Shahinez Guetal

Dual property of 223 Rooms & suites

• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
• Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
• Developed and implemented strategies to maximize customer satisfaction.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

• Led hiring, onboarding and training of new hires to fulfill business requirements in FRont Office, Housekeeping and Maintenance.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.

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

• Manage team of 50 hospitality professionals in Housekeeping, Front Office and Guest Services; mentore to 3 managers.
• Conduct quarterly inspections of all guest rooms to maximize guest satisfaction..
• Oversee rooms department payroll expense.
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Collaborated with the General Manager on marketing initiatives to increase brand awareness and drive sales growth.

Margaritavilel Hotel Ex Solamar & Hilton Gaslamp

• Ensure established policies and procedures are being followed, departments are running efficiently and maintaining a high level of service
• 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.
• Establishes standards, policies and procedures for the Front Office staff.
• Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
• Work with Sales and Revenue managers regarding guests and groups
  

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

• Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
• Trained new employees on standards and hotel procedures.
• Fostered a positive work environment through employee engagement initiatives, resulting in high retention rates.
• Reviewed housekeeping supply charts and inventories.
• Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
• Improved guest satisfaction by implementing innovative strategies in room allocation and reservation management.

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

• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Created, prepared, and delivered reports to various departments.
• Coached employees through day-to-day work and complex problems.
• Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
• Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
• Consistently exceeded revenue goals by upselling hotel amenities, services, and room upgrades.
• Organized documents for company communication, travel vouchers, and payment services.