Front Office Manager
Hilton Hotels and Resorts
Total years of experience :15 years, 10 Months
Hilton Doha
‘Front Office Manager’ (Task Force) Feb 2020 - Aug 2020
Hilton Beirut Downtown
‘AFOM’ (Pre-Opening) Sep 2018
• Quality Assurance champion
• Pre- opening critical path execution
• Member of OnQ PMS Software installation committee
• Up-selling : FPG Champion - Achievement : EMEA SALT CHAMPION JULY & AUG 2019
• Customer Satisfaction : Salt Champion - YTD 77 % above target by 12 %
• Hilton Honours Enrolment 100 % YTD N#1 KSA & Levant region
• • Managing luxurious commercial and residential properties.
• In Charge of the operations.
• Manage a team of property supervisors
• Managing, monitoring, when needed coaching the soft services subcontractors and staff.
• In charge of the CAPEX and OPEX of the properties.
• Setting and managing the yearly budget of the properties.
• Leading and running the yearly General Assembly
•• In Charge of the customer service team at City Centre Beirut
• Ensure that soft services providers (Cleaning - Security - Valet parking etc...) are applying company service culture.
• Following up on external customers and tenants queries.
• Ensure that company SOPs are always applied.
• In charge of recruiting and selecting customer service candidates.
• Preparing and conducting on-job and off-job trainings when needed.
• Assist in creating a 5 stars service culture within the company.
• Assist in setting a loyalty program for the shopping mall
• Assist in creating a CRM system.
• Assist the head office in Dubai in setting the best customer service standards.
• Liaise with internal and external customers to identify areas for improvement and make recommendations for customer service level improvements.
• Work with marketing manager to assist with the promotions, entertainment and events conducted in assigned operating assets throughout the year wherever necessary.
• Maintain appropriate standard of conduct, dress, hygiene, uniforms and grooming of all the customer service staff, and external subcontractors.
•Reports on daily basis all night shifts' complaints, special interactions for follow up from HOD’s and management.
•Welcome VIP rooms upon arrival.
•Ensure the efficient running of the night shift operation.
•Handle complaints according to hotel rules and regulations.
•Attend the daily morning briefing
•To be aware and handle the overbooking situation.
•Performs a daily tour of the house and report back to the general manager.
•Responsible for all night activities
•Handle guest complaints
•Make sure operation is being run up to standards
•Make sure that the service is being run up to standards.
•Maintain appropriate standard of conduct, dress, hygiene, uniforms and grooming of all the night staff.
•Member of the pre-opening team
•Prepare the budget for the front office department
•Prepare the weekly duty roaster for the front office staff
•In charge of creating new loyalty program for the hotel
•Coordinate with sales manager for administration of the Revenue Plan and the accuracy of all rooms data as input into the system
•Prepare and give many trainings (telephone skills, recovery system, bomb threat etc..)
•In charge of the security department
•Responsible for all front office and front office activities
•Train and evaluate the front office staff
•Handle guest complaints
•Set the policies and procedures for the front office department
•Reports directly to the general manager
•In charge of all the night shift activities
•Represent the general manager at night
•Make sure all policies and procedures are being implemented according to standards.
•Handle all guest complaints
•Cover PM duty manager twice per month
•Performed system IT training, cover the IT manager during his absence
•Take care of all night team needs and requests
•Make sure operation is being run up to standards
•Train the staff on audit and closing procedures
•Analyze the figures of manager report and prepare the general manager’s report accordingly
•Audit financial transactions for reconciliation when needed
Guest Service Supervisor May 2007-Dec 2008
Guest Service Agent Oct 2004-Nov 2005 (Member of the pre-opening
