Osamah Hasan
Director Of Front Office
Houston,TX
Summary
Meticulous Operations Manager with 5 years of experience. Expert in operational office protocols and hotel software use with training in conflict resolution and inventory management. Distinguished history of reliability and effective budgeting.
Overview
1
1
Language
2
2
Certifications
3
3
years of post-secondary education
4
4
years of professional experience
Work History
Director of Front Office
The Westin Houston Medical Center
Houston , TX
2019.10 - Current
- Directed Front Office Operations and Guest Experience for a 273-room luxury hotel through leadership of 30 Front Office, Valet, and Loss Prevention team members.
- Developed training materials and standard operating procedures for Front Desk, Valet, and Bellman Teams.
- Organized Career Fair with the Human Resources department to hire staffing during pre-opening.
- Minimized labor cost by effective scheduling and payroll supervision.
- Initiated and Secured contracts with vendors for Dry Cleaning, Room Supplies, Florists, and Transportation Services, O-Valet.
- Campaign improving guest satisfaction scores to maintain a top 10 Intent to Recommend rank for all Westin’s in the United States Region.
- Increased ADR and Rev Par week over week during COVID by consistently shopping other properties within the Comp Set.
- Worked with Marriott Opening & Transitions team to implement Brand Standard Audit requirements and training.
- As well as Housekeeping and Engineering department heads to properly plan operational changes.
- Trained on programs such as Lightspeed/Galaxy, Kipsu, and Empower, and implemented best practices for the team.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Director of Front Office
JW MARRIOTT HOUSTON DOWNTOWN
Houston , TX
2019.06 - 2019.10
- Inspired team of Managers and Supervisors to increase “Intent to Recommend” Scores month to month.
- Reduced Labor & Non-Labor Expenses by 12% over the course of 5 Months.
- Aided in the transition of management companies by preparing all necessary paperwork and system changes.
- Implemented a new Night Audit Procedure for.
- Assisted with overall daily operations of the hotel by increasing floor time and reducing admin time.
- Analyzed guest satisfaction surveys monthly to find positive and negative trends impacting the ranking of our hotel versus other JW Marriott North American properties.
- Executed timely reviews of all managerial and supervisor leadership in the Front Office.
- Analyzed monthly profit & loss reports for ongoing control of expenses and maximization of revenue.
- Drove guest satisfaction scores and profitability which contributed towards being awarded Classic Luxury Hotel of the Year 3 years running.
- Compared vendor prices and negotiated for optimal savings.
- Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
Operations Manager/Valet Manager
2016.10 - 2019.06
- Proven record of increased guest scores for “Intent to Recommend” property from 70.3 to 77.4.
- Landing the property in the top 3 for the year.
- Analyze guest satisfaction surveys monthly to find positive and negative trends impacting the ranking of our hotel versus other JW Marriott North American properties.
- Responsible for successfully training all new hires by ensuring they understand the companies core values and standard operating procedures.
- Effectively create a weekly schedule that complies with labor hours and reflects the occupancy for effective cost control.
- Consistently Sold out the Hotel with a “Perfect Sell” and secured flat walk rates with neighboring properties.
- Responsible for planning and detailing valet arrivals for major social and corporate events.
- Maintained positive budget lines for both labor and non-labor expenses by hiring a specific number of associates and by planning for all events.
- Coordinated with the City of Houston Office of Events for street closures and Meter Permit Requests.
Education
Bachelor of Science - Political Science, History
UNIVERSITY OF HOUSTON
Houston 2013.08 - 2017.01
Skills
Opera, HotelEffectiveness, Birchstreet, MARSHA, Micros, Zingle, Zello, GXP, Lightspeed, Empower, Service Nowundefined
Certification
Manager of the Quarter (Q1 2018)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Basketball, Cycling, Foodie
Avid basketball player in leagues as well as recreational, but I also enjoy cycling and trying new restaurants!
Timeline
Director of Front Office
The Westin Houston Medical Center
2019.10 - Current
Director of Front Office
JW MARRIOTT HOUSTON DOWNTOWN
2019.06 - 2019.10
Operations Manager/Valet Manager
2016.10 - 2019.06
Bachelor of Science - Political Science, History
UNIVERSITY OF HOUSTON
2013.08 - 2017.01
Classic Luxury Hotel of the Year, JW Marriott Houston Downtown – 3 Years Running (2016, 2017, 2018)
Manager of the Quarter (Q1 2018)
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