• Oversight and direction over operations for Front Office, Guest Relations, Butlers, Concierge, Airport Greeters, Bell Desk, and Valet Parking• Ensure adherence to the highest quality standards, policies, and procedures to promote and foster a luxury guest experience, including: regular reviews of staff uniforms and grooming to maintain elegant appearance; creation of warm welcome and departure experiences for all guests; regular inspections for the identification and reporting of areas for improvement; with Guest Relations, development of guest recognition and amenity programme; management of upselling programme, encouraging participation and growth• Conducting of personal welcome and greeting of all VIP and repeat guests• Formulation and implementation of hotel daily operational strategy and staffing plan for consistency of guest services, productivity, and safety, as well as development and execution of long-term strategic goals• Conducting of regular departmental meetings and staff training and coaching to ensure all staff are aware of rates, promotional programmes, and events, as well as to develop a work culture of impeccable standards and behaviour• Performance of human resources functions, including staff counselling and disciplinary action• Maintenance of department files and paperwork storage and inventory of stationery and operational equipment• Performance of various roles and responsibilities as duty manger, including compilation of daily performance and status reports• Coordination of communications internally and with other departments for expedient and effective logging and resolution of guest requests• Responsible for timely and tactful responses to and handling of guest comments and complaints and analysis of feedback to drive improvements• Management of department budget, customer data, online booking channels (e.g. Booking.com, Trip Advisor), and guest satisfaction survey platforms (e.g. Market Metrix, JDP, and Voice of the Guest)

Task Force as Executive Housekeeper – Raffles Makkah Palace – Makkah, Saudi Arabia – November 2014 – October 2015 • Management of staff and daily activities of Housekeeping Department, ensuring that guest rooms meet the highest standards of cleanliness• Responsible for effective action-taking in all matters relating to the safety, security, satisfaction and well-being of hotel guests and employees.• Responsible for interviewing, training, performance evaluation, and disciplinary procedures• Ensured completion and accuracy of daily labour report and payroll submission• Development of staff schedule and coordination of daily assignment of work, overseeing the start of each shift and monitoring daily assignments to ensure productivity, quality standards, and guest satisfaction, as well as to provide support to staff• Handling of all customer complaints and requests with the highest levels of hospitality and professionalism, endeavouring to accommodate all special requests as far possible.• Monitoring and controlling of labour and other divisional expenses, e.g. guest and cleaning supplies and contract services and linen, uniform, and supplies inventories, as well as ensuring proper maintenance of all equipment• Assisting in the preparation of the annual budget for labour and operating expenses and annual capital plan

Under the general direction of the Director of Operations, and within the limits of established policies and procedures, overseeing and directing all aspects of Butlers, Concierge, Airport Greeters, Bell Desk, and Valet Parking operations. As a team member, continually strive to deliver the highest quality of service to customers, whilst adhering to all legal rules, regulations, and guidelines of the hotel. Promoting work culture and company’s core values.

Under the general direction of the Director of Rooms, and within the limits of established policies and procedures, overseeing and directing all aspects of Concierge, Airport Greeters, Bell Desk, and Valet Parking operations. As a team member, continually strive to deliver the highest quality of service to customers, whilst adhering to all legal rules, regulations, and guidelines of the hotel. Promoting work culture and company’s core values.

• Various guest services, e.g. airport greeting, concierge, shift leader