Seasoned hospitality, community & project management professional that is outgoing and positive with excellent interpersonal skills with the people around me. Challenges motivate me and new experiences inspire me. Customer service is my forte and this is evident in the achievements listed in my resume. I am also a firm believer in nurturing and growing the people around me to be the best they can, for themselves and the organization.
2022 - Present (2 Years)
Marriott, United Arab Emirates UAE
Complex Director of Rooms2021 - 2022 (1 Year)
Expo 2020, United Arab Emirates UAE
• 2,500 serviced apartments br• Leading and managing a team of 190 employees,3 front office clusters each lead by its own Front Office Managers team. Reporting directly to the Director of Hospitality br• Leadership of rooms operation across 15 towers, catering to over 3,000 tenants br• Manage administrative duties: Budget, PL, Recruitment, Team Development, Job Performance Analysis, Operational br• Property Management br• Set-up Hospitality Division alongside Director of Hospitality, setting up SOPs, structures, strategies for a new Hospitality Management Company br• Closely working with local authorities for security strategies for the Expo Village as well as Championing Lost Found system for CID for the Expo Village and leading the projects on site. br br brAchievements: br br• Successfully set up a strong team that has been recognized by both Government Organizations and Foreign Country Dignitaries for their outstanding work in hospitality, received multiple certificates/ awards as a Front Office Team br• Set up Front Office Operations Structure within the FM(Facility Management) company br• Worked together with the Technology Department to create set up an APP (Flexi Guest) that enhances guest experience as well as optimizes the Front Office Operations br• Developed and implemented performance improvement strategies to enhance guest experience br• Responsible for tenant satisfaction throughout the Expo Village, managing not only the Front Office team but also closely working with over 10 other contractors within the Expo 2020 OPS team to ensure the smooth operations of the Compound br• Worked closely with DHA Expo Management in managing the Covid uprise Nov-Feb 2022, managed an inventory of 100 apartments for DHA and coordinated movement of patients, tenant restrictions, etc. br• Set up a Hospitality Training Division, creating trainings from scratch for both Hard Skills Soft Skills, conducting trainings for groups up to 100 pax within the organization br• Achieved 98% Team Member Engagement Trust score during the Team Member Survey, highest ranking department within the company br• Had a 70% success promotion rate within the team, harnessing new talent, creating development programs for potential candidates to achieve the next level in the career br• Cost Control Budget planning for the whole Village Operations, successfully had reduced cost by implementing strategies to manage inventory expenses. br• Represented the company at the AHIC Dubai 2021, being the 1st Facility Management company to be recognized by our work in Hospitality Sector br• Won ??? ?????????? ?????????? ??????? ?? ??? ???? - ???? ????? for the Best in Hospitality at 7th Middle East Hospitality Excellence Awards 2021. br• Front Office Team was awarded special distinctions by the Dubai Police for the team’s outstanding work with the Dubai Police/ Lost and Found portal2020 - 2021 (1 Year)
Canopy by Hilton Dubai Al Seef, Hampton by Hilton Dubai Al Seef, Al Seef Heritage Hotel Curio Collection by Hilton, United Arab Emirates UAE
Cluster Front Office Manager br br• 540 rooms br• Leading and managing a team of 30 employees, reporting directly to the General Manager br• Leadership of rooms operation across 3 properties in the cluster br• Manage administrative duties: Budget, PL, Recruitment, Team Development, Job Performance Analysis br• Deputized as Director of Rooms for a period of 4 months in the absence of Director of Operations and Executive Housekeeper for the Al Seef Cluster br brAchievements: br br• Successfully transitioned the teams from a standalone local brand to 3 different Hilton brands within the span of 1 month by implementing trainings, workshops, etc br• Aggressive manning restructuring through reduction and redesignation to mitigate the impact of the pandemic br• Achieved Hilton Quality Assurance Score (QA) of 94.5% for Canopy and 96.35% for Curio br• Guest @ Heart Champion for 3 properties leading all projects related to increasing guest satisfaction across all facets of the hotel. br• Lead the team to achieve a #1 spot in MEA for Upselling (based on Rev Par Impact) from the 1st month of implementing FPG program in the hotel, sustained # 1 spot a number of months in a row afterwards keeping in top 5 br• Implemented a new structure in the department of: Guest Satisfaction Champion / Revenue Champion / Hilton Honors Champion/ Training Champion / Team Member Champion. Thus, empowering team members to take ownership and responsibility as well as teaching them how they themselves to lead their own teams and inspire others. br• Drove the team from a 1% conversion rate of loyalty member enrollment to 70%, exceeding target of 20% and 15% respectfully from Hilton br• Worked closely with Finance in implementing new billing systems as well as reducing cost and redoing the budget during strenuous times br• FO team achieved most number of nominations and wins within the cluster for Team Member of the month/ quarter2018 - 2018 (0Months)
Hilton Malaysia, Malaysia
• Responsible for assisting opening properties within Malaysia in training the new Front Office Manager & team as well as system & software implementation, Brand Standard implementation2017 - 2018 (1 Year)
DoubleTree by Hilton Kuala Lumpur, Malaysia
Front Office Manager2016 - 2017 (1 Year)
DoubleTree by Hilton Kuala Lumpur, Malaysia
Assistant Front Office Manager2014 - 2016 (2 Years)
Hilton Singapore, Singapore
2011 - 2014 (3 Years)
Hilton Singapore, Singapore
2010 - 2011 (1 Year)
Hilton Singapore, Singapore