Summary
Overview
Work History
Education
Timeline
Siham Harradi

Siham Harradi

Las Vegas,NV

Summary

Passionate leader with demonstrated history of working in Management , Luxury Hospitality and Project Management .

Skilled in Hotel Opening, Customer service, Rooms Division, Hotel Operation, Front Office , Guest Relations , Sales and Food & Beverage.

Authorized to work for any US employer.

Overview

15
15
years of professional experience

Work History

Guest Relations Manager

Four Seasons Hotels And Resorts
05.2023 - 01.2024
  • Elite Guest Primary contact (Top VIP for Four Seasons Hotels and Resorts Worldwide)
  • Improve Guest satisfaction for Elite guests to 100 percent monthly , increase of 40% since leading the department
  • Reduced significantly guest complains and recovery spending for the Hotel across multiple department
  • Seasonal activations
  • Increase Hotel Revenue through upselling rooms , dining , amenities, cabana , events and vendors
  • Manage all VIP guests and groups, including coordinate and monitor directly between guest and all necessary departments
  • Coordinate with all departments to ensure a proper follow up for glitches
  • Oversee VIP guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay.
  • Coordinate guest room special requests with operations team; manage VIP arrivals


  • Coached and developed associates to improve soft skills and recovery techniques.
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Motivated and rewarded employees to improve engagement.
  • Planned and implemented promotional activities to increase customer satisfaction.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
  • Conducted regular training sessions for staff to keep up to date with customer service practices.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.

Chef Concierge

Four Seasons Hotel Philadelphia At Comcast Center
05.2021 - 05.2023
  • Building Vendors relationships and contracts
  • Offering new services to guests and elevating Guest Experience with over 97% Yearly average for guest satisfaction
  • Increasing Hotel revenue Trough amenities , dining and SPA sales
  • Training and recruiting
  • Acting senior Manager / Duty Manager in Absence of senior Directors / Division Heads at the Hotel
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Coached, supported and developed team with goal of continuous growth and skill improvement.
  • Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction.

Guest Services Manager

Four Seasons Hotel Philadelphia At Comcast Center
08.2019 - 05.2021
  • Guest Service Manager in Charge of the Guest Services department ( Door/Bell/Drivers/Valet), pre opening team
  • Guest Satisfaction over 90% , Achieving 5 Stars Forbes for the Hotel in Philadelphia and Guest Services nomination for the Forbes first star employee .
  • Guest Services and valet training and planning
  • Implementing Policies and procedures
  • Managing day to day operation
  • Overseeing Valet operation ( outsourced company Town Park)
  • Covering as a FO Morning Manager , PM MOD shifts and Guest Relation Manager shifts
  • Organizing the Teams arrival /departures/shoot around / room drops for all the sports team (
  • Basketball/Baseball and hokey
  • Created and delivered effective training materials and courses.

Guest Experience Manager

Four Seasons Hotel Kuwait At Burj Alshaya
03.2018 - 01.2019
  • Elite Guest contact Kuwait property (Top VIP for Four Seasons Hotels and Resorts Worldwide)
  • Manage all VIP guests and groups, including coordinate and monitor directly between guest and all necessary departments
  • Coordinate with all departments to ensure a proper follow up for glitches
  • Oversee VIP guests stays; which includes pre-arrival, room allocation, meet and greet upon arrival, and touching base with them through their stay.
  • Coordinate guest room special requests with operations team; manage VIP arrivals
  • Up selling for additional revenue to the hotel , Suite , SPA, cabana rental, restaurants and Events

Front Office Assistant Manager Pre Opening Team

Four Seasons Hotel Kuwait At Burj Al Shaya
03.2017 - 03.2018
  • Hotel assistant Manager
  • Front Office training and planning
  • Policies and procedures
  • Up sell program leader
  • Managing day to day operation

Duty Manager & Guest Experience Assistant Manager

Four Seasons Resort Mauritius At Anahita
11.2015 - 03.2017
  • Duty Manager reporting directly to the Director of Rooms
  • Resort operation problem solving
  • Guest experience follow up Guest Experience Assistant Manager, Assistant Department Head Arabic and Mandarin
  • Development of the Chinese guest experience program
  • The Elite Guest program (Top VIP)tester for hotel and residences
  • The Four Seasons Guest Recognition Program, leader tracking and training

Front Office Supervisor Pre Opening Team

Four Seasons Hotel Bahrain Bay
01.2015 - 11.2015
  • The Four Seasons Mobile App Tester
  • HotSOS (Hotel Service Optimization System) leader for Front Office
  • Launch of the Press Reader as Model hotel at the Four Seasons
  • Staff training and development of mentoring program

Rooms Division Trainee

Four Seasons Resort Mauritius At Anahita
01.2014 - 06.2014
  • Rooms Division Manager in Training
  • Assistant Front Office Manager in training
  • Housekeeping: coordinator, supervisor , assistant manager
  • Receptionist: check-in, check out, billing
  • Concierge: Planning excursions, transfers, special requests

Hotel Manager in Training

TE New Delhi Hotel
12.2010 - 07.2011
  • Operations Management Training
  • Assistant Food and Beverage Manger-Restaurant-Bar-Private and corporate events
  • Sales and Marketing : Trip Advisor and Booking-guest satisfaction follow up
  • Rooms division : Assistant Executive housekeeper and Assistant Front Office Manager

Food and Beverage Trainee

Mandarin Oriental Hotel Group
06.2009 - 12.2009
  • Assisting the organization of banquet.
  • Bar : Opening of Bar, mise en place, service, billing .
  • Room Service: Day and night shift, amenities, mise en place, Order taker, Service.

Education

BBA - Hospitality Administration And Event Management

Les Roches International School Hotel Management, Marbella
12.2013

Associate Degree - Hospitality Administration And Management

Glion Institute of Higher Education, Switzerland
12.2010

Certificate - Building High-performing Teams

ECornell University
2017

Diploma - Chinese Studies

Beijing Language And Culture University , China
2012

Timeline

Guest Relations Manager - Four Seasons Hotels And Resorts
05.2023 - 01.2024
Chef Concierge - Four Seasons Hotel Philadelphia At Comcast Center
05.2021 - 05.2023
Guest Services Manager - Four Seasons Hotel Philadelphia At Comcast Center
08.2019 - 05.2021
Guest Experience Manager - Four Seasons Hotel Kuwait At Burj Alshaya
03.2018 - 01.2019
Front Office Assistant Manager Pre Opening Team - Four Seasons Hotel Kuwait At Burj Al Shaya
03.2017 - 03.2018
Duty Manager & Guest Experience Assistant Manager - Four Seasons Resort Mauritius At Anahita
11.2015 - 03.2017
Front Office Supervisor Pre Opening Team - Four Seasons Hotel Bahrain Bay
01.2015 - 11.2015
Rooms Division Trainee - Four Seasons Resort Mauritius At Anahita
01.2014 - 06.2014
Hotel Manager in Training - TE New Delhi Hotel
12.2010 - 07.2011
Food and Beverage Trainee - Mandarin Oriental Hotel Group
06.2009 - 12.2009
Les Roches International School Hotel Management - BBA, Hospitality Administration And Event Management
Glion Institute of Higher Education - Associate Degree, Hospitality Administration And Management
ECornell University - Certificate, Building High-performing Teams
Beijing Language And Culture University - Diploma, Chinese Studies

Similar Profiles

CREATE PROFILE
Siham Harradi