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Hôtel Club Al Moggar Agadir
- Directeur d'exploitation charger du commercial&Hebergement
maintenant
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Centre Molière pour l'Education et la Formation
- Director
2014 - maintenant
Gérer le centre
Former les jeunes en technique d’accueil et communication en Anglais( business language)
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Hotel Club Almoggar garden beach agadir
- Operation Manager in charge of Rooms&Sales
2013 - 2014
Responsible for the day-to-day management of the hotel and its staff
Provide a commercial accountability for budgeting and financial management
Work closely with the Division Director to discuss overall group goals and plans
Budget forecasts and analysis for assigned events
Provide operational support to other events as outlined by Division Director
All negotiations with related vendors (AV, security, signage and services)
Taking a strategic overview and planning ahead to maximize profits.
Set the example for head of department and staff to deliver a standard of service and presentation that meets guests' needs and expectations
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Al Moggar
- Directeur D'exploitation & chargé du commercial & hébergement
2013 - maintenant
Mazagan Beach and Golf Resort, by Kerzner 5*, Maroc:
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Mazagan Beach&Golf
- Guest Services Manager
2012 - 2013
Passport no: SA9436128 * Ensures all associates meet or exceed brand requirements
Issue date: 08/03/2011 * Oversees the operation of the Front Desk including rate management, room inventory management, etc.
Expiry date: 08/03/2016 * Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing costs reduction and program improvement
* Hold Front Desk staff meetings and ensure teams are up to date on all training
Languages:
* Provides excellent customer service by being readily available/approachable for all guests
Arabic * Resolves guest complaints and problems in a professional and timely manner
English * Takes proactive approaches when dealing with associate concerns
French ,
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Mazagan Beach Resort
- Responsable Relation Clientèle
El Jadida
2011 - 2012
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Mazagan Beach Resort
- Guest Services Manager
El Jadida
2011 - 2013
Ensures all associates meet or exceed brand requirements
Oversees the operation of the Front Desk including rate management, room inventory management, etc.
Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing costs reduction and program improvement
Hold Front Desk staff meetings and ensure teams are up to date on all training
Provides excellent customer service by being readily available/approachable for all guests
Resolves guest complaints and problems in a professional and timely manner
Takes proactive approaches when dealing with associate concerns
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Cesar Hotel &Spa
- General Manager
2011 - 2011
* Provide Responsible for the financial success (P&L;) of the supported location
N°29, 2eme Etage, Blvd Mohamed 5, a cote de café menara, Tiznit, 85000, Maroc * Compares store operating performance to budget on a consistent basis.
* Maintain a safe, clean location (interior & exterior) to include all location equipment and tools; taking appropriate action when necessary. ;
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Cesar Hotel &Spa
- Deputy General Manager
2011 - 2011
Provide Responsible for the financial success (P&L;) of the supported location
Compares store operating performance to budget on a consistent basis.
Maintain a safe, clean location (interior & exterior) to include all location equipment and tools; taking appropriate action when necessary.
Provide continuous quality improvement in products and services to ensure customer delight by identifying and acting on opportunities for improvement.
Analyze, interpret, and react accordingly to all KPIs and the variable margin information
Execute all administrative responsibilities of the location, such as order maintenance, time and attendance system and other necessary paperwork.
Create post and ensure schedule efficiency to comply with budget and facilitate staffing needs.
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Cesar Hotel &Spa Tanger
- DGA chargé du commercial & hébergement
2011 - 2011
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Husa
- Room Division Manager
2010 - 2011
Responsible for the overall revenue and profit of Rooms Division.
Participates in weekly Revenue Management meetings as senior team member.
Develops specific training programs addressing guest relations’ procedures for all Rooms Division Departments.
Meets and approves all front of the house applicants prior to their hiring.
Inspects accommodations of high level VIP guests.
Responsible for maintaining guest feedback scores in all areas of responsibility.
Conducts a weekly walk-through with the Executive Housekeeper of all public areas and a minimum of 10 guest rooms.
Ensures full compliance by department with hotel security procedures.
Meets with clients to define specialized group needs such as satellite check-in, etc.
Evaluates individual employee training needs and requirements for advancement.
Assists with preparation of annual department budget.
Other duties as assigned.
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Husa Casablanca Plaza
- Directeur Hebergement
2010 - 2011
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Mazagan Beach Resort
- Chef de Réception
El Jadida
2009 - 2010
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Mazagan Beach Resort
- Front Office Manager
El Jadida
2009 - 2010
Work collaboratively with all members of the front office team in departmental planning, development and execution.
Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
Work closely with department managers and supervisors to develop them both personally and professionally.
Ensure that all complaints regarding service and accommodations are investigated and resolved.
Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted.
Establish standards for personnel performance and customer service.
Review work procedures and operational problems to determine ways to improve service, performance, or safety.
Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
Provide Leadership and Mentoring to Front Office staff.
Maintain complete knowledge of all Front Office department policies and service procedures.
Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals, departures, room availability, scheduled in-house group activities.
Review and respond to daily operational demands as it relates to the hotel..
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Mazagan Beach&Golf
- Front Office Manager
2009 - 2010
* Work collaboratively with all members of the front office team in departmental planning, development and execution.
* Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
* Work closely with department managers and supervisors to develop them both personally and professionally.
* Ensure that all complaints regarding service and accommodations are investigated and resolved.
* Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted.
* Establish standards for personnel performance and customer service.
* Review work procedures and operational problems to determine ways to improve service, performance, or safety.
* Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance.
* Provide Leadership and Mentoring to Front Office staff.
* Maintain complete knowledge of all Front Office department policies and service procedures.
* Maintain complete knowledge of: all hotel features and services, all room types, rates, special package and promotions, daily arrivals, departures, room availability, scheduled in-house group activities.
* Review and respond to daily operational demands as it relates to the hotel.. ;
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Kenzi Hôtels
- Night Manager
Marrakech
2008 - 2009
Operating Policies and Procedures are adhered
Responsible for the completed nightly end of day reporting; ensuring accuracy in balancing of accounts.
Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment.
Provides guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office leaders. A strong commitment to Colleague Satisfaction.
Responsible to balance operational, administrative and colleague needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Provides passionate direction towards achieving hotel vision
Conducts night colleague performance evaluations on a timely basis, including corrective action and coaching
Develops, implements and maintains new incentives to motivate colleagues and maximize hotel revenue
Adheres to and promotes the Hotel’s Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures
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Kenzi Tower Hôtel
- Directeur de Nuit
2008 - 2009
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Kenzi Tower Hotel
- Night Manager
2008 - 2009
* Operating Policies and Procedures are adhered ;
* Responsible for the completed nightly end of day reporting; ensuring accuracy in balancing of accounts.
* Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of colleague empowerment.
* Provides guidance and motivation to the night team. Establishes and communicates on a daily basis with the Front Office leaders. A strong commitment to Colleague Satisfaction.
* Responsible to balance operational, administrative and colleague needs.
* Responsible for ensuring consistency in exceeding guest service expectations.
* Provides passionate direction towards achieving hotel vision
* Conducts night colleague performance evaluations on a timely basis, including corrective action and coaching
* Develops, implements and maintains new incentives to motivate colleagues and maximize hotel revenue
* Adheres to and promotes the Hotel's Health & Safety policies to ensure a safe work environment and knowledgeable all safety & emergency procedures. ;
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Millennium Hotel Sharjah
- Assistant Sales Manager
2007 - 2008
* Demonstrate exemplary sales skills by achieving and exceeding personal daily, weekly and monthly acquisition and retention goals through persistent and enthusiastic outreach.
* Align with Member Engagement Manager to learn and develop the capacity to lead a successful sales team through ownership of weekend production and additional responsibilities.
* Assist with monitoring Member Engagement Advisors daily, weekly and monthly retention and acquisition goals and coach team as needed to ensure they are achieving or exceeding hotel expectations.
* Support the recruitment of top talent through partnerships and prospecting to continuously grow our team of advisors.
* Preparing offers. ;
* Maintains customer database by inputting customer profile and updates; preparing and distributing monthly reports.
* Representing the Hotel at trade exhibitions, events and demonstrations.
►Team Building programme ,
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Millenium Hôtel Sharjah, UAE
- Responsable commerciale
2007 - 2008
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Grosvenor Hous By Le meridien dubai UAE
- Superviseur Réception
2007 - 2007
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Millennium Hotel Sharjah
- Assistant Sales Manager
2007 - 2008
Demonstrate exemplary sales skills by achieving and exceeding personal daily, weekly and monthly acquisition and retention goals through persistent and enthusiastic outreach.
Align with Member Engagement Manager to learn and develop the capacity to lead a successful sales team through ownership of weekend production and additional responsibilities.
Assist with monitoring Member Engagement Advisors daily, weekly and monthly retention and acquisition goals and coach team as needed to ensure they are achieving or exceeding hotel expectations.
Support the recruitment of top talent through partnerships and prospecting to continuously grow our team of advisors.
Preparing offers.
Maintains customer database by inputting customer profile and updates; preparing and distributing monthly reports.
Representing the Hotel at trade exhibitions, events and demonstrations
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Grosvenor House By Le Meridien
- Front Office Supervisor
2007 - 2008
* Assign work and supervise team member performance in all Front Office procedures including, but not limited to, guest check-in and check-out, lobby traffic and flow, luggage assistance, telephone operator services and determining room rates and availability.
* Respond to guest inquiries and resolve issues and complaints in a timely, friendly and efficient manner
* Schedule, assign daily work, lead pre-shift meetings, inform and train team members
* Monitor, observe and assist in evaluating team member performance
* Monitor lobby traffic and adjust staffing accordingly ;
* Support and assist team members in handling guest inquiries and requests and in resolving guest complaints ;
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FourSeasons Hotels and Resorts Riyadh KSA
- 1er Réceptionniste
2006 - 2007
Sir Richard Branson's Moroccan Retreat - Kasbah Tamadot 5*luxe, Marrakech, Maroc:
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FourSeasons Hotels and Resorts
- Receptionist
Paris
2006 - 2007
* Respond to all guest requests and follow through to assure satisfactory outcome and compliance ;
* Run arrival and departure reports for front office ;
* Assist guests by making knowledgeable recommendations and, as requested, follow-up with Reservations and confirm of a variety of services, including but not limited to; shuttle transportation to airports, sightseeing tour information, dining, automobile rental, airline reservations, golf tee-times, hair salon and spa reservations.
* Act to solve guest problems, coordinating necessary efforts through the appropriate departments and to consistently follow-up with guests to ensure proper actions and responses have been received
* Up sell rooms/suites and cross sell all outlets within the Hotel
* Process payments and departures and adjust errors and correct discrepancies on guest accounts
* Enter and retrieve data to keep guest information current and to respond to internal needs to retrieve guest history
* Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
* Work with all hotel departments to maintain maximum rapport and open communication channels to anticipate and satisfy guests needs and demands
* Learn the names and personally recognize our regular Guests and Members
* Communicate with Housekeeping and Butler departments to ensure current information on status of rooms. ;
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FourSeasons Hotels and Resorts
- Receptionist
Paris
2006 - 2007
Respond to all guest requests and follow through to assure satisfactory outcome and compliance
Run arrival and departure reports for front office
Assist guests by making knowledgeable recommendations and, as requested, follow-up with Reservations and confirm of a variety of services, including but not limited to; shuttle transportation to airports, sightseeing tour information, dining, automobile rental, airline reservations, golf tee-times, hair salon and spa reservations.
Act to solve guest problems, coordinating necessary efforts through the appropriate departments and to consistently follow-up with guests to ensure proper actions and responses have been received
Up sell rooms/suites and cross sell all outlets within the Hotel
Process payments and departures and adjust errors and correct discrepancies on guest accounts
Enter and retrieve data to keep guest information current and to respond to internal needs to retrieve guest history
Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
Work with all hotel departments to maintain maximum rapport and open communication channels to anticipate and satisfy guests needs and demands
Learn the names and personally recognize our regular Guests and Members
Communicate with Housekeeping and Butler departments to ensure current information on status of rooms.
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Sir Richard Branson's Moroccan Retreat - Kasbah Tamadot 5*luxe, Marrakech
- Assistant Chef de Réception
2005 - 2006
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Sir Richard Branson's Moroccan Retreat - Kasbah Tamadot
- Assistant Front Office Manager
2005 - 2006
Sir Richard Branson's Moroccan Retreat - Kasbah Tamadot
* Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards.
* Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's.
* Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
* Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
* Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
* Maintain good communication and working relationships with all hotel departments
* Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
* Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team ;
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Kasbah tamadot by Virgin Hotels
- Assistant Front Office Manager
2005 - 2006
Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards.
Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's.
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Assist the Front Office Manager with staff performance issues in compliance with company policies and procedures
Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team
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Madinat Jumeirah Resort
- Butler
2004 - 2005
Butler
* Up sell rooms/suites and cross sell all outlets within the resort.
* Identify and anticipate guest needs and action immediately.
* Build a strong relationship with all in-house VIP guests and maintain interaction.
* Have working knowledge of the hotel operating systems. ;
* Ensures all expected arrival rooms/suites are checked and in order
* Have full understanding & knowledge of all in room/suite services, amenities, functions & systems
* Report for duty punctually in accordance with the issued department duty roster.
* Co-ordinate & liaise at all times with the butler order taker.
* Abide by all policies and procedures as provided in the butler services SOP manual as well as the hotel & company policies and procedures at all times
* Maintain full control of the bar replenishment ;
* Perform other duties & responsibilities as assigned by senior management. ;
* Support & assist the senior management. ;
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Madinat Jumeirah
- Butler
2004 - 2004
Up sell rooms/suites and cross sell all outlets within the resort.
Identify and anticipate guest needs and action immediately.
Build a strong relationship with all in-house VIP guests and maintain interaction.
Have working knowledge of the hotel operating systems.
Ensures all expected arrival rooms/suites are checked and in order
Have full understanding & knowledge of all in room/suite services, amenities, functions & systems
Report for duty punctually in accordance with the issued department duty roster.
Co-ordinate & liaise at all times with the butler order taker.
Abide by all policies and procedures as provided in the butler services SOP manual as well as the hotel & company policies and procedures at all times
Maintain full control of the bar replenishment
Perform other duties & responsibilities as assigned by senior management.
Support & assist the senior management
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D'Anfa Hôtel
- Concierge
2003 - 2004
* Make dining and other reservations for patrons, and obtain tickets for events.
* Provide information about local features such as shopping, dining, nightlife, and recreational destinations..
* Make travel arrangements for sightseeing and other tours.
* Receive, store, and deliver luggage and mail. ;
* Ensures all Perform office duties on a temporary basis when needed ;
* Pick up and deliver items, or run errands for guests ;
* Arrange for the replacement of items lost by travelers.
* Plan special events, parties, and meetings, which may include booking musicians or celebrities to appear.
* ;
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Madinat Jumeirah Hôtel Dubai UAE
- Head Butler
2003 - 2005
Hotel One & Only Royal Mirage Dubai by Kerzner 5*luxe, UAE:
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Hotel One & Only Royal Mirage Dubai by Kerzner 5*luxe, UAE
- Réceptionniste(Gold Club)
2002 - 2003
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One&Only
- Receptionist
Paris
2002 - 2004
Identify and anticipate guest needs and action immediately.
Run VIP arrival and departure reports for front office, Housekeeping and F&B
Refresh the rooms/suites & assist with turndowns
Build a strong relationship with all in-house VIP guests and maintain interaction.
Have working knowledge of the hotel operating systems.
Ensures all expected arrival rooms/suites are checked and in order
Have full understanding & knowledge of all in room/suite services, amenities, functions & systems
Unpack/ pack guest luggage as requested.
Co-ordinate & liaise at all times with all Hotel department.
Ensure a full & complete shift handover
Be fully responsible for the butler office by ensuring the manning & cleanliness is controlled and both are correctly stocked & operationally prepared at all times according to set standards
Report any suite maintenance requirement according to standard procedures.
Deliver newspapers & magazines to all rooms/suites.
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One&only Royal Mirag Dubai
- Gold Club Receptionnist
2002 - 2003
* Identify and anticipate guest needs and action immediately.
* Run VIP arrival and departure reports for front office, Housekeeping and F&B
* Refresh the rooms/suites & assist with turndowns ;
* Build a strong relationship with all in-house VIP guests and maintain interaction. ;
* Have working knowledge of the hotel operating systems. ;
* Ensures all expected arrival rooms/suites are checked and in order
* Have full understanding & knowledge of all in room/suite services, amenities, functions & systems
* Unpack/ pack guest luggage as requested. ;
* Co-ordinate & liaise at all times with all Hotel department. ;
* Ensure a full & complete shift handover ;
* Be fully responsible for the butler office by ensuring the manning & cleanliness is controlled and both are correctly stocked & operationally prepared at all times according to set standards
* Report any suite maintenance requirement according to standard procedures.
* Deliver newspapers & magazines to all rooms/suites. ;
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Sheraton Hotel &Towers
- Butler
2001 - 2002
Butler
* Ensure all VIP guests are given a warm, friendly, courteous, informative and efficient service.
* Maintain a high level of communication & feedback within the department.
* Identify and anticipate guest needs and action immediately.
* Ensure privacy and security of in-house guests in the Hotel.
* Ensures all expected arrival rooms/suites are checked and in order
* Up sell rooms/suites and cross sell all outlets within the Hotel
* Adhere at all times to the butler's Grooming & Uniform Standards
* Establish & maintain a good working relationship with all the Departments in the hotel.
* Ensure a full & complete shift handover. ;
* Coordinate laundry and pressing collection and delivery ;
* Provide a full shoeshine service.
* Unpack/ pack guest luggage as requested ;
* Maintain full control of the bar replenishment ;
* Take orders for private dining ;
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Sheraton Casablanca Hotel & Towers
- Butler
2001 - 2002
Titres & Diplômes:
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Sheraton Casablanca Hotel & Towers
- Butler
2001 - 2002
Ensure all VIP guests are given a warm, friendly, courteous, informative and efficient service.
Maintain a high level of communication & feedback within the department.
Identify and anticipate guest needs and action immediately.
Ensure privacy and security of in-house guests in the Hotel.
Ensures all expected arrival rooms/suites are checked and in order
Up sell rooms/suites and cross sell all outlets within the Hotel
Adhere at all times to the butler's Grooming & Uniform Standards
Establish & maintain a good working relationship with all the Departments in the hotel.
Ensure a full & complete shift handover.
Coordinate laundry and pressing collection and delivery
Provide a full shoeshine service.
Unpack/ pack guest luggage as requested
Maintain full control of the bar replenishment
Take orders for private dining
