Hassan Alaa

• Leading a talented team of 5 CAFM Operators and 10 Help Desk Operators for King
Abdulaziz Center for World Culture (ITHRA).
• Ensuring all logged tasks have the correct priority status assigned and advising Helpdesk
team to implement the required amendments.
• Monitoring all processes and workflows to ensure consistent service levels are
maintained.
• Analyzing and reviewing suspended work orders on a regular basis and ensure that the
reason for their suspension is identified in the relevant section of the Work Order record
on CAFM and appropriate parties have been notified.
• Manage customer communication in relation to scheduled PPM works which may impact
them or be disruptive to their service delivery.
• Ensure the work orders are raised to cover any remedial actions identified on PPM work,
both in-house and contractor.

• Leading a highest-level personalized Facilities Management Help Desk for King Abdulaziz
Center for World Culture (ITHRA) to achieve the clients and customers satisfaction.
• Ensuring inbound calls answered promptly in a positive, professional and cheerful manner.
• Monitoring the calls assigned to the agents to assure the quality of service and provide
necessary feedback to improve agents performance and recognize excellent service.
• Attending to the escalated calls from the agents to ensure the customers satisfaction.
• Liaising with the operation teams to ensure the customer requests are addressed within
the time frames provided to the customer and bring any issues to the attention of the
Contracts Manager to find a proper resolution.
• Training the Help Desk team to build a positive and professional work environment.
• Implemented successfully multiple CAFM systems (Maximo, SAP CRM, SAP C4C, and FSI).

• Managing the Help Desk Operation for Maaden Infrastructure Company Residential
Village with 2504 units.
• Ensuring smooth running of the department according to the local and international SOPs.
• Participating in the development of a multinational team by preparing and conducting the
required training topics to enhance their knowledge to achieve the guest satisfaction.
• Providing support to the recruitment department by helping them finding the best talents.
• Ensuring targets, objectives and KPIs are met.
• Performing several assigned responsibilities in accordance with the set policies,
procedures and processes.
• Overseeing all day-to-day activities and handling the guest complaints to ensure guest
satisfaction.
• Participating in the quality audits for the ISO 9001:2008 to ensure the effectiveness of the
departments.
• Managing all the property departments and services during the absence of the operations
manager, attending the daily meetings with the clients to ensure their satisfaction about
the delivered service such as Catering, Housekeeping, Maintenance, Community Service,
Waste Management, Transportation, I.T, Procurement, Laundry and Administration.
• Translating all the needed documents from Arabic to English and vice versa.

• Supervising and assisting in the smooth running of the front office department according
to the local and international SOPs ensuring guest satisfaction at all times.
• Leading the F.O Team to ensure optimum occupancy and average room rate for the
purpose of maximizing revenue and promoting Inter-hotel sales and in-house facilities to
achieve the highest level of service.
• Participating in the training and development of the Front Office Associates.
• Be able to identify and resolve Guests problems and complaints.
• Assuring that all Front Office receptionists are continually updated of hotel rates, packages
and discounts to appropriately handle guest inquiries.
• Acting as a property duty / night manager to oversee the entire hotel operation.

• Provide professional focused service to our guests, ensuring their stay will be a
memorable experience.
• Ensure guests are personally greeted by name, if known and escorted to their room to
make them feel expected and welcomed.
• Maintain an up-to-date knowledge of hotel information and local services, including
operating hours, promotions, events, attractions and any allied information to respond to
guest queries.
• Demonstrate a complete understanding of the hotels policies, procedures and service
standards and have full knowledge of the hotel facilities and happenings.