Shahinez Guetal

• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities
• Assisting in the development and implementation of hotel policies and procedures
• Supervising and training staff to ensure high levels of customer service and operational efficiency
• Overseeing the front desk, housekeeping, maintenance, and food and beverage departments
• Handling guest complaints and resolving issues in a timely and professional manner
• Monitoring financial performance and making recommendations for cost savings and revenue enhancement
• Ensuring compliance with health and safety regulations
• Collaborating with the sales and marketing team to drive revenue and increase occupancy rates
• Assisting in the development and execution of strategic plans for the hotel
• Assisting in budget planning and controlling expenses to maximize profitability.

• Supervising and coordinating the activities of all hotel departments, including front desk, housekeeping, maintenance, food and beverage, and security.
• Ensuring high levels of customer service and guest satisfaction are maintained at all times.
• Developing and implementing operational policies and procedures to ensure efficient and effective hotel operations.
• Managing and controlling operational costs and expenses to ensure profitability.
• Recruiting, training, and managing staff, including conducting performance evaluations and providing feedback and coaching as needed.
• Monitoring and analyzing hotel performance metrics, such as room occupancy rates, revenue, and guest satisfaction scores, and taking corrective actions as needed.

Luxury Boutique style - High volume boutique hotel with yearly average occupancy of 75%

• Manage team of 40 hospitality professionals in Housekeeping, Front Office and Guest Services.

• Conduct quarterly inspections of all guest rooms to maximize guest satisfaction.

• Oversee rooms department payroll expense. Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of a local area and events.

• Complete audit procedures, as needed.

• Recruit, interview and train team members

Best Luxury Hotel in downtown San Diego - 400 Luxury hotel rooms & suites.

• Manage team of 20 hospitality professionals in Front Office and Guest Services, reservation, Concierge, Bellman & Valet.
• Conduct quarterly inspections of all guest rooms to maximize guest satisfaction..
• Hiring, Training, and coaching the team.
• Oversee rooms department payroll expense.
• inventory and ensures a proper par inventory is maintained
• Inspect VIP Rooms.

Stylish 12-story Hotel with 286 rooms

• Handled check-in and check-out details, ensuring that hotel rules and regulations were taken into account.
• Responsible for writing a MOD report at the end of each shift.
• Respond to emergency situations and work with local authorities.
• Monitor and ensure that all cashiering procedure comply with Accounting policies and standards.
• Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Oversee the cleanliness, maintenance, and security of assigned departments, ensuring that any loopholes are communicated to the security department.

5 Diamond, Forbes Luxury Hotel with 391 luxury guest rooms & suites

• Initiated hiring of Rooms Division team. Established policies,
  procedures and training for opening hotel team and post opening
  team.
• Controlled expenses via use of departmental check book, monthly inventories and communication of financial goals to team.
• Overall guest satisfaction measured via Market Metrix, scores ranging from 86% to 94% in various rooms criteria.
  
  

Luxury 5 star Beachfront Resort property of 419 Luxury rooms & suites.

• Manage all Front Office operations to include, but not limited to, guest service and registration, Bellman, Concierge, Valet.
• Monitor and develop team member performance providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
• Ensure compliance with Company standards Welcome & meet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Complete audit procedures, as needed
• Recruit, interview and train team member