Front office Manager
Hilton Dubai Creek
Total des années d'expérience :27 years, 5 Mois
Sales: working closely with DOS updating on new accounts guest satisfaction, collecting business cards from arrival guest to be contacted if interested for corporate rate, joining in sales calls to work closely with contact person in companies building relationship, looking for new companies to inform the sales team
Marketing:having weekly meeting to monitor and check Facebook page and trip advisor, working together to create new packages to advertise about the hotel together with revenue team, updating the web pages whenever possible
Revenue: working closely on daily basis monitoring rates and pick up for occupancy, meeting weekly to get updates on future forecast and to find possible ways to improve it comparing to last year, creating new packages to get more business, get the best possible upselling at the reception desk to increase the revenue
F&B: working together to improve F&B income by having upselling program for concierge and reception to get booking for in house guest on daily basis, giving feedback from guest with regards to menu for the restaurant, new ideas for new menus based on menu engineering, updating online pre orders for the guest to order before arrivals to have it ready in his room once they arrives
Housekeeping: working on daily basis making sure communications between the department are up to date, solving any issues by having meeting together with chief engineer and executive housekeeping on weekly basis, making sure VIP guest profiles are been used and followed, looking for new ways to improve standards followed in the room
Engineering: Looking after hotel projects for renovation and upgrading the facilities, Executive Lounge, Gym, Suites, making sure hotel improvement planner for the hotel is been done and followed by all department
Accounts: making sure on daily basis reports are done, monitoring departmental spending and having reports to assist gathering information for the monthly profit and lost report
GYM: in charge of the GYM and had to refresh the gym with new equipment based on Hilton Brand standard
Security: in charge of security department and CCTV operation, updating it as per the instruction of police department, doing travel agent and airline safety inspection
Concierge and drivers: making sure they are aware of all new updates in the city, drivers are all aware of new routes, cars and guest pick up is up to standard
Operations: in charge of the inspection from Dubai municipality monthly check, as well for the yearly licence renewalinspection as per the new guidelines from the Dubai tourism making sure all is up to standard
In charge of the audit with the Hilton quality assurance manager every 6 months
Looking after all complains and making sure is been resolved
Restructure of the front office department
Making sure all up to date with global standard
Following latest operational excellence by looking differently in all aspects of the work flow to work smartly
Having daily meeting with the managers in the department for hand over and follow up
Doubletree By Hilton Marjan Island - 485 rooms
Front Office Manager pre-opening October 2013 - July 2014
Sales:resort configuration for room types and selling strategy working closely with revenue team, getting all information about new contracts to make sure all is been followed as per the contracts from each company or agent
Marketing: making sure the resort is on the map and all channels are running for the hotel. Creating resort map for the guest to ease their direction and to be used for advertising
Revenue: making sure all rooms categories been updated correctly in the system and as well identifying room categories based on location and size, having new upselling strategy for the reception
F&B: assisting for the resort pre-opening restaurant giving daily feedback and making sure it is up to standard based on travel agents contracts. Creating info board for the guest together with F&B manager to advertise resort products
Engineering : assisting the chief engineer inspecting rooms making sure all is working in the room and that telephone lines are correctly installed and tv channels working as per the list, creating the reception desk and finding the best possible style to have the operation going smoothly
Accounts: generating all SOP together with chief accounts concerning account policy making sure is up to standard
Housekeeping: applying Hilton brand standard design for preopening resorts for front office and housekeeping, assisting in global brand standard as for in room configuration
Operations:hiring full team for the front office department 60 team members.
Setting up back office and reception desk for operation, setting up department goals and standard operating procedures
Operating System configuration for the resort as installation champion
Managing guest relation team, making sure the receptionists are well trained for operations
Training all managers with Hilton brand standards
Full in charge of soft opening
Hilton RasAlkhaima Resort & Spa - 475 rooms
Looking for improvement in resort upselling, improving relations with other department
Making sure all team are up to date with new standards and following Hilton operating standard, resolving all guest complains, having daily meetings with housekeeping, looking over concierge, guest relation, reception and operators
828 rooms
•In charge of the whole operation of Grand Hotel, including preparation of ”Prevent Maintenance Programme”, reshaping of the gardens and landscape, setting up security procedures, organising animation programmes, planning the rooms renovation on a regular basis.
•Managing the Duty Managers, including their recruitment and training
•Preparation of the employee budget for all departments
•Leading daily morning meetings for Head of Departments in a multinational team
•Executive Management in all Red Sea Hotel properties:
GRAND RESORT; 828 rooms, 5*deluxe RESORT, app. 1250 employees, Mar - Apr 03
SIVA GRAND BEACH; 550 rooms, 4* RESORT, app. 650 employees; May - Jun 03
GRAND HOTEL; 549 rooms, 4* RESORT, app. 650 employees
Asset Management in SIVA Grand Beach; 550 rooms, 4*deluxe,
Jun - Sep 03
Aug 99 - Feb 2000, 260 rm
•Managing a team of 20 members, including Bellmen, Reception, Guest Relations, Telephone Operator andReservations
•Handling the Sales department of the Hotel
•Responsible for Travel Agent contracts
255 rooms
•In charge of smooth operation in the Executive Towers and the main reception
•Responsible for "on-the-job" trainings for all receptionists
•Taking over the duties of the Asst. Manager in his absence
•Responsible for Guest Relations of VIPs, their check-in/check-out, amenities and ensuring that their stay is of utmost satisfaction
•Co-ordination between housekeeping, reception and F&B
•Responsible for organization of F&B in the Tower Lounge
Holiday Inn Crown Plaza 5* Deluxe
Kuwait, Receptionist
Sep 95 - Jul 96, 450 rooms
•Daily reception and cashiering tasks, also on the Executive Floor
•Participation in Front Office related trainings
Le Meridien Club President 5* Deluxe
Kuwait, Receptionist
Oct 94 - Sep 95, 350 rooms
•Checking-in / checking-out as per “Le Meridien” standards
•Daily reception duties on the Executive Floor
•In charge of the night shift reception and replacing the Night Manager in his absence