Mohammad Ismail Email & Phone Number

Saudi Arabia

Abu Dhabi Emirate, United Arab Emirates

> Managing a team of 20+ staff members, conducting training, providing coaching & mentoring, and fostering a positive team environment. > Responsible for the recruitment processes and annual performance reviews. > Revamped the Concierge Department and Processes, taking the department towards a resort-style Concierge. > Established 53 SOPs for the Concierge department, improving efficiency and optimising operational KPIs to align with Global Standards. > As the Departmental Trainer (Learning Ambassador), maintained up-to-date learning and development matrix for targeted team development and maintaining service excellence.> As a Quality Champions Committee Member, conducted monthly internal audits across all divisions and their departments ensuring alignment with global standards.> Represented the hotel on Networking and Familiarization Meetings with Les Clefs d’Or UAE, Department of Culture and Tourism, and vendors. > Handling the logistics for events taking place on property and out of property for in-house guests.> Acting Duty Manager, handling guest complaints and overseeing the Front Office Operations as needed.> Led Quality Committee initiatives that achieved a Top 10 TripAdvisor ranking and a 750% YoY growth in positive reviews. > Collectively achieved an unprecedented 100% audit mark in the arrival experience.

Singapore

> A 3-Month Cultural Exchange Program, supporting the Concierge’s Operations and sharing best practices.> Operational Observation, taking note of key strengths and areas for improvements, providing suggested solutions to elevating guest experiences, and obtaining service excellence. > Cultivated a positive team culture by fostering the habit of creating "WOW moments" for guests.> Collaborated with Front Office Leaders to restructure team briefings for improved communication, efficiency and team spirit.

Abu Dhabi Emirate, United Arab Emirates

A holistic program typically for 18-months, but served as a 6-month extension to my previous program, whilst simultaneously carrying my duty as Assistant Concierge Manager, in order to gain expertise across the rest of the pillars to the hotel's success, aside from the Rooms Division. Obtained operational and managerial exposure and understanding in the following departments: > Engineering> Environment, Health and Safety & Corporate Responsibility> Finance> Food & Beverage> Human Resources> IT / AV> Purchasing> Quality> Security> Spa

Abu Dhabi, United Arab Emirates

Joined during the initial Re-Branding phase, changing management from Kempinski Hotels to Mandarin Oriental Hotel Group. The program consisted of operational exposure through all departments under the Rooms Division, learning its responsibilities from Line Colleague to Manager. Achievements include:> Co-Founded the Quality Champions Committee, responsible for maintaining and elevating service standards across all departments in the hotel, and for enhancing the hotel’s public image on online platforms. > Enhanced operational workflows by strengthening operational checklists and SOPs, and implementing new tools for operational support. > Led or supported over 5 Rooms Division Departmental Projects, enhancing workflows for efficiency and elevated guest experience> Partnered with the Director of Rooms on 14 rebranding initiatives, facilitating new implementations and renovations through effective collaboration with suppliers and department heads> Supported in the execution of the Middle Eastern Fan Fair, comprising of a 3-day event hosted at the hotel for leaders of the region’s top 50 Travel Agencies, DMCs and Logistic Companies; boosting the brand image, strengthening existing relationships and creating new ones. Successfully performed all SOPs pertaining to the following departments: > Butler Services> Concierge> Front Office> Guest Relations> Housekeeping> Revenue & Reservations> Telecommunications

Bahrain

Mostly served between two outlets:> Bahrain Bay Kitchen - Buffet Service - 350 Covers per Seating> Bay View Lounge - All Day Dining - 200 Covers per SeatingInitially began as an Assistant Server (Runner), and progressed towards being a Section Holder. Gained expertise in Restaurant Service and Beverage-Creation. Leveraged menu expertise to personalise guest pairings and drive upselling. Supervised full restaurant sections, building guest rapport and resolving concerns for exceptional dining experiences.

Bahrain

> Cross-Trained across all departments and outlets under the Rooms and Food & Beverage Service Divisions.> Received the honour of being one of the first interns to be handed full responsibility at the Front Desk to conduct all procedures without supervision. > Supported the Ramadan Tent set-up and operations, ensuring readiness for an exceptional guest experience. > Joined Sales Colleagues on Sales Calls to promote hotel offering to maintain, renew and establish contracts and networks. Departments and Outlets Trained in:> All Day Dining - F&B> Banquets - F&B > Buffet - F&B > Concierge - Rooms> Front Office - Rooms> Guest Relations - Rooms> Housekeeping - Rooms> InRoom Dining - F&B> Revenue & Reservations - Rooms> Telecommunications - Rooms

Bachelor'S Degree, Hospitality Administration/Management, Distinction

Activities and Societies: > Les Roches Student Ambassador > Member of Les Roches Events Team > Co-Head of Les Roches Student Life > Head.

High School Diploma, Science, 3.7 / 4.0

Activities and Societies: - > Head of Events for Student Life Association > Presenter for Stand & Deliver Club