Ashraf AlNabulsi
Overland Park,KS
Summary
Experienced Operations / Hospitality and Front Office Manager with a demonstrated history of working in the hospitality industry. Skilled in Hotel Management, Customer Satisfaction, Etiquette, Food and Beverage Service, Rooms Division Management and Yield Management. Strong support professional with a BA focused in Hotel Management from Jordan Applied University College of hospitality and tourism. High-energy Store Manager bringing extensive experience in retail settings. Set and enforced consistent standards to maintain staff satisfaction and meet performance targets. Dynamic relationship-builder with organized nature and sound judgment focused on maximizing team efficiency.
Overview
19
19
years of professional experience
Work History
Store Manager
Express Stop
08.2020 - Current
- Managed inventory control, cash control, and store opening and closing procedures.
- Completed point of sale opening and closing procedures.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Front Office Manager
Fairmont Hotel Amman
09.2016 - 08.2018
- Company Overview: Pre-Opening Fairmont Hotel Amman – FRHI / Accor
- Followed through the critical path for the operation of the Front Office department in coordination with all other departments
- Hiring 50 colleagues in the front office in a challenging market of Amman
- Direct and control the activities of the Front Office departments in order to ensure adherence to luxury standards, policies and procedures
- Direct all activities of the Assistant Managers and Night Manager to ensure communication and follow-up on any problems, guest requests, special requirements, etc
- Review daily arrivals, VIPs, special requests, group needs, room assignments and coordinates with the Housekeeping Department the needs of guests
- Handle guest complaints and keep management informed as necessary
- Work with the Reservations Manager on room availability and selling strategy to maximize occupancy, revenue and rate
- Drive the upselling program to maximize revenue, and achieve excellent results in terms of profit
- Work with the Credit Manager to ensure credit procedures are followed and any problems are resolved
- Ensure maximization of revenues and control of expenses in all areas
- Assist the Director of Operations as required in forecasting and budgeting of revenues and expenses for all areas
- The ability to respond properly in any hotel emergency or safety situation
- The ability to perform other tasks or projects as assigned by hotel management and staff
- Pre-Opening Fairmont Hotel Amman – FRHI / Accor
Assistance Front Office Manager
Raffles Hotel Dubai
07.2014 - 08.2016
- Company Overview: Fairmont Raffles Hotels International
- Fairmont Raffles Hotels International
Duty Manager
Shangri-La Hotel, Dubai
07.2012 - 05.2014
- Company Overview: Shangri-la International
- Manages all aspects of the day to day operation of the Hotel in order to maximize profitability and to ensure superior service and product quality is maintained
- Ensures the highest level of safety and security to all external and internal customers
- Leads the Emergency Response Team (ERT) in all emergency procedures of the hotel
- Oversees and directs all aspects of Front Office and Guest Services areas
- Supervises all Front Office Service by making sure that these services are available and carried out with the utmost efficiency
- Handling and resolving all guest complaints and queries with accordance to hotel policy and delegation of authority
- Coordinates with Housekeeping and Engineering department to ensure cleanliness of hotel public areas
- Conducts daily briefings for Front Office
- Checks daily reports such as Daily Revenue Report, Duty Managers Log, and Courtesy calls, to implement necessary actions and follow – ups
- Involvement and review of daily revenue figures and ensures targets are met; relevant areas are informed for immediate action
- Checks monthly P&L statement and flash report for variances in all areas
- Identifies career goals of each employee within the department
- Takes appropriate actions, reviews staff performance and gives honest feedback
- Facilitates training programs that deliver a high degree of awareness in customer safety and security
- Shangri-la International
Duty Manager
Shangri-La Hotel, Abu Dhabi
04.2011 - 07.2012
- Company Overview: Shangri-la International
- Shangri-la International
Duty Manager
Jumeirah Bab Al Shams Resort and Spa
08.2010 - 04.2011
Front Desk Supervisor
Four Seasons Hotel Amman
05.2010 - 08.2010
- Supervising daily reception operations and CID/Police system to maintain standards of a 5 five star hotel
- Preparing weekly staff rosters
- Performing check in and check out, foreign exchange and room blockings
- Making sure that all traces, pending bills and special billing instructions are being followed thru
- Preparing monthly accounting statements of tenants, making sure payments are done
- Handling guest inquiries and complains according to delegation of authority
- Departmental Trainer Accountable for all the trainings in reception most especially for new hired employees
- To meet monthly training hours required of each staff to maintain quality of service to guests
Task Force
Four Seasons Hotel Malaysia-Langkawi
06.2008 - 09.2009
- Facilitate the Middle Eastern guest's arrival and departure to the resort
- Assisting F&B team translating the resort outlet menus and serving guest specially through private dining (room service)
- Assigned as a guarding angel for VIP guests and all Middle Eastern guests
Manager in Training (MIT)
Four Seasons Hotel Amman
06.2008 - 06.2009
- Company Overview: Jordan
- Six Month in Housekeeping Department
- Six Month a full Hotel exposure mainly in F&B division were I have experienced and worked in different F&B Outlet, Operations and positions (Steward, Runner, host, Waiter, Captain, and restaurant in-charge)
- Jordan
Front Desk Agent
Four Seasons Hotel Amman
11.2006 - 11.2006
- Performing check in and check out, cashiering, handling foreign exchange, guest inquiries and requests
Front Desk Agent
Century Park Hotel Amman
12.2005 - 08.2006
Education
Bachelor of Hotel Management - Rooms and F&B sections
Jordan Applied University College of Hospitality and Tourism
06.2008
Secondary Education -
Shaheed faisal College
03.2004
Skills
- Proficient in Opera, Microsoft applications
- Proficient in Internet tools and Information Resources
- Computer literate (MS Word, MS Excel, MS PowerPoint, Internet) Micros and Opera
- Customer Service
- Problem-Solving
- Customer Relations
- Multitasking and Organization
- Store operations
- Training and mentoring
- Store Opening and Closing
- Team Leadership
- Friendly and Positive
- Outstanding communication skills
- Retail Inventory Management
- Shift Scheduling
- Recruitment and hiring
Affiliationsandactivities
- Strategic Front Office Management in Shangri-La Academy- China, 04/01/12
- Shangri-La Corporate Trainer Supervisory Excellence Management System
Professional Highlights
- Over 13 years’ of experience in the hospitality industry.
- Strong knowledge of property management systems.
- Ability to conduct training modules for line staff.
- Remarkable interpersonal and negotiation skills.
- Very good financial management experience (e.g., ability to analyses P&L statements, develop operating budgets, forecasting and capital expenditure planning).
- Strong ability to solve problems - identifies and finds solutions.
- Enviable ability to multi-task, remain calm and professional under stress.
- Certified First Aider and fire fighter.
- HACCP (Hazard Analysis and Critical Control Point System) certified.
- Quality assurance.
- Business development and operations management.
Trainingandseminarsattended
- 7 Habits for highly effective people Shangri-la Hotel Dubai
- ISO 18001 Training Shangri-La Hotel, Dubai
- ISO 14001 Training Shangri-La Hotel, Dubai
- HACCP training and certification Shangri-La Hotel, Dubai
- SUPEX Certification Shangri-La Hotel, Abu Dhabi
- CPR, First Aid and AED Shangri-La Hotel, Abu Dhabi
- Firefighting Training by Jordanian Civil Defense Fairmont Hotel Amman
- Trainer Skills 2 Shangri-La Hotel, Abu Dhabi
- Supervisory Excellence Shangri-La Hotel, Abu Dhabi
- Corrective Behavior/Disciplinary Action, Shangri-La Hotel, Abu Dhabi
- Trainer Skills 1 Shangri-La Hotel, Abu Dhabi
- Conflict resolution. Four Seasons Hotel Amman
- Giving & receiving feedback training Four Seasons Hotel Amman
- Rezpro Selling training Four Seasons Hotel Amman
- Telephone Etiquette. Four Seasons Hotel Amman
- How to up sell Four Seasons Hotel Amman
- Time management, communication skills. Four Seasons Hotel Amman
Languages
Arabic
Native or Bilingual
English
Full Professional
Timeline
Store Manager
Express Stop
08.2020 - Current
Front Office Manager
Fairmont Hotel Amman
09.2016 - 08.2018
Assistance Front Office Manager
Raffles Hotel Dubai
07.2014 - 08.2016
Duty Manager
Shangri-La Hotel, Dubai
07.2012 - 05.2014
Duty Manager
Shangri-La Hotel, Abu Dhabi
04.2011 - 07.2012
Duty Manager
Jumeirah Bab Al Shams Resort and Spa
08.2010 - 04.2011
Front Desk Supervisor
Four Seasons Hotel Amman
05.2010 - 08.2010
Task Force
Four Seasons Hotel Malaysia-Langkawi
06.2008 - 09.2009
Manager in Training (MIT)
Four Seasons Hotel Amman
06.2008 - 06.2009
Front Desk Agent
Four Seasons Hotel Amman
11.2006 - 11.2006
Front Desk Agent
Century Park Hotel Amman
12.2005 - 08.2006
Secondary Education -
Shaheed faisal College
Bachelor of Hotel Management - Rooms and F&B sections
Jordan Applied University College of Hospitality and Tourism
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