AccorHotelsDirector Of Operations at Mercure Barsha Heights Hotel Suites & Apartments
Feb. 2017 - Aug. 2019Dubai, United Arab EmiratesBased in Dubai, United Arab Emirates, I have a successful track record as a Director of Operations, where I've directed and managed hotel operations with a dedicated team of 8 Managers and 285 employees. Additionally, I was entrusted with the role of Re-branding Team Leader and Head of Project to oversee hotel suite section renovations. In my role, I expertly managed various key responsibilities, including day-to-day hotel operations, guest services, policy and procedure oversight, and employee management, all aimed at creating a productive and guest-focused environment. Collaborating with departmental heads, I ensured efficient budget management, consistently exceeding guest satisfaction metrics, and conducted revenue management for audits. I played a vital role in recruiting high-potential candidates for the hotel, using a competency framework to secure top talent. My core activities included spearheading online platforms management for the hotel and apartment facilities, along with establishing effective communication strategies and policies and procedures for guest management and complaint resolution. I closely monitored online selling prices, leading to the development of action plans to boost guest occupancy and revenue generation. Additionally, I maintained international standards in facilities management, ensuring food quality, consistency, and service standards were met.
Key Accomplishments: Achieved consecutive year-on-year revenue growth, with significant increases of AED 360,000 in 2017 and AED 1,250,000 in 2018.
Successfully boosted F&B revenue by AED 265,000 in 2018.
Increased long-term bookings from 30% to 45% through strategic market intelligence, promotions, incentive plans, and benefits.
Remarkably improved TripAdvisor page rankings, elevating the hotel's page from 269 to 62 out of 623 hotels in Dubai and the Hotel Apartment TripAdvisor page from 156 to 5 out of 373 specialty lodgings in Dubai.