Mina Hanna
Dubai,United Arab Emirates
Summary
Accomplished professional with expertise in Microsoft Office Suite, SharePoint, Power BI, and Azure cloud services. Demonstrates strong project management skills and proficiency in ONQ PMS and Opera PMS. Proven success in guest retention strategies, revenue generation, and guest relations management. Skilled in crisis management, communication strategy execution, and health and safety compliance.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Front Office Manager Acting Rooms Division Manager
JA Ocean View Hotel & Oasis Beach Tower & The Manor by JA
Dubai, United Arab Emirates
2022.08 - 2025.06
- Led Rooms Division operations across three JA properties; managed 180+ team members in Front Office, Housekeeping, Concierge, and Guest Services.
- Delivered consistent 5-star service standards focused on guest satisfaction, loyalty, and service recovery.
- Optimized occupancy, ADR, and upselling strategies in collaboration with Revenue and Sales; drove front office revenue growth.
- Built high-performing, service-driven teams through structured training and development programs.
- Improved key performance metrics, including GSS, TripAdvisor rankings, and loyalty engagement.
- Served as Executive-on-Duty; handled VIPs, guest escalations, and emergency response across all properties.
Front Office Manager
The Dubai EDITION
Dubai, United Arab Emirates
2022.06 - 2022.08
- Led front office operations; managed 35+ team members across Front Desk, Guest Services, and Concierge.
- Achieved 95% ISRA Audit score, exceeding brand standards.
- Reduced check-in/out time by 30% through process optimization.
- Increased Marriott Bonvoy enrollments by 20% via front-line engagement.
- Decreased guest complaints by 25% through service recovery training.
- Delivered VIP experiences; executed group arrivals flawlessly.
- Drove upselling initiatives, contributing to 10% room revenue growth.
- Developed guest-focused, high-performing culture through hands-on leadership.
Welcome Desk Manager PreOpening
W Dubai The Palm
Dubai, United Arab Emirates
2018.11 - 2022.06
- Led front desk operations during pre-opening; developed SOPs, check-in flow, and guest service standards.
- Recruited, trained, managed 25+ welcome agents and talent coaches aligned with W brand.
- Achieved 93% ISRA Audit score within 6 months of opening.
- Reduced guest wait time by 35% through shift planning and pre-arrival coordination.
- Handled VIPs, media stays, and high-profile events; ensured seamless and personalised experiences.
- Increased upselling conversion by 15% through daily coaching and a target-driven approach.
- Supported Rooms Division with audits, duty coverage, and guest recovery.
- Built guest-focused, brand-driven team culture.
Welcome Office Manager
W Abu Dhabi Yas Island
Abu Dhabi, United Arab Emiates
2022.02 - 2022.02
- Led front desk operations during leadership gap; oversaw Welcome Desk, Whatever/Whenever, and Guest Relations.
- Managed 20+ talent members; upheld W brand standards, resolved guest issues promptly.
- Coordinated VIP arrivals, group business, and events with flawless execution.
- Delivered team briefings; coached on upselling, guest recovery, and Bonvoy engagement.
- Elevated team performance, morale, and service consistency.
- Completed seamless handover to incoming leadership.
Assistant Front Office Manager
Sofitel Dubai The Palm
Dubai, United Arab Emirates
2016.11 - 2018.06
- Supervised front office operations, managing 30+ staff across reception, concierge, and guest services.
- Achieved guest satisfaction scores over 90% consistently through service excellence.
- Trained and coached the team, reducing guest complaints by 20% within 12 months.
- Collaborated with Housekeeping, Reservations to optimize room allocation, increasing occupancy by 8%.
- Managed VIP arrivals, special requests; ensured personalized guest experiences.
- Assisted with budgeting and payroll, controlling costs without compromising service quality.
- Led daily briefings, performance reviews, boosting team motivation and service standards.
Assistant Front Office Manager
Conrad Dubai Pre-Opening
Dubai, United Arab Emirates
2014.12 - 2016.11
- Developed SOPs and service standards for the front office team of 40+ associates.
- Recruited, trained, and onboarded over 35 front desk and guest service staff ahead of opening.
- Coordinated with five departments to ensure seamless operational launch.
- Led Opera PMS setup and tested front office systems, reducing errors by 20%.
- Managed VIP arrivals and room allocations during soft opening, ensuring 100% guest satisfaction.
- Conducted daily team briefings and performance tracking, improving service scores by 15% pre-opening.
- Achieved full brand compliance and readiness two weeks ahead of schedule.
Front desk supervisor
Hilton Marsa Alam Nubian Resort
Marsa Alam, Egypt
2011.08 - 2013.11
- Supervised daily front desk operations, ensuring seamless guest check-in and check-out.
- Managed a team of over 10 front desk agents through briefings and performance monitoring.
- Resolved guest complaints, leading to improved satisfaction scores.
- Coordinated VIP arrivals, room allocations, and special requests efficiently.
- Trained new team members on Hilton service standards and Opera PMS effectively.
- Collaborated with Housekeeping and Engineering to guarantee room readiness and quality service.
- Monitored cash handling processes, ensuring billing accuracy and proper shift closures.
Sales Executive
Safir Hotel Cairo, Egypt
Cairo, Egypt
2009.07 - 2011.07
- Boosted sales revenue through aggressive and targeted marketing strategies.
- Drove high-level B2B sales meetings to secure large-scale contracts, enhancing market presence significantly.
- Increased customer engagement by delivering high-quality product demonstrations.
- Facilitated staff training programs, enhancing their skills, thereby positively impacting overall team performance.
Education
Bachelor of Computer Science - Software & Database Maintenance Engineering
Advanced Academy
Cairo, Egypt 2009.09 - 2013.07
Skills
- Opera PMS Certification
- Guest Relations & Retention
- Revenue Generation & Upselling
- Crisis & Complaint Management
- Team Leadership & Staff Development
- Budgeting & Forecasting
- Health & Safety Compliance
- Guest Feedback & GSS Improvement
Certification
- Project Management Professional (PMP) Certification – Demonstrates ability to manage complex projects and operational initiatives.
- Six Sigma Yellow Belt (Marriott International) – Highlights commitment to process improvement and quality management in hospitality.
- Front Office Academy Management Course (Hilton Worldwide) – Directly relevant to front office leadership and operational excellence.
- Diploma of Information Technology (ICT50115) – Solid foundation in IT, valuable for managing property management systems and tech integrations.
- Certified Ethical Hacker & Cybersecurity– Indicates strong knowledge of IT security, crucial for protecting guest data and hotel networks.
- High-Performance Leadership (eCornell) – Demonstrates advanced leadership skills tailored for hospitality management.
- Hospitality Management (eCornell) – Reinforces your strategic understanding of hospitality operations at an executive level.
- Train the Trainer Certification Train the Trainer Certification (Marriott Worldwide)
Learned effective training delivery, coaching skills, and adult learning techniques to develop staff and improve team performance aligned with Marriott standards.)
Languages
Arabic
Native
English
Fluent
Russian
Elementary
Timeline
Front Office Manager Acting Rooms Division Manager
JA Ocean View Hotel & Oasis Beach Tower & The Manor by JA
2022.08 - 2025.06
Front Office Manager
The Dubai EDITION
2022.06 - 2022.08
Welcome Office Manager
W Abu Dhabi Yas Island
2022.02 - 2022.02
Welcome Desk Manager PreOpening
W Dubai The Palm
2018.11 - 2022.06
Assistant Front Office Manager
Sofitel Dubai The Palm
2016.11 - 2018.06
Assistant Front Office Manager
Conrad Dubai Pre-Opening
2014.12 - 2016.11
Front desk supervisor
Hilton Marsa Alam Nubian Resort
2011.08 - 2013.11
Bachelor of Computer Science - Software & Database Maintenance Engineering
Advanced Academy
2009.09 - 2013.07
Sales Executive
Safir Hotel Cairo, Egypt
2009.07 - 2011.07