Hotel General manager
Nishat Hotels
Total years of experience :17 years, 6 Months
GM of 5 star property with the following attributes.
200 Rooms
3 Restaurants
Health club
1 Laundry shop
6 Meeting Rooms
7 Banquet Halls (Total Capacity of 2500 covers)
Number 2 of the property with a full responsibility of an overall Operation of the hotel.
288 Rooms
4 Laundry shops
8 Restaurants
3 Banquet Halls
9 Meeting Rooms
2 Cafes
Looking after 9 properties (5* and luxury) for one of the biggest group in Pakistan which includes
7x Pearl Continental Hotels
2x Marriott Hotels
Total Rooms: 2200
Brand implementation
Standardization
Enhance quality and guest experience
Pearl Continental Hotel 5* with 607 Rooms
• Fully responsible and accountable for the overall performance of rooms division which includes Front of House, Business Centre, Guest Relations, Communication, Housekeeping, Laundry, Health Club, Concierge, Butler and Valet
• Respect and support team development and succession planning through continuous feedback, annual appraisals and training to optimise productivity, staff motivation and customer satisfaction.
• Monitor daily operation to ensure profitability by maximizing revenues and reducing operation costs against departmental goals, taking corrective action as needed to achieve guest satisfaction.
• Collaborating with managers, vendors and chief engineer to ensure efficient project completion of room renovation and upholstery refurbishment, adhering to strict timelines by maintaining quality and standard.
• Expert in the identification, analysis, resolution of diverse operational issues, continuously maintaining top performance while offering superior services.
• Develop sound working relationships with other cooperatives and within the business community
• Ensure hotels are fully complying as per legal legislations of data privacy, brand standards and health and safety.
• Analyse overall monthly hotel performance and provide summary report with recommendations to improve long-term strategies.
• Oversee various projects within the hotel such as Upholstery refurbishment of 333 rooms, Rooms renovation of 80 rooms, Pearl services and Pearl care to maintain product quality and improve standards.
• Inspect hotel for cleanliness and appearance; maintains a guest room management room check program with follow up processes.
• Fully responsible for the overall operation of the hotel including revenue management, sales, marketing, restaurant, conference and banqueting and HR with total revenue of £2.5m
• Creating, managing and presenting annual hotel budget to Board of Directors with a plan of achieving it.
• Conducting appraisal interviews, identifying individuals for promotion and setting performance related bonuses.
• Overall responsible of adhering company HR policies by planning, monitoring and appraisal of employee work results by training managers to coach and discipline employees, hearing and resolving employee grievances, counselling employees including deputy manager and head of departments.
• Ensure job descriptions of each department are updated as per operational demands and team is fully trained.
• Analysing sales figures and devising marketing and revenue management strategies
• Work with IHG reports (ART, Revenue Management Reports, IHG Ways of Sales & hotelligence) to develop strategies that supports our account retention, penetration and prospecting activities
• Manage the performance of all Key Accounts and keep regular communication with the IHG Key Account Directors to maximize the outcome of each account. Identify any potential new account and conduct business cases to obtain RFP for the account.
• Develop a strategy and implement a proactive process for capturing customer online reviews. Monitor online trends in Social Media tools and respond accordingly.
• Manage Locally Negotiated Rates, Groups and FIT to maximize hotel revenue. Also increase the conference business for the hotel by analysing meeting broker reports and meeting point by IHG
• Review STR reports, hotelligence, travel click and all distribution channels to implement pricing strategy and optimise sales opportunities by gaining market share.
• Submit monthly reports about hotel financial performance, general information, and recommendations to the board of directors and assist the board in formulating policies and provide all facts needed for board decision making
• Develop sound working relationships with other cooperatives and within the business community
• Successfully achieved budget in Q3 and Q4 of 2014 by maximising total revenue by additional 8% and 11% YOY respectively.
Whitbread is the UK’s largest hotel, restaurant and coffee shop operator with 40, 000 employees who are passionate about making everyday experiences special for millions of customers both in the UK and overseas.
Achievements included
• Managing a site of upto 1800 covers a day during summer, kids play area and bar, situated right on the beach with total revenue of £2.2m per annum.
• Increased “Customer satisfaction” score and loyalty club cards by 38% and 59% respectively within first 3 months.
• Reduced waste cost by 24% in Q1 and consistently achieved food and drink margins on weekly basis.
• Developed, trained and supported management team including Deputy, Assistant and Kitchen Manager; converted 4% additional profit in Q2 compare to 2013 by securing 23% revenue and controlled cost without affecting quality and service.
• Successfully opened a brand new hotel by following a Pathway Document and worked very closely with Hampton brand team to ensure smooth opening of a hotel with 188 bedrooms, bar café, restaurant, 3 meeting rooms, business centre and fitness centre with the budgeted revenue of £4.5m per annum.
• Managed owner’s expectations on monthly basis by reviewing hotel’s P&L against budget and implement action plan for following period.
• Successfully completed all online trainings including Hampton Brand training for 5 days based in Memphis, USA.
• Implemented Hampton brand standards on daily operations to ensure consistency in service levels and achieved 97% in “Quality Assurance Audit” in 2013.
• Recruited, trained and managed a team of 45 individuals by developing 8 staffs to the next level.
• Secured 75% rooms inventory with corporate clients by negotiating and signing 15 contracts in Q1 of hotel opening; assured 4% additional revenue compare to budget.
• Hotel attained 3.5% additional EBITDA in 2013 compare to budget by maximising ARR and RevPar.
• Maintained 112% RGI in Q2, Q3 and Q4 and gained market share by securing 1st and 2nd position respectively.
• Developed and managed eCommerce, marketing, OLTA and 3rd party booking websites and maximised rooms revenue by 11% in 2013.
• Secured 98% in H&S audit and ensured safety and security of the hotel was adhered at all times.
• Designed, developed and implemented F&B menu as per brand standards and generated 26% extra revenue compare to budget in 2013.
• Hosted conference of upto 350 delegates and maximised room hire revenue by 29% compare to budget.
• Managing a site of 162 rooms, 5 meeting rooms and a Bar Cafe in airport location with the revenue of more than £3m per annum.
• Propose annual budget and weekly forecast to ensure hotel achieve its target by implementing pricing strategy based on comp set.
• Ensure to complete promptly all checks and inspections required by the “Working Safe” system and that records are kept up to date. Moreover, all incidents are reported immediately by using company procedures.
• Ensure to manage all staff in the operations and sales support team and responsible for the efficient operation of the department.
• Respect and support team development and succession planning through continuous feedback, annual appraisals and training to optimise productivity, staff motivation and customer satisfaction.
• Monitor and adapt pricing strategy within the guidelines through TARS (Revenue Management) and use all distribution channels to optimise sales opportunities.
• Maximise sales through bedrooms inventory, overbooking and constrained days and demonstrate actions to up sell in all areas such as F&B, conferences and pay TV.
• To be fully converse with the Restaurant operation and to efficiently manage the operation of all shifts
• Take a keen interest in the current business situation and to bring in sound ideas to increase profit, decrease spending, up selling orders and maximising guests spend where possible
• Sign contracts with local corporate to maximise revenue and secure OTB business respectively.
• Forecasting and controlling cost in line with budget and present financial performance and targets information at board level as well as discussing company strategy relevant to the region.
• Looking after a site of 182 rooms plus Bar Cafe in airport location with the revenue of more than £3m per annum.
• Ensure hotel is achieving laundry cost per room sold (LCPRS) by keeping tight control to make sure that rooms are set up correctly and all the rejects and shortages are recorded accurately.
• Achieve ops profit by generating revenue and controlling expenses.
• Recruit talented individuals and train by coaching and performance reviews, delegating, communicating focus areas, targets and updates.
• Manage the payroll process according to the HR policies and procedures and ensure all relevant team members are kept up to date with changes/understand guidelines.
• Ensure that risk assessments are carried out for all work activities by staff and required control measures are well communicated
• Assisting district manager with day to day tasks such as putting rooms offline, undertaking disciplinary, carrying out Hotel Operations Review (HOR), conducting appraisals for Operations Manager & Assistant Hotel Managers (AHM), participating in district meetings, send complaints delog requests to customer services if necessary and look after district in absence of DM.
• To guide and support team through their training schedule ensuring that they are ready and able to carry out their role effectively for the hotel
• Ensure all duties and paperwork are carried out on daily basis, such as banking, management safe checks, placing an order if require, credit card risk, balanced day book, profit protection, room checks, maintenance issues, laundry tracker, complaint ratios and shift handover to on coming manager.
• Won Challenge a Champion award by generating 9/10 score in Guest Satisfaction Survey (GSS)
• Won “Un Sung Hero" award in Travelodge during annual company’s Big Event
• Hotel ranked no. 9 in the entire company in profit by using EBITDAR
Cineworld Cinema is one of the leading cinema groups in the UK and operates 73 sites of which 70 are multiplex sites with five screens or more.
Responsibilities Included
•Provide good customer services by welcoming and introducing company’s wide range of offers and promotions.
•Ensure management team are aware of company policy on relocation, maternity, pension etc.
•Support managers with poor performing team members with re-training and ensure training is given to all team members following the Training and Development guidelines from head office.
•Writing and delivering courses in a range of areas including time management, effective recruitment and achieving excellence in customer service along with a number of other in-house seminars.
•Communicating effectively with Head Office regarding competitor activity, regional pricing issues, HR strategies and new product availability.
•Ensure the cinema is kept up to date with legislation changes and company expectations and working with Human Resources to certify any grievances, disciplinary, tribunals are dealt with consistently.
•Ensuring compliance with financial and operational procedures by undertaking regular audits in store.
•Ensure that a team is working together to achieve the best possible results within a given time scale by offering promotions to the customers to improve sale, profit and growth of a company
Dissertation (Survival of UK cinema market under privacy threat? A detailed survey of Cineworld Cinema