أيمن القيسي

Rebranding from Al Manshar Rotana Kuwait

(preopening team)
• In charge of Front Office, Reception, Concierge, Valet, Communication, Business centre, Executive Lounge, Recreation, Guest Service (35 employee).
• Took part in preparing policies and procedures.
• Monitor the competition hotels online presence and behaviour to benchmark and implement the required strategy.
• Listen to Guest feedback and be flexible to tune in the procedures and logistics to create an efficient operating structure.
• Build up a win situation with each guest and decision makers.
• Direct, coach, support, supervise and evaluate the performance of all direct reports.
• Budgeting, saving coasts activities.
• Monitor Guest service standards, Training Needs and reduce wastage and expenses.
• Meet and escort VVIP’S guest and ensure that all services meet high standards as well as liaise with relevant department regarding the arrival time and make sure all amenities placed.
• Assist subordinates during peak periods.
• Ensure that the guest history records are updated all times.
• Establish schedules for receptionists in time and properly according to the operation needs.
• Maximizes hotel revenue by controlling room inventory, group blocking, and packages, up selling to higher room categories, reinforcing the late charge policy to maximize REVPAR.
• Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations
• Reporting direct to the general manager.

In charge of Front Office, Reception, Concierge, Valet, Communication, Business center, Executive Lounge, Recreation, Guest Service.( 65 employees)
• Took part in preparing policies and procedures
• Manage the Selling Strategy with the objective of maximizing Revenue by monitoring the different segments.
• Monitor the competition Hotels online presence and behavior to benchmark and implement the required strategy.
• Listen to Guest feedback and be flexible to tune in the procedures and logistics to create an efficient operating structure.
• Build up a win situation with each guest and decision makers.
• Direct, coach, support, supervise and evaluate the performance of all direct reports.
• Budgeting, saving coasts activities.
• Monitor Guest service standards, Training Needs and reduce wastage and expenses.
• Assisted in creating new structure of Front Office.
• Meet and escort VVIP’S guest and ensure that all services meet high standards as well as liaise with relevant department regarding the arrival time and make sure all amenities placed.
• Assist subordinates during peak periods.
• Advise the Dir.R.D of the updated reservation status.
• recommends new measures of front office operations to the Dir.R.D.
• Ensure that the guest history records are updated all times.
• On call 24 hours in case of Emergency.

• In charge of Front Office, Reception, Concierge, Valet, Guest relations, Operator, and Reservation Departments and 50 employees. Hotel has 600 rooms - 60 suits and 540 rooms, 6 F & B outlets, large public area, Banquet facilities for up to 10 000 guests, vast recreation facilities, etc.
• Directs Front Office Operations such as checking in, checking out and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests’ needs
• Trains, develops and manages the performance of direct subordinates to ensure the efficient running of front office operations
• Maximizes hotel revenue by controlling room inventory, group blocking, packages, up selling to higher room categories, reinforcing the late charge policy to maximize REVPAR
• Keeps abreast of all hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all front office staff is able to answer guest requests and questions
• Ensure that all billing methods are properly implemented and department report and correspondence are completed punctually and accurately
• Report day to day operation to Dir.RD.
• Establish schedules for receptionists in time and properly according to the operation needs

• Ensure the smooth and efficient operation of the Front Office Department and all related Guest Services achieving maximum Quality
• Guest’s satisfaction and Sales and adhering standards of services required by the organization
• Supervise all Front Desk employees
• Allocate Work and resources effectively
• Organize and run effective team briefings, consistently process administrative
• Activities
• Comply with all laid down systems and procedures
• Contribute to the development of departmental goals by Analyzing the needs of Operation
• Ensure all guest’s comments and complaints are recorded and reported to the F.O.M
• Ensure the all VIP’S and repeat Guest are pre-registered
• Ensure that all incoming reservation for the day match the necessary accommodation and accordingly they are blocked in advance

2005- 2007 Assistant Front Office
Riviera Hotels & Resorts- Hotel (5 stars property)
Beirut, Lebanon
Company Industry: Hospitality
Job Role: Management
Ensure the smooth and efficient operation of the Front Office
Department and all related Guest Services achieving maximum Quality
Guests satisfaction and Sales, and adhering standards of services required by
The Organization.
Supervise all Front Desk employees
Allocate Work and resources effectively
Organize and run effective team briefings, consistently process administrative activities
Comply with all laid down systems and procedures
Contribute to the development of departmental goals by Analyzing the needs of Operation

2004-2005 Front Office Supervisor
Riviera Hotels & Resorts- Hotel (5 stars property)
Beirut, Lebanon
Company Industry: Hospitality
Job Role: Customer Service
Supervise front desk day to day operation
Provide support training and feedback to Guest Service Agents
Sell guestrooms; register guests and design guestrooms
Coordinate guest services
Provide information
Maintain accurate room statistics, and room key inventories
Maintain guest account statements and complete proper financial settlements

2003 - 2004: Front Office Agent
Monroe Hotel (5 stars property)
Beirut, Lebanon
Company Industry: Hospitality
Job Role: Customer Service
Reporting to F.O.M, responsible for guest registration process,
& communicating the hotel services & promotions.
Updating guests history profiles, maintaining guest folios
Coordinating on job training sessions for all new Front office Employees

2002 - 2003: Front Office Agent (5 stars property)
Holiday Inn
Beirut, Lebanon
Company Industry: Hospitality
Job Role: Customer Service

2001 -2002: Front Office Agent (Trainee)
Marriott Hotel
Beirut, Lebanon
Company Industry: Hospitality
Job Role: Customer Service