Hotel Manager
WAHAJ Boulevard Hotel ****, KOWEIT
Total years of experience :6 years, 7 Months
I'm reporting to the General Manager & responsible for the following tasks.
Duties And Responsibilities:
* Interviewed, selected, coached, and supported associates, ensuring they performed in accordance with the established hotel standards and values.
*Assisted the General Manager in the preparation of forecasts and reports as well as in the development, implementation, and monitoring of the budget.
*Resolved customer complaints, and anticipated potential problems by reviewing and monitoring operational issues, business flow, and associate performance.
*Cooperated with the sales staff to discuss and implement sales strategies to improve occupancy levels and revenues.
*Created specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Key achievements:
* Slashed the number of customer complaints by 35% by ensuring that staff followed customer service guidelines.
*Improved hotel rating on Tripadvisor from 6.8 to 7.5 within a single year.
Duties And Responsibilities:
*Lead the operational team of the hotel to maximize efficiency and achieve the highest volume of revenues.
* Provide clear leadership for quality initiatives aligned with business goals and objectives.
*Coach & develop a team of department heads.
*Manage operating expenses to minimize costs while providing excellent guest services.
*Conduct regular inspections of the hotel to ensure expected hotel standards are maintained.
* Coordinate departments activities with other departments to facilitate increased levels of communication.
*Along with the department heads, take the leading role to reinforce a customer-focused approach to hotel operations at all times...
Duties And Responsibilities:
*Supervise and coordinate the activities of the teams (reception, F & B, technical, and security.
*Management of customer complaints.
*Veille the application of hygiene standards.
*Participate in welcoming and serving customers.
*Establish the Duty Manager report and present it on the day of the briefing...
Duties And Responsibilities:
*Required to welcome our guests to the hotel in a friendly and helpful manner, ensure that the public areas are kept clean and tidy.
*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.
* Direct and oversee all hotel operations during the night shift to ensure guest satisfaction and safety.
* Conduct Briefing for all staff during Night Shift.
*Inform all Overnight staff of nightly activities, group, and VIP arrivals as well as special requests and repeat guests.
*Supervise the staff night shift, reception, f & B, technical, and security.
*Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, assigning nightly work, conducting training, conducting counselings and evaluations, and delivering recognition and also reward.
*Maintain a professional and high-quality service-oriented environment at all times.
*Revenue control, invoices, and payment.
*Management and monitoring of operations.
*Customer claims management.
*Reception and monitoring of VIP customers.
*Oversee preparation of daily summary reports ( Night Manager Report)...
The Master of Science program is segmented into modules with topics such as Financial Management Hotel Profit & Loss Statement Food and Beverage Management Human Resource Management Leadership Marketing and Sales Management Revenue Management Rooms Management Hotel Front Office Operations Hotels Strategic Management