Resume



Waleed Abdellatif 23 Abdel Wahed Fahmy Street, HeliopolisMobile # 0102 555 8886waleedabdellatif@ObjectiveAs an experienced professional in rooms division management, I aspire to an executive leadership role in a reputable hotel chain where I can contribute to the strategic success of the hotel whilst realizing my full potential and achieving personal excellence. ExperienceJan 2018 till presentSinara Seafood & Grill Cairo - EgyptOwnerSinara is a 5 star restaurant in the heart of Cairo Overseeing all operation including hiring, training & developing a team of 100 employeeOctober 2016 – Jan 2018 Royal Maxim Palace Kempinski Cairo - EgyptHotel ManagerRecruiting, training and supervising staffManaging budgetsMaintaining statistical and financial recordsPlanning maintenance work, events and room bookingsHandling customer complaints and queriesPromoting and marketing the businessEnsuring compliance with health and safety legislation and licensing laws.Assisting event planners with large-scale business and personal eventsOverseeing beverage and food operations for events and individual guestsDecember 2015 – September 2016The Westin Dubai- Al Habtoor City Dubai Director Of Rooms The Westin Dubai – Al Habtoor city Hotel is a 1004- room luxury hotel designed for business and leisure travelers.I managed Front Office (Front desk, Concierge, Service Express, Guest Relations, Valet) , Housekeeping, and Spa departments.I was part of the Pre-Opening team of the Westin and assisted of opening the W and the St. Regis Habtoor CityDecember 2014 – December 2015Le Meridien Cairo Airport Hotel Cairo - EgyptDirector Of Rooms The Le Meridien Cairo Airport Hotel is a 349- room luxury hotel designed for business travelers.Responsibilities :Manage the Front Desk, Concierge, Guest Relation, Valet, Doormen, Bellmen, PBX, housekeeping, laundry and spa staff: hiring, training, development, coaching and executing corporate/hotel programs. Responsible for achieving the rooms division financial goals by analyzing 2014 results and insuring a good profit margin.Assist the general manager with answering social media and manage trip advisor comments.Monitor and analyze GEI scores and guest comments and insure guest satisfaction.Decreased the turnover in rooms department by 70% and achieved the highest scores for Front Office and Housekeeping in Starwood Pulse in 2015January 2014 – June 2014The Westin Arlington Gateway Hotel Arlington , VADirector Of Rooms The Westin Arlington Gateway Hotel is a 336- room hotel. Due to budget my position was eliminatedResponsibilities :Managed the Front Desk, Concierge, Guest Relation, Valet, Doormen, Bellmen, PBX, housekeeping, laundry, security and spa staff: hiring, training, development, coaching Insure that financial results are achieved in all rooms division. Worked closely with accounting and sales teams to insure a smooth operation especially without a director of HSKP or Front Office.Assisted the general manager in all social media replies and GEI analysis, responded to all guests in timely manner to insure compliance with Starwood guidelines.August 2012 – January 2014The Trump International Beach Resort Sunny Isles Beach, FLDirector of Front Office OperationsThe Trump International Beach Resort is a 355- room hotelResponsibilities and Achievements: Managed the Front Desk, Concierge, Guest Relation, Valet, Doormen, Bellmen, and PBX staff: hiring, training, development, scheduling and executing corporate/hotel programs. Prepared the rooms division’ budget (Front Office – Housekeeping) for 2013 and 2014Reached the highest guest loyalty scores for all front office/ Housekeeping areas.Handled and resolved all guest issues to meet hotel stands of guest satisfaction Achieved Forbs Four-Star Award for 2013/2014Conducted weekly rooms inspection to ensure a perfect conditions of guest rooms and public areasPerformed for 6 months as a Director of Housekeeping September 2009 – August 2012The Westin Washington Dulles Airport Herndon, VADirector of Front OfficeThe Westin Washington Dulles Airport is a 315-room hotel. Responsibilities and Achievements: Participated in the foundation and official inauguration of the hotel on November 19,2009Hired a team of 35 employees and trained them on Starwood brand standards and related property management system (PMS). Prepared the rooms’ budget for 2010. Reached the highest GSI scores (9.5) for overall satisfaction Handled and resolved all guest issues to meet hotel stands of guest satisfaction Was responsible for managing Service Express Agents/Attendants teams.November 2008 – September 2009 St. Regis Washington, DC Washington, DCDirector of Front OfficeThe St. Regis Washington, DC is a 175-room luxury hotel catering to politicians, celebrities and other VIPs in the nation’s capital. Responsibilities and Achievements: Managed the Front Desk, Concierge, Valet, Doormen, Bellmen, and PBX staff: hiring, training, development, scheduling and executing corporate/hotel programs. As a member of the Executive Committee, was responsible for guaranteeing guest satisfaction, delivering the highest quality of service, and ensuring that all the financial goals of the hotel were met. Achieved AAA 4 Diamond Award and Mobil Four-Star Award for 2008/2010.Created training manuals for the entire Front Office department in accordance with St. Regis standards. Performed duties of Manager on Duty on a regular basis.Assisted Sales & Marketing and Revenue departments in maximizing revenue and overall efficiency of the hotel. Improved Guest Satisfaction and “Staff Made Me Feel Welcome” scores for 2009. Increased speed and efficiency of check-in/check-out process and improved overall guest satisfaction. Hired, supervised, and trained associates and supervisory personnel throughout the Front Office department.Served on special Task Force to train personnel and assist in opening of St. Regis in Atlanta, GA (April 2009).and W Washington DC and W South Beach August 2007 - October 2008 Le Méridien Sunny Isles Beach Sunny Isles Beach, FLDirector of Front OfficeThe Le Méridien Sunny Isles Beach is a 300-room luxury condominium-resort setting the standard for this chic European brand in the United States. Responsibilities and Achievements:Responsible for managing the Front Desk, Le Service, Concierge, Valet, and Bell staffHiring, training, development, scheduling and executing corporate/hotel programs. Ensuring 100% guest satisfaction and quality in the delivery of service.Improved Guest Satisfaction scores year over year in Overall Satisfaction.Hired, supervised and trained associates and supervisory personnel using behavioral interviewing techniques.Increased associate satisfaction scores with a 100% participation rate.September 2005 – August 2007 St. Regis Monarch Beach Resort & Spa Dana Point, CAManager On-DutyThe St. Regis Monarch beach is the flagship resort for the St.Regis brand. Responsibilities and Achievements:As Manager on Duty I was the gatekeeper of quality for all 900 associates and 400 guest rooms. Managed all guest relations opportunities and provided feedback on processes for hotel operations. Achieved MOBIL 5 Star award in 2006 for 2007.Improved Guest Satisfaction Index scores year of year for all major indexes including Overall Satisfaction, a substantial decrease in problem occurrence and increase in problem resolution.Represented management at pre-convention meetings and partnered with meeting planners for an exceptional result of 4.53/5 on our Meeting Planners Satisfaction Index 2006.Liaised with department and division heads through daily communiqués and meetings regarding on brand/off brand hotel items and guest flow. Managed daily interaction with VIPs to their complete satisfactionApril 2005 – September 2005 Hilton Anaheim Resort & Towers Anaheim, CAFront Office ManagerResponsibilities and Achievements:Managed the front-office team of a 1600-room hotel including training, coaching, and performance reviews of the staff.Ensured quality customer service across all customer touch points.Managed development and reporting of financials.Responded promptly and effectively to guest concerns and complaints.Prepared development of weekly schedules. June 2002 – March 2005 Hilton Los Angeles North/Glendale Glendale, CAFront Office Senior SupervisorResponsibilities and Achievements:Responsible for supervision of all aspects of FO including Bell Desk, Concierge and PBX Departments.PREPARED weekly Front Office schedule and payroll editing.Assisted DOF on departmental finances to insure effective productivity.Responsible for daily “Manager on Duty” reports.Supervised the team and assured team’s adherence to Hilton’s standards of service.Maintained and monitored guest loyalty scores and handling guest problems.Achieved increased overall rooms revenue in 2004 by $25,000 via “Up Sell” program.Won SPIRIT OF PRIDE AWARD 2003.January 2000 – May 2002 Le Méridien Hotels Cairo, EgyptSales ManagerSolicitation of new accounts and maintenance of existing accounts.Ensure prompt response to all inquiries and correspondence.Managed a team of 14 sales managers and assistant managers.Promote positive relations with guests & employees/ Organize Sales BlitzesHost site inspections/prepare proposals and contractsResponsible for Incentive. Corporate & Travel groups/ Increase market share and revenue.Met/Exceeded sales goals consistently every quarter.Service all groups while in house.Review market plan/action plan-transfer goals to daily plannerReview leads weekly with the DOSReview P&L monthly with DOSEducationB.A., Business Administration Sales and Marketing, 1991-1995Higher Technological Institute, Cairo, EgyptTrainingCertified in Behavioral Interviewing (BI)Harassment/Diversity TrainingBuilding World Class Brand TrainingManaging Legally in Today’s WorkplaceFish Training: How to Use the Fish PhilosophyToday’s Managers TrainingExtensive 18-weeks Management TrainingStarwood Rooms Academy References:Available upon Request ................
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