Reza Shahgholi
Doha
Summary
Experienced hospitality operations manager with a 15-year record of achievement in the upscale hospitality industry, specializing in hotels and resorts. Proven expertise in conversion and pre-opening refurbishments across diverse properties, including luxury hotels, resorts, villas, and residential complexes. Effectively managed the front office and housekeeping departments for 800+ rooms, ensuring effective operations and meticulous attention to detail. Achieved business growth, productivity improvement, and revenue growth. Led multi-unit properties (200 to 1500 rooms) with a focus on aligning organizational goals within budget constraints. Directed rooms as the pre-opening director, demonstrating leadership and coordination. Spearheaded hiring, recruiting, and onboarding for 350+ employees, fostering a skilled workforce, and exceeding expectations. Played a key role in operations management for the prestigious FIFA World Cup 2022 fans and official accommodation, displaying emotional intelligence. Monitored industry trends, identified risks, and developed strong stakeholder relationships. Ensured compliance with laws, regulations, and company policies, delivering detailed reports to senior management and the Board of Directors. Skilled in financial management, budget optimization, and process improvements for operational efficiency and enhanced customer satisfaction. Remained current with emerging technologies and industry best practices, driving innovation.
Overview
13
13
years of professional experience
Work History
Real Eastate COnsultant
Step in Property
12.2023 - Current
- Identified and cultivated residential and commercial prospects using CRM systems for personalized communication and relationship management
- Formulated and carried out targeted marketing strategies for properties, incorporating client feedback to enhance effectiveness and maximize deal potential
- Negotiated successfully to achieve favorable outcomes for clients and stakeholders
- Set up relationships with board members and property owners to facilitate successful transactions
- Provided comprehensive training for new sales personnel, emphasizing effective communication and negotiation techniques
- Collaborated closely with the marketing team to create tailored online and offline marketing plans aligned with client preferences and market trends
- Closed the monthly target of 15–25K through strategic and innovative approaches within specified timeframes.
- Communicated with clients to understand property needs and preferences.
- Researched commercial and residential real estate deals.
- Handled sensitive client information discreetly while maintaining strict confidentiality during negotiations and transactions.
- Generated leads for sales and rental properties through cold calls and referrals.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Stayed up-to-date on current market trends and industry news to provide insightful advice to clients when making important real estate decisions.
Operation Manager
Chaldara Forest Resort
03.2023 - 12.2023
- Handling the daily operations of Chaldareh Resorts, managing 60 villa outlets, a cafe, spa, and reservoir
- Led a team of 180 members, excelling in sales and marketing, F&B operations, promotions, event coordination, housekeeping, front desk, reservation management, revenue optimization, and laundry services
- Focused on delivering exceptional guest experiences and maintaining high operational standards in the hospitality, we have a 90% guest approval rate.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Operation MANAGER-Front Office & HK
Accor Hotels
01.2022 - 03.2023
- Orchestrated the conversion of 14 residential buildings into operational hotels, resulting in 30% reduction in turnover through strategic recruitment, coaching, and onboarding of 350 team members
- Strategically positioned properties in target markets and devised comprehensive business plans
- Applied design principles to streamline operational spaces and logistics, resulting in a 25% decrease in staffing needs
- Overhauled training programs and operational procedures, slashing outsourcing costs by 30%
- Pioneered business initiatives, including risk management tools and procurement strategies that delivered a 20% cost reduction
- Implemented robust fire safety and security protocols
- Swiftly addressed maintenance issues, 95% resolution rate through cooperation with facility managers
- Coordinated the decommissioning process, securing 100% efficient equipment retrieval and staff demobilization ahead of schedule
- Directed overall operations to optimize performance, profitability, and return on investment, fostering a dynamic work environment
- We upheld superior guest service standards and ensured compliance with quality and operational benchmarks, reaching a consistent 98% guest satisfaction rate
- Played a pivotal role in developing key management roles, earning acclaim for leadership excellence from senior management.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
ROOMS Division Manager
JW Marriott/Ritz-Carlton Hotel & Residences
05.2019 - 05.2021
- Ran overflow bookings from JW Marriott to the sister hotel, Ritz-Carlton, guaranteeing both properties to achieve optimal occupancy of 90% and maximize revenue
- Performed a reservation allocation system between the hotels, resulting in a 10% increase in room occupancy while maintaining a guest contentment rate of 90%
- Successfully reduced staffing by 50% through the implementation of a 1-month work, 1-month off program during the pandemic
- Enhanced customer pleasure by 75% through targeted on-the-job training and preventive measures
- Maintained a 95% compliance rate with hotel standard operating procedures (SOPs) by aligning objectives, brand standards, and timelines
- Communicated renovation progress to stakeholders, obtaining a 95% approval rate, and coordinated contingency plans, securing alternative accommodation arrangements for 100% of affected guests
- Supervised the renovation of 300 rooms while efficiently managing daily housekeeping operations
- Formed measurable key performance indicators (KPIs) for operational processes and reached a 15% cost-saving target
- Elevated quality performance levels, 10% improvement, and a 70% overall performance score increase, surpassing the company average of 60%.
- Upheld high standards for customer service and led by example.
Front Office Manager
YTL Hotels and Resorts
02.2019 - 10.2020
- Provided strategic guidance to department heads on business plan recommendations, expense management, budgeting, and revenue forecasting, while nurturing leadership development
- Crafted short- and long-term financial and operational plans aligned with company objectives
- Enhanced guest contentment from 70% to 85% in six months through diligent performance monitoring, complaint resolution, and strict adherence to brand standards
- Identified specific training needs, applied tailored training plans, fostered relations across departments, and streamlined operations, resulting in a 30% reduction in staffing costs
- Enforced rigorous quality control standards, exceeding both company and guest expectations, leading to a significant increase in customer loyalty to 85%.
Front Office Manager: PRE- OPENING
Marriott Autograph Collection
04.2017 - 01.2019
- Directed pre-opening activities, overseeing the transition from construction to operations, and collaborated with sales, marketing, and engineering teams to prioritize guests
- Built and implemented a detailed recruitment and training plan for the front office team, including conducting interviews, selecting candidates, and providing procedural and customer service training for over 60 employees within 3 months
- Scheduling, workload supervision, performance evaluations, and key control ensure adherence to room revenue, house status, banking, and deposit procedures with a 95% compliance rate
- Conducted training sessions, resulting in a 3% increase in sales and a 5% improvement in guest experience scores
- Partnered with the general manager to enhance sales strategies, rate structures, and revenue-maximizing policies for the front desk staff, resulting in a 5% annual revenue increase through upselling techniques.
Assistant Front Office Manager
JW Marriott Hotels
11.2016 - 04.2017
- Overseeing every aspect of the operations of 561 rooms and suites
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
Guest Service Manager & Head of Butler
JW Marriott Hotels
11.2015 - 10.2016
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Resolved guest complaints effectively, demonstrating empathy and problem-solving abilities.
- Attended to customer needs, responding to questions, complaints and escalations.
- Analyzed feedback from guest surveys, identifying areas for improvement and implementing necessary changes to enhance service quality.
Executive Club Lounge Manager
JW Marriott Hotels
11.2014 - 11.2015
- Managed inventory levels effectively to reduce waste and maintain optimal stock levels for seamless service delivery.
- Analyzed daily sales data track which menu items were popular and where improvements could be made for increased profitability.
- Worked closely with other department managers to implement cross-promotional initiatives that benefited both parties involved.
- Enhanced customer satisfaction by implementing efficient lounge management strategies.
- Upsold daily specials and beverage promotions to exceed daily sales goals.
- Oversaw food preparation and monitored safety protocols.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Front Desk Supervisor
JW Marriott Hotels
01.2013 - 11.2014
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Collaborated with team members to handle guest requirements from check-in through check-out.
Chief Concierge
JW Marriott Hotels
10.2011 - 12.2013
- Managed daily operations of the concierge desk efficiently while maintaining a welcoming atmosphere for guests.
- Coordinated closely with event planners to manage logistics for conferences and meetings hosted at the property.
- Contributed to the development of marketing materials highlighting the hotel''s outstanding concierge services, ultimately increasing brand awareness and attracting new clientele.
- Devised creative solutions for unique guest requests, exceeding expectations and generating positive feedback.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Handled customer complaints to satisfy and retain guests.
- Created and maintained comprehensive database of local attractions and restaurants to assist personnel in recommending guest entertainment.
Education
Bachelor of Science - Hospitality, Tourism, & Restaurant Management
IMI University Switzerland
07.2011
Bachelor of Science - Computer Engineering
Azad University of Khorasgan
Isfahan, Iran06.2005
Skills
- Leadership and Team Management: Teamwork, Training, Coaching, Developing, Employee Engagement
- Operations Management: Operations & Project Management, Front Office & Housekeeping Management operations, Budgeting, Time Efficiency
- Customer Relationship Management (CRM)
- Sales, Marketing, and Revenue Management: Market Knowledge
- Strategic Planning & Decision Making: Problem Solving
- Adaptability, Flexibility, and Time Management
- Other Relevant Skills: Recruitment, Onboarding, Proficient in managing large crowds during sporting events and other gatherings, Negotiation Skills, Rental Management, Real Estate
- Technical Skills: Familiarity with Hotel Management Systems (PMS Opera 5, Opera Cloud, Hotelogix, Micros, Proficient in MS Office Suite (Word, Excel, PowerPoint, Outlook)
- Residential Real Estate
- Property Management
- Client Relations
- Property Marketing
Accomplishments
- Transformation of Residential Buildings: led the conversion of 14 residential buildings into hotels, reducing turnover by 30% and optimizing operational spaces.
- Customer Satisfaction and Revenue Growth: 75%, 70% performance score increment, and 35% revenue growth within three months through innovative strategies.
- Successfully executed renovation projects with a 50% reduction in staffing and upheld 75% customer rate.
- Task Force- Front Office Manager Marriott the Majestic Hotel - Kuala Lumpur, Malaysia | 01/2019 - 05/2019
- Recognized as a Top 3 Leader in the 2022 World Cup Project among 300 leaders.
Languages
English
Persian
Basic Arabic
Intermediate German
Trainingcertificates
- HIS Infor Inventory System
- Train The Trainer – Certified (TTT)
- Salesforce (CRM)
- Bonvy membership Marsha - Marriott Reservation System
- Medallia GS Platform
- The Servsafe Manager Certificate
- Jira
- Agile
- Micros/Infras
- Driving employee Engagement as a people manager
- Leadership Foundation
Personal Information
Visa Status: valid QID till 2025
Timeline
Real Eastate COnsultant
Step in Property
12.2023 - Current
Operation Manager
Chaldara Forest Resort
03.2023 - 12.2023
Operation MANAGER-Front Office & HK
Accor Hotels
01.2022 - 03.2023
ROOMS Division Manager
JW Marriott/Ritz-Carlton Hotel & Residences
05.2019 - 05.2021
Front Office Manager
YTL Hotels and Resorts
02.2019 - 10.2020
Front Office Manager: PRE- OPENING
Marriott Autograph Collection
04.2017 - 01.2019
Assistant Front Office Manager
JW Marriott Hotels
11.2016 - 04.2017
Guest Service Manager & Head of Butler
JW Marriott Hotels
11.2015 - 10.2016
Executive Club Lounge Manager
JW Marriott Hotels
11.2014 - 11.2015
Front Desk Supervisor
JW Marriott Hotels
01.2013 - 11.2014
Chief Concierge
JW Marriott Hotels
10.2011 - 12.2013
Bachelor of Science - Hospitality, Tourism, & Restaurant Management
IMI University Switzerland
Bachelor of Science - Computer Engineering
Azad University of Khorasgan
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