General Manager
Four Points by Sheraton Bur Dubai, United Arab Emirates A Marriott franchised Hotel
Total years of experience :25 years, 4 Months
A Marriott franchised Hotel
As a General Manager, I take care of with total Inventory of 250 Rooms & 8 F and B Outlets)
• Create and implement methods to guarantee that guests have a great experience that exceeds guest satisfaction expectations
• Collaborate with front office, food and beverage, and other department heads to ensure that operations are running smoothly
• Maintain complete knowledge of the hotel's inner workings, including room rates, rooms operations, hotel policies, availability, and profitability strategies
• Conduct revenue management audits for all department budgets, including purchase journals, expenditures, capital requests, labor, and present reports to general manager
• Incorporate guest satisfaction into staff meetings, with a focus on coming up with new methods to enhance performance over time
• Coordinate with human resources to interview, hire, and train hotel operations staff to ensure that all departments run well
• Oversee all aspects of operations by exercising demonstrated knowledge and experience in all phases of hotel management, including sales and marketing, food and beverage, revenue management, and the rooms division.
• Provide the vision, leadership, and strategy to inspire your associates to deliver exceptional service to drive financial success.
• Work with hotel department heads to establish goals and objectives that coordinate with the overall hotel-wide goals and objectives.
• While the Guests come first, to make sure this can happen whether you are there or not, you need to make sure your employees come first. Oversight of all departments and each individual’s training and development while a part of the team
I have been working in Hospitality Industry for
over TWO DECADES of specialized in Hotel
Operations, Food and Beverages, Rooms Division
Operation, General Maintenance, Sales & Marketing
& Revenue Management. An experienced and
skilled Manager with expertise in Room Divisions
operations, guest relations and worked closely
with Housekeeping, Engineering and Security
operations.
• Knowledge of Revenue Management to gain
better RGI against comp-set.
• Consistent in monitoring guest feedback
through various channels and ensuring
problem resolution and guest recovery
through empowerment executed and guest
satisfaction increased.
• Clearing off pending or unsettled account i.e.
PM/PQ within 48 hours period. Maintaining
good accounts management.
• Improvise billing accuracy system for an
efficient departure process, reducing guest
queue and enhance guest experiences.
• Successfully implement credit card batching
reports to reduce errors in credit card payment
within front office department.
• Achieve departmental GOP above 80%,
constantly monitoring profit and loss, and
ensuring labour cost within profit margin.
• Promote and achieved up selling programme
at 1.4% profit against total year room revenue.
CORE WORK ACTIVITIES
Managing Profitability and Hotel Budgets
• Keeps operations team focused on the critical components of operations to drive
guest satisfaction and the desired financial results.
• Ensures that all operational areas have an atmosphere that is conducive to the
overall guest experience.
• Reviews financial reports and statements to determine how Operations is
performing against budget.
• Ensures capital expenditure funds are being used to address the priorities
outlined in the service strategy.
• Works with direct reports to determine areas of concern and establishing ways to
improve the departments’ financial performance.
• Strives to maintain profit margins without compromising guest or employee
satisfaction.
• Identifies and analyzes operational challenges and facilitates the development of
solutions to prevent reoccurrence.
• Coaches and supports operations team to effectively manage occupancy & rate,
wages and controllable expenses.
• Reviews the Wage Progress Report and compares budgeted wages to actual
wages, coaching direct reports to address problem areas and holds team
accountable for results.
• Develops an operational strategy that is aligned with the brand’s business
strategy and leads its execution.
• Makes and executes key decisions to keep property moving forward towards
achievement of goals.
• Managing Property Operations
• Strives to improve service performance.
• Communicates a clear and consistent message regarding operational goals to
produce desired results on a continuous basis.
• Ensures brand and regional business initiatives are implemented and
communicates follow-up actions to team as necessary.
• Ensures core elements of the service strategy are in place to produce the desired
results.
• Tours building on a regular basis speaking with employees and guests to
understand business needs and assess operational opportunities.
• Leading Property Operations Teams
• Ensures employees are treated fairly and equitably.
• Managing and Conducting Human Resources Activities
• Observes service behaviors of employees and providing feedback to individuals
and/or managers.
• Hires operations management team members who demonstrate strong functional
expertise, creativity and entrepreneurial leadership to meet the business needs of
the operation.
• Conducts annual performance appraisals with direct reports according to
Standard Operating Procedures.
• Utilizes an open-door policy and reviewing employee satisfaction results to
identify and address employee problems or concerns.
• Stays knowledgeable of leadership talent in the property.
• Fosters employee commitment to providing excellent service, participating in
daily stand-up meetings and models
DUTIES AND RESPONSIBILITIES:
• Hold regular briefings and meetings with all head of departments.
• Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures
and service standards.
• Monthly staff training about hotel brand
standard to increased better loyalty, guest
recognition and repeat business.
• Implement process to increase incremental
revenue via internet sales, room up-selling and
late checkout charges.
Understanding Hotel Operations, Effective
Communication, Planning for Business,
Supervising People, Understanding Differences,
Supervising Operations, Team work, Adaptability,
Guest Relation Focus, Drive for Results.
SKILLS
Profit Centre Management, Business
Development, Relationship Management, MIS,
Guest Service, Team Management, General
Administration, Hospitality, Training &
Development.
• Extensive experience in planning, supervising
and managing the entire Hotel operations,
resource planning, procurement and
maintenance of inventory levels.
• Track record of consistently achieving the
projected targets, building dynamic teams.
• An effective communicator & team leader
combined with flexible & detail-oriented
attitude with ability to interact effectively with
people of diverse nationalities across the globe
and support. Leading to successful operations.
• Sustain a positive work environment towards
the accomplishment of organisational goals.
CORE COMPETENCIES
Profit Centre Management
• Formulating strategies, with accountability for
profitability, forecasting and preparing annual
budget in line with the operating plan. E.g.
stream lining standard operating procedures
to reduce costs and hence increasing
profitability.
• Developing and implementing processes to
continuously monitor sales budget and
profitability numbers against the planned
targets e.g. cold calls, advertising theme
events, hotel product specials.
• Running the promotional activities &
accountable for increasing sales growth and
driving sales initiatives in order to achieve
business goals.
Food and Beverages Operations
• Coordinating with operating staff to deliver
five-star service standards in a luxury
environment with emphasis on customer
• Lead all key property issues including capital projects, customer service and
refurbishment.
• Handling complaints, and oversee the service recovery procedures.
• Responsible for the preparation, presentation and subsequent achievement of the
hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
• Manage on-going profitability of the hotel, ensuring revenue and guest
satisfaction targets are met and exceeded.
• Ensure all decisions are made in the best interest of the hotels and management.
• Deliver hotel budget goals and set other short- and long-term strategic goals for
the property.
• Developing improvement actions carry out costs savings.
• A strong understanding of P&L statements and the ability to react with impactful
strategies.
• Closely monitor the hotels business reports on a daily basis and take decisions
accordingly.
• Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin &
General, on target and accurate.
• Maximizing room yield and hotels / resort revenue through innovative sales
practices and yield management programs.
• Prepare a monthly financial reporting for the owners and stake holders.
• Draw up plans and budget (revenues, costs, etc.) for the owners.
• Helping in the procurement of operating supplies and equipment, and
contracting with third-party vendors for essential equipment’s and services.
• Act as a final decision maker in hiring a key staff.
• Coordination with HOD's for the execution of all activities and functions.
• Overseeing and managing all departments and working closely with department
heads on a daily basis.
• Manage and develop the Hotel Executive team to ensure career progression and
development.
• Be accountable for responsibilities of department heads and take ownership of all
guest complaints.
• Provide effective leadership to hotel team members.
• Lead in all aspects of business planning.
• Respond to audits to ensure continual improvement is achieved.
• Corporate client handling and take part in new client acquisition along with the
sales team whenever required.
• Assisting in residential sales as and when required and development with strong
sales prospects.
• Responsible for safeguarding the quality of operations both (internal & external
audits).
• Responsible for legalization, Occupational Health & Safety Act, fire regulations
and other legal requirements.
Planning and Organizing:
• Planning all operational procedures, to plan and organize all recruitment; grow
revenue of the Rooms Department, F&B Department and Recreation Department
and to improve service and quality.
• Coordinating with the heads of Rooms, Recreation, F&B departments to ensure
adequate coordination and operations implementation.
• Implementing departmental strategies and action plans in accordance with the
Hotel's strategic and sales plan.
• Planning the yearly revenue target. Planning and get the desired cost price for
products sold by the Hotel.
• Planning on upgrading the standards within the Hotel. Liaising with the Sales &
Marketing Director to set the strategy for the Rooms, F&B, and Recreation
departments.
• Projecting business opportunities in order to increase revenue.
• Planning, developing and implementing formal training plans for personnel.
satisfaction and implementation of standard
operating procedures.
• Menu planning for buffets, a la carte, along
with regular Black Board specials and Menu
changes.
• Standardizing Wine and beverage menus for
both functions and walk-in clients
• Sales & Marketing of Function and Restaurant
areas.
• Meeting and exceeding revenue targets.
• Exposure in maintaining departmental standards,
planning, and organizational skills, communication
skills including good listening skills.
• A consistent performer with a proven track record
of increasing revenues and streamlining workflow.
• Experienced in Planning, Supervising and
managing entire operations including, procurement
and smooth functioning of all departments of Food
& Beverage Service.
• A keen planner and strategist with a track record of
developing operational policies/norms, systems,
and controls, motivational schemes sand customer
service standards.
• Two valuable experience of opening and launch of
new properties with the setup of the Food and
Beverage outlets with the opportunity to employ
skills in Menu Planning, Procurement of crockery,
cutlery, glassware, and linen.
• Adept at overall Room Division, Food and Beverage
Service operations which include Banquet
Operation, Restaurant, In-Room Dining, Mini Bar
and Bar Operation with excellent interpersonal,
communication, team building and customer
relationship management skills with the ability to
work in a multicultural environment.
Roles & Responsibilities: -
• Involved in preparing and monitoring Food &
Beverage budgets, forecast and maintaining
appropriate documentation for sales, costs and
inventory control for timely indenting for supplies.
• Proper staffing, training of staff and motivating
them to reach Excellency’s.
• Ensure the profitability of operations by making
optimum use of assets and technology to deliver as
per standards.
• Maintaining healthy business relationships with
major clientele, ensuring maximum customer
satisfaction by achieving delivery & quality norm.
• Involved in Review monthly profit and loss
statements for outlets and derive interference and
develop an action plan on the same.
Administrative and General: -
• Work in close coordination with Room Division,
Food and Beverage, Sales & Marketing, Finance,
Maintenance & Security to achieve the targets and
maximizing customer satisfaction.
• Be innovative and creative to the Marketing and
Sales aspect of the property and its product.
Constantly find avenues to increase the horizon
with close co-ordination with corporate marketing
communications.
• Participating in preparation of the Hotel strategic plan, marketing plan and goals
program.
Communication:
• Ensuring all staff is aware of the goals and objectives of the Recreation, Rooms, F&B
Departments and to achieve and maintain good relationship amongst the Hotel
personnel.
• Operating an efficient and accurate administration process in order to meet
statutory, legal and internal requirements
• Conducting weekly briefings to improve all aspects of the Hotel.
• Attending all other meetings as required by the administration team.
• Ensuring and maintain good relations with members.
Budgeting & Costing:
• Oversee budget preparation for the year. Ensuring that adequate funds are
available for smooth operations and also to ensure adequate amount of resources.
• Delegating and controlling the departmental expense budget throughout the year.
• Controlling Payroll and Business Expenses of the Rooms, Recreation, F&B
Departments. Ensuring that the payroll doesn't not exceed the budget.
• Preparing and deriving the required operational cost for the Rooms, Recreation,
F&B Departments for the year.
• Implementing methods to control wastage and over production, select suppliers
with the most competent prices
Radisson Royal Hotel & Residences, Dubai, United Arab Emirates
Hotel Manager
Nov 2014 till May 2017
471 Superior Studio’s, 1 BR, 2 BR & 3 BR Apartments & 8 food and beverage outlets.
Budgeting & Costing:
• Oversee budget preparation for the year. Ensuring that adequate funds are available for smooth operations and also to ensure adequate amount of resources.
• Delegating and controlling the departmental expense budget throughout the year.
• Controlling Payroll and Business Expenses of the Rooms, Recreation, F&B Departments. Ensuring that the payroll doesn't not exceed the budget.
• Preparing and deriving the required operational cost for the Rooms, Recreation, F&B Departments for the year.
• Implementing methods to control wastage and over production, select suppliers with the most competent prices.
Leading Team
• Communicates a clear and consistent message regarding departmental goals to produce desired results.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Monitors and promotes room rates, specials, and promotions at the residence.
Managing Profitability
• Analyzes service issues and identifies trends.
• Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
• Reviews and audits expenses.
Managing Revenue Goals
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine Rooms operations performance against budget.
• Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Ensuring and Providing Exceptional Guest Service
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target guest.
• Delivers excellent guest service
608 Villas, 228 Apartment & 84 Spacious and Contemporary Rooms & Suites
7 Food Outlets
Managing Profitability
• Analyzes service issues and identifies trends.
• Works with FnB team to develop an operational strategy that is aligned with the
brand’s business strategy and leads its execution.
• Reviews and audits expenses.
Managing Revenue Goals
• Monitors Rooms operations sales performance against budget.
• Reviews reports and financial statements to determine FnB operations performance
against budget.
• Coaches and supports operations team to effectively manage occupancy and rate,
wages and controllable expenses.
• Compares budgeted wages to actual wages, coaching direct reports to address
problem areas and holding team accountable for results.
Ensuring and Providing Exceptional Guest Service
• Demonstrates and communicates key drivers of guest satisfaction for the brand’s
target customer.
• Delivers excellent Guest service throughout the guest experience and encourages
the same from other employees.
• Reviews guest feedback with leadership team and ensures appropriate corrective
action is taken.
• Coordinates and communicates event details both verbally and in writing to the
customer and property operations.
• Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
• Responds to and handles guest problems and complaints.
• Uses personal judgment and expertise to enhance the customer experience.
• Stays available to solve problems and/or suggest alternatives to previous
arrangements.
• Interacts with guests to obtain feedback on product quality and service levels.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on
quality of product, service levels and overall satisfaction.
• Works to continually improve customer service by integrating obtained feedback
and personal judgment into action plans.
• Emphasizes guest satisfaction during all departmental meetings and focuses on
continuous improvement.
• Ensures that employees understand expectations and parameters for Room duties.
• Facilitates the development of creative solutions to overcome obstacles and ensures
implementation to continually improve guest satisfaction results
of Food and Beverages (Pre-opening team & Post Operations
391 Rooms with 7 FnB outlets
,
courses: Graduates of Commerce, Accountancy (Main), Human Resources, Economics &
,