Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
References
Timeline
Generic
Brahim Ait Daoud

Brahim Ait Daoud

Orlando,FL

Summary

Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial and strong financial acumen.

Overview

28
28
years of professional experience

Work History

Resort General Manager

Westgate Lakes Resort & Spa (2200 unit complex)
Orlando, FL
03.2019 - 04.2024
  • Coordinated and supervised daily operations of the hotel, ensuring compliance with all policies and procedures.
  • Identified training needs among employees according to business requirements.
  • Advised senior management on changes needed to improve operational efficiency.
  • Managed front desk staff, housekeeping, maintenance, security and other departments within the hotel.
  • Monitored staffing levels to ensure adequate coverage at all times while controlling labor costs.
  • Developed strategies to maximize profits through cost control and revenue generation initiatives.
  • Established quality assurance standards for each department to ensure high levels of service delivery.
  • Ensured efficient customer service by addressing guest inquiries and resolving complaints in a timely manner.
  • Reviewed financial statements and reports to assess operational performance against budget targets.
  • Evaluated job performance of staff members on an ongoing basis using established criteria.
  • Created marketing plans to increase visibility of the hotel's brand in local markets.
  • Conducted regular inspections of rooms, common areas, facilities and safety equipment.
  • Developed programs to reward outstanding customer service by staff members.
  • Conducted regular staff meetings to communicate objectives, updates, and gather feedback.
  • Managed labor and property expenses to achieve maximum flow-thru to bottom line.
  • Developed and enforced operational policies and procedures to improve overall efficiency.
  • Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
  • Implemented energy-saving initiatives to reduce operational costs and promote sustainability.
  • Implemented and monitored marketing and promotional strategies to increase occupancy rates.
  • Ensured compliance with all local, state, and federal laws and regulations.
  • Made recommendations for salary and wage increases based on performance reviews.
  • Conducted daily meetings with front desk and housekeeping personnel to discuss arrivals, special requests and operational challenges.
  • Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
  • Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
  • Managed budgeting and financial planning, including cost control measures to maximize profitability.
  • Managed budget and expenditures, supplies and renovations and drove operations to meet sales and profit margins.
  • Evaluated current and planned occupancy levels, seasonal trends and upcoming special events to determine room pricing and availability
  • Enhanced guest services through the integration of new technology and systems.
  • Established successful employee turnover and retention strategies to improve culture and boost employee experience and business outcomes.
  • Coordinated renovation and maintenance projects, ensuring compliance with brand standards and safety regulations.
  • Analyzed financial reports, identifying trends and developing strategies for revenue enhancement.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Built and maintained productive relationships with employees.

Resort General Manager

Westgate Palace Resort
Orlando, FL
01.2018 - 03.2019
  • Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
  • Implemented employee recognition programs to motivate staff members towards achieving organizational goals.
  • Performed routine audits of internal controls in order to maintain accuracy of financial records.
  • Resolved customer complaints quickly while maintaining high quality standards of service delivery.
  • Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
  • Maintained relationships with vendors to obtain the best pricing on supplies and materials.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
  • Assisted in the recruitment process by interviewing potential candidates for open positions.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.
  • Coordinated training activities for employees to ensure compliance with company policies and procedures.
  • Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
  • Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
  • Conducted regular meetings with senior management team to review progress against established objectives.
  • Conducted market research to identify trends, opportunities, and threats in the industry.
  • Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
  • Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
  • Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
  • Ensured compliance with local health department regulations regarding food safety standards.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Administered employee discipline through verbal and written warnings.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Guided management and supervisory staff to promote smooth operations.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Director of Resort Ops (AGM)

Westgate Lakes Resort & Spa
Orlando, FL
05.2014 - 01.2018
  • Led cross-functional teams in the development of innovative solutions to complex problems.
  • Identified opportunities for improvement in operational performance metrics.
  • Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
  • Reviewed internal reports and identified areas of risk or potential cost savings.
  • Developed and implemented strategic plans to ensure organizational goals were met.
  • Monitored market conditions and competitor activities to inform business decisions.
  • Identified opportunities for process optimization through data analysis.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
  • Conducted regular meetings with department heads to review progress on strategic initiatives.
  • Established relationships with vendors and suppliers to secure favorable terms for materials or services.
  • Prepared presentations for board meetings summarizing key developments within the company.
  • Developed policies and procedures to ensure compliance with corporate standards.
  • Negotiated agreements with external partners such as contractors or consultants.
  • Assessed employee performance against established benchmarks or targets.
  • Analyzed customer feedback data to identify trends in product performance or customer service issues.
  • Managed budgeting and financial planning processes for the organization.
  • Directed the organization's daily operations, ensuring compliance with applicable laws and regulations.
  • Collaborated with senior leadership to set long-term objectives for the company.
  • Facilitated collaboration between teams by encouraging open communication channels.
  • Coordinated resources across departments to maximize productivity levels.
  • Enhanced customer satisfaction through the development of service improvement initiatives.
  • Spearheaded the development and launch of new products or services.
  • Managed annual budgeting process, including forecasting and financial planning.
  • Implemented new technologies to streamline processes and enhance productivity.
  • Analyzed data to inform decision-making and strategic direction.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Facilitated professional development programs to build a high-performing team.
  • Established performance metrics and evaluated staff to promote continuous improvement.
  • Coordinated activities with other departments to expedite work and improve collaboration.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Delegated work to staff, setting priorities and goals.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

Assistant Director of Housekeeping

Westgate Lakes Resort & Spa
Orlando, FL
06.2013 - 04.2014
  • Managed daily workflow to ensure timely completion of tasks within budgeted hours.
  • Assisted in developing and implementing hotel policies and procedures related to housekeeping operations.
  • Ensured compliance with health and safety regulations regarding hazardous materials, cleaning products and equipment usage.
  • Reviewed customer feedback forms in order to identify opportunities for improvement in service quality.
  • Conducted regular inspection rounds to ensure cleanliness and maintenance of guest rooms, public areas, offices, lobbies and other assigned areas.
  • Trained, coached and mentored new housekeeping personnel on all aspects of their job duties.
  • Created reports detailing housekeeping services provided such as room occupancy rate, lost and found items.
  • Inspected linen closets for adequate supplies of linens, towels and amenities for guestrooms.
  • Monitored the performance of staff to ensure that they are following the established operational standards.
  • Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
  • Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Communicated guest service scores to drive improvement and higher guest satisfaction.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Analyzed business performance data and forecasted business results for upper management.
  • Assigned work and monitored performance of project personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Produced thorough, accurate and timely reports of project activities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Proposed or approved modifications to project plans.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Created and managed budgets for travel, training, and team-building activities.

Director of Front Office

Westgate Lakes Resort & Spa
Orlando, FL
02.2005 - 05.2013
  • Analyzed data from guest surveys and implemented strategies to enhance customer satisfaction.
  • Maintained daily records of guest services, front desk operations, and staff activities.
  • Assisted in recruiting, hiring, orienting, evaluating, disciplining, coaching, counseling personnel.
  • Evaluated existing systems and processes regularly to improve services and increase efficiency.
  • Ensured proper security measures were taken in accordance with company policy.
  • Provided guidance and support to staff on handling difficult situations with guests.
  • Developed and managed Front Office policies and procedures.
  • Oversaw check-in and check-out processes ensuring accuracy and timeliness of transactions.
  • Organized training sessions for new hires on hotel policies and procedures.
  • Supervised a team of 100+ employees including receptionists, bellhops, concierge, resort transportation, GEM team, dispatch and phone operators.
  • Managed day-to-day administrative tasks associated with front office operations such as cash flow management.
  • Scheduled maintenance tasks for all guest rooms and public areas of the hotel in coordination with the DOE, DOH and Dir of Ops.
  • Resolved customer complaints promptly while upholding brand standards of excellence.
  • Created employee schedules to ensure adequate staffing levels during peak times.
  • Conducted regular performance evaluations to identify areas for improvement among staff members.
  • Prepared monthly reports detailing occupancy rates, revenue figures, labor costs.
  • Ensured compliance with legal regulations and safety standards in the workplace.
  • Analyzed customer feedback to ensure quality service standards were met.
  • Handled confidential information responsibly according to established guidelines.
  • Welcomed large volume of guests ( 0ver 800 check-ins in season)and improved overall customer service.
  • Addressed and resolved customer inquiries and complaints, providing high-quality service and maintaining satisfaction.
  • Trained new front office staff, providing guidance on company procedures and customer service standards.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Analyzed business performance data and forecasted business results for upper management.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Produced thorough, accurate and timely reports of project activities.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Assistant Director of Front Office

Westgate Lakes Resort & Spa
Orlando, FL
09.2002 - 01.2005
  • Monitored daily operations of the front office to ensure efficient and effective workflow.
  • Participated in budget planning activities for the front office department.
  • Developed and implemented operational procedures for the front office department.
  • Coordinated with other departments to provide seamless service delivery to guests.
  • Assisted in the recruitment, interviewing, and selection of qualified front office team members.
  • Resolved customer complaints in a professional manner while exceeding their expectations.
  • Provided training and guidance to front office staff on proper customer service practices.
  • Performed administrative duties such as preparing reports, scheduling meetings, and organizing documents.
  • Managed room inventory levels and monitored reservations systems for accuracy.
  • Ensured compliance with hotel policies and regulations regarding guest services, cash handling, and security protocols.
  • Provided support during peak times such as holidays or special occasions when additional assistance was needed.
  • Analyzed customer feedback data to identify areas of improvement within the front office.
  • Conducted regular performance reviews with front office staff to maintain quality standards.
  • Maintained accurate records of all transactions related to guest accounts such as billing information or payment receipts.
  • Monitored office inventory to maintain supply levels.
  • Welcomed large volume of guests and improved overall customer service.
  • Addressed and resolved customer inquiries and complaints, providing high-quality service and maintaining satisfaction.
  • Maintained important files, running reports and delivering updates on occupancy and revenue.
  • Trained new front office staff, providing guidance on company procedures and customer service standards.
  • Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
  • Worked with management team to improve workflows and eliminate unnecessary tasks.
  • Pitched in to help with office tasks during busy periods and staff absences.
  • Organized and maintained documents, files and records.
  • Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
  • Read through contracts, regulations and procedural guidelines to verify comprehension and compliance.
  • Collaborated with other departmental leaders to establish organizational goals, strategic plans, and objectives.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Coordinated and conducted classes to teach procedures to new staff members.

Assistant Director of Housekeeping

Westgate Lakes Resort & Spa
Orlando, FL
01.2000 - 08.2002
  • Managed daily workflow to ensure timely completion of tasks within budgeted hours.
  • Assisted in developing and implementing hotel policies and procedures related to housekeeping operations.
  • Ensured compliance with health and safety regulations regarding hazardous materials, cleaning products and equipment usage.
  • Reviewed customer feedback forms in order to identify opportunities for improvement in service quality.
  • Conducted regular inspection rounds to ensure cleanliness and maintenance of guest rooms, public areas, offices, lobbies and other assigned areas.
  • Trained, coached and mentored new housekeeping personnel on all aspects of their job duties.
  • Created reports detailing housekeeping services provided such as room occupancy rate, lost and found items.
  • Inspected linen closets for adequate supplies of linens, towels and amenities for guestrooms.
  • Monitored the performance of staff to ensure that they are following the established operational standards.
  • Created schedules, shift reports and other business documentation to coordinate housekeeping needs.
  • Established hands-on, proactive management style to facilitate improvements to workflow and room turnover.
  • Collaborated with front desk to respond promptly to guest requests and promote positive experience.
  • Reviewed employee performance and devised improvement plan to achieve goals.
  • Supervised and supported housekeeping personnel to maximize quality of service and performance.
  • Communicated guest service scores to drive improvement and higher guest satisfaction.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Analyzed business performance data and forecasted business results for upper management.
  • Assigned work and monitored performance of project personnel.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Produced thorough, accurate and timely reports of project activities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Proposed or approved modifications to project plans.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Created and managed budgets for travel, training, and team-building activities.

Concierge and Bell Services Manager

Westgate Lakes Resort & Spa
Orlando, FL
06.1998 - 12.1999
  • Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
  • Developed strong relationships with key partners in order to ensure smooth operations between departments.
  • Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities.
  • Ensured that all customer complaints were addressed in a timely fashion.
  • Ensured compliance with safety regulations within the workplace by following established guidelines.
  • Performed administrative duties such as filing paperwork related to concierge service transactions.
  • Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
  • Maintained a professional presence at the front desk area by adhering to dress code standards.
  • Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
  • Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked.
  • Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
  • Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times.
  • Trained new staff members on proper policies and procedures related to customer service delivery.
  • Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
  • Arranged wake-up calls, dry cleaning and pet care as requested by patrons.
  • Managed guest check-ins and check-outs, ensuring a seamless experience.
  • Managed a concierge desk, keeping area organized and stocked with necessary materials.
  • Trained new concierge staff on best practices and hotel policies.
  • Provided business services for guests, including faxing, copying, and courier arrangements.
  • Monitored guest feedback to identify areas for improvement in services offered.
  • Ensured compliance with all hotel safety and security policies.
  • Built and maintained productive relationships with employees.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Made reservations for spa treatments, restaurants and golf tee times.
  • Collaborated with senior management on developing a long-term vision for the services department.
  • Monitored customer feedback surveys, identified areas for improvement, and developed action plans to address gaps in customer service.
  • Conducted regular meetings with staff to review customer feedback and discuss strategies for improving service levels.
  • Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.
  • Developed innovative solutions for streamlining processes within the services department.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Recruited and trained new employees to meet job requirements.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Bell Attendant/Bell Captain

Westgate Lakes Resort & Spa
Orlando, FL
08.1996 - 05.1998
  • Assisted with room moves when necessary due to overbooking situations.
  • Ensured that all incoming calls were answered promptly and professionally.
  • Managed the flow of traffic at the front desk during peak times.
  • Responded to guest complaints in a courteous manner while resolving issues quickly and effectively.
  • Assisted guests with luggage storage and retrieval.
  • Coordinated transportation needs for arriving and departing guests.
  • Answered guest inquiries regarding hotel services, facilities and hours of operation.
  • Worked closely with other departments within the hotel to ensure smooth operations.
  • Informed guests of hotel amenities, services and attractions in the local area.
  • Conducted safety inspections on all equipment used by bell attendants on a daily basis.
  • Greeted visitors pleasantly upon arrival and offered immediate assistance.
  • Reported room or property issues to maintenance staff for repairs.
  • Monitored area surrounding hotel and addressed potentially dangerous people and situations.
  • Delivered packages, messages and other items to guest rooms.
  • Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
  • Escorted travelers to and from guest rooms and assisted with luggage.
  • Picked up and dropped off heavy laundry bags for guests.
  • Greeted guests and provided assistance with luggage upon arrival at the hotel.
  • Responded quickly to emergency situations involving guests or personnel in accordance with established policies.
  • Monitored the performance of bell staff members on a daily basis and addressed any issues promptly.
  • Dispatched bell staff to provide assistance with luggage storage, valet parking services, package handling.
  • Served as a liaison between hotel management and other personnel regarding guest inquiries and complaints.
  • Assisted in the training of new employees regarding customer service protocols and operational procedures.
  • Assigned bell staff to assist guests in their room selection, check-in procedures, and transportation needs.
  • Utilized excellent organizational skills to manage multiple tasks simultaneously.

Education

Bachelor of Science - Hospitality Administration And Management

Institut Superieur International Du Tourisme De TG
Tangier, Morocco
05-1992

Skills

  • Loss Prevention
  • Operations Oversight
  • Customer Relationship Management
  • Customer Retention
  • Service Quality Improvement
  • Project Management
  • P&L Management
  • Expense Control
  • Financial Administration
  • Performance Evaluations
  • Process Improvements
  • Strategic Planning
  • Leader
  • Budget coordination
  • Team training and development
  • Budget Forecasts
  • Sound Judgment
  • Team Leadership
  • Succession Planning
  • Analytical Skills
  • Employee Development
  • Leadership
  • Labor Cost Controls
  • Facility Management
  • Staffing
  • Community Outreach

Accomplishments

  • multiple leader of the yesar awards within the resort
  • Westgate Resorts General Manager of the year 2022 Guest Service Award

Languages

English
Full Professional
Spanish
Full Professional
French
Native/ Bilingual
Arabic
Native/ Bilingual

References

References available upon request.

Timeline

Resort General Manager

Westgate Lakes Resort & Spa (2200 unit complex)
03.2019 - 04.2024

Resort General Manager

Westgate Palace Resort
01.2018 - 03.2019

Director of Resort Ops (AGM)

Westgate Lakes Resort & Spa
05.2014 - 01.2018

Assistant Director of Housekeeping

Westgate Lakes Resort & Spa
06.2013 - 04.2014

Director of Front Office

Westgate Lakes Resort & Spa
02.2005 - 05.2013

Assistant Director of Front Office

Westgate Lakes Resort & Spa
09.2002 - 01.2005

Assistant Director of Housekeeping

Westgate Lakes Resort & Spa
01.2000 - 08.2002

Concierge and Bell Services Manager

Westgate Lakes Resort & Spa
06.1998 - 12.1999

Bell Attendant/Bell Captain

Westgate Lakes Resort & Spa
08.1996 - 05.1998

Bachelor of Science - Hospitality Administration And Management

Institut Superieur International Du Tourisme De TG

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