Front Office Manager
Crowne Plaza Dubai
Total des années d'expérience :16 years, 2 Mois
* Managing, Leading, Evaluating, Training & Developing the entire FO Team
* Ensuring FO Team provides a professional and friendly service for customers
* Dealing with customers, including handling complaints when they arise
* Handling critical situations & emergencies
* Scheduling Team’s roster
* Writing & Implementing SOP’s
* Setting Upselling schemes to maximize revenues
* Monitoring and Controlling the Department Expenses
* Celebrating success of the team and recognizing their achievements
* Liaising with other departments to ensure guest satisfaction always met
* Room snagging and inspection
* Member of the Revenue & Marketing Strategy Team
* Pre Opening team
* Pre Opening preparation & setting up the FO Department
* Managing, Leading, Evaluating, Training & Developing the entire FO Team
* Ensuring FO Team provides a professional and friendly service for customers
* Dealing with customers, including handling complaints when they arise
* Handling critical situations & emergencies
* Scheduling Team’s roster
* Writing & Implementing SOP’s
* Setting Upselling schemes to maximize revenues
* Monitoring and Controlling the Department Expenses
* Celebrating success of the team and recognizing their achievements
* Liaising with other departments to ensure guest satisfaction always met
* Room snagging and inspection
* Member of the Revenue & Marketing Strategy Team
• Key advisor for our clients, analyzing current results, presenting findings and creating solutions to direct the hotels towards reaching their goals
• Driving Hotels to optimize their Revenue, through TSA Solutions and Up-selling Programs
• Driving business values by helping in designing and implementing transformational solutions
• Help clients to navigate shifting market demands, optimize their business and leverage their talent
• Analyze key metrics to develop and implement solutions for the hotel
• Provide strategic leadership to the Hotel’s functions to drive and deliver high performing solutions
• Directing the day to day operation of the Front Office Department along with the Housekeeping team
• Meeting all VIP's upon arrival and during their stay, to ensure 100% guest satisfaction
• Assisting the General Manager with the daily activities such operation’s planning, implementations and enforcement of policies and procedures
• In charge of the hotel operations in the absence of the General Manager/EAM
• Working along with the Director of Marketing on new ideas to enhance revenue and exposure
• Leading the team in all departments in developing key service standards and continuous improvement in delivering consistent high standard service
• Directing the Development Plan of all F.O. Team members and setting all required trainings for achievement
• Ensuring all guest service matters are handled proactively with positive resolution in service enhancement and recoveries
• Initiating the needed trainings to improve the service standards and guest satisfaction
• Driving revenues along with the revenue team to meet the Hotel targets
• Working along with the Sales Department, to maximize sales and revenue, to meet with the hotel budget
• Conducting monthly communication meeting and daily briefings with all team of the Front Office Department
• Conducting weekly supervisory and one to one meeting with all key personnel of the department
• Implementing the needed SOP’s for the F.O. Department, based on the department’s needs
• Conducting the Annual Performance Review for the Front Office Team
• Managing the day to day operation of the Front Office Department
• Meeting all VIP's and IHG Rewards Club members upon arrival and during their stay, to ensure 100% guest satisfaction
• Assist the General Manager with the daily activities such operation’s planning, implementations and enforcement of policies and procedures
• Leading the team in all departments in developing key service standards and continuous improvement in delivering consistent high standard service
• Initiating the Development Plan of all F.O. Team members and setting the required trainings for achievement
• Ensuring all guest service matters are handled proactively with positive resolution in service enhancement and recoveries
• Ensuring 100% Guest Satisfaction, to achieve & exceed our targets on HeartBeat (Online IHG Guest Survey System)
• Initiating the needed trainings to improve the service standards and guest satisfaction
• Driving revenues along with the revenue team to meet the Hotel targets
• Working along with the Sales Department, to maximize sales and revenue, to meet with the hotel budget
• Conducting monthly communication meeting and daily briefings with all team
• Conducting weekly supervisory and one to one meeting with all key personnel
• Implementing the needed SOP’s for the F.O. Department, based on the department’s needs
• Conducting the Annual Self Review for the Front Office & Health Club Team Members
• In charge on the day to day Health Club Operation & Promotions, including analyzing any required maintenance
• In charge on the Security Department and managing their day to day operation
Rooms Division Manager (Pre-opening)
Nassima Tower Hotel Apartments, Shk Zayed Road, Dubai, UAE - Total of 119, combination of 1, 2 & 3 Bedrooms (since
May 2011) • Reporting to GM
• Managing all departments within the rooms division, including Front Office, Housekeeping, Revenue, Sales & Marketing and Purchasing
• Assist the General Manager with the daily activities such operation's planning, implementations and enforcement of policies and procedures
• Leading the team in all departments in developing key service standards and continuous improvement in delivering consistent high standard service
• Ensuring all guest service matters are handled proactively with positive resolution in service enhancement and recoveries
• Initiating the needed trainings to improve the service standards and guest satisfaction
• Drive revenues along with the revenue team to meet targets
• Setting up the required rate strategies for the whole year's season, to meet with the hotel budget
• Monitoring the OTA's rates to ensure rate parity applied consistently
• Scheduling a regular sales calls to the top 10 corporate accounts, to maintain best business relationship
• Responsible of contracting all new corporate accounts and Travel Agencies
• Conducting monthly communication meeting and daily briefings with all team
• Conducting weekly supervisory and one to one meeting with all key personnel
• Implementing the needed SOP's for each department, based on the department's need
• Ensuring all rooms cleaned as per the Housekeeping standards
• Meeting all suppliers for the needed items of the hotel
• Handling all purchases and suppliers for all the hotel departments
Business Development Executive
Media Rotana Hotel, Dubai, UAE - 5 stars with 441 Rooms, Suits & Apartments, three Outlets & one English bar (Nov. 2010 - Apr. 2011)
• Reporting to Director of Business Development
• Maintained the existed accounts business and ensuring to direct the maximum of their business to the hotel
• Visited all existing corporate accounts through daily sales calls on regular basis
• Added new corporate accounts to the hotel and ensured good production
• Maintained at all times up to date information on competitor's rates, promotions and strategies
• Conducted show-around of the hotel's facilities and services for clients and new added companies
• Attended property's daily briefing, weekly Sales meetings with the GM, Revenue and Credit Meetings
Front Desk Manager (Pre-opening)
Media Rotana Hotel, Dubai, UAE - 5 stars with 441 Rooms, Suits & Apartments, three Outlets & one English bar (Jun. 2008 - Oct. 2010)
• Reporting to Director of Front office
• Managing the day to day operation at the front desk
• Ensuring the hotel standards applied at all times
• Ensuring the team awareness of all hotel promotions and activities
• Ensuring the team awareness of product knowledge
• Ensuring all team performing according to the company standard of performance
• Conducting yearly & midyear reviews to all Reception & Tel. Operators Team
• Conducting daily briefings
• Meet & Greet VIPs, escort and familiarize them with their room and hotel facilities and services
• Handling guest complaints and needs
• Planning conducting the required training, to maintain high service standards at all times
• Monitoring the guest high balance/credit limit report at all times
• Applying the LQA (Leading Quality Assurance) standards among all the team
Night Manager
Carlton Tower Hotel, Dubai, UAE - 4 stars with 163 Rooms & Suites; 6 Restaurants and Night Clubs (Mar. 2007 - Apr. 2008)
• Reporting to Rooms Division Manager & GM
• Managing the day to day operation at the front desk during the night shift
• Monitoring the operation of all Restaurants and Night Clubs
• Ensuring all outlet in charges are adhering the rules & regulations of the county
• Handling guest complaints (Rooms, Restaurants & Night Clubs) and their special requests
• Maintaining effective communication with all related departments during night shift to ensure smooth service
delivery
Night Manager
Al Ain Rotana Hotel, Al Ain, UAE - 5 stars with 201 Rooms, Suites, Chalets & Villas and 7 Restaurants & Bars (Aug. 2003 - Feb. 2007)
• Reporting to the Front Office Manager
• Joined as Receptionist, promoted to Shift Leader in mid 2004 and to Night Manager in mid 2005
• Managing the day to day operation at the front desk during the night shift
• Over looking on the entire Hotel operation during the night, including 5 outlet
• Ensuring all outlet in charges are adhering the rules & regulations of the county
• Handling guest complaints and special requests
• Preparing the daily & monthly Front Office Report
• Hotel Management in Hospitality & Tourism College Damascus, Syria 1999 - 2003
