Mustafa Mukhtar
Operation Leader - Rooms Division - PreOpening - Luxury Hospitality - Guest Reviews Master
Jeddah,Makkah
Summary
An experienced result oriented senior manager with Luxury mindset. Working for 13 years in hospitality industry through the most well known international hotel chains. The knowledge of creating and implementing the standard, policy and procedures as I contribute in 4 pre opening hotels. Team builder with strong leadership. VIP luxury mindset and experience. Great coaching skills, team motivation and development. Excellent knowledge of loyalty programs along with improving guest review score.
Overview
16
16
years of professional experience
Work History
Front Office Manager
Al Khozama Hotels & Residence at KAUST
10.2022 - Current
- Beside being in charge of the Front Office department , I am in charge of Recreation, Security , and transportation departments.
- Created and implemented Front Office Standards , policies and procedures at pre-opening stage.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Developed strong relationships with corporate clients, enhancing brand loyalty and driving repeat business.
- Boosted revenue generation by collaborating with sales and marketing teams to develop effective promotions.
- Elevated service standards by conducting regular quality assurance inspections and providing timely feedback to staff.
- Enhanced customer experience with thorough training of front office, housekeeping, and concierge teams.
- Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
- Increased upselling opportunities by training front desk staff on suggestive selling techniques for additional services or upgraded rooms.
- Reduced operational costs through strategic vendor negotiations and optimizing inventory management processes.
Assistant Front Office Manager
Swissotel Living Jeddah Accor Hotel
03.2022 - 10.2022
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
Guest Relation Manager
Assila The luxury Collection Hotel by Marriott
02.2019 - 01.2021
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Conducted regular training sessions for Guest Relations team members, enhancing their communication skills and knowledge of hotel facilities.
- Implemented a loyalty program that rewarded repeat guests, contributing to an increase in long-term clientele base.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
- Collaborated with hotel staff to create personalized experiences for VIP guests, resulting in increased return visits.
- Coached and developed associates to improve soft skills and recovery techniques.
Duty Manager
Conrad Makkah Hotel
01.2016 - 02.2019
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
- Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
Duty Manager Night Manager
Makkah Clock Royal Tower Fairmont Hotel
05.2011 - 06.2012
- Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
- Implemented new procedures to optimize workflow efficiency within the front desk team.
Assistant Club Floor Manager
InterContinental Hotel Jeddah
10.2007 - 03.2011
- Championed a culture of continuous improvement, soliciting input from team members at all levels in pursuit of enhanced program outcomes.
- Enhanced customer satisfaction by implementing efficient lounge management strategies.
- Worked closely with other department managers to implement cross-promotional initiatives that benefited both parties involved.
- Promoted an exceptional guest experience by maintaining a clean, inviting, and comfortable atmosphere in the lounge area.
Education
Bachelor Degree in English Language -
Umm AlQura University, College of Social Sciences
Diploma in the Art and Science of Neuro linguistic Programming - undefined
The International NLP Trainers Association
Skills
undefined
Training
- InterContinental Jeddah, Up selling Front office course, (You Bring it To Life) engagement programmed, KSA future leader assessment center, Launch of the future leader program
- Makkah Clock Royal Tower, Fairmont Hotel, Certificate in (Train the Trainers Program), Interview Selection course (Employees hiring dimension)
- Conrad Makkah, Certificate at FRONT OFFICE ACADEMY program, Key driver at TSA front office upselling program
- Assila, The Luxury Collection Hotel Jeddah, Certified As Marriott Service Culture Training Provider, Train The Trainer Program
Timeline
Front Office Manager
Al Khozama Hotels & Residence at KAUST
10.2022 - Current
Assistant Front Office Manager
Swissotel Living Jeddah Accor Hotel
03.2022 - 10.2022
Guest Relation Manager
Assila The luxury Collection Hotel by Marriott
02.2019 - 01.2021
Duty Manager
Conrad Makkah Hotel
01.2016 - 02.2019
Duty Manager Night Manager
Makkah Clock Royal Tower Fairmont Hotel
05.2011 - 06.2012
Assistant Club Floor Manager
InterContinental Hotel Jeddah
10.2007 - 03.2011
Bachelor Degree in English Language -
Umm AlQura University, College of Social Sciences
Diploma in the Art and Science of Neuro linguistic Programming - undefined
The International NLP Trainers Association
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