WAEL ELKADEEM
Executive Assistant Manager / In Charge Of Sales And Marketing
Amwaj Island
Summary
Experienced Hotel Executive Assistant Manager with a successful track record of driving revenue growth in the hospitality industry for over 15 years. Adept at managing hotel operations, leading sales and marketing initiatives, and delivering exceptional guest experiences. Skilled in developing and implementing strategies that increase occupancy rates, drive revenue, and enhance brand recognition. Proven ability to manage and motivate teams to achieve business objectives and exceed customer expectations. Exceptional communication and interpersonal skills with a strong focus on building and maintaining positive relationships with clients, vendors, and stakeholders. Looking for an opportunity to leverage my extensive experience and leadership skills to contribute to the success of a dynamic hospitality organization.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work History
Executive Assistant to the General Manager
The Grove Resort Bahrain
Manama
06.2023 - Current
- Assist the General Manager in his day to day operations.
- Assigns duties to HOD's and observers performance to ensure adherence to hotel policies and established operating procedures.
- Provides training to staff and HOD's.
- Acts as the hotels public relations director and promotes the property within the hotel industry, local community and trade associations.
- Monitor the Guest feedback on OTA's etc.
- Receives and resolved or assists the General manager in resolving guest complaints and service recovery process.
- Selects or assist in the selection of hotel staff and completes all new hire paper works.
- Review employee performance and conducts personnel actions such as disciplinary actions and terminations.
- Assisting General Manager during Morning meetings or conducts the morning HOD meetings in the absence of General Manager.
- Adheres to all franchise and company procedures and regulations as well as standard operating procedures.
- Ensure full compliance to Resort operating controls, SOP’s, policies, procedures and service standards.
- Ensures the objectives and goals of property owners work together to achieve brand positioning and success.
- Assist GM in key property issues including capital projects, customer service and refurbishment.
- Assist General Manager in wage scale surveys and ensures employee wages are followed by the company and industry salary guidelines.
- Performs daily, weekly and monthly property inspections.
- Ensures property, grounds, physical plant and work areas maintained to standard.
- Builds strong working relationships and communications with Resort staff, HOD's and other departments to ensure maximum operating effectiveness and fulfillment of special event need.
- Cover shifts is all departments as scheduled by the General Manager.
- Monitor maintenance progress and FF&E (Furniture, Furnishings, and Equipment) conditions and provide status report to GM.
- Audits on par stock on all areas to make sure that all required Resort supplies are ordered and stocked in advance of need.
- Performs sudden audits on rooms and other operating areas.
- Provide effective leadership to Resort team members.
- Ensure Resort staff is provided with uniforms and name tags, and upholds property grooming standards.
- Ensures effective, timely and accurate communications flow with regards to Resort policies and procedures.
- Assist the GM in in all aspects of business planning.
- Must be available 24/7 in case to respond to any guest or employee emergencies.
- Corporate client handling and take part in new client acquisition along with the sales team whenever required.
- Respond to audits to ensure continual improvement is achieved.
- All Other duties as assigned by the General Manager or Management.
Director of Sales & Marketing
The Grove Resort Bahrain. ( 4 star Resort 106 Villas/Suites )
03.2019 - 05.2023
- Prepares Sales Reports and annual Sales & Marketing Plan.
- Creates an effective Sales Programs that will increase awareness and positive perception of the Resort, its activities, culinary services, and personnel.
- Knowledge of travel industry, current market trends and economic factors.
- Ability to access, understand and accurately input information using a moderately complex computer system.
- Assist resort's general manager in preparation of the marketing, advertising, sales plans, programs and annual budget; manages within approved plans and budgets.
- Develop rates, group sales deployment strategies through review of competitive data, demand analysis and mix management.
- Ability to effectively listen, communicate and perform diplomacy with internal and external customers and staff in all situations.
- Ability to stand and move throughout the reso property and continuously perform essential job functions.
- Develop awareness and reputation of the resort and the brand in the local community.
- Prepare, implement and compile data for the strategic sales plan, monthly reports, annual goals, sales and marketing budget, forecasts and other reports as directed/required.
- Perform other duties as assigned.
- May participate in Manager on Duty Program
Senior Sales Manager
Tulip Inn Suites Bahrain.( 4 Star 163 Suites )
11.2015 - 02.2019
- Analysis local market trends and competitor activity to identify business leads.
- Develop customer accounts and travel within the local area to drive business into the specific hotel/cluster and to increase market/customer share in all revenue streams.
- Negotiate room rates/packages with corporate clients.
- Develop and implement creative local marketing channels, including social media channels.
- Prepare company contracts for the hotel in accordance with current business and pricing conditions.
- Work within current business strategies and recognising potential opportunities.
- Cooperate with other departments in the hotel to create an exceptional Guest experience and build strong, comprehensive sales programs.
- Attend Sales events, as required.
- Produce accurate and timely reports that meet the needs of the Sales Director and senior management to include the reporting of appointments, calls made and business leads.
- Answer customer queries in a prompt and professional manner.
- Manage staff performance in compliance with company policies and procedures.
- Recruit, manage, train and develop the Sales team.
Reservation/Revenue Manager
Royal Golden Tulip Alexandria.( 5 star 411 Villas/Suites/Rooms)
05.2012 - 09.2014
- Independently implements appropriate hotel inventory distribution strategy; maintains accurate rates and inventory allotments in the IDS/GDS/CRO and property PMS in a timely manner to promote rate parity throughout all booking channels.
- Develops near and long term top-line rooms revenue hotel forecasts upon request from the Regional Director of Revenue Management.
- Loads all preferred, consortia and promotional rates in GDS and PMS.
- Spearheads troubleshooting and resolution of any GDS rate loading issues as they occur.
- Analyzes independently and determines whether hotel is effectively marketing itself across electronic distribution channels.
- Participate and prepare rolling forecast and annual budget for each property using PMS, Delphi, Redx, IDeaS and forecasting tools RevTOOLS.
- Ensure that all rooms statistics reports, including the Financial statement, and any other related reports are accurate and consistent.
- Ensure that all revenue management related systems are maintained including Opera/Fidelio/Protel, Redx/Synxis/ IDeaS, Electronic channels, GDS, and Delphi.
- Support the NSA at the property level to complete the monthly audit in making sure that the Delphi / IDeaS system is being utilized effectively.
- Attend Weekly Sales Meeting to maintain communication of strategies and need periods.
- In general, perform any other duties might requested by Front Office Manager or Room Division Manager.
- Perform revenue management service for a select group of hotels.
- Manage all aspects of rate & inventory management as outlined in the services contract.
- Lead a team of Revenue assistants, providing direction on revenue management best practices, PMS/CRS/External Yield systems best practices, third party channel best practices.
- Creates and manages the training program of new hires to the revenue management team.
- Prepare training materials, training schedules, and systems training for the team members.
Assistant Front Office Manager
Time Plaza Dubai ( 5 star 209 Rooms/Suites )
10.2010 - 02.2012
- Customer Satisfaction (Guest Feedback, Social Media Review).
- Financial Performance (Up selling, Room Revenue, Operation Auditing).
- Develops high quality relationships with guests throughout their stay.
- Oversee and supervises guest arrivals and departures with the front office executive and duty managers.
- Ensure that personalized service is offered to each and every guest.
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests.
- Ensures that the pricing policy and internal audit procedures are duly applied.
- Have a good knowledge of all systems and standard operating procedures of front office.
- Ensures that guest documentation and information is available and up-to-date.
- Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
- Manages and motivates the Front Office team in order to provide a high standard of service for customers.
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Front Office Supervisor
Golden Tulip Sharjah (Pre-opening 264 Suites).
06.2008 - 10.2010
- Ensure outstanding customer care at all times.
- Supervise daily shift process ensuring all team members adhere to standard operating procedures.
- Allocate rooms to expected arrivals after checking the guests preferences and special requests.
- Cross Check all billing instructions are correctly updated.
- Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
- Performs other duties as assigned, requested or deemed necessary by management.
- Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
- Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
- Takes responsibility in the absence of the duty Manager / front office manager.
- Ensure Front office log book and hotel log book is always updated and actioned upon.
- Assist all departments in servicing the guests during high volume periods.
Guest Service Agent
Sonesta Sharm El-shaikh. ( 5 star Resort 147 Chalets/Rooms)
07.2006 - 03.2008
- Greeting guests upon arrival and making them feel welcomed.
- Administering check-ins and check-outs.
- Providing front desk services to guests.
- Assigning rooms and taking care of administrative duties.
- Delivering mail and messages.
- Processing guest payments.
- Coordinating with bell service and staff management.
- Being a source of information to guests on various matters such as transport and restaurant advice.
- Accommodating general and unique requests.
- Diffusing conflict or tense situations with guests.
Education
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Cairo University - Fayoum branch
09.2001 - 05.2007
Skills
Leadership: Ability to lead and manage a team effectively, inspire and motivate team members, and create a positive work environment
Sales and Marketing: Proven track record of developing and executing successful sales and marketing strategies to increase occupancy rates, drive revenue, and enhance brand recognition
Customer Service: Exceptional customer service skills with a focus on providing outstanding guest experiences and maintaining high levels of guest satisfaction
Operations Management: Strong knowledge of hotel operations, including front desk, housekeeping, and food and beverage, with the ability to manage and optimize processes to improve efficiency and quality
Adaptability: Ability to adapt to changes in the business environment, industry trends, and guest needs, and develop innovative solutions to stay ahead of the competition
Financial Management: Solid financial acumen with experience in budgeting, forecasting, and analyzing financial statements to ensure profitability and control costs
Attention to Detail: Keen attention to detail with a focus on quality control and ensuring a high level of standards in all aspects of hotel operations
Timeline
Executive Assistant to the General Manager
The Grove Resort Bahrain
06.2023 - Current
Director of Sales & Marketing
The Grove Resort Bahrain. ( 4 star Resort 106 Villas/Suites )
03.2019 - 05.2023
Senior Sales Manager
Tulip Inn Suites Bahrain.( 4 Star 163 Suites )
11.2015 - 02.2019
Reservation/Revenue Manager
Royal Golden Tulip Alexandria.( 5 star 411 Villas/Suites/Rooms)
05.2012 - 09.2014
Assistant Front Office Manager
Time Plaza Dubai ( 5 star 209 Rooms/Suites )
10.2010 - 02.2012
Front Office Supervisor
Golden Tulip Sharjah (Pre-opening 264 Suites).
06.2008 - 10.2010
Guest Service Agent
Sonesta Sharm El-shaikh. ( 5 star Resort 147 Chalets/Rooms)
07.2006 - 03.2008
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Cairo University - Fayoum branch
09.2001 - 05.2007