Commercial Director i/c of Sales, Marketing, Revenue, E-Commerce, PR Communication
IHG - VOCO
Total years of experience :20 years, 0 Months
InterContinental Hotels Group (IHG®)
Commercial Director of VOCO Makkah Hotel (Pre-Opening)
5 Stars, Upscale Lifestyle 4321 Rooms & Suites and Meetings
Specifically appointed by VP EMEA for Largest 5 Stars Luxury Lifestyle Hotel of IHG Brands globally, Leading the Commercial, Strategy & Revenue, Marketing to create, develop and execute for this exciting pre-opening to bring the Hotel to life and deliver on the brand, combining character and quality to create unstuffy hotels with welcoming hosts. Managing the inventory of 25, 000 beds & 27 Restaurants and MICE facilities with massive number of Commercial Teams & leadership in competition to front line properties.
● As being the first one to join the team even prior to GM, I was the brand ambassador successfully building the strong new name & presence of voco Makkah and the voco brand locally & globally commercially which do not have any comparison set. Set all the Sales, Marketing, E-Commerce & Revenue Strategy.
● Made broad liaison throughout the organization and externally at all levels and functions forging and nurture strong relationships with decision makers at the highest level to drive the Top line Budget and Forecast by implementing a commercial strategy and business plan with positioning.
● Establishing the division & structure in a successfully way creating the rate grids, commercial plan, revenue and p&l 2020, guiding brand related matters in all over commercial as per brand guidelines as well as 2021
● As being in charge of complete Revenue; Building blocks of revenue in a very competitive environment & bearing in mind of unclarity of opening dates, not having licences to operate which is key factor for pre-selling and 1st year of operations, contracted business of including incremental F&B Revenue Aprox 82% total 2020 Revenue budget which will support a global reach of marketing of brand
● As part of supporting Saudization strategy, 70% of the division has been hired locally and moving forward to train & grow more local colleagues within the division.
● All the online booking channels has been developed & active including our own website, booking, com, Expedia, Kayak, Trivago, Agoda and more Channels..
● In order to boost the awareness, worked in hand a successfully campaign with Dubai office for voco Makkah surrounding key locations in KSA including malls, airports and Exhibitions
● As opening untapped markets, successfully created & secure Corporate RFP program accounts in coordination with KAD such as Jetex, PWC, Aramco as 1st time in City
● With my leadership & rapport with the internal teams, sister hotels, corporate stakeholders, build great trust & way of workings.
Expertise in Branding, Head Office, Globally Markets, already represented the first time New Brand of VOCO globally such as; Europe, Turkey, Indonesia, Malaysia, Morocco, Tunisia, Algeria, Egypt, Pakistan, India, Singapore, South Africa, China, Russia, Turkish Ancestor Countries etc.. and all OTAs & GDS channels with all Marketing & PR fields globally.
As Owners Representative Directing Property Management Operations & Head of Sales - Leasing of Developer of the largest High End Luxury civil commercial project of Doha, Qatar as Mix-Use 1500 units of Residentials, Serviced Apartments, Villas, Town Houses, Penthouses, together with Beach, Shopping, Restaurants, Coffee Shops, Markets, Banking & Clinics and Potential Global Branded Serviced Residences (450k Sqm)
- Asset Value over $3 billion as in charge of Financial Revenue Management, Asset Management, Share Holder Relationships, Product & Service, Resident Recognition, Technology and Talent Management and Identifying Real Estate Projects for Developer
- Managing the complete Sales, Lease as in charge of All Real Estate Global Leader Brokers
- Managing all Legal, Government Relations, Title Deeds and Regulations, Share Holders
- Developing a Mobile Application that cover all Leasing, Facilities & Banking w/ Oracle
- Saatchi & MC as our Branding Global Marketing, Communications & Advertising
- Managing the complete Facilities Management (CBM Singaporean Branded Services)
- Managing Shapoorji Pallonji as our main contractor & Project Consultants with Project Plan
- Managing Franchise / Management contracting Global Luxury Hotel & Residences brands
- Contracting & Coordination for Global Restaurants & Coffee Shop Brands for Leasing 3rd Party all design, value, legal & financial matters in Hospitality Developments
- Contracting for Global Health Clinique, Handling UDC and TPOC Qatar Local Authorities
- Managing upcoming Branded Beach Operations, Pool, Fitness Spa, Kids Facilities
- As well as assisting sister properties in Lusail & Fox Hills
- Founder of Mami Gourmet, Burger Mami & Express Tavuk, Narli Mutfak Boutique Grill & Coffee Gourmet Restaurant
- Founder of HiSushi Japanese & Thai Quick Food Restaurant (Already Sold)
- Founder of Bracudos Burger Grill Restaurant (Already Sold)
- Short Project Based Consultancies delivered for - Goldman Sachs, Boston Consulting Group South Korea, Ecolab USA, Mid Europa, GLG, Alpha Sights etc.
- 3 Months Full Management Expert Consultant in charge of complete Takeover & Full re-setup of everything and Sales-Revenue positioning of Luxury Resort for a leading Hotel Group in Zanzibar Tanzania Opulent to be re-branded as Hilton Dec17/Feb18
- 3 Months Full Management Expert Consultant in charge for Presidency of Great Municipality of Kayseri for KAYTUR for Complete Food & Beverage, Concepts, Kitchen-Culinary, Operations Consultant (kaytur.com)
- Free Lance Head Hunting for Hotels & Restaurants mainly Turkey & GCC
- Free Lance Support on Commercial Revenue Enhancements for Emirgan Sutis (GCC) & Sandvic Kralı Brands (11 Branches)
- Mikel Coffee Company (Greece National Brand) Master Franchising Support Globally
IHG Hotels - Holiday Inn Kayseri Turkey - General Manager, From Construction (Pre & Post Opening Successfully Running)
- 2 times in a row Award of Best Hotel Total Guest Satisfaction in Europe between all the 337 Holiday Hotels just only after 2 & 3 months (January & February 2017) of opening
- The Highest ADR in the city against to all competitions even though all have them have established businesses
- Award of the highest investment made to Kayseri from Chamber of Commerce in 2016 for our success in recognition of our property & great efforts
- Award of Best Hotel in Total Guest satisfaction in local region on the highest score ever made (Booking.com 9.5)
- Reached over %46 occupancy in average only in 1 month of opening
- In Charge of marketing & developing new business Corporate RFP contracts for all IHG properties in Turkey
- Have attended & completed many IHG trainings and events meetings as IHG GM
- Have joined from construction stage on full purchasing of almost all FF&E and OS&E and concept design to MICE facilities as well as all mot important Fire, Safety and MEP approvals of IHG
- Have completed the most luxurious Holiday Inn property with latest concept of Open Lobby as the best example for Europe together with all brand standards extablished together with 5 stars service & facilities
- Become the 1st choice for Corporate Business Traveller & MICE segment market leader and city center resort competing against to more advanced & settled properties within the city & region.
- Established outstanding A'la Carte Restaurant Business in the region
- Established the 1st 360 Video Mapping Watchout System as Leader in Turkey for MICE & Wedding Event for the Ballroom
24 hours Full Services City Center Corporate & Leisure clientele, Managing over 20 Million USD Construction P&L. Luxury - Pre & Post Opening with latest concept of Open Lobby with 160 specially designed Rooms, Executive Rooms & Suites as well as MICE & Leading Restaurants facilities. Kayseri’s very best and comfortable new hotel is preparing for your service with its special location. Holiday Inn Kayseri Düvenönü is at the heart of Kayseri’s most alive business and trade center. 10 minutes away from Int. Airport Erciyes Mountain Ski center & close Kapadokya-Göreme center. 360degree Video Mapping Watchout System at Ballroom hosting many Events & Weddings together with A’la Carte successful outlets & 7/24 Coffee Lounge
General Manager of DownTown Ankara, 5* Luxury City Center Hotel with
MICE. Managing Owner/Investor relations from construction, successfully
Lead the pre-Opening & did the opening of Luxurious 5 Stars City Center
Land mark Hotel opening in mid-March 2015 with full services of 250
Specially Designed Suites & Rooms, 1 All Day dining & 1 a ‘la Carte
Restaurant with Lounge, Ballroom (up to 800pax) 5 Meeting rooms (up to
500 pax), Open Air Terrace (up to 700 pax), full-fledged Spa & Fitness
Center with indoor pool & Turkish Hamam Bath & exceptional facilities to
Cater todays & tomorrow's business and leisure Travelers. In charge of
Talented & Exceptional 180 full time team
• Setup the corporate identity from zero to full Operation, Budget, Sales &
Marketing, Full Back & Front of the House operation
• Competing market leader to international chains #1 in Booking.com with
9.5
• Created & Managing the Business Strategy Development & Execution from
Startup business plans designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned
• Working closely with Sales and Marketing team to develop revenue
Generating strategies for property; identifies new business leads, develops
Tailored sales approach, and actively follow up
• Expert & contacts in Corporate, MICE, Online Agents, Travel & Trade
Locally & international, Weddings & Events & Meetings, Embassies, Airlines,
Government, Congress, Groups
• Lead and support all departments in the achievement of their financial and
Operational targets through establishment of a positive culture, clear
Expectations and policy and procedural implementation
• Actively involved in various industry and community initiatives
• Act as spokesperson for the hotel and an ambassador for the Brand
• Ensure that monthly financial outlooks for all departments are accurate
• Actively involved in the recruitment process of senior leadership positions
5* Luxury Pre & Post Opening
1487 units of Luxurious Suites & Rooms together with Executive Floors, Executive Lounge & Butlers (1st Hotel of Brand in MEA, Mix use Complex of Abraj Al Bait Shopping Mall front of Kaba’a with 3 separate full entrances)
Director of Rooms Division (EXCOM) & JD Power / Market Metrix Champion
Some of the Key achievements & more to count to date:
- President’s Award Winner - 2012
- A Team of the Year 2013 Award as Best in Swissotels’ Worldwide
- #1 in Staff Engagement & Satisfaction Survey (4.69/5) as Rooms Div.
- Less than 0.5% in Staff turnover 2013. 98% satisfied record for 2014
- #1 Hotel in KSA (Tripadvisor Travellers’ Choice & Excellence 2014)
- Rooms Profitability record with 90% & below CPOR & above Revenue
- #1 in Swiss Circle Loyalty Membership enrollments & revenue in stays
- JD Power & Market Metrix Champion for all Hotel -GSI achieved above
- Played key role on bookings for Sales bringing additional Millions Revenue as direct from Turkish Market 125.8% more business
- Surpassed all People, Product, Profit KPIs & Goals - 2012, 2013, 2014
- 2014 vs 2013; Increased all follows as; Rooms Revenue by 22%, GOP by 19%, REVPAR 19%, ADR 3%, Occupancy 17%, Loyalty Program by 89%, Laundry & Other income by 14%, Data Quality +31%,
- Achieved Best Result in LQA Mystery Audit Result in Makkah Hotels
From Construction until after opening, be an ambassador for the Brand and my Hotel, I am providing leadership and strategic planning to all my departments of our service culture, maximized operations excellence, achieving financial results & creating memorable experiences, loyalty for our guests & my team, supporting higher management in overall performance, replacing GM when not present, actively involved in Sales & Revenue generations meanwhile working with Group Shared services environments & assisting sales & operations of our properties of Fairmont Royal Clock Tower Makkah & Raffles Makkah Palace
• In charge of running massive Rooms Division operations (Full fledge Front Office-Housekeeping-Laundry, ) as well Hiring, Managing, Training & Career development of Directors, Managers, Supervisors/Line colleagues from many different nationalities as well Regional Champions for Housekeeping & FO
• Ensure effective and proactive yield management, increasing RevPAR index within the competitive set. Working very closely with Sales & Revenue team to maximize Revenues, Ideas & Inventory & leading Rev. Max.
• Oversee group business, reviewing & ensuring details of groups are met
• Managing the cost effective and efficient operation of the Hotel in order to maximize guest satisfaction, employee engagement, satisfaction & EBITDA
• Oversee ongoing maintenance, repair and preventative maintenance in the Hotel with a focus to improve efficiency, profitability and service levels with Engineering & IT Systems as well Owners SBG
• Work closely with the Finance to ensure labor forecasts are completed to standard for presentation to the GM & in line with revenue & expectations
• Coordinate the planning and implementation of CAPEX & Strategic Planning
• Budget & below the Rooms Costs, over the revenues as having prepared Strategic Management plan & forecast of Rooms Budget Revenues & Expenses achieved over 2012 & 2013 & 2014 so far great as well continues P&L reporting, Rooms Budget & Capex of2012 & 2013 & 2014 & 5 year
• Chairing Operations Meetings for complete Hotel Depts.
• Successfully prepared & implemented a massive number of OS&E items purchasing requests for opening & operating the Hotel as well followed up all FF&E in line with corporate.
• Social Media Champion working with Trust You Reputation Management
• Investors In People - working to achieve for Gold Category
• E-Crystal Hygiene & Cleaning Safety Audits
• Executive Sales Calls & attended Hajj & Umrah Fair in Turkey as well supported continuously Fairmont & Raffles Sales Team
Pre-Opening
& Opening (Created the Hotels brand from zero ground to Market Leader)
General Manager & Owner’s Representative (in charge of 130 staff)
* CVK Park Hotel Bosphorus (Pre-Opening Construction), 5* Deluxe Category with 400 rooms, 56 residences, 15 meeting rooms, 3500sqm Spa, 4 F&B Outlets) as in charge of all project, design & franchising deals globally
* CVK Hotel Taksim (Pre-Opening & Post Opening) 5* Boutique Luxury Concept, 85 Rooms, Awards winning 2 Outlets, 3 Meeting Rooms & Outside Catering
* CVK Hotel Karakoy (Pre-Construction land), 5* Deluxe Category with 300 Rooms & 10 Meeting Rooms & 3 F&B outlets as in charge of all project, design & franchising deals globally
Some of the Key achievements & more to count:
- Taksim (5* Boutique Luxury Concept) 95% Occupancy from opening
- GOP 49%, ADR 140 Euros, FOOD COST 23%, CPOR 8, EDITDA 25%
- Turnover less than 1%, Hygiene / Food Audit / Aqua Check achieved 100%
- #1 Hotel in Istanbul Booking.com & #2 in Tripadvisor in total Guest Satisfaction - 2010 & 2011, Data Quality 100%
- Time Out Magazine 4 Stars out of 4 stars; The best Café & Bar concept in its location as TXM People’s Café & Bar (400 pax capacity) & 4 stars from Time Out Magazine; Terrace Restaurant - La Nouba Restaurant & Lounge (200 pax), Executive Meeting Rooms & Events Venues (150 pax)
- Made Hotel Brand seen in Online & Printed Media many times free in TV Series, Magazines, Newspapers (Worth of 200000 Euros PR free)
- Material Control as made all cost saving activities (more than %40 saving in total Electricity, Water, Waste management, Laundry, Food & Beverage, IT, Administrative, Greening Hotels applications)
- Participated Global RFP Corporate Programs as 1st partner even being a local brand competition to leading international chains
- Have attended many global fairs & make the brand existence globally
• Set, plan and direct the operations and departments to achieve KPIs goals
• Ensure compliance with licensing laws, health and safety & other regulations
• Lead the team in driving the hotel revenue for all revenue centers
• One to one closing deals in all Sales & Marketing & PR deals, activities
• Working & Using all services of Travel Click & Online Contracting Developments
• Prepare and submit timely, weekly & monthly P&L reports to owners
(Pre&Post Opening, 1st Kempinski Hotel in Qatar) (www.kempinski.com/doha)
Residences & Services Manager (Executive Committee)
From Construction until after opening, Be an ambassador for the Brand and my Hotel, I am providing leadership and strategic planning to all departments in support of our service culture, maximized operations and guest satisfaction and supporting the General Manager in the overall management and strategic direction of the hotel, assuming the responsibilities of the GM on his absence.
• In charge of the Hotel when the GM is not present
• In charge of Human Resources & Training & Housing (Pre-opening)
• In charge of Housekeeping & Laundry when dept. head away
• In charge of IT & Systems (Project Manager) (Pre-opening)
• In charge of Purchasing (Pre-opening)
• Assisted the Fine Dining Signature Restaurant / Class High End Lounge Operation
• In charge of Rooms Operations - Assisting Revenue, Sales, & Marketing at all times with sales calls, Business Development Oppurtunities
• GHA (Global Hotel Alliance) Private Concierge Champion Responsible - Kempinski Hotels & Resorts Loyalty Program
• IT & System Project Manager - OPERA & MICROS & VISION, SALES & CATERING, SAP Trainings as well arranged all the Operating Equipment for all Hotel & Office use
• Developed the SOP of the first Hotel&Residence mixuse of Kempinski property (as well for LQA).
• Prepared & actioned the Business Strategy for all operations
(Pre-Opening & Opening
1st W Hotel in Middle East Region) (www.whotels.com/doha)
• Front Office Manager (fully in charge of Hotel & Residences) & Human Resources Designated Brand, Language & Life Style Trainer of W Hotels
Be an ambassador for the Brand and my Hotel, I am providing leadership and strategic training to all departments in support of our service culture, maximized operations and guest satisfaction
- In charge of all Front office, Guest relations, Operations, Rooms,
Business center, Guest loyalty programs SPG & team of 25 staff including 10+ different nationalities
• Continuously Conducting Brand training, Language & Lifestyle of W Service as a Language & Lifestyle leader, Service Standard & Product Knowledge training for all talents as Property trainer, Coordinating & conducting all other training programs of W Doha
• Starwood Preferred Guest Champion (SPG) - Starwood Hotels
• OPERA & MICROS Training (All Managerial, Supervisor, Front Office, Reservations, Night Audit, Cashiering, Housekeeping), Starwood Hotels
• International Designated Trainer of W Hotels Worldwide
• Assisted the Michelin Stars Jean Georges Spice Market & Wahm Lounge & Market and Crystal Lounge operation
Travel & Leisure 2008, 2007 & 2005: Best Hotel - Europe & # 4 Worldwide (Many more World’s Leading Top Five most prestigious awards) (www.fourseasons.com/istanbul)
• Night Manager & Designated Dept. Trainer of Night
• In charge of all the Hotel of Night Operations on behalf of GM and team of 20 staff (sometimes more)
• OPERA Training & Live Migration from Fidelio to Opera at Four Seasons Istanbul
• Trainings & Courses taken from Four Seasons Hotels-Resorts & Harvard University Business School Online Manage Mentor & E-k Suite - ( More than 215 hours ) Certification
• Four Seasons Quality Track Reservation mystery call achieved %100 score
• Departmental Trainer of Night Front Office Operation - Four Seasons Istanbul
• Assisted Room Service / Seasons Restaurant Operation
Pre-opening & Opening), 2nd Best Spa in Turkey - Time out magazine 2006)
(www.kempinski-belek.com)
Int. Front Office Manager (in charge of Reception & Reservations & Concierge & Guest Relations & Services)
Department Head Reporting Directly to General Manager
• In charge of Housekeping & Laundry
• Private Concierge Champion - Kempinski Hotels & Resorts Loyalty Program
• Front Office Operation overview training at Ciragan Palace Kempinski, Istanbul (5*)
Hilton Marco Island Beach Resort Hotel (4 Diamonds & Many Awards Wining Deluxe Hotel, Florida, USA) (Jan04/June05)
(www.hiltonmarcoisland.com)
Accounting and Management Administration
• Night Audit Manager (Department Head)
• In charge of all Hotel operations team as well Accounting operations such as Income Auditors, F&B Auditors, Credit Card Reconciling done at Night
• Department of the 4th Quarter 2004- Member of Accounting Dept. Hilton Marco Island Beach Resort
• ON Q Manager Education (All Managerial, Accounting, Front Office, Night Audit, Reservations, Housekeeping, Internet, Dollars on the net) - Hilton Corp. Hotels
• Internal Audit - Night Audit Review - Hilton Marco Island - achieved %100 score
• Responsible Vendors at Night
• In charge of High End Lounge Bar Operation closing
Hilton Kayseri (5 STAR Deluxe, Pre-opening & Opening) Turkey (October02/Jan04)
• Act. Front Office Shift Leader in Charge of All Daily & Night Operations) & Assisting Sales & Marketing doing sales calls & company visits. (Internal transfer to another Hilton)
• Highest Revenue Maker Award - Hilton Kayseri
• FIDELIO & MICROS Training (All Managerial, Supervisor, Front Office, Reservations, Night Audit, Cashiering, Housekeeping), Hilton International Hotels
• 2 times Hilton Moment Winner of guest satisfaction Certificates & many comment cards
• Front Office Cross Trainings at Ankara Hilton SA (5*)
Before Graduation: Full Time or Part time Summer & Winter Jobs & Internships Experiences
Summer 2002 Club Med Kusadasi, Aydin (First Class Holiday Village-All Inc.)
Front Office Department (Full Time-Summer Job)
• G.O. Front Office Clerk
Winter 2002 Bilkent Hotel, (5 STAR Deluxe- Business Hotel), Ankara, Turkey (University Winter Internship)
• Laundry & Housekeeping & Mini Bar Trainee
Le Priment Rouge (Fine Dining Practice Restaurant) - Bilkent University
• Waiter & Maitre Hotel Trainee
Summer 2001 Topkapi Palace Hotel (5 STAR Deluxe- All Inclusive), Antalya, Turkey (Full Time Summer Job)
* Accounting Department, Assistant Cost Controller
* Food and Beverage Department, Beverage Management
• Cross Trained as a Bar Boy, Waiter, Barmen, Assistant Bars Chief
• ISO 9001 Quality & Hygiene Training- HACCP- Attended certificate courses at Antalya Topkapi Palace Hotel, Turkey
Summer 2000 Club Med Palmiye, Antalya (First Class Holiday Village-All Inc.)
Front Office Department (University Summer Internship)
• G.O. Front Office Clerk (Trainee)
