Manager
Abu Dhabi Country Club
Total years of experience :19 years, 4 Months
Heading the front office and recreation division by effectively managing a team of 60+ employees to ensure
high standards of customer service and quality.
• Monitor the level of service provided by the department by analyzing the Guest satisfaction repots;
constantly striving to improve results; Improve CRM, customer services and retention of clients.
• Participating in decisions involving targets, budgets, marketing strategies and development of rates
• Manage, develop, coach, and motivate the team to develop and enhance their skills to ensure high
standards of professionalism while achieving the monthly sales targets and KPI’s.
• Direct, establish, maintain, and plan overall policies, strategies, and goals for business development.
• Responsible for setting internal operation guidelines and corporate values in accordance with the brand
standards
• Developing growth strategies at Abu Dhabi Country Club and new business opportunities in the health and
fitness market space via direct customer contact, corporate collaborations, trainings, service development
and support for the team.
• Oversee & develop a customer database and awareness of the club (awareness campaigns, sports, and
social events etc.)
• Oversee & plan for corporate deals for government and private entities
• Manage and implement business collaborations and new business projects.
• Create sustainable competitive advantage through strategic positioning and expansion.
• Prepare daily, weekly, and monthly revenue reports to plan strategies to increase revenues.
• Prepare annual budgets and forecasted revenues. Control and analyze department cost to ensure high
performance against budget to produce positive business results.
• Interact with guests and members. Maintain membership retention and develop strategies to increase
membership numbers. Keep up to date membership records.
• Handle every complaint/ suggestion and feedback from members and guests with positive attitude and
promptness.
• Being the point of contact for VIP’s, officials, and diplomats.
• Liaise with all other departments to ensure a daily smooth operation.
• Lead interviews and assist HR Dept. for the recruitment of staff.
• Undertake and achieve specific objectives as agreed with the Board of Directors
• Directly reporting to the General Manager and Member of the Board of Directors.
Deliver excellent customer service at all times. Deal with all inquiries in a professional and courteous
manner.
• Ensure guest receive prompt attention and personal recognition throughout their stay in the hotel, respond
to guest needs and resolve any issue that may arise resulting in highest possible guest satisfaction.
• Inform the management via reports about the results of trends of guest impression and problems in the
hotel affecting the guest or the operation.
• Administer all reservations, cancelations, and no-shows in line with the company policy.
• Interacting with guests to check their stay and get their feedbacks and suggestions.
• Conduct regular security checks throughout the day and report any issues. Provide reports as required by
management.
• Coach and support team members to ensure they are in line with the company standards of customer service.
• Demonstrate proactive leadership qualities in daily operation and in long term visioning.
• Develop strong working relationships with other departments to ensure teamwork and communication are at an
optimum.
• Perform any additional tasks or projects as required.
• Assisting the front office manager to complete all activities related to front desk operation ensuring the company
standards are meet.
• Developing agreed standards within the font office and guest relation department.
• Plan and organize the work, monitor the task of personnel, and set goals and plans to improve the service
standards in the department.
• Keep the team focused on achieving the same goals by communication how their work aligns with the company
vision.
• Build rapport and trust with the team and with the customers.
• Maintain and develop operating procedures and ensure front office colleagues adhere to the correct procedure
as laid down in the operating manual.
• Set a high example regarding punctuality, appearance, performance, attitude, leadership, guest observance and
loyalty.
• Plan and prepare working schedules.
• Prepare and maintain documents, reports and records as per the front office manager requirements.
• Fulfill all reasonable requests from guests to ensure their comfort, satisfaction, and safety.
• Oversee and coordinate all arrivals and departures, allocating rooms and briefing the team accordingly.
Advise customers on communication plans and devices preparing contract documentation.
• Develop new business opportunities. Seek opportunities and tactical strategies that assist in achieving the
monthly targets and the organization business objectives.
• Managing customer database and handling all payments/plans. Monitoring revenues and keeping reports for
the same.
• Leverage my abilities to build networks, which help me, stay connected with clients and potential prospects.
• Deliver customer service excellence by approaching clients with integrity and professionalism.
• Managing the personnel, train and motivate the team to achieve company targets. Actively involved in the daily
operation of in more than 7 Vodafone shop locations.
• Exhibit a professional demeanor through appearance and by maintain a positive attitude towards team
members and clients.
• Oversee purchasing and inventory control and adherence to the yearly budget to achieve profits.
• Prospecting and analyzing the market to increase revenues and market share. Complete a wide range of other
sales and administrative tasks required to ensure a successful unit.
courses: Hotel Management • Team leadership