General Manager
Le Mersenne Zanzibar, Autograph Collection
Total des années d'expérience :12 years, 4 Mois
Streamline all aspects of hotel management operations by implementing innovative procedures to drive operational excellence.
Establish and execute the progressive budget and business plans to meet and exceed the financial objectives of the hotel within six months. Manage hotel facilities with 48 rooms, two restaurants, three bars, and two meeting room with a capacity of 150 persons through the implementation of effective management techniques. Lead and mentor cross-functional teams of 55 staff members and managers by applying pro-active leadership approaches to ensure the smooth running of hotel functions.
Key Contributions:
Obtained and maintained net profit margin by 2% through the implementation of effective strategies.
Improved hotel ranking on TripAdvisor from number 8 to number 4 out of 27 in town, by improving customer experience.
Achieved TripAdvisor Certificate of Excellence for delivering excellent performance results.
Formulated and applied SOPs and “Out of the Box” strategies for strengthening business performance.
Developed pre-opening checklists in line with company guidelines. Executed a diverse range of construction and maintenance operations of the hotel. Built and coached multi-skilled hotel team to accomplish assigned tasks within the specific time duration. Designed and applied sales and marketing strategies to expand business volume. Headed highly talented team of 35 staff members and managers to manage hotel facilities with 24 suites and villas, one restaurant, and one bar.
Key Contributions:
Exceeded owner’s expectation and satisfaction level for meeting pre-opening deadlines.
I have introduced new procedures for reporting an average occupancy of 60% after the opening.
Managing the front office operation, Ensuring maximum guest satisfaction, managing the reservation system responsible for allotments and group blocks, managed to increase the hotel occupancy and
the rooms revenue by selling the hotel rooms on different e-channels and manage the inventory of
the e-channels with the travel agents allotments, overseeing the housekeeping and the laundry
departments to ensure maximum guest service quality.
Checking all the hotel outlets during the night to make sure that all the safety and security
procedure are applied; making sure that all the late and early arrivals be processed smoothly;
checking the house status for any overbooking; checking the current day arrival for method of
payments and rates; checking the next day arrival for any special requests, elite members and VIPs
and make the required room blocking; handle all the guests complaints and requests make sure
guests are satisfied and their requests are delivered promptly.
Hurghada Marriott Beach Resor ts - Hurghada, Egypt | Guest Services Agent
Processing the guests check In/Out, processing guest accounts, handling guest requests and
complaints, explain to the guest all the hotel facilities and outlets, give the guests information
about the local area and the city attractions and activities and promoting the hotel facilities.
Taking reservation by phone or walk in guests.
Cross trained in the Guest relation, Reservation and Operator departments.
Processing the guests check In/Out, processing guest accounts, handling guest requests and
complaints, locate the VIP rooms and prepare the proper treatment for them, upselling the hotel
facilities.
Internship in all the departments in focus on the Front desk operation
Shadowing for the Front desk manager and the Manager on Duty
Managing the front office staff, check in and check out, processing the front desk reports and
communicate this information with the management, handling guest request & complaints.
Tourism Diploma
courses: Certification in Managing Front Office Operations, from the American Hotel & Lodging Educational Institute: October 20, 2011 Independent Coursework Intensive English as a Second Language and American Culture & Conversational English Social Media Marketing (HP LIFE e-Learning) Managing Your Online Reputation with TripAdvisor (eCornell, PTRTA001)
courses: Community Colleges for International Development 2011/2012
(Egypt)
Hospitality Management program (None degree