Guest Service Manager- Rooms Division
Dar Al Masyaf - Madinat Jumeirah
Total years of experience :23 years, 10 Months
Planning and Organizing:
Participate in preparation of the resort’s strategic and marketing plans. Prepare the Front Office budget.
Plan and implement training plans for all Front Office employees. Conduct regular associate training, and monitor its success.
Maintain full knowledge of the Property Management and Guest Service Centre software and computer systems.
Operations:
Supervise the functioning of all departmental employees, facilities, sales and costs, to ensure maximum departmental profit is achieved.
Take personal responsibility for maximizing quality levels of product and service, and guest satisfaction.
Monitor daily arrivals and action as appropriate for any VIP or special request. Liaise with housekeeping, room service and guest relations where necessary to complete the action.
Develop and maintain a motivational working environment within the department.
Provide coaching and counseling, support and guidance to the associates as required.
Administration:
Establish and maintain effective employee relations.
Liaise with HR in all employee matters including interviewing and hiring, employee orientation, performance appraisals, coaching, counseling, and dismissal if necessary to ensure appropriate staffing and productivity.
Control payroll and business expenses of the department.
Foster good relationship with all business partners.
Key Team Achievements:
Exceeded SBU’s target of SCI scores for check in/out for 1st Q 16, and being Number 1 in the Jumeirah Hotels for the Month of March 2016.
Improved guest service satisfaction through Guest engagement program initiatives
Main Responsibilities:
Team of 35 Guest Services Executives, 6 Team Leaders, 5 Assistant Managers and 1 GR coordinator.
In charge of Guest Services department (Merge of Guest relations and reception section), Business center and CID administrator.
Lead the main reception team and responsible for daily operation which includes overbooking and rooms controlling.
In charge of the key Up-selling drivers Team.
Handle guest comments and complaints tactfully and professionally.
Overlook and conduct team appraisal, responsible for recruitment.
Champions of the TSA up selling Report forecast and meet the budget.
Key Team Achievements:
Achieved Up selling targets for last 4 quarters.
Profile score maintained above 98.5% for last 4 quarters.
Exceeded SBU’s target of JD power for check in/out for 4 quarters, and the highest ever in the Jumeirah Beach Hotel.
Exceeded SBU’s target of LQA scores for Front Office in 4 quarters out of last 5 LQA visit.
Did lead a lot of projects during the refurbishment of Jumeirah Beach Hotel.
Jumeirah Beach Hotel is one of the Dubai`s most distinctive landmarks. It sits on the shore opposite the Burj Al Arab amid a complex of gardens. Featuring 617 Ocean view rooms & suites & Private villas ( 19 villa Beit Al Bahr), 22 Restaurant, Cafés and bars, 5 Swimming pools, Waterways, exclusive leisure & sports facilities, Sinbad`s kids club facilities, 2 premiere club lounge.
Main Responsibilities:
Communicate with GM & DFOS on a daily basis to review business status and ensure effective handover of operation and follow up items.
Handling guest complaints according to standards ensuring guest satisfaction and ensure security of guest room access.
Develop and implement programs to further improve, enhance levels of service and guest satisfaction within the FO department.
Set a high example in regards to punctuality, appearance, performance, attitude in the hotel and to ensure all colleagues adhere the correct procedures as laid down in the operating manuals
Constantly monitor staff performance and give feedback in all phases of service and job functions, ensuring that all procedures are carried out to hotel standards.
Conduct financial spot check audit standard, in order to maintain a safe Zone Audit.
Support implementations of “1st 10”, considering local government regulations.
Have a thorough knowledge of all front office & Hotel SOP’s and LSOP’s.
aspects of night audit, OPERA, MARSHA, Espresso and call accounting systems.
Coaching and Counseling all associates under their supervision.
Maintaining a close relationship and open line of communication with other departments.
Implementation of sales strategy to achieve maximum occupancy and revenue.
Maintain continuous contact with hotel guests and ensure that any problems or complaints are handled quickly, efficiently and courteously.
Train and cross train all front desk associates.
Ensure Marriott’s commitment to aggressive hospitality and empowerment.
Working closely with security officer on duty and make rounds periodically checking floors, lobby, public areas, F&B outlets and back of house areas.
Maintain logbook recording events, comments and complaints in the hotel.
Actively participate in quality improvement program.
Establish a good working relationship with other night managers in the area.
Attend and conduct daily briefing.
Ensure police and arrival reports are done accurately and distributed on time.
Oversee the preparation of rooms revenue and night reports, ensuring distribution to all relevant departments.
Ensure cleanliness of the hotel at all times.
Maintaining a high standard of personal hygiene and wear proper uniform at all times.
Have a thorough knowledge of emergency procedures.
Performing any reasonable request as directed by management.
appraise and set goals for improvement for all associates under supervision.
Responsible for the Account management of selected key account & development of the sales leads and opportunities from the designated industry segments, which included:
Proactive maintenance of local & regional contracts.
Facilities all inquiries & site inspections
Identification of new source markets & Opportunities for the hotel business
Participation in Sales unlimited activities including:
Road-Shows, Exhibition, Corporate Hospitality, & Presentations.
Establish Lasting Favorable relationship with all customers & provide them with an intelligent, Cooperative professional service.
Local & international market research & Market Intelligent.
Market plan strategy, Service plan, Sales Reports, Month End & budgeting processing.
Handling Total Hotel Revenues Strategy & Tactics meeting.
In Charge of the marketing of the hotel & E-Commerce throw the Marriott Global Source (MGS) & EPIC.
Responsible for the Account management of selected key account & development of the sales leads and opportunities from the designated industry segments, which included:
Proactive maintenance of local & regional contracts.
Facilities all inquiries & site inspections
Identification of new source markets & Opportunities for the hotel business
Welcoming all our guests with a smile and maintain a professional approach at all times.
Guest registration and room assignments, according special request whenever possible, and all relevant registration.
Actively participating in the quality improvement process.
Having knowledge of hotel rates, packages, promotion and discounts and how to handle each to other departments.
Knowledge of cash handling procedures and maintaining an accurate float.
Handling guest check in, check out efficiently and in a very friendly, professional manner.
Provides hotel and city information to guests including hotel services, restaurant, outlets, banquets, tourist attractions, city tours, city events, and establishment locations. (Also gathers updates data about Dubai).
Ensuring that our front desk area is kept neat and tidy and utilizing free time for cleaning and tiding.
Up - sells our Executive rooms and Suites, plus all guest service outlets of the hotel.
Providing the diplomatic and respect the privacy of the guest.
Taking the initiative trough empowerment to ensure complete guest satisfaction and free problem staying.
Being aware of all safety and emergency procedures.
A three stars restaurant with the capacity of 150 persons,
With cantering facilities up to 1000 persons.
Major Achievements :
Solved major quality assurance problems which temporarily halted production.
Saved the company $20, 000 a year by implementing a new quality assurance system.
Working on ISO for the production line by rewriting the company's quality assurance procedures.
Increased the acceptance level of finished goods, and controlling store.
5* Gastronomic, stylish Italian restaurant with a capacity of 200 Pax, (A la cart Menu)
With a capacity of 180 Rooms, 5 outlets
Core training in the F& B department, and in the Room’s Division department
July 1997 - August 2000, & summer 2001
Department: Kitchen.
A 1st class Hotel comprises 24 guest rooms and more than 250 Chalet, With a 4 Restaurant & Bar.
Main Responsibilities:
Day to day running of the kitchen operation.
Prepare all garnishes to accompany the meal & sweet courses.
Responsible for all health & safety operation.
Good knowledge in planning, implementing and costing special Menu event: French, Italian, American, and Oriental.
Hôtel Real Estate Investments and Asset Management program 2016 to Present (6 Core Courses) under study
Bachelor Of Business Administration (Marketing) Lebanese Canadian University, École Supérieur et International de Gestion.( Private) Aintoura, Beirut – Lebanon. 2001 – 2004 (Completed 90 Credits successfully) (Completed 90 Credits successfully)
Superior Technique Hotel Management Hotel Management ( 3 Years Full Study) Institute Technique Hotelier Zgharta – Lebanon 2000 – 2003
B.T. Hotelier Kitchen ( Bachelor Technique, first Class Honor) Institute Technique Hotelier Zgharta – Lebanon 1997 – 2000