Hesham Ashour

- Directed digital transformation by deploying end-to-end tech solutions across Kuwait and Saudi branches, enhancing efficiency by 35%+, reducing operations processing time by 25%+, and boosting customer retention and revenue growth.

- Oversaw financial operations & profitability, ensuring efficient allocation of resources to support business growth and executing strategies that reduced operational costs by 10-15% while maintaining high service standards.

- Drove data-driven marketing strategies, achieving 200% cumulative sales growth (2020-present) across multiple locations.

- Championed new initiatives, including the introduction of high-demand products and seasonal campaigns, contributing to a 25% YoY boost in foot traffic and aligning with the company's expansion and growth strategies.

- Played a key role in growth and expansion, overseeing sales operations across 10 locations in Kuwait and 2 in Saudi Arabia, ensuring high standards of service and operational consistency.

- Spearheaded and enhanced partnerships with leading online delivery platforms (Talabat, Deliveroo, Jahez, etc.), contributing to a 25% YoY increase in online sales through collaborative marketing and operational initiatives.

- Built a 24/7 Call Center from scratch, improving service, and customer satisfaction, managing data for 250, 000+ customers, enhancing personalized experiences.

- Steered cross-functional teams across operations, customer experience, and finance, fostering a collaborative environment to achieve business goals, training key team members and contributing to the promotion of 4 senior staff members.

- Implemented targeted loyalty programs and executed multichannel engagement through online sales platforms, maintaining an estimated 30%+ monthly customer retention rate and strengthening brand loyalty in a competitive F&B market.

- Redesigned customer journey by rolling out innovative, customer-centric solutions, driving satisfaction scores to a consistent 90%+.

- Led a full-scale rebranding by the end of 2024, managing visual identity and online presence, driving digital conversion rates to 40%+ while strengthening brand perception, customer loyalty, and engagement across multiple channels.

- Supervised Front Office Team to ensure peak performance, 95%+ staff satisfaction, and full compliance with SOPs across morning and night shifts.

- Trained Staff to achieve 100% completion of TWI modules and best practices through a structured and engaging learning process, driving performance, efficiency, and excellence.

- Boosted guest satisfaction to 90%+ on TrustYou by resolving issues within 15 minutes and delivering personalized service aligned with Accor and ibis standards.

- Increased revenue by maintaining 90%+ occupancy through yield management, suggestive selling, and optimizing walk-in and corporate bookings.

- Orchestrated the Reservations Department, achieving 100% booking accuracy, maximizing occupancy, and ensuring exceptional guest satisfaction in line with Accor standards.

- Managed Night Duty and conducted Night Audits to ensure 100% accuracy in financial reconciliation, 95%+ adherence to service protocols, and smooth overnight operations across departments.

- Led the ALL loyalty program as Accor Ambassador, ensuring 100% compliance and enhancing member engagement, retention, revenue growth, and brand loyalty.

- Built strong team collaboration to ensure 100% synergy among Front Desk Agents and Guest Services, fostering a positive work environment and improving efficiency.

- Led Front Desk Team to ensure professional, friendly, and efficient guest service, maintaining 90%+ satisfaction from check-in to check-out through operational service excellence and proactive team development.

- Facilitated cross-department communication to achieve 100% alignment in service delivery, ensuring seamless coordination between Food & Beverage, Housekeeping, Reservations, and Guest Services for a flawless guest experience.

- Implemented operational checklists and SOPs, ensuring daily Front Desk tasks were executed according to brand standards and internal audit requirements, achieving 95%+ compliance during routine inspections.

- Oversaw VIP guest relations, maintaining satisfaction scores of 95%+ and driving repeat stays.

- Optimized occupancy and rate levels to maintain 90%+ occupancy by strategically adjusting pricing, monitoring booking trends, and maximizing revenue opportunities.

- Ensured billing accuracy by verifying daily revenue reports, achieving a 100% reconciliation rate and eliminating financial discrepancies and risks.