Front office manager
Helnan International Hotels
Total years of experience :14 years, 1 Months
Front office manager
June 2012 - now
Restaurant, Room Service and Mini bar Manager (Acting in Assistant Food and Beverage Manager Role)
• In my current position, I am responsible for all day dining operations represented in the 24 hours main dining room as well as another restaurant that operates breakfast and private lunch or dinner buffets
• Directly handling the in room dining (room service) catering for the 340 currently sellable rooms in historical palace plus garden rooms. The hotel has 420 rooms running phased renovations
• Directly handling the mini bar of two hotel sections (historical palace and garden rooms)
• Participating in planning, organizing and monitoring the pre opening and soft opening of the new outlets either renovated or newly constructed
• Keeping and tracking a well maintained guest profile system that deals with preferences, inconveniences and guest complaints
• Participating in setting departmental goals, manpower, staff activates and disputes handlings
• Has the ability to develop and maintain an elegantly appointed environment, with superior staff, dedicated to an attentive, distinctive experience for all dining periods.
• Has the ability to hire, train, supervise and discipline all outlet staff.
• Has the ability to maintain a friendly yet unobtrusive manner with all guests.
• Has the ability to possess a management ability that ensures a successful handling of the outlets
• Has the ability to control reservations and seating of the outlet with regards to service standards.
• Has the ability to ensure the correct and consistent service techniques for various meal periods will be demonstrated by all staff members.
• Has the ability to anticipate, in advance, all materials and supplies and assure their availability.
• Has the ability to control usage of all food and beverage items and appropriate usage of equipment, tools and service equipment.
• Has the ability to observe daily conditions of all physical facilities and equipment in the outlets; makes recommendations for corrections and improvements as needed.
• Has the ability to prepare staff schedules, which allow for appropriate service while controlling labor costs and overtime.
• Has the ability to communicate with other departments to ensure a supporting team of professionals.
• Has the ability to communicate with the Chef, Director of Restaurants and Food and Beverage Director to discuss menus, marketing strategies and guest comments and concerns.
• Has the ability to ensure a safe working environment for all employees within the outlet.
• Has the ability to forecast covers and revenues and then schedules accordingly.
• Has the ability to develop all staff for future advancement. The ability to recommend salary adjustments, transfers, promotions and dismissals.
Jan 2010- June 2012
Assistant Manager Food and Beverage (all day dining)
Khan El-Khalili Restaurant
The hub of the pyramid visitors during lunch time, meanwhile it is the main dining option for residents for dinner. The main breakfast and ala carte service outlet. First option to non resident clients for making private events in Churchill garden adjacent.
Duties and Responsibilities
• Achieving restaurant operational objectives with 2 assistants and 50 team members by ensuring that restaurants operate efficiently and profitably while maintaining the reputation, guests' expectations and the company standard
• Taking responsibility for the business performance of the restaurant's competitiveness and profitability with regards to APC, covers and revenue contribution
• Organizing marketing activities, such as promotional events and discount schemes.
• Planning and coordinating menus with kitchen team
• Maintaining high standards of quality control, hygiene, and health and safety
• Hiring, training, supervise, managing and disciplining all outlet staff and providing them with feedback
• Resources management by observing daily conditions of all physical facilities and equipment in the outlets; makes recommendations for corrections and improvements as needed
• Handling a high profile events to business men and big corporate events happen in Churchill garden attached to the restaurant
• With all operations efforts, able to perform all administrative, office work skills and delegates duties efficiently
July 2008 - Jan 2010
(Duty Manager) (Guest Services Manager) (Night Manager)
Duties and Responsibilities
Guests and team
• Deliver consistently outstanding service and create unforgettable moments with visible presence in the lobby at all times
• Ensure that all guest complaints are dealt with promptly, efficiently and professionally with complete follow-up so guests leave and return with a good impression of the hotel
• Work with all team members in a professional and courteous manner.
• Proactively support team members, offering suggestions and taking initiative and ownership of actions.
• Participate in hotel-directed training and development programs
• Assist with development and coaching of team members
Profit and quality
• Maximize sales and revenue for the hotel
• Possess the knowledge of the requirements and carry out all duties in accordance with the hotel's occupational health, fire and safety regulations
• Promote and up-sell products and services offered by the hotel
• Maintain personal appearance and hygiene in accordance with company policies
• Perform daily quality control checks including, rate discrepancy, credit check, routing, arrival, and room & rate change reports
• Maintain a proper guest history system for profiling purposes
July 2006- May 2008
Joined the Oberoi Center of Learning and Development in India, a very well known hotel management academy, spent 2 years divided into academic component and professional experience at different hotel brands within the Oberoi group. The course is divided as follow: Foundation stage
• Academic component 14 weeks basic studies of hotel functions
• Professional experience at Trident Hilton Chennai (currently known as Trident Chennai) 18 weeks on the job training in kitchen, food and beverage service
Intermediate stage
• Academic component 14 weeks of studies and research
• Professional experience at The Oberoi Cecil (an Oberoi resort located at the majestic Himalayas), 22 weeks on the job training includes front office, food and beverage service, housekeeping, accounting and engineering
Executive stage
• Academic component 14 weeks projects and simulations
• Professional experience at The Oberoi New Delhi, 12 weeks doing understudy in food and beverage department as well as rooms division during which I was assigned a manager to shadow and observe what he does on a daily basis
• June 2006- June 2008: Post graduate diploma in guest services management, The Oberoi Centre of Learning and Development (A part of the Oberoi group: 7, Sham Nath Marg, Delhi-110 054. telephone:+91 23890505. www.oberoihotels.com) India
• Certified departmental trainer by The Oberoi Center of Learning and Development Profile and Key skills • Junior hospitality professional, well versed with all operations and functions related to hotel management with managerial experience of 8 years • Exposure to a wide range of responsibilities (fully detailed below) • High caliber professionalism in building relations and natural flair for interacting with people • Excellent communication, inter-personal, relationship management and problem solving skills with the ability to work in multi cultural environment • Adaptability & integrity with a good attention to detail • Hard working, punctual, ambitious, a quick learner, self motivated, work effectively under pressure, and responsibility taker • Solid knowledge of all financial aspects related to hotel operations due to educational background • Mother tongue Arabic, very good command of spoken and written English and fair command of French
• September 2000- June 2004: BSc in Accounting and Auditing, Faculty of Commerce, English Section, Zagazig University (Grade: Good)