rania ammatoury

y 2016 Responsible for planning, developing, implementing and evaluating the quality of property’s rooms. Position works with direct reports to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives. The position ensures Rooms operations meet the brand’s standards, targets customer needs, ensures employee satisfaction, focuses on growing revenues and maximizes the financial performance of the department. Develops and implements property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and employees and provides a return on investment to the owner and company. Leading Rooms Team • Champions the brand’s service vision for product and service delivery. • Communicates a clear and consistent message regarding departmental goals to produce desired results. • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals. • Monitors and promotes room rates, specials, and promotions at the residence. Managing Profitability • Analyzes service issues and identifies trends. • Works with Rooms team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution. • Reviews and audits expenses. Managing Revenue Goals • Monitors Rooms operations sales performance against budget. • Reviews reports and financial statements to determine Rooms operations performance against budget. • Coaches and supports operations team to effectively manage occupancy and rate, wages and controllable expenses. • Compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results. Ensuring and Providing Exceptional Customer Service • Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer. • Delivers excellent customer service throughout the customer experience and encourages the same from other employees. • Reviews guest feedback with leadership team and ensures appropriate corrective action is taken. • Coordinates and communicates event details both verbally and in writing to the customer and property operations. • Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations. • Responds to and handles guest problems and complaints. • Uses personal judgment and expertise to enhance the customer experience. • Stays available to solve problems and/or suggest alternatives to previous arrangements. • Interacts with guests to obtain feedback on product quality and service levels. • Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. • Works to continually improve customer service by integrating obtained feedback and personal judgment into action plans. • Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. • Ensures that employees understand expectations and parameters for Room duties. • Facilitates the development of creative solutions to overcome obstacles and

Prepare market analysis through evaluating new market prospects. Prepare sales and marketing reports to include weekly management report as well as flash figures. Develop monthly budget analysis and prepare monthly sales activity reports. Ensure to track and store monthly systems production reports. Evaluate market information and prepare reports as well as rate analysis required for management and sales staff. Assist sales and marketing staff as necessary at any phase of sales plus marketing efforts Support enrollment meetings, benefit fairs and installation plus renewal process for current and new accounts. Develop quote requests for purpose of underwriting incorporating census summary, plan design and zip code analysis. Develop network evaluations, disruption analysis and radius access modules. Prepare packages proposals and support information for presentations through sales and service team. Develop, interpret and summarize reporting packages of employer group

Work with Group PR manager on execution of PR plans for the channels/ platforms under your
responsibility Participate in channel meetings and presentations; daily oversight of assigned PR activities,
including working closely with marketing, channel, online and social media teams on related PR efforts
Provide task-related support to PR manager for all activities related to channels/ platforms, including:
Develop/ implementing PR strategies, campaigns, and initiatives Develops effective PR and content
driven plans for the various channels/ platforms, including driving the development of content calendars,
pitching calendars and editorial calendars Compile comprehensive media coverage reports for the
channels/ platforms on weekly and monthly basis, as briefed by PR manager Ensures new techniques in PR
are incorporated into channel/ platform plans.
Organization and management of events, , relating to channel, Press conferences, launches, forums,
exhibitions

Administer all operations of front desk operations, concierge, guest relations.
Reservations & GDS System, and Spa including: hiring, firing, performance management, and
recognition duties) Maintain records of room inventory for facility and ensure optimal level of customer
satisfaction.
Monitor all activities of front desk on everyday basis and ensure compliance to all policies and procedures
to maintain exceptional quality of services.
Supervise all account and finance related processes such as payroll to ensure timely payment.
Hire and train new front desk associates in all hotel policies and procedures and everyday activities.
Maintain records of all data and forecasts arrival and departure of guests on an everyday basis and ensure
an effective night team to ensure smooth operations.
Analyze all guest complaints and requests and ensure timely resolution for all.
Supervise working of all team members and ensure achievement of all front office

Manage all pre-opening front office functions.
Develop standard operating procedures.
Purchase equipment, supplies, and uniforms.
Design front desk and guest service bell stand to ensure smooth operation.
Forecast labor expenses.
Establish a comprehensive training program.
Recruited, hired, and trained all front office staff.
Great financial management experience, analyze P&L statements, develop operating budgets, forecasting
and capital expenditure planning.
Maintains and/or develops applicable operating procedures for Front Office to ensure efficient work
methods with the different departments and shift.
Reads the Front Office logbook and checks the reminders for daily operations and directs actions to be
taken by all concerned.
Checks the arrivals/departures and expected occupancy for the day.
Ensure that room blocking for the day meets the requirements of expected guest.

Review group blocking, if there is any.
Prepare the duty roster of the Front Office Staff.
Monitor work of housekeep.