SAYF BAROUDI
Front Office Manager
Dubai
Summary
Productive Front Office Manager with excellent skills in customer service, office management and administrative support. Remains professional and tactful in all situations with focus on increasing satisfaction and retention.
Seeking to be a successful leader in hospitality industry and leading the team to achieve the highest service quality and maximize its profitability.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Front Office Manager
Grand Excelsior Hotel Deira
Dubai
01.2022 - Current
- Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
- Created, prepared and delivered reports to various departments
- Prepared agendas and took notes at meetings to archive proceedings
- Delivered performance reviews, recommending additional training or advancements
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities
- Prepared reports to assist business leaders with key decision making and strategic operational planning
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Streamlined and monitored quality programs to alleviate overdue compliance activities
- Reduced workflow inconsistencies by recruiting and hiring capable staff members
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Maintained store equipment, printers and fax machines
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth front office operations
- Recruited and developed employees for front office department
- Assisted HR manager with interviewing potential employees by asking appropriate questions and providing feedback after interviews
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets
- Communicated best practices among on-site and external personnel to align efforts and goals
Assistant Front Office Manager
Signature One hotels
Dubai
01.2021 - 01.2022
- Responsible for day-to-day operations of front desk, concierge, bell, and door staff
- Provided exceptional levels of guest service by measuring and evaluating service standards to ensure were being applied by all staff
- Assisted in daily maintenance of room inventory to achieve optimal levels of revenue goals and guest expectations
- Maintained procedures for credit control and handling of financial transactions
- Fulfilled all management duties for front office which encompassed front desk agents, door staff, concierge, and bellhops
- Prepared and conducted performance evaluations, scheduling, training, hiring, coaching, counseling, and discipline
- Addressed and resolved all customer problems in efficient and effective manner keeping in mind hotel's bottom line
- Responsible for achievement of departmental objectives and goals
- Reported directly to General Manager.
Front Desk Manager / Duty Manager
Burjuman Arjaan by Rotana
Dubai
10.2017 - 10.2020
- Training all front office personnel
- Participating in selection of front office personnel
- Scheduling front office staff timing
- Supervising workload during shifts
- Evaluating job performance for each front office employee
- Maintaining working relationships and ensuring clear communication with all departments
- Monitoring master key control
- Verifying that accurate room status information is maintained and effectively communicated
- Resolving guest problems quickly, efficiently, and courteously
- Updating group information and preparing group requirements
- Reviewing and completing credit limit report
- Checking cashiers in and out and verifying banks and deposits at end of each shift
- Conducting regularly scheduled meetings of front office personnel
- Preparing performance reports related to front office
- Maximizing room revenue and occupancy by reviewing status daily
- Analyzing rate variance, monitor credit report, and maintain close observation of daily house count
- Monitoring selling status of house daily
- Flash report, allowance etc
- Monitoring high balance guest and taking appropriate action
- Ensuring implementation of all hotel policies and house rules
- Ensuring logging and delivery of all messages, packages, and mail in timely and professional manner
- Ensuring that employees are always, attentive, friendly, helpful, and courteous to all guests’ managers and other employees
- Monitoring all V.I.P, guest requests.
Front Office Supervisor
Hala Arjaan - Rotana Hotels & Resorts Abu Dhabi
Abu Dhabi
01.2016 - 09.2017
- Managing and monitoring activities of all employees in Front Office department Conducting Briefing for all staff during Night Shift
- Informing all Overnight staff of night activities, group, VIP arrivals, special requests, and repeat guests
- Making sure any special requests are carried out accordingly, Greeting guests upon arrival and ensure escort to accommodations if appropriate
- Maintain professional and high-quality service-oriented environment
- Act as manager on duty for hotel in absence of Front Office Manager dealing with complaints, problem solving, disturbances, special requests, and any other issues
- Managing night shift in department ensuring all employees perform tasks assigned to them and coordinate Front Office activities with other departments
- Welcome guests to hotel in friendly and helpful manner ensure that public areas are kept clean and tidy
- Participate in decision-making process on guest relocation for nights when overcapacity, execute accordingly and ensure smooth relocation process
- Monitoring and developing team member performance
- Ensure accurate completion of daily night audit in timely manner
- Assist Front Office Manager in implementing and enforcing financial controls throughout department, helping with control of operating expenses
- Working closely with Housekeeping Department to improve guest services and foster cross departmental communication,
Front Office Team Leader
Mercure Grand Jebel Hafeet – Accor Hotels & Resorts
Al Ain
08.2014 - 12.2015
- Provides supervision to the Front Desk Personnel
- Interacts and co-operates with hotel guests as appropriate
- Interacts, and cooperates with other Front Office Sections and other hotel departments Supervise and participates in all activities related to the process of rooming hotel guests
- Ensure that all guests receive a warm welcome upon check in
- Supervise and coordinates room assignment with concerned Front Office sections and other hotel departments
- Ensures that all guests are advised of their room numbers and room rates
- Ensures that next destination sales are promoted upon check in
- Promotes hotel facilities efficiently
- Handles complaints with immediate action and thorough follow yup
- Ensures that billing instructions are accurate and clear
- Handles guest needs, inquiries, and requests promptly
- Prepares and submits all required statistical reports on a timely basis Prepared a timely and accurate Daily Report Expeditious and diplomatic resolution of guest problems Fully knowledgeable in all emergency procedures
Front Desk Agent
Mercure Grand Jebel Hafeet, Hotels & Resort
Alain
09.2012 - 08.2014
- Offer consistently professional, friendly, warm, and engaging service
- Give warm welcome and check in experience to guests
- Check out of departing guest in accordance with established standards
- Sell rooms to walk-in guests
- Responsible for cash inventory, and bills of exchange in foreign currencies for hotel guest in accordance with credit policy
- Cooperate with colleagues from all departments, in particular Housekeeping, Finance and Reservation Ensure that Front Desk is manned, operationally prepared, and stocked at all times to be available for guests as point of contact
- Maintain privacy of all guests by ensuring that no details of guests are disclosed
- Demonstrate complete understanding of hotel’s policies and procedures and service standards and have full knowledge of hotel facilities and happenings.
Education
Bachelor’s degree - Hotel Management, Tourism & Hotel Managment
High Institute of Hotel Management & Tourism
Mohammedia,Morocco 09.2010 - 06.2012
Degree Tourism & Hotel Technology - Tourism & Hotel Technology
Tourism & Hotel Technology Degree
Fes, Morocco 09.2007 - 06.2009
High School Diploma -
Adarissa High School
Fes, Morocco 09.2005 - 06.2007
Skills
Problem-Solving
Multitasking Abilities
Flexible and Adaptable
Business planning
Staff Management
Business Development
Operations management
Policies and procedures
Timeline
Front Office Manager
Grand Excelsior Hotel Deira
01.2022 - Current
Assistant Front Office Manager
Signature One hotels
01.2021 - 01.2022
Front Desk Manager / Duty Manager
Burjuman Arjaan by Rotana
10.2017 - 10.2020
Front Office Supervisor
Hala Arjaan - Rotana Hotels & Resorts Abu Dhabi
01.2016 - 09.2017
Front Office Team Leader
Mercure Grand Jebel Hafeet – Accor Hotels & Resorts
08.2014 - 12.2015
Front Desk Agent
Mercure Grand Jebel Hafeet, Hotels & Resort
09.2012 - 08.2014
Bachelor’s degree - Hotel Management, Tourism & Hotel Managment
High Institute of Hotel Management & Tourism
09.2010 - 06.2012
Degree Tourism & Hotel Technology - Tourism & Hotel Technology
Tourism & Hotel Technology Degree
09.2007 - 06.2009
High School Diploma -
Adarissa High School
09.2005 - 06.2007