Duty Manager.
Jumeirah Group, Dubai
February 2004 – Present.
- Keeps very close relations with all VIP guests in- and out of house and responds accordingly to all their needs and demands.
- Assist with emergency visa entry whenever required.
- Maintain open line of communication and ensure guest complaint or feedback is handled effectively and efficiently by liaising with other related departments.
- Analyzing Mystery Shopper Guest information and communicating it to the team.
- Use discretion and tact when dealing with guest enquiries, problems or complaints in an efficient and professional manner without detriment to Jumeirah and / or its reputation
- Handle difficult situation efficiently and effectively.
- Being aware of potentially high and low period of the hotels and ensure that the team is given prior warning of the same to aim for effective customer service.
- To ensure a smooth and efficient running of the operation, ensuring that all guests receive an optimum level of service and care at all times
- Lead and motivate the team, ensuring maximum staff productivity.
- Supervise individual Team Leaders and ensures a high performance level.
- To set a high example in regard to punctuality, appearance, performance, attitude, leadership, guest relations, observance of the Jumeirah rules and interdepartmental co-operation.
- Evaluate operations in order to identify training needs, and ensure all the identified training plan are carried out in order to satisfy the minimum average hours required per month.
- To assist the Airport Services Assistant Manager and Manager in supervising the department operations and communicating with the hotels on shift basis.
- Regulate the Time Check from time to time.
- Over views the Annual Vacation Plan, Weekly Duty Roster and Special Staffing Requirement.
- Monitor and maintain a continuous check on the Airport Services Team Site posted in the Jumeirah Intranet (Mercury) as well on the necessary areas in the Document Management System (DMS)
- Coordinate the introduction and training of new colleagues.
- Ensure that staff training records are maintained and all aspects of training done during the night shift are recorded.
- To assist in maintaining and developing agreed operating procedures involved in the Front Office/Airport Services and to ensure that colleagues adhere to the correct procedures.
- Ensure that the Jumeirah security policies are implemented and correctly adhered to at all times during the shift.
- To report any hazards of health and safety to guests and staff to the Management and take immediate corrective action as and when necessary.
- During Night Shifts to act as the controller of any emergency and to coordinate with the executives when required.
- Ensure cost control without compromising standards.
- Sign Paid-Outs ensuring that sufficient justification and back-up has been provided.
- Assist in maintaining the operating costs and achieving maximum sales and profitability.
- Be aware of the departmental budget and assist in maximizing room revenue and controlling departmental expenses.
Public Relations Officer/Administrator
Al Mulla Group, Fujairah - UAE
August, 1998 - August, 1999
- Monitoring and promoting automobiles sales.
- Looking after properties leasing.
- Following the export business of the tissue products to Saudi & Qatar.
- Following financial transactions with the bank
Branch Manager
Fast Tours & Alex Limousine, Egypt
January, 1993 - July, 1998
Started as reservation agent, operations, tour leader, sales supervisor, till I became branch manager for Hurghada – Sharm El Sheikh branches.
- Handling inbound groups logistic.
- Managing effective communication with Hotels sales, reservation, C&I, and F.O teams.
- Manage effective communication with Bank branch to ensure smooth financial transactions.
- Handle the VIP clients and the high profile companies.
- Investigate, solve and reply and client of staff complaint.
- Manage effective communication with government departments.
- Manage lead and motivate the branch staff..
- Act as the responsible person when and where ever needed.
- Handle any emergencies could happen for our clients and staff.
- Report any difficult challenges to our operation manager.
