Ambitious leader with more than a decade of Rooms Division experience in Luxury Hotels & Serviced Residences operations, coupled with an overall experience in F&B, Revenue and Sales & Marketing. Applies strong analytical and critical thinking skills to solve complex operational problems. A strategic planner with strong background in improving performance, productivity, efficiency, and profitability of departmental and organizational operations. Results-driven, detailed-oriented, and forward thinking with a strong foundation and commitment to team learning & development and quality assurance.
March 2020 - Present
European International University, United Arab Emirates UAE
September 2009 - July 2011
I.S.A.T -Specialized Institute of Aviation and Tourism, Morocco
September 2007 - July 2009
University Sidi Mohammed Ben Abdellah, Morocco
July 2003 - September 2007
Lycée Salah Eddine AL-Ayoubi, Morocco
2021 - Present (3 Years)
Address Hotels, United Arab Emirates UAE
Review, analyze, and evaluate business procedures. Monitoring and directing each department to meet revenue, profit, and guest satisfaction targets. Monitor overhead expenditures, incident reports as well as department requests. Participate in the planning, development and implementation of budgets, forecasts, and CAPEX plans. Enhanced the hotel SOPs as per Forbes standards resulting in 5* rating score of 91.54%. Recruited high-performing hospitality ambassadors and ensured successful on-boarding with appropriate training. Implemented mentorship and cross training programs to maximize team engagement. Used up-selling training techniques to promote the hotel’s services resulting in +14.6% upgrade and service conversion rate. Achieved 95% in finance compliance audit. 2022 GOP exceeded by +10.8% VS Budget and STR positioning 2/8 with an RGI of 168%. 2023 Q1 GOP exceeded by +18% VS Budget. Reduce the CPOR by 56% without affecting guest experience and quality. Outstanding Performance Mystery Shopper Asset & Service Special Mention 2022. Top Brand Compliance Special Mention 2022. Quality scores +11% above target and maintaining. 9/10 Superb in Booking.com. In Top 10% in Luxury 5* Hotels in TripAdvisor. In charge in the absence of the General Manager.2020 - 2021 (1 Year)
Marriott International, United Arab Emirates UAE
Oversaw and directed Rooms Division, F&B, Engineering, IT and Guest Safety (Security) departments. Worked in conjunction with the General Manager to actively manage key property issues (including capital projects; customer service; refurbishment). Developed SOPs for rooms and F&B operations. Maintained scores ranging from 88% to 94% in various rooms and F&B criteria. Developed and implemented up-selling program to motivate ambassadors and increase revenue. Moved from grade “C” to “A” in Food Safety and from “B” to “A” in Health and Safety. Managed purchasing process by negotiating contracts resulting in a direct reduction in costs without affecting guest's experience. Successfully Implemented Marriott EBM (Enhanced Business Model). Trip Advisor Travelers Choice Award Winner 2020 & 2021. Loved by Guests Award Winner 2020 & 2021. Successfully implemented the 12 steps towards Sustainable Tourism as per Dubai Municipality. In charge in the absence of the General Manager.2019 - 2020 (1 Year)
Fairmont Dubai, United Arab Emirates UAE
In charge of Front Office Operations, overlooked Front Desk, Concierge, Guest Services, Club Lounge and Guest Relations operations. Revised the hotel SOPs and aligned them with Fairmont Accor Standards. Created training plan for each team member to develop them. Implemented monthly training calendar to elevate the service resulting in increasing guest satisfaction score by +3.2% VS Target. Used guest satisfaction survey findings to address improvement areas. Drove guest experience by anticipating needs and preferences, cutting complaints by 82%. Handled guest complaints calmly and professionally to maintain hotel reputation. Supported housekeeping management in maintaining first-class hotel conditions. Increased Accor loyalty program enrollment by +20% VS Target. Implemented the departmental DNA training plan for 2020.2020 - 2020 (0Months)
Marriott International, United Arab Emirates UAE
Oversaw all Rooms Division with an eye for hotel reputation, ambassadors productivity and operational efficiency. Analyzed financial P&L information including MOD’s. Increased guest retention by +18% by creating lasting relationships with guests that built loyalty and drove hotel revenue. Maximized occupancy rates by optimizing reservation and housekeeping processes. Promoted unity among the team through effective and consistent communication of vision and values. Conducted daily walk-through to ensure guest satisfaction and quality standards. Conducted weekly meetings with HODs to discuss opportunities and business. Held monthly huddle to celebrate success and keep the team informed of changes and targets. Achieved 98% in employee satisfaction. In charge in the absence of the General Manager.2018 - 2019 (1 Year)
The Ritz-Carlton Doha, Qatar
Satisfaction Score maintained +2.9% above target. Brand Standard Audit passed with 92% success rate. Elite Appreciation Score increased by +2.2%. Achieved 142% in Marriott Bonvoy enrollment goal. Up-sell YOY revenue increased by +30% in 2018. Provided outstanding guest experience by ensuring the Ladies Gentlemen had current products, services, and policies knowledge. Maximized occupancy rates by optimizing reservation and housekeeping processes. Devised development plan to improve the Ladies Gentlemen satisfaction resulted in reducing turnover rate by 12% and achieved 93% in employee satisfaction. Kept back of house accounts and records updated, enabling clear performance monitoring.2016 - 2018 (2 Years)
Jumeirah Group, United Arab Emirates UAE
Ensured smooth Front Office and Food Beverage operations. Successfully reduced spending and maintained high scores in Customer Satisfaction. Achieved the departmental yearly KPIs. Responsible for the implementation and opening of an additional VIP Lounge \Premium Lounge\2014 - 2016 (2 Years)
Jumeirah Group, United Arab Emirates UAE
Assisted in the opening of the new Arrival Lounge. Worked on CSI (Customer Satisfaction Index) scores by carrying out JD Power Analysis and achieved high scores in check-in and check-out. Performedg Duty Manager Duties. Covered the night shift and carried the Night Manager duties for 8 months. Managed The Executive Lounge operations for 4 months resulting in a promotion to Executive Lounge Manager.2011 - 2014 (3 Years)
Jumeirah Group, United Arab Emirates UAE
I Joined Jumeirah Zabeel Saray as Front Desk agent in September 2011, and after 8 months got promoted to Front Office Supervisor where I handled Front Desk, Guest Experience and Arrival Lounge departments.