GENERAL MANAGER & DIRECTOR OF SALES & MARKETING
JASMINE GARDEN HOTEL
Total years of experience :16 years, 2 Months
GENERAL MANAGER & DIRECTOR OF SALES & MARKETING (JASMINE GARDEN HOTEL) Jeddah city in Makkah Province.
Team leader for 74-Units select service hotel located in Jeddah city, supporting six department/function leaders and
46-odd associates. Accountable for the direction of Sales/Marketing, Revenue Management, Food & Beverage and Guest Satisfaction efforts, as well as maintaining financial, brand compliance, and investor reporting for all stakeholders. During my tenure, we worked successfully to:
Uncover and develop two productive LNRs, helping to firm and flatten the hotel’s demand pattern.
Employed communication and gamification strategies to increase associate engagement with guest satisfaction feedback and employed tactics to improve the hotel’s “Intent to Recommend” metrics.
Employed team incentives to drive extended “Perfect Fill” results during peak demand season.
Facilitated training events and other “peer competitiveness” approaches to foster talent development in the operating department.
Develop high-quality business strategies and plans ensuring their alignment with short-term and long-term objectives Lead and motivate subordinates to advance employee engagement and develop a high-performing managerial team Oversee all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission Make high-quality investing decisions to advance the business and increase profits Enforce adherence to legal guidelines and in-house policies to maintain the company’s legality and business ethics Review financial and non-financial reports to devise solutions or improvements Build trust relations with key partners and stakeholders and act as a point of contact for important shareholders Analyze problematic situations and occurrences and provide solutions to ensure company survival and growth Maintain a deep knowledge of the markets and industry of the company.
General Manager (Grand Park Hotel & Resorts Jeddah city in Makkah Province)
Team leader for 135-Units select service hotel located in Jeddah city, supporting six department/function leaders and
85-odd associates. Accountable for the direction of Sales/Marketing, Revenue Management, Food & Beverage and Guest Satisfaction efforts, as well as maintaining financial, brand compliance, and investor reporting for all stakeholders. During my tenure, we worked successfully to:
Uncover and develop two productive LNRs, helping to firm and flatten the hotel’s demand pattern.
Employed communication and gamification strategies to increase associate engagement with guest satisfaction feedback and employed tactics to improve the hotel’s “Intent to Recommend” metrics.
Employed team incentives to drive extended “Perfect Fill” results during peak demand season.
Facilitated training events and other “peer competitiveness” approaches to foster talent development in the operating department.
The Assistant Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow.
Essential Job Functions :
Guest Service
• Maintains guest service as the driving philosophy of the hotel.
• Personally demonstrates a commitment to guest services in responding promptly to guest needs.
• Is committed to making every guest satisfied.
• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.
• Develops added value customer service programs.
• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
Front Desk Management
• Acts as manager on duty for hotel and manages front desk operations in the absence of the Front Office Manager.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Assists in Revenue Management functions as requested. Actively participates in conference calls with Corporate Management and any calls with brand revenue management centers
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Produce accurate financial reports on time.
• Works with the General Manager and Sales Manager / DOS to generate new business ideas to increase sales, set up rate codes and input rooming lists
Human Resources
• Manages human resources functions, including recruiting, selection, orientation, training, performance planning and evaluation, pay and reward programs to maintain a qualified front desk work force.
• Maintains a positive, cooperative work environment between staff and management.
• Emphasizes employee selection, training and development as a way of doing business.
• Ensures all hotel employees know hotel objectives.
• Ensures personnel files are accurate and comply with both local and federal laws and regulations.
• Administers personnel policies fairly and consistently.
• Resolves employee grievances in a fair and timely manner.
• Ensures employees understand policies, pay procedures, bonus plans and benefits.
• Helps develop management talent by acting as a mentor for direct reports.
• Ensures completion of training objectives and development plans.
• Monitors and maintains acceptable turnover levels.
Safety and Security
• Knows local health and safety codes and regulations that apply to the hotel.
• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.
• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.
• Understands and follows policies and procedures for the hotel's key control system and ensures others follow them.
Operations
• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.
• Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.
• Periodically inspect rooms, building exterior, parking lot, etc.
If you are seeking a position where you can grow and be a part of a fun team, this job may be your answer. We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace
Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training, and correcting where needed.
Maintain a professional and high-quality service oriented environment at all times
Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
Perform all check-in and check-out tasks
Manage online and phone reservations
Inform customers about payment methods and verify their credit card data
Register guests collecting necessary information (like contact details and exact dates of their stay)
Welcome guests upon their arrival and assign rooms
Provide information about our hotel, available rooms, rates and amenities
Respond to clients’ complaints in a timely and professional manner
Liaise with our housekeeping staff to ensure all rooms are clean, tidy, and fully furnished to accommodate guests’ needs
Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
Upsell additional facilities and services, when appropriate
Maintain updated records of bookings and payments.