Mona saigh

In this role, I continually focus on

- achieving hotel profitability through revenue generation, cost control, guest satisfaction and developing employees training and engagement while maintaining the integrity of the hotel.

- Managing daily operations, guest service standards and initiatives, product quality, inventory management and cost controls, merchandising, systems use management, budgeting and forecasting, department management.

- Collaborating with operational department heads to ensure proper training, review of financials, goals and operational performance

- developing managers for future advancement through competency training and corporate sponsored training programs.

- Ensuring the compliance of all Brand Standards of facilities and services provided by the Front of House and Recreation departments with a successful record of goal achievements over the last years.

- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Integrates and trains employees, providing support for skills development.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- working on Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.

- leading Guest Service Teams in 4 hotels.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others demonstrates honesty/integrity: leads by example.
- Celebrates successes and publicly recognizes the contribution of team members
- Handles complaints, setting disputes, and resolving grievances and conflicts, or otherwise negotiating with other.
- Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand Guest needs, providing guidance, feedback, and individual coaching when needed.
- Ensures the quality, standard, and meeting the expectations of the customer on a daily basis.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for guest relations.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Prepares the corrective action plans to improve guest satisfaction.

• providing general administrative and clerical support including mailing, scanning, faxing and copying to management
• maintaining electronic and hard copy filing system
• opening, sort and distribute incoming correspondence
• performing data entry and scan documents
• managing calendar for Managing Director
• assisting in resolving any administrative problems
• running company’s errands to post office and office supply store
• answering calls from customers regarding their inquiries
• preparing and modify documents including correspondence, reports, drafts, memos and emails
• scheduling and coordinate meetings, appointments and travel arrangements for Managers
• maintaining office supplies for department.

- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Integrates and trains employees, providing support for skills development.
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
- working on Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Showing Initiative, Problem Solving, Staff Training, Team Leading.
- Provide high level of customer service and maintain a high profile in the day to day front office operations.

- Ensure Outstanding customer care at all times.
- Maintains a friendly, cheerful and courteous demeanor at all times.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Assist all departments in servicing the guests during high volume periods.
- Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Allocate rooms to expected arrivals after checking the guests preferences and special requests.
- Participate in hotel committees and task force assignments.

• Implemented an internal inventory management control system in retail store which reduced internal operational and financial risks
• Implemented and managed market segmentation strategy to target specific groups; used ages& gender segmentation to target female students including university students between 18 - 28 years.
• Conducted ongoing market analysis and assessment of competitors to know our position in market and how we can improve it according to ongoing market
• Established relations with partners/competitors in the market to differentiate our products and using price agreements which were beneficial to avoid price wars.
• Implemented cost-effective procurement strategy to enable the highest possible level of quality, reliability and at the lowest overall cost .