Trehan Allabdeen

• Overseeing daily operations: Managing smooth functioning of all front office areas, ensuring efficient guest check-in and check-out processes, and maintaining high service standards of a complex with 872 rooms and apartments.
• Team supervision: Supervising and providing guidance to bell desk, operator, front desk, Club Rotana, valet, and guest service teams, ensuring adherence to company policies and deliver exceptional customer service. Number of the team members were 120 at the highest and currently 79.
• Training and development: Identifying training needs of team and organizing relevant training programs to enhance their skills and knowledge, ensuring they are equipped to handle guest inquiries and requests effectively. As a result has promoted over 24 team members during the last 2 years.
• Staff scheduling: Creating work schedules, considering occupancy levels, events, and staff availability to ensure adequate coverage in all areas and efficient utilization of resources.
• Guest satisfaction: Monitoring guest feedback and taking necessary actions to address any issues or concerns promptly, ensuring positive guest experience and high levels of guest satisfaction.
• Revenue management: Collaborating with revenue management team to optimize room rates, implement upselling techniques, and maximize room revenue and occupancy levels. Evidently, have consistently achieved remarkable Front Office incremental revenue, surpassing AED 2 million in 2019, AED 3 million in 2021, and AED 3.5 million in 2022.
• Budgeting and cost control: Assisting in preparation of front office budget, monitoring expenses, and implementing cost-saving measures without compromising service quality.
• Interdepartmental coordination: Collaborating with other departments like housekeeping, maintenance, and F&B to ensure smooth interdepartmental communication and operations, enhancing the overall guest experience. Total staffing of the complex is approximately 850.
• Quality assurance: Conducting regular audits of front office procedures, guest interactions, and service delivery to maintain high-quality standards and identify areas for improvement.
• Emergency management: Developing and implementing emergency response plans and protocols, training team on emergency procedures, and ensuring safety and security of guests and employees.

Pre-Opening Phase:

• Assisting with the development of standard operating procedures for front office operations.
• Participating in the recruitment and training of front office staff.
• Coordinating with other departments to ensure a smooth transition from construction to operational phase.
• Assisting in the setup and implementation of property management and reservation systems.
• Overseeing the procurement of front office supplies and equipment.
• Collaborating with the marketing team to develop promotional materials and strategies.

Rebranding Phase:

• Collaborating with the management team to develop a rebranding strategy and vision for the front office.
• Ensuring a seamless transition for existing guests during the rebranding process.
• Implementing new standard operating procedures and training staff on the rebranded concept.
• Coordinating with the marketing team to update the hotel's website, online listings, and marketing collateral to reflect the new brand.

Opening Phase:

• Managing the front office team during the hotel's opening, ensuring a high level of service and guest satisfaction.
• Overseeing the implementation of check-in/check-out procedures, guest services, and concierge operations.
• Monitoring and evaluating front office performance, making necessary adjustments to improve efficiency and guest experience.
• Resolving guest complaints or issues in a timely and professional manner.
• Conducting regular training sessions to enhance the skills and knowledge of front office staff.
• Collaborating with other departments to ensure a seamless guest experience from arrival to departure.