Site Operation Manager
Confidential Company
Total years of experience :8 years, 5 Months
Working closely with the Palace Manager, Executive Housekeeper, Heads of Private Teams & the Director of Quality Management to ensure alignment of objectives across these areas of specialisation.
The role contributes to the comfort provided to The Royal Family and guests by ensuring accommodation, public areas and bathrooms are always presented and kept in a welcoming and immaculately clean condition. The role also ensures that the place is ready to receive The Royal Family and guests at short notice.
Working closely with the Palace Manager, Executive Housekeeper, Heads of Private Teams & the Director of Quality Management to ensure alignment of objectives across these areas of specialisation.
The role contributes to the comfort provided to The Royal Family and guests by ensuring accommodation, public areas and bathrooms are always presented and kept in a welcoming and immaculately clean condition. The role also ensures that the place is ready to receive The Royal Family and guests at short notice.
General Responsibilities
** Ensure immaculate presentation and cleanliness of areas frequented by The Royal Family and guests through the provision of housekeeping and public area cleaning services..
** Take active steps to understand the needs and expectations of The Royal Family and guests..
** Ensure immediate response to housekeeping requests received from The Royal Family or
guests..
** Provide direction, oversight and guidance to the housekeeping team, public area cleaning team
and laundry team..
** Support the development and implementation of processes and activities for closing residents' and guests' areas for times when the palace is unoccupied..
** Support the development and implementation of processes and activities for opening
residents' and guests' areas for times when the palace is occupied..
** Support the development of the annual plan and activities for the housekeeping department,
ensuring these are fully aligned and support the objectives of the palace..
NEOM is a bold and audacious dream. It is a vision of what a New Future might look like (in fact, NEOM means, “new future”). It’s an attempt to do something that’s never been done before and it comes at a time when the world needs fresh thinking and new solutions.
The Largest VOCO branded property on Earth with 4, 321 Rooms & Suites, VOCO™ Makkah represents a world of effortless comfort and convenience, topped with a collection of thoughtful and playful touches, to ensure that your time with us is truly unforgettable, Different to your everyday stay.
As an Assistant Housekeeper, My role is to be responsible for assisting with overseeing housekeeping operations to deliver an excellent Guest and Member experience while monitoring housekeeping standards and assisting the Director of Housekeeper for the following tasks to the highest standards:
1. Responsible for supervising housekeeping operations equipped with 4, 321 rooms and suites.
2. Maintain all hotel guest rooms, public areas and the ‘heart of house’, ensuring the highest standards of cleanliness are met.
3. Establish standards and guidelines to ensure total guest satisfaction and team productivity in compliance with hotel standards.
4. Works effectively with the Engineering department with Director of Housekeeper, on guest-room maintenance needs.
5. Manage the property general cleaning schedule.
6. Lead, manage & train housekeeping team members to ensure successful operation.
7. Create and maintain good working relationships within and with other departments.
8. Participates in the management of the department's controllable expenses to meet and or exceed budgeted goals.
9. Leads an effective inspection program for all guestrooms and public areas.
10. Control all purchases for the department and be consistently aware of quality and cost.
11. Show by personal example a philosophy of work and conduct which is consistent with the company values.
12. Manage and control all operation equipment, linen and uniforms.
13. Assist Director of Housekeeper in setting short and long term strategies for the department.
My role is to Plan, direct and coordinate the daily operations across various functions of Spectrums Residence Jeddah (68 Units).
Hence, I understand the importance of playing a crucial role in the efficient deployment and management of our serviced residence’s Housekeeping, Guest Service, Security and Engineering department. My role included key responsibilities such as:
** Responsible of Hotel Operations Innovation projects for all departments.
** Managing daily operations, with specific emphasis on Rooms Division such as Front Office, Guest Services, Reservations and Security to increase guest satisfaction, employee productivity and hotel profitability.
** To assist and support the Area Manager in the operation of other areas, as directed by the Area Manager, from time to time.
** Discusses with the Department Heads in various operational issues and assist them to solve the problems
** Works closely on a daily basis with all staff to encourage feedback, job efficiency, morale, general manners and courtesy
This role is vital in ensuring that the standards of Ascott properties remain consistent with our philosophy, policies, and targets. As part of the Operations Management team, My long-term vision is to improve guests’ experiences in our serviced residences through innovative initiatives, and by handling different ad-hoc situations and in-house events.
I was Part of the Pre-opening Management Team, and I did the worldwide leadership development program of Marriott International, at La Ville Hotel & Suites, CITY WALK, Dubai . My area of discipline was Rooms Operations.
It was my first international project in a leadership position and I was extremely proud of my contributions to this “little 5-star boutique hotel. I had the privilege to be in a management team to do the whole pre-opening process should be well planned. As an old wise saying goes “if you are failing to plan, you are planning to fail”.
“Taking Care of my Team”. my team is almost everything. As another old wise saying goes “take care of your employees and they will take care of your business “plus, Establish an open door policy as your team will look up to you on their journey and will come to you to be consulted.
"Doing a CityWalk tour for my team" I was responsible to take 15 to 45 people every week on Sunday to show them our new " CITYWALK AREA 1&2", to ensure that they are well-known within the area of our new hotel.
"Training new joiners" I had the privilege to be a part of the management team to be fully in charge of my team during the pre-opening process such as training my team well on Standard Operating Procedures, Policies, Systems and Service Standards. This will ensure you do great on the basics, in addition to doing a hotel snagging.
Encouraging my team to contribute ideas and share their experience with each other. It could be through brainstorming sessions; it could be through friendly competitions; presentations that my team members were assigned to do; training where team members engage in some group self-taught activities.
I was responsible to receive and give a warm welcome to our guests, providing an efficient and courteous approach at all times, I am an outgoing Guest Relations who makes clients feel at home and to guarantee their contentment. I furnish clients with above-and-beyond service to ensure a memorable and genuine experience. My goal is to sponsor a helpful image by honouring guests’ requests and to achieve high levels of guest satisfaction and engagement. My role included key responsibilities such as:
•Offer consistently professional, friendly, warm and engaging service
•Be available for guests at all times as a point of contact
•Maintain effective communication with all related departments to ensure a smooth service delivery
•Extend personal service and attention to all guests, with particular emphasis to Club Rotana and VIP Guests
•Ensure that the rooming of all guests is according to the “Leading Hotels of the World” standards
•Escort of Club Rotana guests to Executive Floor for Check-In
•Maintain an up to date knowledge of the hotel and local services and supply information and respond to guest queries
•Deal promptly, efficiently and pleasantly with any queries
•Establish, promote and maintain good public relations and enhances sales for the hotel at every opportunity
The Master of Art in Hospitality and Tourism Management is designed to enable me to develop concepts and theories relating to the strategic development of business in this growing field while linking creative thinking with the use of new media and technology, furthermore it designed to give me a thorough understanding of the meaning of hospitality, focusing on the three domains of hospitality: private, social and commercial. I had an opportunity to challenge myself to create my own philosophy on hospitality, moreover I had to apply this philosophy and vision to an industry of choice, for example cities, countries, hotels, hospitals, etc
Bachelor of Tourism Management degree provided me with expertise and experience in tourism planning and development, the cultural basis of tourism, and the desirable social contributions of tourism and the tourism industry. It gave me a great an in-depth understanding of the interactions between different aspects of the business of tourism and its natural, social and cultural environments. It integrates concern for the local or destination community and the process of tourism planning and management in the context of responsible sustainable development.