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Governor West Bay suites & Residences
Total years of experience :21 years, 11 Months
Oversees all aspects of Property Management in accordance with Company mission statement,
including maximization of financial performance, guest satisfaction, and staff development within established quality Standards. Responsible for the hiring, training and discipline of all hotel staff.
Duties and Responsibilities
Reports directly to the Revenue Manager.
Interacts and co-operates with other Front Office and Sales employees as appropriate under the RDM general guidance.
Interacts and co-operates with other hotel departments as appropriate respecting the hierarchy.
Interacts and co-operate with any guest making a booking and will be kept responsible for all requests until they check in.
Assist the Revenue Manager in the Following facets:
o Understanding the composition of hotel profitability, and uses this to evaluate business from local accounts and groups so as to provide input to future rate setting and negotiation.
o Monitor competitor pricing for all revenue generating departments, understands the dynamic of the local market and the demand generators, and recommends appropriate actions to the Revenue Room Taskforce in relation to the hotel’s pricing and market mix strategy.
o Assist the Revenue Manager to Facilitate the Revenue Room Meeting (which the RDD chairs) and generates reports and analyses needed for these meetings, displaying key facts/trends etc., on the revenue room walls.
o Monitor and determine demand periods together with Revenue Manager for function space, rooms and catering through an analysis of historical data and current bookings. Responsible for tracking and analyzing of booking pace, group wash, cut off enforcement for groups as well as denied and regretted business.
o Monitor and implement sell strategies for all group proposals above 9 rooms on any one night, and collaborates with the Director of Sales or Director of Catering on setting group and conference rates.
Lead and assist in managing the Reservations Team together to achieve budgeted and forecasted Rooms Revenue, through the conversion of Reservation calls to sales, whilst delivering customer satisfaction.
Maintain good employee relations.
Promotes a helpful and professional image to the client and gives full co-operation to any customer requiring assistance with a prompt, caring and helpful attitude.
Ensures all pertinent information is recorded and given to all Reservations personnel.
Maintain data base accuracy in order to get return correct inventory and rates to market, segment our business property, and track our business to facilitate strategic analysis.
Ensure timeliness and accuracy of rate codes on the company profiles for accurate corporate reservations.
Channels Sales opportunities to the Sales Department.
Is fluent in the key principles of the HOTEL Pricing Strategies and Revenue Management, Retail, Corporate, Leisure, Group, and Others
Handles Rate Restrictions, hurdles and availabilities
Assist Revenue Manager in preparation of Forecasts and Budgets
Is aware of the Key Revenue Management Metrics
Ensures VIPs and regular guests receive priority in bookings.
Ensures regular guests and VIP reservations are handled according to procedures.
Ensures all reservations are entered into computer system, and on timely basis.
Monitors daily input of individual reservations to ensure correct entry into the system.
Monitors and controls the web availability and inventory E-Commerce.
Ensures that all correspondence is on hand and checked for all arrivals and any adjustments have been made and filled correctly.
Maintains effective Archives.
Coordinates with credit manager regarding accounts, understands hotel credit policy and ensures it is applied.
Support the Revenue Management meeting through providing accurate information pertaining to the market, forecasting, and other revenue management strategies.
Acts carefully with the application of room reservations and group reservations procedures.
Handles complaints efficiently and promptly.
Ensure that all departments that may take reservation calls and make bookings, create profiles, or make a group block etc.
Being a designated trainer I was responsible to arrange the training plan/ check list for the new hire which include having the following qualifications: \n \n Effective verbal and written communication skills \n Known as an active and objective listener \n Consistently demonstrates through own behaviour the Four Seasons Service Culture Standards \n Is attentive to guests’ needs and finds pride and purpose in providing exceptional service and product; anticipates guests’ personal preferences and exceeds expectations \n Remains calm and attentive, and displays concern regardless of the circumstances \n Exhibits a sense of professionalism language and demeanour; is gracious under pressure \n Uniform and appearance always look crisp and fresh; demonstrates high level of attention to grooming \n Consistently shows sensitivity to the different needs and values of others \n Actively promotes buy-in from the group and encourages the group’s efforts \n Actively pursues the goals of the group regardless of its impact on personal interests \n Proactively offers to work additional shifts or hours in light of organizational demands \n Looks for continuous improvement opportunities and offers to take action, when appropriate, without being asked. \n Proactively seeks to acquire knowledge to improve overall job effectiveness \n Is able to sense when he or she is not being understood and can change his or her communication approach accordingly \n Inspires others to achieve high ethical and fair standards \n Proactively provides frequent, candid communication to foster trust and maintain integrity
I joined the pre-opening team of this unique Motel, it is a story of handling 28 unique suites fully booked 365 days a year, The Royal Suite gave me a Hugh opportunity to learn the hotels roles and it was a fundamental for my career. \nJuly 04th, 2003 up to September 16, 2005.
my first real job, my first signed contracted with a 4 starts hotel, join the opening team almost the golden days of Arena. \n \nBeing with the front office team, allowed me to mingle within the department and observe the different positioning sometimes receptionist, cashier, concierge, operator …etc. \n \nAfter the success of 6 months, I get the first promotion to become the Sales 3 in one (Sales Executive- Coordinator- planer). \nJune 25th, 2002 up to July 03rd, 2003
English translation at Damascus University, open learning center (graduation year)
Master of Management in Hospitality
