Hotel Manager
Al Khoory Hotels
Total des années d'expérience :20 years, 7 Mois
Al Khoory Hotel Apartments and Al Khoory Inn (2019 -2020) - Al Khoory Hotels - Dubai, UAE
• Manage 144 Hotel Apartments with AED 10 million in Annual Revenue.
• Coordinate and implement sales and marketing activities of the property.
• Review and analyze monthly revenue numbers, stats, and guest comments to take appropriate action for further improvements and enhancements towards revenue and service excellence.
• Communicated with existing and perspective clients to establish a strong professional relationship.
• Demonstrated ability to recruit, hire, and train a highly motivated team.
• Conducted coaching/counselling sessions, performance evaluations, discipline documents, and terminations.
• Responsible for the preparation of property budgets and ensure purchases are within the budget.
• P & L management achieved profitability through revenue growth and cost control. Exceeded company year over year goals resulting in bonus pay-outs.
• Successfully resolved aging accounts receivable issues resulting in no bad debt write offs.
Key achievements:
• Slashed the number of customer complaints by 30% through ensuring that staff followed guest Standard Operating procedures and guidelines.
• Received high level of accreditation on TripAdvisor and received the Certificate of Excellence Award 2019/2021.
• Core Team member in SOP formation for the Al Khoory Group of Hotels.
• Consistently achieve and surpass the Budgeted occupancies and Revenue targets in 2019 and 2020.
• Maximizing GOP by cost effective measures and ensuring that quality standards are maintained to achieve high guest satisfaction.
• Implementing customer feedback system to enhance customer satisfaction levels.
• Earned exceptional ratings and testimonials from clients on Booking.com.
• Sourcing local vendors for supplies, finalizing rate contracts with quality specifications.
• Monitoring the sales team on daily basis and assessing materialization.
• Handling Credit Control on outstanding and conducting reviews on a weekly basis.
• Preparing training schedule of all departments in coordination with HR team.
• Overseeing the preparation of MIS reports on a monthly basis; reviewing and analyzing the reports.
• Responsible for budgeting of revenue & expense (operating & capital) on a yearly basis.
• Conducting daily meetings with department heads to streamline the channel of communication
• Ensuring HACCP Standards are in total adherence
Achievements:
1. Received Three Awards for Guest Satisfaction and Being The Best Mid-Segment Business Hotel in Mumbai.
2. Elevated the Trip advisor ratings and also received “ Certificate of Excellence 2014”
3. Enhanced the GOP to 45% by adopting various corrective measures.
4. Reduced the HLP costs by 35% by implementing various energy saving measures.
5. Stabilized food and beverage cost by increasing the foot falls by activating innovative marketing strategies.
• Supervises the overall activities of Front Office, Housekeeping, Laundry and Security department.
• Monitors the personnel of these operations to ensure guests receive prompt, cordial attention and
personal recognition.
• Ensures staff, particularly guest contact personnel, known repeat guests and other VIPs and provide
special attention and recognition.
• Coordinates exchange of pertinent information between departments within the Rooms Division and
directs exchange of information with other departments.
• Consults with Department Heads and General Manager on an ongoing basis to improve business
conduct.
• Assumes overall responsibility for maintaining presentation standards to ensure facilities and
equipment are clean, in good repair and well maintained.
• Schedules and regularly conducts routine inspections of areas under control.
• Maintains appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of Room
Division employees.
• Conducts comprehensive monthly departmental meetings to include review of procedures and events
which warrant special handling and detailed information.
• Promotes Inter-hotel sales and in-house facilities.
• Monitors and controls the inventories for operating equipment and supplies.
• Communicates to the General Manager to his/her delegate, and other Department heads, all information
likely to be of interest to them.
• Monitors and controls the Room Division Operation in the areas of revenue expenditure, profitable and
performance against budget
ITC Fortune Select Exotica, (5 Star) Navi Mumbai (July 2007 - Jan 2008)
Front Office Manager. (Pre-opening core team)
Hotel Front Office Manager with huge background in supervising and managing all aspects of the front office at the pre-opening stages and widely exposed to the various activities of opening a hotel which includes 1) Sourcing 2) Recruiting 3) Licences for operating the Hotel 4) Dealing with Government officials 5) Procurement 6) Human resource activities 7) Training 8) Department setup 9) Telephone and Internet setup etc; performing daily monitoring of rooms inventory, rate and plan availability; ensuring adequate staffing levels for all departments, front desk, communication department, and night audit; developing and implementing training and development plans; managing department forecasts and budgets for both line expenses and payroll.
• Create and produce reports as required
• Handling Sales
• Coordinate schedules, payroll and expenses to meet or fall below budget.
• Participates in property initiatives.
• Ensure that guest data and management reporting is processed efficiently and accurately while maintaining proper security standards.
• Ensure that all accounting transaction and cash handling procedures are in compliance.
• Relieve front office departments for breaks/lunches.
• Conduct regular monthly meetings with members of the Front Office and Communication Team to address current initiatives, projects and long term goals.
• Pro actively identify potential guest issues.
• Assist housekeeping in day-to-day activities.
• Recruit, hire, train and retain associates for all supervised departments.
• Develop monthly training items to foster development and cross training with other departments.
• Perform associate evaluations, provide coaching and development.
• Monitor guest satisfaction processes, and respond to guest concerns, and inquiries.
Reporting to the Front Office Manager,
• Assist the Front Office Manager in all aspects of the department and ensure service standards are
followed
• Provides managerial support for Front Office and Guest Services in the daily operational duties for these areas
• Consistently offer professional, friendly and engaging service
• Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity
guidelines
• Promote effective communication through pre-shift logs, emails and departmental meetings all
Pertinent information for the respective shift and areas of operation
• Assure training paths are implemented for every member in
the Front Office department
• Assist guests and clients with hotel matters
• Promote policies, procedures and service standards and
become the role model for them
Other duties as assigned
Burj Al Arab, Dubai, UAE (September 2002 - September 2005)
Senior Guest Service Executive
Nominated twice for the best Employee of the Month in year 2004.
Certified Task trainer of the department.
• In-charge of the floor operations, supervising butlers and housekeeping staff - to ensure smooth check in/checkouts and familiarising the guest with hotel facilities.
• Increasing revenue by up-selling suites and cross-selling restaurants within Jumeirah International
• Maintaining and updating guest folios, keeping dockets up to date, daily credit checks and preparing invoices for travel agents and companies
• Induction of new recruits in the team by providing floor training and Fidelio training. Assisting managers in daily operations and performing specific duties assigned by managers.
Oberoi Towers (, Mumbai, India (Feb 2001 - August 2002)
Front Office Assistant
Experience includes rooms division; Reception; cashiering; guest relations; room reservations and central reservation system - including co-ordinating with the assistant manager to block rooms for groups and airline crew. Preparing summary for cash, credit card, traveller's cheques and foreign exchange.
Preparation of occupancy and other revenue reports for the senior management.
Training Programmes Attended
•Leadership -Training & Development (Oberoi Towers)
•One-Minute Manager - Training and Development (Oberoi Towers)
•Wings to fly -Training & Development (Oberoi Towers)
•Who Moved my Cheese (Burj Al Arab)
•Praise Me (Burj Al Arab)
•Harvard Mentor Manager (Grand Hyatt Mumbai)
•Task Trainer (Burj Al Arab)
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