AHMAD S HAJ HAMDO
Zanzibar
Summary
Seasoned Front Office Manager with a proven track record at The Residence Zanzibar, enhancing guest satisfaction and team performance. Expert in hotel operations and emotionally intelligent leadership, demonstrated by a 7% increase in guest ratings and a 60% reduction in staff turnover. Skilled in Opera Cloud and adept at financial forecasting, I drive continuous improvement and operational excellence.
Overview
24
24
years of professional experience
Work History
Front Office Manager
The Residence Zanzibar
Zanzibar
08.2024 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Ensured compliance with hotel policies and procedures as well as local, state and federal regulations.
- Coordinated with other departments to ensure smooth running of the entire hotel operation.
Quality Hotel Operation Manager
Radisson Hotels
Juba
03.2024 - 08.2024
- Focus on developing and implementing procedures, guidelines, and checklists to ensure consistency in service delivery and operational processes.
- Plan and execute regular internal audits to evaluate the hotel's adherence to quality standards, and identify areas for improvement.
- Monitor and analyze guest feedback from various sources, such as surveys, online reviews, and direct communication.
- Working closely with the L&D Manager to identify training needs for hotel staff on quality standards, customer service excellence, and best practices.
- Lead initiatives to drive continuous improvement across the hotel's operations and services.
- Prepare and present regular reports to senior management, outlining quality performance, audit results, and improvement initiatives.
- Communicate effectively with department heads and staff to ensure a clear understanding of quality expectations and goals.
- Regularly review and update quality control measures to reflect changing guest expectations, and industry trends.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
Front Office Manager
SAii Lagoon Maldives Curio Collection by Hilton
Male Atoll
05.2023 - 01.2024
- Oversee the front desk operations, enhancing guest check-in/out procedures, and reducing wait times.
- Increased guest satisfaction ratings by 7% YTD through personalized guest experience and focus on guest satisfaction by tracking and fixing guest challenges.
- Collaborated with the housekeeping and maintenance departments to ensure the consistent application of high standards of cleanliness and room readiness.
- Played a key role in the hotel's revenue management strategies, resulting in a 3% increase in overall profitability.
- Trained and mentored a team of 32 front desk associates, fostering a culture of excellence and customer-centric service.
Front Office Manager
Coral Strand Hotel / Savoy Seychelles
Victoria
08.2022 - 05.2023
- Manage guest satisfaction in an old hotel with many issues, and keep them happy.
- Increase the Booking.com guest satisfaction score from 7.3 to 7.7.
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
Front Office Manager (Pre-Opening)
Radisson Hotels
Muscat
11.2011 - 04.2020
- Directed cross-functional teams of 50 staff, enhancing team cohesion, and improving inter-departmental communications.
- Started at Radisson Blu Muscat, then transferred to be part of the Pre-Opening Team of Radisson Blu Maldives.
- Achieve the highest QPR audit, with a 93% score.
- Enhance guest satisfaction and implement processes that make the hotel easier to do business with.
- Lead the rebranding project in Muscat, including new collaterals, new procedures, training, and auditing.
- Developed comprehensive staff development programs that led to a 60% decrease in staff turnover, bolstering employee morale, and operational efficiency.
- Set up the Front Office Department, which includes six sections: Operator, Reception, Guest Relations, Buggy Drivers, Boat Crew, and Airport Team, and manage and oversee the Dive Center.
Assistant Front Office Manager
InterContinental Hotels Group
Abu Dhabi
09.2009 - 09.2011
- Started as a Duty Manager and was promoted to AFOM in September 2010.
- Assisted the Front Office Manager in developing, implementing and monitoring operational policies and procedures.
- Monitored front desk staff performance, ensuring adherence to company standards.
- Conducted daily briefing sessions with front office staff to review occupancy status, arrivals and departures, special requests and VIP guests.
Guest Service Manager
Al Raha Beach Hotel and Resort
Abu Dhabi
09.2008 - 09.2009
- Led the implementation of a new CRM system that improved guest interaction tracking and follow-up procedures.
- Assisted in the recruitment, training and management of Guest Service staff.
- Monitored customer service operations to ensure quality standards were met.
- Developed strategies to increase customer satisfaction levels and reduce customer complaints.
Front Office Supervisor
Le Royal Meridien
Abu Dhabi
03.2007 - 09.2008
- Managed a team of 10 guest service representatives, ensuring efficient operations across all shifts.
- Supervised front office staff, including hiring and training new employees.
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
Front Desk Agent
Hilton International Including Woldorf Astoria
Abu Dhabi
09.2004 - 01.2007
- I started as a Front Desk Agent with Hilton Corniche Residence and was promoted to Shift Leader in 2006.
- Transferred to Waldorf Astoria Jeddah in Saudi Arabia.
- Enhanced team performance through regular training sessions, resulting in a 10% increase in upselling revenues.
Telephone Operator & Income Auditor
Crowne Plaza Abu Dhasbi
Abu Dhabi
03.2001 - 06.2004
- Handling incoming calls, wake-up calls, helping reception when needed, and running and managing the night auditing process.
- Utilized computer software to record caller's inquiries and complaints.
Education
Bachelor of Computer Science -
University of the People
Online Campus, USA08.2024
Associate of Hospitality Managment -
Intermediate Institute of Hotels
Aleppo, Syria06.2001
Skills
- Leadership
- Team Development
- Financial Forecasting
- Sales and Marketing
- Coaching
- Hotel operations
- Emotionally Intelligent
- Budget Management
- Policy and procedure modification
- Complaint handling
- Financial reporting
- Skilled in Microsoft Office, Opera 5, Opera Cloud, Review Pro, Medallia, Fidelio, Material Control, and OTA websites (Expedia and Bookingcom)
- Customer service
Accomplishments
- Guest Satisfaction Milestone, Developed a guest experience enhancement program that increased satisfaction ratings by 7%.
- Boost Hotel Revenue, Contract FPG company for rooms upselling which impact the hotel RevPar by 3%.
- Staff Retention Improvement, Created staff development and engagement initiatives reducing turnover by 30%.
Languages
Arabic
First Language
English
Advanced (C1)
C1
French
Intermediate (B1)
B1
Achievements
Boost Hotel Revenue: Contract FPG company for rooms upselling which impact the hotel REVPar by 3%.
Led and implement F&B and others upselling program which help prompting hotel outlets and boost usage and revenue.
Guest Satisfaction Milestone: Developed a guest experience enhancement program that increased satisfaction ratings by 7%
Staff Retention Improvement: Created staff development and engagement initiatives reducing turnover by 30%
References
References available upon request.
Timeline
Front Office Manager
The Residence Zanzibar
08.2024 - Current
Quality Hotel Operation Manager
Radisson Hotels
03.2024 - 08.2024
Front Office Manager
SAii Lagoon Maldives Curio Collection by Hilton
05.2023 - 01.2024
Front Office Manager
Coral Strand Hotel / Savoy Seychelles
08.2022 - 05.2023
Front Office Manager (Pre-Opening)
Radisson Hotels
11.2011 - 04.2020
Assistant Front Office Manager
InterContinental Hotels Group
09.2009 - 09.2011
Guest Service Manager
Al Raha Beach Hotel and Resort
09.2008 - 09.2009
Front Office Supervisor
Le Royal Meridien
03.2007 - 09.2008
Front Desk Agent
Hilton International Including Woldorf Astoria
09.2004 - 01.2007
Telephone Operator & Income Auditor
Crowne Plaza Abu Dhasbi
03.2001 - 06.2004
Bachelor of Computer Science -
University of the People
Associate of Hospitality Managment -
Intermediate Institute of Hotels
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