Summary& Objectives

Looking for Hotel Manager or EAM/ Director of Operation Position in a 5 stars hotel & Reputable international Hotel brands where my experiences can be beneficial equally for company and my career objectives. Customer-focused, performance-driven,  powered with more than 15 years of Hotel Operation management experience in full-service hospitality operations. Possess stellar reputation in directing all facets of the industry utilizing broad background in providing hands-on leadership to achieve solid business results. Showing paramount efforts in innovating hotel concepts as well as in addressing guests’ needs and concerns to continuously improve service standards, quality, and profitability, earned reputation in establishing long-term quality relationship with individuals of diverse cultures , proven effectiveness to multi-task in a globally competitive, challenging, and fast-paced market

Personal Data

Language Knowledge

     Arabic:              Native Language

English:            Fluent

French:             Good Knowledge

German:           Good Knowledge



Education & Academic Qualification

  • Final Semester Cambridge international College studies MBA ( Master of Business Administration) in Hospitality Management expected by end of 2016
  • B.Sc. Bachelor of Tourism & Hotels Management -Faculty of (Hotels & Tourism). Helwan University Cairo, with graduation 1997
  • Two Years Diploma of Hotels Management graduated from the Institute of "Hotels management in Qena Egypt" 1992
  • International Diploma: - of Hotels Operation & Management from Cambridge College in Leo-Ville, United Kingdom for the completion of long distance Hotel Management Diploma studies 2002
  • International Diploma Managing front office operation from the American Hotel & Motel Association graduated with Honour 2003
  • International Diploma of Hospitality sales & Marketing from The American Hotel & Motel Association Graduated with Honour 2004


Computer Knowledge & experiences

  • Excellent user knowledge & experience for all common Property management systems "PMS" as (Opera V3, V4 and V5, Fidelio, Prologique, Stars, Landmark, Wang System, Micros, SAP accounting System, Star-guest, IClaud
  • Excellent user knowledge & experience for all programs & Software running under Windows
  • Excellent user knowledge & experience for all Internet Applications.
  • Excellent user knowledge & experience for all Social Media


Coureses & Trainings

  • Rooms Academy (Rooms Management Academy Training Course): An intensive Course for Rooms management held in Dubai in July 2012- Starwood Certified rooms Leader
  • Leading Starwood (Starwood Leaders Program): An intensive Course for Starwood leaders held in Cairo 2007- Certified leading Starwood
  • RMA (Revenue Management Academy Training Course): An intensive Course for revenue Management held in Dubai in April 2006
  • GOTCHA- Training- guest satisfaction champions
  • Le Meridien Brand Certified Service Culture Trainer
  • SIX Sigma PC & IT (Process Change & Innovation Transfer) Certified trainer
  • Six Sigma Certified Green Belt
  • Starwood Master Regional Guest service trainer: held in Brussels-Belgium in Sep 2009 for 10 days an intensive training course certified trainers to be regional guest service trainer for Europe, Africa and Middle East
  • Management Training Course: An intensive Course for six months sponsored by the Institute of Hotels & Tourism at the "Alexander the Great" five stars Nile Cruiser in 1992. Customer Care Course: A theoretical & practical training Course held at Hotel Sofitel Le Sphinx in Cairo in 1998. Within a Certificate of participation.
  • Communication skills program: An intensive practical training program to upgrade & improve the trainee communications abilities and skills with the internal departments and the hotel guests as well. Held at (Khiran resort) in, August 2000. Within a certificate of appreciation.
  • Telephone Manner Course: An intensive Course to upgrade the trainee abilities and his Telephone manner held at Hotel Sofitel Le Sphinx in Cairo and sponsored by "Coralia Paris" in 1998.
  • Yes I Can Course: An academic Course held at Khiran Resort within a Certificate of appreciation. In 1999.
  • Customer Service Course: A theoretical studies course held at the "Yacht Club" sponsored by "T.E.C." Tourist Enterprises Company held on May 2000. Within a Certificate of appreciation.
  • Management training Program: A management training Course held in (Khiran Resort) during the period from Sep, 27th 2000 till Oct, 15th 2000.
  • Commitment to excellence Course: Management training course to develop the standard of the hotel service and the hotel brand. Held at Le Gulf Meridien Hotel - Al Khobar from 16th to 23ed of April 2001.
  • Up-Selling training program: an up-selling training course to develop the skills of the front office to up-sell the hotel room's categories. Held at Le Gulf Meridien Hotel - Al Khobar from 10th to 15th of October 2001.


Other Starwood Job Functions

  • Six Sigma Operational innovation property leading green belt
  • STARWOOD- Regional Master Trainer for Guest Services for Middle East
  • STARWOOD- Le Meridien Brand Certified Service Culture Trainer en-forcing Service Culture & Brand Standard values
  • STARWOOD- Certified Six Sigma Methodology Green Belt expert
  • STARWOOD- Property GEI-Guest Experience Index Champion- In-charge of Guests experience
  • STARWOOD- Property Star-Guest Champion- In-charge of Guest services Handling (requests, defects, complaints)
  • STARWOOD- Property UNICEF Program Champion- Starwood Partnership with UNICEF world organization
  • STARWOOD –SPG Loyalty Program Property Administrator (Starwood Preferred Guest Program)
  • Certified BLS- Basic life support rescuer
  • Certified First Aid Rescuer
  • Certified Property emergency team member

Market

Work History
Apr 2010 - Present

Director of Rooms Division

Le Meridien Al Khobar
  • Ensure effective operational accountability exists in the daily hotel operation
  • Ensure each department in Rooms Division is managed successfully as independent profit Centre or a streamlined cost Centre.
  • Ensure that each department in Rooms Division is managed by a Management team (Manager / Assistant Manager) who are totally accountable for their profitability.
  • To set, in close conjunction with each department head in Rooms Division, annual operating budgets & Vacation plans, this will form part of the Hotel’s annual business Plan.
  • Co-ordinate an effective and efficient Payroll Management / Resource allocation through establishing a flexible work force throughout the Division, based on the principles of Multi Skilling and multi-tasking assignments.
  • Monitor all costs and recommend measures to control them. To establish an integrated cost management plan through product lining, minimal inventories, and joint procurement with sister hotels and delivery on demand where possible and cost effective.
  • Ensure the Department Operational Budget is strictly adhered to.
  • Monitor all cost and recommend / institute measures and Cost trends follow up to control them.
  • Prepare monthly forecasts and schedule Operation accordingly.
  • Ensure that all the department in Rooms Division is managed efficiently according to the established concept statements and adhere to Company and Hotel Policies & Procedures and Minimum Standards
  • Support staff needs in other Divisions based on the hotel priorities and anticipated business levels & needs.
  • Monitor service and standards in all departments in Rooms Division. To work with the Departmental Heads to take corrective actions where necessary.
  • Handle guest and employee inquiries in a courteous and efficient manner and report guest complaints or problems to supervisors if no immediate solution can be found and assure follow-up with guests.
  • Establish rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Rooms Division services.
  • Work closely with Engineering & housekeeping Department on maintenance list of guest rooms and public areas.
  • Ensure that all Departmental Heads in Rooms Division are fully aware of market needs and trends and that their products and services qualities meet these requirements.
  • Influencing and directing people and processes, influencing critical decisions by using persuasive argument and sound judgment- flexing management style
  • Evaluate and remain current of business trends to modify business strategies as needed
  • Coordinate w/ the property’s Yielding team (Reservation Manager, Revenue Manager and Director of Sales & Marketing) to maximize room occupancy, controlling rates and implementing yielding strategies to maximizing Room’s profits.
  • Act with a Creative problem solving and analytical skills with a quality orientation
  • Ensure that standards set by Starwood Le Meridien Brand are maintained through regular inspection and spot checking and self audit process
  • Ensure that Guest Rooms standards, in-rooms amenities, collaterals, SPG Stationeries uniform and par stocks are effectively maintained and all relevant operating equipment is controlled
  • Complete probationary/annual reviews for reporting Areas while ensuring departmental associate reviews are completed on time by appropriate Supervisors


Apr 2007 - Apr 2010

Director of Guest Services

Le Meridien Al Khobar

As a director of Guest service job function include organizing, directing, and coordinating the work of front desk, bell, door, and concierge staff to maximize revenue and profit while attaining optimal guest satisfaction. also responsible for responding to guests' requests and concerns. Providing the team with the resources to ensure guests’ satisfaction and ensure that the entire front desk department operates within the scope of a budget and well-defined management practices. Inspire front office staff to reach high levels of performance with excellent interpersonal training skills

Apr 2005 - Apr 2007

Front office Manager

Le Meridien Al Khobar

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepare monthly reports and budget for front office department

Apr 2002 - Apr 2005

Assistant Front office Manager

Le Meridien Al Khobar

As an Assistant Front Office Manager was responsible for assisting the Front Office Manager includes leading and managing all sections of the Front Office Department in order to ensure the highest standards. Monitors the Front Office employees to make sure all guests receive prompt and personal recognition. Takes care of the front desk operation including guest registration, room assignment and check-out procedures. Furthermore an assists the Front Office Manager in employee related matters such as evaluations and consulting

Jun 1999 - Apr 2002

Front office Manager

Khiran Resort Kuwait

Fully in-Charge of Front office team & Reservation

Jun 1998 - Jun 1999

Assistant Front office Manager

Khiran Resort- Kuwait

Fully In charge of Front office Team & Reservation