Computer Format and Configurations
Issa Almarri
Guest Services Manager
Dubai
Summary
Knowledgeable Guest Services Manager directing all areas and team members focused on guests services, including valets, concierge and front desk personnel. Proactive and decisive with strategic mindset. Adept at maintaining long-term client relationships and innovative management. Offering over 10 years of progressive experience in Hospitality.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Guest Services Manager
Raffles Hotel
Dubai
10.2022 - Current
- Managing the departmental budget and monitoring expenses.
- Preparing monthly P&L presentation and reporting to the executive committee.
- Cross - checking monthly department invoices and submitting accruals to the finance team.
- Forming partnerships and agreements with the third party vendors.
- Oversee 19 staff members consisting of the Concierge, Bellman, Doorman and Valet teams.
- Evaluate staff yearly performance and creating development plan.
- Delivering training of Accor-ALL loyalty program to the new joiners.
- Analyzing guest’s feedback and providing strategic direction to continuously improve rating.
- Ensuring and providing flawless, upscale, professional and luxury guest service experiences.
Duty Manager / Night Manager
Raffles Hotel
Dubai
08.2020 - 09.2022
- Performing night closure/ audit reports
- Preparing daily presentation and weekly RevPro for the ExCom meeting
- Driving the rooms upsell program and submitting the monthly TSA upselling report
- Overlooking the department training needs analysis and individual coaching
- Overlooking loyalty program (ALL) operations and consolidating the reconciliation report to ensure the correct transactions in Opera PMS vs
- ALL Online System (HotelLink)
- Ensuring correct room allocation for VIP and ALL Members arrivals
- Inform and coordinate with other operating departments e.g
- Housekeeping, Engineering, Sales and Butlers of Front Office about the daily operations preparation and figures.
Assistant Manager of Club Lounge
Raffles Hotel
Dubai
01.2020 - 07.2020
- Conducting the annual appraisal/ one on one and performance log for all Agents
- Documenting and enhance the progress on colleague's goals and development plans
- Monitoring daily/weekly/monthly expenses for Raffles Club and submitting the “GM comment” of the expense report
- Conducting internal audits and spot checks to reinforce the LQA (Leading Quality Assurance) and hygiene standards.
Supervisor of Club Lounge
Raffles Hotel
Dubai
10.2018 - 12.2019
- Leading 10 agents in daily operations by providing consistent guidelines, motivation, support, and training to ensure that the company standards are always met
- Ensuring and providing flawless, luxury and memorable guest service experiences
- Responding to guests needs and anticipating their preferences
- Overlooking the departmental trainers and the colleague training process on daily/weekly/monthly basis
- Supervising the daily/ monthly inventory count and ensuring the accuracy of the report submission.
Front Office Supervisor
Fairmont Hotel
Dubai
09.2016 - 09.2018
- Luxury city hotel located in the heart of Dubai city, with 394 rooms
- Setting annual training calendar to ensure that trainings are matching with the colleague’s development needs
- Contributing 10% incremental of the room’s revenue up selling YTD
- Championing TripAdvisor ranking for the Hotel by setting incentive program motivating colleagues to boost guest reviews.
Front Desk Agent
Fairmont Hotel
Dubai
06.2014 - 09.2016
Royal Service Agent (Operator)
Fairmont Hotel
Dubai
09.2013 - 05.2014
Bellman
Fairmont Hotel
Dubai
12.2012 - 08.2013
Education
Damascus High School for Hotels Affairs
01.2006 - 01.2009
Bachelor of Tourism Studies - Hotel And Tourism
Hotel And Tourism Training Center
Damascus, Syria 01.2010 - 10.2012
Skills
Strategic planning
Accomplishments
Social Media reviews expert and Champion 2019
Top rooms up-seller Oct 2014 & Oct 2017
AICR Dubai Participant “Receptionist of the year” 2014
Software
Microsoft Office
Certification
Supervisor Academy Certificate
Interests
Cooking
Reading
Painting
Timeline
Guest Services Manager
Raffles Hotel
10.2022 - Current
Duty Manager / Night Manager
Raffles Hotel
08.2020 - 09.2022
Assistant Manager of Club Lounge
Raffles Hotel
01.2020 - 07.2020
The Lead Certificate - Tailored leader development program by Raffles Dubai
06-2019
Supervisor of Club Lounge
Raffles Hotel
10.2018 - 12.2019
Train the Trainer Certificate
05-2018
Front Office Supervisor
Fairmont Hotel
09.2016 - 09.2018
Supervisor Academy Certificate
11-2015
Front Desk Agent
Fairmont Hotel
06.2014 - 09.2016
Royal Service Agent (Operator)
Fairmont Hotel
09.2013 - 05.2014
Bellman
Fairmont Hotel
12.2012 - 08.2013
Bachelor of Tourism Studies - Hotel And Tourism
Hotel And Tourism Training Center
01.2010 - 10.2012
Damascus High School for Hotels Affairs
01.2006 - 01.2009
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