Hi, I’m
Marc David
Cluster Front Office Manager
Dubai
Summary
Experienced Front office manager with excellent skills in customer relations and happiness management professional with over 10 years of experience across hotels and resorts in different countries . Driven to improve operational efficiency and boost positive experience through innovative techniques , Learning and development. Able to quickly understand complex concepts, identify, solve problems and implement standard operating procedures that optimize productivity, client satisfaction and retention. highly skilled in communication etiquette, challenge resolution, loyalty programs , Clients relationships building, quality audits and implementation of new processes/ procedures.
Overview
11
years of professional experience
4
years of post-secondary education
6
Certifications
3
Language
Work History
Millennium Al Barsha & Millennium Montrose
Cluster Front Office Manager
2021.07 - Current (3 years & 2 months)
Job overview
- Setting and implementing action plans to enhance clients experience along with leading the Quality Assurance committee while conducting regular communications meetings with all departments to be aligned with the hotel goals and targets
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- 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.
- Managed files and records for clients and adhered to safety and local authorities procedures to prevent breaches and data misuse.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
- 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.
Millennium Atria Business Bay
Assistant Front Office Manager
2019.02 - 2021.07 (2 years & 5 months)
Job overview
- Interacted with customers by phone, email, or in-person to provide information and solve problems and .
- Acted as point of contact between management and unit owners pool
- Enhanced revenue and gross profits by implementing upselling program and incentivizing team members contribution while maximizing customer satisfaction.
- Created training modules in partnership with HR for new hires.
- Drafted employee work schedules to fill coverage gaps.
- Supervised payroll corrections for accuracy and duplications.
- Provided clerical support, addressing routine, and special requirements.
- Delivered performance reviews, recommending additional training or advancements.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
Sofitel Dubai Jumeirah Beach
Duty Manager
2018.01 - 2019.01 (1 year)
Job overview
- Handling guest complaints while overseeing the hotel operation during the absence of FOM, Due to a self-designed training method the front team improved their performance and LQA score was higher than result of last 5 years, TripAdvisor ranking was improved by over 30 places
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
Rihab Rotana And Rotana Fujairah Resort And Spa, Dubai and Fujairah
Front Office Team Supervisor
2015.01 - 2017.12 (2 years & 11 months)
Job overview
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
- Processed check-ins and check-outs, created reservations and processed special requests.
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services.
- Interviewed, hired, coached and developed front office associates.
- Monitored office supplies by checking inventory and placing orders.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Entered and maintained departmental records in company database.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Hilton Alexandria Green Plaza, Alexandria
Front Office Team Lead
2012.09 - 2014.09 (2 years)
Job overview
- Team thru training, coaching to deliver the highest standards of hospitality
- Improved the hotel overall ranking for trip advisor by over 50 places and booking.com ranking from9 to 8.5 within a 7-month time frame
- Monitoring policies and procedures SOPs to meet the brand standards Setting KJR, KPO and making sure the team achieve and exceed their targets
- Arrange schedules according to manning and operation needs and choosing the right candidates for the required roles
- Monitoring the hotel inventory to maximize revenue at all times while meeting the tourism police requirements and submitting the monthly reports on a timely manner.
Education
Alexandria Higher Institute of Tourism And Hotels
Bachelor’s Degree from Hotel Management
2008.01 - 2011.07 (3 years & 6 months)
Saint Vincent “French school
High school diploma from French language
Skills
Policy and procedure modification
undefinedCertification
Exceptional employee 100% (LQA) Gold certificate from IFH 100% score Certified on job trainer (OJT)
Timeline
Cluster Front Office Manager
Millennium Al Barsha & Millennium Montrose
2021.07 - Current (3 years & 2 months)
Assistant Front Office Manager
Millennium Atria Business Bay
2019.02 - 2021.07 (2 years & 5 months)
Duty Manager
Sofitel Dubai Jumeirah Beach
2018.01 - 2019.01 (1 year)
Front Office Team Supervisor
Rihab Rotana And Rotana Fujairah Resort And Spa
2015.01 - 2017.12 (2 years & 11 months)
Front Office Team Lead
Hilton Alexandria Green Plaza
2012.09 - 2014.09 (2 years)
Alexandria Higher Institute of Tourism And Hotels
Bachelor’s Degree from Hotel Management
2008.01 - 2011.07 (3 years & 6 months)
Saint Vincent “French school
High school diploma from French language
2019.05
Exceptional employee 100% (LQA) Gold certificate from IFH 100% score Certified on job trainer (OJT)
First Aider (Basic plus CPR, AED & First Aid for Adults)
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