Opera Champion
Mahmoud Elbadan
FRONT OFFICE MANAGER
Abu Dhabi
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
6
6
Certifications
4
4
Languages
Work History
Front Office Manager
Le Royal Meridien
Abu Dhabi
03.2021 - Current
- Key tasks
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for Guests and adhered to safety procedures to prevent breaches and data misuse.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Prepared agendas and took notes at meetings to archive proceedings.
- Created, prepared, and delivered reports to various departments.
- Delivered performance reviews, recommending additional training or advancements.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Monitored customer service trends and provided insights to management team for further improvement.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Developed detailed plans based on broad guidance and direction.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed senior-level personnel working in marketing and sales capacities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Front Office Manager
Le Meridien Mina Seyahi
Dubai
09.2019 - 03.2021
Assistant Front Desk Manager
Le Meridien Mina Seyahi
Dubai
07.2018 - 09.2019
Complex Night Manager
The Westin/ Le Meridien Mina Seyahi
01.2016 - 07.2018
Duty Manager
Le Meridien Mina Seyahi
09.2014 - 12.2015
Font Desk Team Leader
Le Meridien Mina Seyahi
12.2012 - 08.2014
Front Desk Team Leader
Almanshar Rotana
01.2011 - 11.2012
Front Desk Team Leader
Aldiana Makadi Bay
02.2009 - 12.2010
Education
BACHELOR'S DEGREE - HOTEL
The Higher Institute for Tourism and Hotels
Skills
Analytical skills
undefinedAccomplishments
Guest Voice Achievements
- Achieved 85.2%, the second to the highest Intent to recommend score in Marriott premium hotels UAE for April 2021.
- Achieved 78.3%, the second to the highest Intent to recommend score in Marriott premium hotels UAE for March 2022.
- Achieved 78.9%, the third to the highest Intent to recommend score in Marriott premium hotels UAE for April 2022. Achieved 11th Rank out of 62 hotels in the UAE region for elite appreciation, and closed the year-end with 77.7% in 2021.
- Achieved 9th Rank out of 64 hotels in the UAE region for elite appreciation, and closed the year-end with 82.9% in 2022.
- Achieved 100% Elite appreciation score for the months of June, August, and September 2022
- Achieved 100% Elite appreciation score for the month of January 2023.
- Achieved 73% ITR for 2022, which is the best ITR for the property for the past 5 years.
- Achieved 83.4%, the fourth to the highest Intent to recommend score in Marriott premium hotels UAE for January 2023.
TRIPADVISOR Achievement
- Massive improvement at Le Royal Meridien Abu Dhabi TripAdvisor Ranking from #46 to #15.
Engagement Survey Achievements
- Massive improvement for the Associate Engagement Survey scores from 38% in the last pulse survey to 90% in 2021.
- Engagement Survey score 95%, Leadership excellence 99%, and Manager excellence 100% in 2022.
Marriott Bonvoy (Travel Program)
- Our Marriott Bonvoy enrollment job aid was chosen as the best practice in EMEA thrive drive 2021.
- Achieved the highest enrollment percentage towards the yearly goal among Marriott Hotels for 2021 in the UAE with a score of 427%.
- Achieved the Highest % of Goal month for April with a score of 782%.
- Achieved the Highest % of Goal month for May with a score of 895%.
- Achieved 185% for the full year of 2022.
Brand Standard Audit
- Achieved 100% score for 2021 year.
- Achieved 98.3% score for 2022 year.
Achieved the K target for all digital Guest experience indexes.
Software
GXP Champion
MARSHA
Guest Voice Champion
Marriott Bonvoy Connector
Microsoft office
Certification
Marriott 10 years Length Service
Interests
Reading History
Meditation
Walking
Timeline
Marriott 10 years Length Service
12-2022
Marriott Finance Training
11-2022
Front Office Manager
Le Royal Meridien
03.2021 - Current
Front Office Manager
Le Meridien Mina Seyahi
09.2019 - 03.2021
Finance Academy
10-2018
Assistant Front Desk Manager
Le Meridien Mina Seyahi
07.2018 - 09.2019
Rooms Academy
01-2017
Complex Night Manager
The Westin/ Le Meridien Mina Seyahi
01.2016 - 07.2018
Certified behavior interviewer
01-2015
Duty Manager
Le Meridien Mina Seyahi
09.2014 - 12.2015
Leadership training
01-2014
Font Desk Team Leader
Le Meridien Mina Seyahi
12.2012 - 08.2014
Front Desk Team Leader
Almanshar Rotana
01.2011 - 11.2012
Front Desk Team Leader
Aldiana Makadi Bay
02.2009 - 12.2010
BACHELOR'S DEGREE - HOTEL
The Higher Institute for Tourism and Hotels
Similar Profiles
Andi Husandi NatakusumahAndi Husandi Natakusumah
Operations Manager Siddharta By Buddha Bar at Grosvenor House and Le Royal Meridien Hotel By MarriotOperations Manager Siddharta By Buddha Bar at Grosvenor House and Le Royal Meridien Hotel By Marriot
Aryan ChaudharyAryan Chaudhary
Commis chef 1 at Le Royal Meridien Beach Resort And SpaCommis chef 1 at Le Royal Meridien Beach Resort And Spa
Thazin TunThazin Tun
Complex General Cashier and Paymaster at Le Royal Meridien, Agora Autograph CollectionComplex General Cashier and Paymaster at Le Royal Meridien, Agora Autograph Collection