Dynamic Front Office Expert, skilled in developing and training teams, effectively concerned about guest satisfaction ratings in competitive environments, Expert communicator, passionate about fostering a positive and results-orientated team culture, driving company growth and revenue in fast-paced and competitive climates. Flexible problem solver with a positive attitude, launching full-service hotels on schedule and within budget. A natural leader committed to excellence in service. Highly Motivated with solid experience, managing all levels of large scale projects, including budgeting and administration, with strong leadership and relationship-building skills.
2016 - 2019 (3 Years)
Salalah Rotana Resort - Sultanate Of Oman, Oman
• Managing directing the Front Office department daily operation. br• Maintains control of the availability and accuracy counts of rooms to maximize hotel revenue. br• Short and long term planning and day-to-day operations of the rooms and related areas. br• Maintains an organized reservation handling system to easily analyses trends and accurately forecast occupancy. br• Ensures that all the hotel guests are welcomed greeted, fulfilling service requests in a professional manner. br• High focus on guest satisfaction follow up guest comments ensures it is handled in a professional manner. br• Monitor Front Office, and particularly Guest service agents ensuring repeated guests and VIP arrivals are well received with special attention and recognition. br• Coordinates with Revenue Sales departments in preparing hotel strategies follow implementation on a daily basis all over the year. br• Set co-operation system with housekeeping for daily operation issues ensure of implementation. br• Set in co-operation with Training Department yearly development plan considering our needs and opportunities. br• Greets and welcomes all hotel guests with a smile. br• Recruit and train new members of the Front Office team, ensure a proper onboarding plan is in place. br• Develops departmental objectives, work schedules, budgets, and policies. br• Solicited feedback through questionnaires to evaluate levels of guest satisfaction. br• Improves customer service ratings through monitoring the guest satisfaction feedback, seeking guest comments upon departure, ensuring the highest level of service is provided to all the hotel guests, service recovery is offered if necessary, maximum satisfaction of the guests is in place. br• Maintain knowledge of credit policies procedures and liaise closely with the Finance Department to ensure that credit procedures are properly carried out within the Rooms department br• Maintains effective communication with all other departments to ensure smooth service delivery and assures that all issues related to them are taken care of. br• Update team members about changes in hotel products, services, pricing, and policies. br• Increases hotel revenue, profits, and market share through targets of the incremental revenue for the individuals and departmental yearly goals, saving cost methods, seeking ideas for the revenue maximize. br• Promoted the hotel brand\s loyalty scheme by promoting the chain\s loyalty program memberships. br• Resolved service-related problems in a timely manner. br• Developed a new process for employee evaluation which resulted in marked performance improvements. br• Performed initial client assessment and analysis to begin the research process. br• Supported Chief Operating Officer with daily operational functions. br• Analyzed departmental documents for appropriate distribution and filing.2012 - 2016 (4 Years)
Grand Rotana Resort & Spa Sharm El Sheikh, Egypt
2011 - 2012 (1 Year)
Al Manshar Rotana Kuwait - Kuwait City, Kuwait
2008 - 2011 (3 Years)
Grand Rotana Resort & Spa Sharm El Sheikh, Egypt
2006 - 2008 (2 Years)
Grand Rotana Resort && Spa Sharm El Sheikh, Egypt
2005 - 2006 (1 Year)
Intercontinental Garden Reef Resort - Sharm El Sheikh, Egypt