Executive Assistant Manager
Serena Hotel
مجموع سنوات الخبرة :29 years, 9 أشهر
Working in conjunction with the General Manager to actively manage key property issues (including capital projects; customer service; refurbishment)
Oversees all aspects of Property Management in accordance with Company mission statement, including maximization of financial performance, guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of all hotel staff.
Implement company programmes and manage the operations of the hotel consistently with local laws and regulation, Hotel’s Policies and Procedures and standards to ensure a high level of service quality and guest satisfaction.
Creates an operating environment that assures consistent guest satisfaction.
Ensure that costs are controlled throughout the operational departments and results are analysed regularly to highlight problem areas and take appropriate action
Monitors the performance of the hotel through verification and analysis of guest satisfaction systems and financial reports. Initiates corrective action.
Maintains product and service quality standards by conducting ongoing evaluations and investigating complaints. Initiates corrective action.
Develops accurate and aggressive long and short-range financial objectives consistent with the Company's mission statement.
Prepares financial reports for management that clearly explain operational effectiveness, trends and variances.
Establishes and maintains a pro-active human resource function to ensure employee motivation, training and development, wage and benefits administration, and compliance with established labor regulations.
Maintains an appropriate level of community public affairs involvement.
Executes marketing, sales, and operational activities, producing results that meet or exceed the hotel’s business plan.
Ensures good safety practices of employees and guests, assisting in the maintenance of proper emergency and security procedures.
Establishes and maintains applicable preventive maintenance programs to protect the physical assets of the hotel.
Replace the General Manager at all times in his absence.
Director, Rooms Division
I am responsible to ensure Guest Satisfaction and smooth Rooms Division Operation of my departments i.e., Front Office, Reservation, Revenue, Housekeeping and Laundry by regular review and development of all Standard Operating Procedures in accordance with International and Leading Hotels of the World standards and their implementation of staff training for all aspect.
I have also completed the professional development training program.
o January 01, 2006 - March 31, 2006 - Trainee Front Office Manager
o October 01, 2005 - December 31, 2005 - Trainee Executive Housekeeper
o July 01, 2005 - September 30, 2005 - Trainee Banquet Manager
o January 01, 2002 - March 31, 2002 - Trainee Reservation & Revenue Manager
I am responsible for planning, directing, controlling, coordinating and participating in all activities related to Rooms Division for improvement of RevPAR and ensuring that hotel standards of room’s division operation and services are maintained for all operational components of the business.
The Guest Profile that I have been privileged to serve includes: Ambassadors / Ministers / Government Officials / Defense Four Star General / Admiral / Air Marshal / Business Delegations, Special Envoys and Head of States from visiting countries e.g. President of America / Senators / Army Generals, President of Afghanistan, Prime Minister of Turkey, Prime Minister of China, Prime Minister of Canada, President of Turkmenistan, Prime Minister of Jordon, Prime Minister of Malaysia, President of Kazakhstan, Prime Minister of India, Prime Minister of Japan, Prime Minister of Singapore, Prime Minister of Bahrain, German Chancellor, President of Srilanka, Prime Minister of Srilanka, President of Eritreia, Prime Minister of Ireland, Prime Minister of Australia, Prime Minister of Portugal, President of Turkey, UN Secretary General, Prime Minister of Indonesia, Prime Minister of Thailand, Crown Prince of Thailand, King of Saudi Arabia, Prime Minister of Bangladesh, President of Uzbekistan, President of Iran, Amer of Kuwait, Amer of Qatar, Amer of Bahrain, Prime Minister of France, Prime Minister of New Zealand, Prime Minister of Norway, Amer of UAE, Crown Prince of Qatar, Crown Prince of Bahrain, President of Turkmenistan and Foreign Minister of Germany.
I am responsible helps in budgeting process of the operating departments. Control costs by adhering to standards of operating for forecasting, budgeting, scheduling, payroll control, and other Expense Management Systems.
I am responsible to develops and implements strategies to achieve goals for Willingness to Return, Customer Complaints and Customer Comment Index.
I am responsible to achieves customer service goal by monitoring the service produced and developing and implementing strategies to achieve desired service levels.
I specialize in pre-openings and project management including:
• Critical path coordination
• Branding & rebranding projects
• Managing owner/operator relationships
• Operational CRM strategies
• Marketing, Communication and Business Development
• Enhancing and optimizing operational performance and turn-around/change management.
Responsible for Sales & Marketing of Serena Hotels.
Assistant Director, Sales & Marketing
o January 01, 2006 - March 31, 2006 - Trainee Front Office Manager
o October 01, 2005 - December 31, 2005 - Trainee Executive Housekeeper
o July 01, 2005 - September 30, 2005 - Trainee Banquet Manager
May 2002 to April 2004 Serena Hotel Islamabad, Pakistan
Senior Sales Manager
October 2001 to April 2002 Serena Hotel Islamabad, Islamabad, Pakistan
o January 01, 2002 - March 31, 2002
May, 2001 to October 2001 Serena Hotels, Pakistan
July 1999 to April 2001 Pearl Continental Hotel, Bhurban, Pakistan
Sales Manager
July 1998 to June 1999 Pearl Continental Hotel, Bhurban, Pakistan
Assistant Sales Manager
October 1996 to June 1998 Pearl Continental Hotel, Bhurban, Pakistan
Sales Executive
May 1996 to September 1996 Pearl Continental Hotel, Bhurban, Pakistan
Executive Management Trainee
December 1995 to February 1996 Marriott Hotel, Islamabad, Pakistan
Management Internee
March 1993 - January 1994 Galaxy Builders, Pakistan
Accounts Executive
June 18 - December 18, 1992 Habib Bank Limited
Management Trainee
Dates Location Name of College/Institute Degree / Diploma 1995 Mirpur, Pakistan University of Azad Kashmir Master in Business Administration
1992 Muzaffarabad, Pakistan University of Azad Kashmir Bachelor of Commerce
1989 Muzaffarabad, Pakistan Government College Higher Secondary Certificate
1987 Muzaffarabad, Pakistan Neelum Public School Secondary School Certificate
