Lara Malhas

Dynamic and results-driven hospitality professional with over a decade of experience in front office operations, guest services, and team management. I am currently serving as Front Office Manager at InterContinental in Dubai Marina, where I have led the team to deliver exceptional guest experiences and achieve outstanding results. My leadership has contributed to maintaining high guest satisfaction scores and ensuring smooth operations on-site.

I have a proven track record of developing and promoting internal colleagues, managing large teams, and ensuring VIP guests receive exceptional service. My expertise also extends to pre-opening operations, corporate reporting, and collaborating with cross-functional departments to drive operational excellence. Fluent in Arabic and English and currently learning Spanish with a passion for martial arts, travel, and exploring new cultures.

Front Office Manager at InterContinental Dubai Marina (2024-07 – Present)

328 rooms hotel. 2024 figures: Hotel Occupancy 89%, LQ audit 94%, colleague engagement 93%. ADR 750AED. 328 keys, 33 direct reporting colleagues.

• Oversee daily operations, ensuring efficiency and high-quality service
• Develop and implement policies and procedures to enhance guest satisfaction and operational effectiveness
• Ensure compliance with brand standards, safety regulations, and company policies
• Monitor and maintain cleanliness, upkeep, and overall presentation of guest rooms and public areas
• Maintain high levels of guest satisfaction by ensuring personalized and professional service
• Address and resolve guest complaints and issues promptly
• Analyze guest feedback and implement service improvements accordingly
• Foster a culture of excellence and continuous improvement among staff
• Work closely with Revenue Management to optimize room occupancy and revenue strategies
• Develop and manage departmental budgets, controlling costs while maintaining service quality
• Monitor and analyze key performance metrics such as RevPAR, ADR, and guest satisfaction scores
• Lead, train, and motivate the Rooms Division team, including front office, housekeeping, and guest services
• Conduct performance evaluations and provide coaching and career development opportunities
• Ensure proper staffing levels and effective scheduling to meet service demands
• Foster teamwork and collaboration among departments

Resort Manager at Atlantis The Royal (2023-12 – 2024-06)

795 rooms resort

• Overseeing all aspects of resort operations, including guest services, front office, housekeeping, and maintenance, to ensure exceptional guest experiences
• Managing VIP guest relations, including personalized services and special requests, to exceed guest expectations and enhance loyalty
• Handling guest feedback and complaints promptly and effectively, taking necessary actions to resolve issues and improve guest satisfaction
• Ensuring compliance with all resort policies, procedures, and regulations to maintain a safe and secure environment for guests and colleagues

Director of Front Office at Saadiyat Rotana Resort & Villas (2020-01 – 2023-12)

340 rooms resort. Achieved notable results, including significant improvement in Trip Advisor ranking and developing and promoting internal colleagues. Managed 51 colleagues in the Front Office.

• Achieved & ranked number 5 in the rooms up selling incremental revenue out of 55 hotels
• Trip Advisor ranked number 28 vs previous years 65. Guest satisfaction scored 90.80% in Check-in experience and 92.20% in Check-out experience
• Developed and promoted internally 12 colleagues in Front Office
• Take care of all VIP guests by welcoming them and providing their special requests
• Worked closely with revenue by handling the overbooking situation
• Worked closely with the housekeeping department especially for any VIP or group arrival
• Handled all Chairman's inquiries and requests

Assistant Director of Front Office at Saadiyat Rotana Resort & Villas (2017-08 – 2020-01)

340 rooms resort. Played a key role in the pre-opening phase of the hotel and ongoing operations.

• Pre-opening Team: Played a key role in the pre-opening phase of the hotel, contributing to the setting up of front office operations and ensuring a smooth opening process
• Daily Operations Meetings: Regularly attended meetings with the housekeeping and engineering departments to coordinate and align front office operations with other hotel functions
• Interviewing and Hiring: Conducted interviews and participated in the hiring process to select qualified candidates for front office positions, ensuring staffing needs were met
• Corporate Reporting: Prepared and submitted end-of-the-month reports to corporate headquarters, providing insights into front office performance and contributing to overall business analysis
• Collaboration with Director: Worked closely with the Director of Front Office to address colleague-related issues, provide support, and ensure team alignment with organizational goals
• Goal Setting: Assisted in setting and communicating front office goals and objectives, aligning them with the hotel's overall strategy and vision

Assistant Director of Front Office at Al Bustan Rotana & Al Ghurair Hotel & Arjaan Rotana (2016-09 – 2017-08)

622 rooms hotel

Guest Services Manager at Amwaj Rotana Hotel (2014-05 – 2016-09)

301 rooms hotel

• Task Force Assignment: Successfully completed a one-month task force assignment at Rosh Rayhan Riyadh in May 2016, contributing to the hotel's operations and guest service standards
• Knowledge Management: Maintained an up-to-date knowledge of hotel information and local services, including operating hours, promotions, events, attractions, and other relevant information, to provide guests with accurate and helpful information
• Guest Complaint Handling: Demonstrated proficiency in handling guest complaints, resolving issues promptly and effectively to ensure guest satisfaction
• Quality Meeting Leadership: Led weekly quality meetings to enhance guest satisfaction, fostering a culture of continuous improvement and proactive guest service
• VIP Room Inspections: Ensured all VIP arrival rooms were inspected to meet high standards of cleanliness, amenities, and presentation, enhancing the overall guest experience
• VIP Meet and Greet: Personally met and greeted all VIP arrivals, providing personalized service and ensuring their needs and preferences were met during their stay

Guest Relations & Club Lounge Manager at InterContinental Hotel (2012-10 – 2014-05)

440 rooms hotel

Lifestyle Agent at Armani Hotel (2011-09 – 2012-08)

Bachelor of Business Administration in Business Administration – Petra University (2018-09 – 2018-07)