outside the hotel in various shopping malls and other locations. Total number of work force 1300 associates, Re-brand the existing Crowne Plaza into Holiday Inn, open of the new Crowne Plaza and kick-off with the Intercontinental (all 3 hotels connected to each other) and establish a shared services for all 3 hotels.
Cluster Duty Manager
• Oversees and directs the smoothness and efficiency of the hotel and front office operations, while acting as a liaison between management and guests to ensure maximum guest satisfaction.
Main Duties:
• Oversees and directs the smoothness and efficiency of the hotel and front office operations, while acting as a liaison between management and guests to ensure maximum guest satisfaction.
• Supervises all front desk services and personnel to ensure guests receive prompt, cordial, efficient and personalized service.
• Maintains smooth relationships between management and guests by attending to guest complaints, requests and inquiries and by seeing the accommodation and transportation of overflow guests in case of full occupancy.
• Prepares front office statistical reports as required by Front Office Manager.
• Frequently reviews the arrival report, thus ensuring all VIPs and special request rooms are blocked. Escort VIP guests to their rooms in the absence of Guest Relation Manager.
• Makes necessary round of the entire hotel property and inspects, as outlined in duty manager’s check list and makes recommendations to management.
• Authorizes rate and room changes, paid outs, rebates, cash advances, acceptance of cheques, on basis of established procedures.
• Maintains the grand master and emergency key when necessary and records in log books.
• Coordinates with security in the investigations of irregularities and undesirable guests, assists with filling out loss and incident report according to company policy.
• Coordinates with housekeeping in checking room discrepancies and DND.
• Assists in promoting inter-hotel sales and in-house facilities.
• Frequently checks the due outs and coordinates with Front Office cashier in handling guest’s problems upon check out.
• Checks and initials registration cards of check in guest.
• Authorizes acceptance of walk ins/ extensions on busy days.
• Accompanies authorized personnel to store rooms in absence of storeroom staff, signs the requisitions covering the items taken and records in log book.
• Performs all front desk and concierge duties when business demands.
• Maintains appropriate standards of dress, hygiene, uniforms, appearance.
Cluster HR Accommodation Manager
From Mar 2011 to Nov 2015
Financial Returns:
• Assist in the creation of and work within the established Human Resources department budget and control expenses.
• Handling 850 colleagues (37 Nationalities).
• Monitor staffing to manage costs.
Agility Logistics Company (US Army Project)
From 2004 to 2011
QA/QC and Operation Supervisor:
• Overall responsible for all transport assets, Traffic department (Renewal, Transfer, Replacement), vehicle allotment and
transfer in different projects.
• Responsible to ensure introduction of systems / measures towards improvement in logistics & assets control.
• Coordinate development and maintenance of supporting policies, procedures, and training programs.
• Liaising with departments in preparation of standard operation procedures (SOP).
• Preparing of monthly newsletters and reports reflecting the planning, achievements, and activities of department.
• Establish daily report and continually monitor the status of 4000 Vehicles of the company assets in the workshops
and/or involved in accidents and incidents. Follow up estimates for repair (where necessary) and finalize with concerned
manager accordingly based on combination of market value/most economical/best value for money/in commission lead
time.
• Establish and develop a programmer to ensure that all assets, as per Divisional requirements, are Mission Capable i.e. fit
for purpose, registered and insured, and appropriately badge (by contract/customer) and maintaining a minimum
availability rate of 95%.
• Maintain daily report carrying on observation the status of all divisions’ vehicles under workshop for running service.
• Traffic dept records have valid insurance registration (RC-book) of our vehicles and concerned of missing & lost any RCS
& plate # &licensee to ensure of replacing it with the fine for the one causes it.
• Monitoring all the assets disposal assets for sailing it with the official documents and the official approval from our (HO)
before sending it outside out site.
• To prepare all Registrations Renewal and Replacement Registration for the vehicle passing as requested by relative fleet
officers.
• To keep the maintenance standard satisfying to Traffic Police Department.
• To creating Mission (Hub or Destination) Daily, Weekly & monthly reporting by using of MT (Micro Transport) software.
• To Preparing Daily, Weekly & Monthly progress reporting.
• To creating or closing inspection work order in Maximo Software.
• To keep inspection of trucks quality and assurance when come back from Mission in our Post Mission Department.
• Monitor and comply the Safety rules, regulations and Equipment Being a Safety Coordinator.
• Arrange Emergency Evacuation Drill on Bi-Annual basis.
• Arrangement and Updating Fire Extinguishers, First Aid Boxes and PPEs.
• To minimize losses during repairing while maintaining high standards of quality of work and company satisfaction.
• To Develop the Documentation relevant to each specialize system.
• Observing physical condition of work and the work practices and procedure followed by inspector in our pre-Mission
department.
• To look after work process and standardize the process parameters according to the US Military.
• Maintaining safe working environment and conducting safety awareness drive by the staff
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