Travelling
Houssine El Quaroui
Hotel Manager
Mina Al Arab,Ras Al Khaimah
Summary
Energetic Hotel Manager enthusiastic about delivering superior service to every guest. Successful at cutting costs without impacting quality of service and guest satisfaction. History of driving company growth through my tenure. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining, and entertainment offerings. Extensive background in hotel management positions for high-end resorts. Highly energetic hotel manager with more than 5 years of experience working in hospitality industry. Successful background with mid-range hotels providing unforgettable service to visitors and clients.
Overview
3
3
Languages
8
8
years of post-secondary education
15
15
years of professional experience
Work History
Hotel Manager
Jannah Villas & Resorts
Ras Al Khaimah
08.2017 - Current
- Oversee the operations functions of the hotel, as per the Organizational chart.
- Hold regular briefings and meetings with all head of departments.
- Ensure full compliance to Hotel operating controls, SOP’s, policies, procedures and service standards.
- Lead all key property issues including capital projects, customer service and refurbishment.
- Handling complaints, and oversee the service recovery procedures.
- Responsible for the preparation, presentation and subsequent achievement of the hotel's annual Operating Budget, Marketing & Sales Plan and Capital Budget.
- Manage on-going profitability of the hotel, ensuring revenue and guest satisfaction targets are met and exceeded.
- Ensure all decisions are made in the best interest of the hotels and management.
- Deliver hotel budget goals and set other short and long term strategic goals for the property.
- Developing improvement actions, carry out costs savings.
- A strong understanding of P&L statements and the ability to react with impactful strategies.
- Closely monitor the hotels business reports on a daily basis and take decisions accordingly.
- Ensure that monthly financial outlooks for Rooms, Food & Beverage, Admin & General, on target and accurate.
- Maximizing room yield and hotels / resort revenue through innovative sales practices and yield management programs.
- Prepare a monthly financial reporting for the owners and stake holders.
- Draw up plans and budget (revenues, costs, etc.) for the owners.
- Helping in the procurement of operating supplies and equipment, and contracting with third-party vendors for essential equipment’s and services.
- Act as a final decision maker in hiring a key staffs.
- Coordination with HOD's for the execution of all activities and functions.
- Overseeing and managing all departments and working closely with department heads on a daily basis.
- Manage and develop the Hotel Executive team to ensure career progression and development.
- Be accountable for responsibilities of department heads and take ownership of all guest complaints.
- Provide effective leadership to hotel team members.
- Lead in all aspects of business planning.
- Respond to audits to ensure continual improvement is achieved.
- Corporate client handling and take part in new client acquisition along with the sales team whenever required.
- Assisting in residential sales as and when required and development with strong sales prospects.
- Responsible for safeguarding the quality of operations both (internal & external audits).
- Responsible for legalization, Occupational Health & Safety Act, fire regulations and other legal requirements.
Director of Sales
Jannah Hotels and Resorts
Ras Al Khaimah
11.2016 - 07.2017
- Work closely with the Senior Management Team to identify and drive focused activities on elements of the business that require additional support.
- Prepare company contracts for the hotel in accordance with current business and pricing conditions.
- Monitor offers, options and discounts for repeat bookings for groups, congresses and seminars in close cooperation with the Group Coordinator.
- Develop the group team through leadership and by example to include sales development; participate in the hiring of team members, and their future success.
- Direct and manage the forecasting process in conjunction with the Revenue Department to insure accurate, timely and complete information.
- Compile and/or direct the preparation of reports pertaining to the operation of the Sales Department to include, but not limited to the annual and monthly Forecast, Lead Management System, and Booking Reports.
- Actively participate and complete the preparation of the annual Sales and Market Plan, quarterly updates, and the completed hotels' annual Budgets.
- Execute initiatives as outlined; swiftly implement strategies/tactics to offset changes in markets, economy or driven by the competitive set.
- Organize and/or attend scheduled group and related meetings.
- Contribute to the development of company sales and marketing initiatives by recommending, implementing and monitoring appropriate local activity.
- Organize comprehensive information describing the range of products and services offered by the hotel and deliver this information through relevant sales resources and sales channels to existing and potential Guests.
- Produce accurate and timely reports that meet the needs of the hotel and the management company.
- Prepare and present, on a monthly basis, the contribution, focus and activity of the proactive sales team to the hotel owners and senior management team.
- Cooperate with other departments in the hotel, particularly Reservations and the Banqueting Department, to create an exceptional Guest experience and build strong, comprehensive sales programs.
- Contribute to relevant management meetings to develop and implement sales and marketing initiatives.
- Collaborated with internal teams and suppliers to evaluate costs against expected market price points and set structures to achieve profit targets.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Established ambitious sales targets, managed deployment strategies and developed go-to-market plans to capitalize on every revenue opportunity.
Sales Manager
Jannah Hotels and Resorts
Ras Al Khaimah
02.2016 - 11.2016
- Will analyses local market trends and competitor activity to recommend strategies that keep the hotel a leader in the marketplace through the development of future and repeat business.
- Specifically, you will be responsible for performing the following tasks to the highest standards:.
- Analysis local market trends and competitor activity to identify business leads.
- Develop customer accounts and travel within the local area to drive business into the specific hotel/cluster and to increase market/customer share in all revenue streams.
- Negotiate room rates/packages with corporate clients.
- Develop and implement creative local marketing channels, including social media channels.
- Prepare company contracts for the hotel in accordance with current business and pricing conditions.
- Work within current business strategies and recognizing potential opportunities.
- Cooperate with other departments in the hotel to create an exceptional Guest experience and build strong, comprehensive sales programs.
- Attend Sales events, as required.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Developed and implemented comprehensive salesperson training program.
- Held weekly meetings with Director Of Sales s to identify techniques to overcome sales obstacles.
- Delivered engaging sales presentations to new clients, explaining technical information in simplified language to promote features and increase client base.
- Developed international business relationships to drive business units abroad.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
- Produced contracts, reports, letters, and proposals for clients.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
Director of Openings
Jannah Hotels & Resorts
Abu Dhabi
06.2015 - 02.2016
- Created plans and communicated deadlines to ensure projects were completed on time.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Implementing cost-saving initiatives that addressed long-standing problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Developed and maintained courteous and effective working relationships.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Managed team of 90 employees, overseeing hiring, training, and professional growth of employees.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled day-to-day running of operations, ensuring high levels of productivity and progression.
Operations Manager
Jannah Eastern Mangroves
Dubai
03.2014 - 06.2015
- Devised processes to boost long-term business success and increase profit levels.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Partnered with vendors and suppliers to effectively manage and budget.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Reviewed shift reports to understand current numbers and trends.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Spearheaded department training for appraisals of new components.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Advanced productivity KPIs by leading trainings on procedures and safety practices.
- Investigated and resolved departmental non-conformances.
- Reduced operational risks while organizing data to forecast performance trends.
Butler Manager
Jannah Eastern Mangroves Hotel & Spa
Abu Dhabi
07.2013 - 06.2015
- Inspected all cleaning and household tasks for alignment with quality standards.
- Arranged for extra bedding, linens, towels and furniture to satisfy guests.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Worked on cleaning team to service hotels, offices and other commercial buildings.
- Supervised butler staff of [10] by maintaining work schedule, distributing assignments and paychecks to staff and offering assistance with work duties.
- Inspected equipment to maintain proper functioning during peak activity.
- Assigned duties or work schedules to employees for adequate shift coverage.
- Trained service staff on latest policies and procedures.
- Prepared operational reports or records for reviews.
- Promoted products, services or programs to create greater demand for cross-performing opportunities.
- Evaluated employee performance quarterly and annual reviews.
- Explained regulations, policies, or procedures to new-hires to confirm understanding and compliance.
- Resolved customer complaints or problems to decrease escalation issues to corporate.
- Ordered materials, supplies or equipment for special projects.
- Maintained knowledge of business operations to keep departments and employees up to date on important work-related changes.
Acting Assistant Butler Manager
Emirates Palace
Abu Dhabi
03.2012 - 06.2013
- Monitored all company inventory to ensure stock levels and databases were updated.
- Handled 15 to 30 calls per day to address customer inquiries and concerns.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Managed team of [36] employees, overseeing hiring, training, and professional growth of employees.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Exceeded goals through effective task prioritization and great work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Identified issues, analyzed information and provided solutions to problems.
- Handled day-to-day running of operations, ensuring high levels of productivity and progression.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Butler supervisor
Emirates Palace
Abu Dhabi
04.2011 - 02.2012
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Resolved problems, improved operations and provided exceptional service.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Developed and maintained courteous and effective working relationships.
- Worked closely with Butler Manager to maintain optimum levels of communication to effectively and efficiently complete projects.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Monitored all company inventory to ensure stock levels and databases were updated.
Butler
Emirates Palace
Abu Dhabi
05.2010 - 04.2011
- Arranged for extra bedding, linens, towels and furniture to satisfy guests.
- Inspected all cleaning and household tasks for alignment with quality standards.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Liaised with key accounts to deliver targeted administrative support, including estate, household and property management.
- Maintained entire family's schedule and organized events.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Ran errands for customers, including shopping, and picking up other necessities.
- Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Remained alert to problems or health issues of clients and competently responded.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Provided staff coaching, mentoring and consultation to enhance performance and professional development.
- Handled all incoming information requests for several busy executives.
- Entrusted to handle confidential and sensitive situations in professional matter.
Food & beverage supervisor
Emirates Palace
Abu Dhabi
03.2008 - 08.2010
- Created and deployed successful strategies to boost restaurant performance, streamline food prep processes and increase efficiency in different areas.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Rapidly identified and diplomatically addressed customer complaints to achieve high levels of satisfaction and loyalty.
- Determined operational weak points and implemented corrective actions to resolve concerns.
- Coordinated promotion of special menu items, motivating wait staff to increase sale of new specials and bundles.
- Coordinated team members with focus on productivity, efficiency, and enhancing customer experience.
- Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
- Monitored, evaluated and audited food and beverage services to maintain high levels of patron satisfaction.
- Supervised efforts of teams within [50] guest capacity restaurant, ensuring timely and quality servicing of guests.
- Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
- Monitored adherence to corporate policies, procedures, and standards as well as industry health and safety regulations.
- Greeted and interacted positively with customers, promoting specials and providing information on key product offerings.
- Organized implementation of new banners, displays, and menus.
- Effectively scheduled and distributed work assignments in alignment with operational and customer needs.
- Coordinated efforts of assigned teams with focus on productivity, efficiency and achieving top customer experience.
- Boosted customer satisfaction and service delivery to strengthen customer loyalty.
Education
Bachelor of Arts - American And English Literature
University Ibn Tofail
Kenitra 01.2001 - 10.2004
TOFEL - English For Business
American School Amidest
Rabat 01.2004 - 06.2006
High School Diploma -
Abdel Rahman Nasser
Kenitra 01.2000 - 06.2001
Skills
Managerial finance
Accomplished manager
Product development
Project Management
Coaching and mentoring
Efficient multi-tasker
Interests
Cooking
Reading
Swimming
Timeline
Hotel Manager
Jannah Villas & Resorts
08.2017 - Current
Director of Sales
Jannah Hotels and Resorts
11.2016 - 07.2017
Sales Manager
Jannah Hotels and Resorts
02.2016 - 11.2016
Director of Openings
Jannah Hotels & Resorts
06.2015 - 02.2016
Operations Manager
Jannah Eastern Mangroves
03.2014 - 06.2015
Butler Manager
Jannah Eastern Mangroves Hotel & Spa
07.2013 - 06.2015
Acting Assistant Butler Manager
Emirates Palace
03.2012 - 06.2013
Butler supervisor
Emirates Palace
04.2011 - 02.2012
Butler
Emirates Palace
05.2010 - 04.2011
Food & beverage supervisor
Emirates Palace
03.2008 - 08.2010
TOFEL - English For Business
American School Amidest
01.2004 - 06.2006
Bachelor of Arts - American And English Literature
University Ibn Tofail
01.2001 - 10.2004
High School Diploma -
Abdel Rahman Nasser
01.2000 - 06.2001