Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
OperationsManager
Fairouz Alimi

Fairouz Alimi

London

Summary

Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining, and entertainment offerings. Extensive background in hotel management positions for high-end resorts, and more than 7 years of experience working for high-end hotel chains. A diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings, and resolving common customer service issues. In-depth knowledge of the hospitality industry and business administration.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work History

Front Desk

HolidayInn Whitechapel
07.2023 - Current
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated, and confirmed appointments and meetings.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Scheduled, coordinated, and confirmed appointments and meetings.
  • Answered multi-line phone systems and transferred callers to appropriate department or staff member.
  • Collected room deposits, fees, and payments.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Completed all tasks in compliance with company policies and procedures.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Sorted and delivered mail and packages upon arrival to correct staff members and departments.
  • Resolved customer problems and complaints.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

FRONT OFFICE MANAGER

Golden Tulip Opera
01.2023 - 03.2023
    • Coached employees through day-to-day work and complex problems.
    • Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
    • Reconciled end-of-day reports to determine accurate billing and payment processing.
    • Developed procedures to establish accurate and organized check-in and check-out processes.
    • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
    • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
    • Prepared reports to assist business leaders with key decision-making and strategic operational planning.
    • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
    • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
    • Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
    • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
    • Evaluated employee performance and conveyed constructive feedback to improve skills.
    • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
    • Assisted in organizing and overseeing assignments to drive operational excellence.
    • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
    • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
    • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
    • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
    • Identified and communicated customer needs to supply chain capacity and quality teams.

Duty Manager

Accor
04.2022 - 07.2022
  • Pre-Opening for one of biggest project in World main duties is to follow-up and ensure that all Properties are aligned with Accor Standards.
  • Welcome new joiner and guide them with all important data related to FIFA World Cup, Projects.
  • Lead the team properly with different tasks daily, weekly & Monthly.
  • Sending reports as per schedule and work closely with Site operation manager, front office manager and Quality & service Manager.
  • Cooperating daily with Housekeeping team to ensure a memorable stay for all guests.
  • Handling customers and employees issues.
  • Overseeing operations, including maintenance, cleanliness and efficiency.
  • Ensuring that security and safety regulations are met.
  • Manage work at all levels (receptionists, office employees etc.) and set clear objectives.
  • Plan activities and allocate responsibilities to achieve most efficient operating model.
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.

RESERVATION/REVENUE/AT YOUR SERVICE MANAGER

Marriott International
10.2021 - 04.2022
  • Uses reservations system and demand forecasting systems to determine, implement and control selling strategies.
  • Checks distribution channels for hotel positioning, information accuracy and competitor positioning.
  • Provides recommendations to improve effectiveness of revenue management processes.
  • Ensures property diagnostic processes are used to maximize revenue and profits.
  • Assists hotels with pricing and provides input on business evaluation recommendations.
  • Leads efforts to coordinate strategies between group sales offices.
  • Supports cluster selling initiatives by working with all reservation Center.
  • Provides revenue management functional expertise to cluster general managers, leadership teams and market sales leaders.
  • Explores opportunities that drive profit, create value for clients, and encourage innovation; challenges existing processes/ systems/products to make improvements.
  • Resolved customer complaints in professional and timely manner.
  • Hired, trained and supervised team of service staff members to meet business goals.

ASST.QUALITY MANAGER MARRIOTT

Marriott
04.2021 - 10.2021
  • Coaches managers on adopting the Total Quality Management leadership style.
  • Conducts monthly audit to ensure compliance with company and brand standards.
  • Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
  • Directs property quality efforts to address critical customer requirements.
  • Assists with regional implementation of company best practices.
  • Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
  • Trained new and existing staff members in various financial procedures to prepare for job requirements.
  • Supported operations management, sales, and marketing efforts to increase revenue and overall financial health.

RESERVATION MANAGER

HolidayInn
07.2020 - 04.2021
  • Maintains accurate reservation system information.
  • Analysis period end and other available systems data to identify trends, future need periods and obstacles to achieving goals.
  • Generates updates on transient segment each period.
  • Establishes long-range objectives and specifying the strategies and actions to achieve them.
  • Explores opportunities that drive profit, create value for clients, and encourage innovation; challenges existing processes/systems/products to make improvements.
  • Prepares sales strategy meeting agenda, supporting documentation.
  • Communicates proactively with properties regarding rate restrictions and strategy.
  • Checks distribution channels for hotel positioning, information accuracy and competitor positioning.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

ASST.RESERVATION MANAGER/REVENUE/AT

Sheraton
11.2018 - 07.2020
  • Understands the overall market, including competitors' strengths and weaknesses, economic trends, supply demand And knows how to sell against them.
  • Closes the best opportunities for the property based on market conditions and property needs.
  • Monitors same day selling procedures to maximize room revenue and control property occupancy.
  • Gains understanding of the property's primary target customer and service expectations; serves the customer by understanding their business, business issues and concerns, to offer better business solution.
  • Identifies new reservations sales business to achieve personal and property revenue goals.
  • Worked within core team to streamline business processes and internal controls, resulting in scalable and detailed set of procedures.
  • Functioned productively in matrix organization across organizational levels and organized and prioritized responsibilities to meet commitments.

RESERVATION SUPERVISOR

Annaba, SHERATON ANNABA HOTEL
05.2017 - 11.2018
  • Review and implement new Reservations procedures.
  • Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
  • Identify guest reservation needs and determine the appropriate room type.
  • Verify availability of room type and rate.
  • Explain guarantee, special rate, and cancellation policies to callers.
  • Accommodate and document special requests.
  • Answer questions about property facilities/ services and room accommodations.
  • Maintain confidentiality of proprietary information; protect company assets.
  • Develop and maintain positive working relationships with others.
  • Perform other reasonable job duties as requested By General Manager.
  • Follow sales techniques to maximize revenue.
  • Input and access data in the reservation system.
  • Respond to any challenges found in accommodating rooming List requests.
  • Set up proper billing accounts according to Accounting policies.
  • Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to the appropriate individual.
  • Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; thank guests with genuine appreciation.
  • Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.

RESERVATION AGENT

SHERATON
11.2016 - 05.2017


  • Answering Guests Need on time in a professional way to ensure a memorable stay.
  • Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided customers with information about availability and pricing.

Education

Master of Business Administration - Business

University Of Bolton
London
04.2023 -

Bachelor of literature - English Language

Abderhmane Mira University
Bejaia
11.2011 - 05.2015

Bachelor of Business Administration - Business

Higher International Management Institute
Bejaia
03.2014 - 05.2015

Baccalaureate - Foreign Language

Rechachi Mohamed High School
Annaba
09.2008 - 07.2009

Skills

  • Opera PMS
  • Loyalty schemes knowledge
  • Suggestive upselling
  • Complaint resolution
  • Payroll cost analysis
  • Reception management
  • Coaching and training
  • Staff engagement techniques
  • Hotel administration
  • Guest experience improvement
  • Revenue forecasting
  • People management
  • Budgetary control
  • Verbal and Written Communication
  • Loss Prevention Strategies
  • Operations Management
  • Data Analysis and Modeling
  • Microsoft Office Suite
  • Documentation
  • Driving Revenue
  • Billing and Invoicing
  • Inventory Control
  • Listening Skills

Languages

English
Fluent
Arabic
Native
French
Fluent

Certification

Certified Associate in Project Management (Change Crew).

Yield Management.

Concerto.

Marsha.

Valhalla.

Top's Train the trainers.

Pre-Opening of Sheraton Annaba Hotels.

PMS( Sales &Catering System) (Front Desk).

Cross training Front office & Housekeeping.

Cross Training & Working closely with sales & event team.

First Aid certification

GXP

Hotix

Micros

Timeline

Front Desk

HolidayInn Whitechapel
07.2023 - Current

Master of Business Administration - Business

University Of Bolton
04.2023 -

FRONT OFFICE MANAGER

Golden Tulip Opera
01.2023 - 03.2023

Duty Manager

Accor
04.2022 - 07.2022

RESERVATION/REVENUE/AT YOUR SERVICE MANAGER

Marriott International
10.2021 - 04.2022

ASST.QUALITY MANAGER MARRIOTT

Marriott
04.2021 - 10.2021

RESERVATION MANAGER

HolidayInn
07.2020 - 04.2021

ASST.RESERVATION MANAGER/REVENUE/AT

Sheraton
11.2018 - 07.2020

RESERVATION SUPERVISOR

Annaba, SHERATON ANNABA HOTEL
05.2017 - 11.2018

RESERVATION AGENT

SHERATON
11.2016 - 05.2017

Bachelor of Business Administration - Business

Higher International Management Institute
03.2014 - 05.2015

Bachelor of literature - English Language

Abderhmane Mira University
11.2011 - 05.2015

Baccalaureate - Foreign Language

Rechachi Mohamed High School
09.2008 - 07.2009

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Fairouz Alimi