Salma Khainini

Dedicated hospitality professional with over 8 years of experience in the hospitality industry, specializing in team management, guest relations, and operational excellence. Proven track record of leading diverse teams to deliver exceptional customer experiences while maintaining high standards of service quality and efficiency. Skilled in staff training, problem-solving, and driving revenue growth through optimized operations and guest satisfaction.

Passionate about creating welcoming environments that ensure guest loyalty and positive reviews. Ready to bring strong leadership and hospitality expertise to a dynamic team.

General Manager at U Hotel (2023-05 – 2025-07)

• Oversee daily operations of all departments (front desk, housekeeping, maintenance).
• Ensure compliance with hotel policies, standards, and procedures.
• Conduct regular inspections of facilities to maintain quality standards.
• Ensure exceptional guest service and address guest complaints promptly and professionally.
• Monitor guest feedback and implement improvements as necessary.
• Develop and manage the annual budget, including forecasting revenue and controlling expenses.
• Monitor financial performance, including ADR, occupancy, and RevPAR metrics.
• Implement strategies to increase profitability and efficiency.
• Create staff schedules and monitor performance.
• Complete and submit staff payroll.
• Foster a positive work environment and ensure team motivation and retention.
• Develop strategies to attract new customers and retain existing ones.
• Ensure compliance with health, safety, and legal regulations.
• Develop and implement security and emergency FDNY protocols.
• Maintain all licenses and certifications required for hotel operations.
• Communicate effectively with ownership.
• Handle public relations and media inquiries when necessary.

Guest Service Agent at U Hotel (2021-04 – 2023-05)

• Knowledgeable in PMS Systems (OPERA).
• Proficient clerical skills in all other programs used by hotel.
• Able to perform other hotel duties not related to the FD.
• Able to seamlessly transition from one task to another.
• Gather new guest information during initial phone calls to greet future long stay reservations.
• Communicated with guests looking to make or cancel hotel reservations.
• Multitasking with fulfilling guests' requests, answering phone calls.
• Coordinated with housekeeping to ensure all special requests in the room are handled promptly before/during stay.

Front Desk Manager at Holiday Inn Downtown Brooklyn (2019-03 – 2021-01)

• Led/managed a team of 11 guest service agents, housekeeping, engineering, and restaurant departments to ensure total guest satisfaction.
• Completed payroll and submitted timesheets to HR.
• Responded to reviews on Tripadvisor, Medallia, and other OTA websites.
• Performed all new employee orientation, training, and scheduling.
• Multitask with managing the front desk as well as manager work duties.

Guest Service Agent at Holiday Inn Downtown Brooklyn (2019-03 – 2019-08)

• Made sure guests were successfully checked in and completely satisfied with their room type as well as floor levels.
• Helped guests with understanding their billing receipt and making sure they leave the hotel with full knowledge of what they paid for during their stay.
• Made sure group reservations such as airline crews were checked in on time and distributed key jackets to flight attendants and pilots, as well as locking their passports in a secure safe until they exited the hotel.
• Set up wake up calls for big groups and individual guests that requested wake up calls.
• Answered heavy volume phone calls from in-house guests and future guests.
• Contacted housekeeping department when a guest requests an extra blanket or service for the room to be made.
• Suggested guests places to eat nearby the hotel, such as the restaurant in the hotel, as well as activities nearby and in the city.
• Called and scheduled cab services for guests when they needed to attend an event, business meeting, and/or the airport to catch their flight.