Louis Fadel Attia Khalil

Assistant Front Office ManagerFull Time

• Job Details:Ibis Hotel Salmiya is187 Stylish Modern Rooms, and Suites. Three F&B Outlets and three meeting rooms. Achievement: • Interview and Hire FO team members. • Setting the Front Office strategy and operation plan for all the department sections including Reception, Info desk, Reservation, duty managers, and valet parking operation. • Setting the department SOP's, Job Description, and shifts checklists for all the department positions. • Introduced a Front Office Empowerment plan to improve staff development, retention and increase internal promotions, including the PMS training, SOP training, brand awareness, product knowledge and role plays for the team. • Facilitating training programs for team members and conducting it. • Preparing a welcome training pack for the new team members and ensuring that they are having a great start. • Reviewed all the Hotel collaterals, signage, and hotel building structure to ensure brand standard and local authority compliance. • Achieved 2018, 2019 Trip Advisor Certificate of Excellence. Increased the ranking from No#18 on 2016 to No#10 on 2018.Currently no#6. • Increased booking.com rating from 72% on 2017 to 74% on 2018 and currently 75%. • Exceeded our target on Loyalty Program revenue contribution by 2% YTD. • Increased the overall Guest Satisfaction Scores for 2018 from 77 our YTD target to 80% YTD and currently 82.4%. Additionally increased efficiency of check-in, efficiency of check-out, Loyalty Members recognition, and the courtesy and helpfulness of the Reception staff. • Scored above 92 in Sentiment related to Front office staff friendliness. • Execute brand standards Audits and train duty managers to ensure brand standard compliance, measure staff performance and drive excellence in service delivery. • Driving sales leads from indirect travelers and convert to corporate accounts. • Increased the percentage of member’s loyalty Enrolment and Email captures.

Assistant Front Office ManagerFull Time

• Job Details:Assistant Front Office Manager February 2015 - September 2016 (1 year 8 months) Siva Port Ghalib and Port Ghalib Resort Hotels Responsibilities: •Ensures smooth and efficient operation of the department up to Red Sea Hotels Standards at any time • Directs Front Office operations and providing guest assistance whilst ensuring compliance with all front office policies, procedures, standards and satisfaction of guests' expectations. •Participates in the development, implementation and review of the policies, procedures, practices and standards. •Selects, trains, develops, schedules and manages the performance of direct subordinates to ensure the efficient running of front office operations. •Maximizes hotel revenue by controlling room inventory, group blocking, packages, and up selling to higher Room Categories. •Maintains high visibility during peak period in order to ensure smooth running of operations, is proactive in maintaining excellent relations with guests and colleagues, takes corrective action and handles customer complaints to ensure their satisfaction. • Greets VIP guests upon their arrival and escorts them to their room. Establishes good rapport and offers assistance for the duration of their stay. •Coordinates Front Office duties with various departments such as, Housekeeping, Sales and Marketing, Engineering and Security to ensure that all guests are given friendly and caring service from their arrival until their departure. •Identifies training needs, plans training activities and oversees their implementation for all front office sections. •Assists in the preparation of the annual budget and manning guide and manages within budgetary guidelines. •Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, and upcoming events. •Accomplishes a set of administrative duties such as leading and attending meetings, and writing reports and other specific duties related to the job function •Checks on the daily basis VIP Arrival Rooms and fills up a report accordingly