Director of Rooms Operations
Marriott International
مجموع سنوات الخبرة :23 years, 4 أشهر
Executive Committee Member overseeing the day to day Operations of the property. Responsible to ensure the smooth and efficient running of all operational aspects of Rooms Operations related departments (Front office, Housekeeping, Laundry, etc.) and ensuring that the various departments are run according to the standards set for the brand in general and the hotel specifically. Directs, controls the activities and oversees hotel Services including Front Office, Housekeeping, laundry, Guest Relation, Concierge, At Your Service and the Executive lounge. Assures that standards are met, guests and employees are satisfied and problems are promptly resolved. Directly supervises the Department Heads and ensures thorough communication and follow-up on any problems, guest or employee requests or special requirements, and on hotel initiatives. Interviews and trains the staff. Conducts Performance Evaluations and disciplines staff when needed. Assures that financial goals of the division and the hotel are being met. Monitors and controls labor expense, and other divisional expenses such as supplies and equipment. Works closely with Reservations, Sales, Marketing, Revenue and the Front Office to maximize rate, occupancy and total revenue. Assists in preparing business forecasts. Prepares Annual Budget for the division. Makes suggestions that will improve revenue, reduce cost and increase guest satisfaction.
Pre- Opening Director of Operations, Agri- Resort in Caravane Earth International in Qatar August 2021 - April 2022. Pre- Opening Director of Operations, Sustainable Agri- Resort in Qatar, Responsible to oversee the full Operations aspect of the Resort. Managing the Resort Operations Heads of Department team and driving performance towards achieving the overall Resort targets to deliver an excellent guest and team member experience while managing profitability and guest satisfaction measures. Responsible for overseeing the daily operation of Food & Beverage, Kitchen, Front Office, Quality Assurance, Housekeeping, laundry, Concept Store, Security, Health Safety, Reservation, Wellness, Events, Workshops Education & Vocational Training, and Agricultural departments. Manage ongoing profitability of the Resort, ensuring revenue and guest satisfaction targets are met and exceeded. Lead and resolve all key property operational issues including customer service, team engagement, upkeeping of resort standards. Actively support the commercial strategies and commercial performance As part of the executive team, you will also have to plan CAPEX projects towards guest satisfaction and operational effectiveness & productivity. Ensure all decisions are made in the best interest of the project.
Deliver on Resort budgets, and set other short- and long-term strategic goals for the hotel and define measurable targets for the Heads of Department. Ensure costs are controlled and revenue opportunities are effectively sourced and delivered. Manage and develop the Resort Executive team to ensure career progression and effective succession planning. Ensures Departments have individual strategies and foster collaborative engagement across the organization. Hold regular briefings and communication meetings with the HOD team and Operations units. Respond to audits, Quality Assurance towards ensuring continual improvement is achieved Report to the Managing Director. Ensure all operations are carried on in an appropriate, cost-effective way. Improve operational management systems, processes, and best practices. Purchase materials, plan inventory, and oversee warehouse efficiency. Formulate strategic and operational objectives. Manage budgets and forecasts.
Pre-Opening Resort Director of Front Office 361 Rooms, Suites, and Villas Opera Installation Property Project Manager Set Department objectives, work schedules, budgets, SOP’s, policies, and procedures Recruit, manage, train and develop the entire team Oversee the entire Front Office operation to maintain high standard
Rooms Division Manager at Hyatt Regency Aqaba Ayla Resort, responsible for overseeing the daily operation of Front Office departments, Housekeeping, laundry, Reservation, Spa and Recreation for 286 rooms and suites. Five- Star Deluxe Resort and Hotel. Prepare and monitor Room Division budgets and forecasts. In conjunction with the Executive Housekeeper, Front Office Manager and Finance, organize purchases (including capital items) for the Rooms Division to meet the expense budget. Assist the Rooms Division management team in resolving guest concerns and complaints Work closely with the Managers regarding hiring, training, performance managing associates. Assist in developing of a training manual and update as necessary. Review key performance targets and adjust as necessary. Monitor performance with regards to setting and meeting key performance target.
Of Front Office at Amman Rotana, 420 Rooms and Suites, responsible for ensuring the
operation of the Front Desk, Guest Services centre, Spa & Recreation, Guest Communications,
Uniformed Services, Guest relation, Concierge, Valet, Lobby Manager and Duty Managers.
* Insures compliance with established company policies and procedures.
* Providing courteous guest service and responding to guest questions, complaints or requests.
Recruiting, hiring and terminating Front Office personnel, as required, upon General
* Orienting and training of Front Office personnel.
* Ensuring that supervised personnel are provided with adequate supplies and equipment in
good repair for the accomplishment of their assigned duties.
* Providing timely and responsive service to all other departments through coordinated weekly
forecasting, good communications.
* Developing and maintaining work schedules for all supervised staff.
* Maintaining labour cost goals established by Hospitality Management Corporation.
* Maintaining timely and accurate files, reservations, room availability calendar and taking
necessary action to open or close room availability on the computer
* Assisting supervised staff in their job performance during peak activity periods or as required.
* Maintaining proper credit and accounting procedures and taking appropriate timely action as
necessary.
* Maintaining proper employee/employer relations and addressing any question in a timely and
open manner, including disciplinary actions, recognition and performance evaluations.
* Auditing and accounting for all guest checks and folios issued. Assist in the day-to-day operation
of the hotel front office.
* Supervise the operational of the hotel front desk within hotel guidelines to provide the highest
standard of courteous service while permitting acceptable profit levels.
* Assign, coordinate, and supervise work activities of Front Desk Agents, and ensure work is
completed to include, shift closings, room deposits, refunds and rebates.
* Train and develop Front Desk Agents, prepare staffing schedules, complete payroll, and monitor
labor costs to budget figures.
* Perform house counts and review daily arrivals, identify potential problems with rooms and
take appropriate action.
* Provide information and direction to staff to achieve 100% occupancy. Review and resolve
dispute accounts and Housekeeping discrepancies.
* Prepare a shift briefing to communicate activities, short take training, and any problems and/or
special information to the next shift.
Le Meridian Amman, 440 Rooms and suites, responsible for ensuring the
operation of the Front Desk, Guest Services centre, Guest Communications, Uniformed Services, Guest
relation, Concierge, Valet, Lobby Manager and Duty Managers.
It should be noted that I was also
Mövenpick Resort Aqaba, responsible for ensuring the operation of the Front
Desk, Guest Services centre, Guest Communications, Uniformed Services, Guest relation, Concierge,
Valet, Lobby Manager and Duty Managers.
Sheraton Amman Al Nabil Hotel (Starwood Hotels & Resorts)
of Guest Services at Sheraton Amman Al Nabil Hotel & Towers, responsible for ensuring
the operation of the Front Desk, Guest Services centre, Guest Communications, Uniformed Services,
Guest relation,
Hospitality Management
Hospitality Management