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)
