Waleed Hussein Shaker

Director Of Rooms

PERSONAL STATMENT

I am a self-motivated with a positive approach and the ability to lead and motivate others whilst

delivering effective business results, I aim to reach a level of professionalism in my job that

supports my career development. In addition, I am eager to learn and know more in and out of

my field.

CAREER HISTORY: EXPERIENCE 11/2011 till Present Time

Fairmont Heliopolis & Towers Hotel: 593 Room

Director of Rooms

Responsible to lead and direct the diverse Guest Services teams in the daily operation

of the Hotel. Interact with guests and colleagues on a daily basis and provide

courteous and efficient service. Overseen on the following: Front office, Royal

services, PBX, Business Center, Hospitality Department(FPC, Guest Relations,

Night, and Mangers) , Guest Services(Concierge, Bell Desk, airport office, Limo,

Parking), Housekeeping, uniform ,and Health club.

Implement system improvements and administrative effectiveness to ensure a

customer focused and solution oriented service is offered to customers at all

times.

Overall budget approval authority for rooms division departments, and to

ensure that the highest level of efficiency and guest satisfaction will be

achieved whilst maximizing rooms and other related revenue.

Attends operations briefing and highlights important points from the daily

arrival list, occupancy forecast, causes for variance in reservations forecast

and previous days’ occupancy against forecast.

Disseminates information received from other department heads during the

operations briefing.

Attends P&L meetings. Checks P&L for variances on the following and

establishes reason for variance:

Highlights observations in service areas for further improvement.

Resolves conflicts and/or problems existing in the department.

Obtains employee feedback on operational matters as well as other matters

affecting their employment with the Hotel.

Prepares annual budget and CAPEX for the department.

Ensures effective and efficient implementation of policies and procedures.

Analyzes the room nights for trends, in comparison with the latest reports.

Analyzes figures for reservations on hand to determine whether projections

are too high or too low;

Uses pick up occupancy report as guide to determine a more accurate

forecast;

Reviews events which might affect an increase in certain segments;

implements agreed strategies.

Prepares rationale for strategies and submits to the General Manager/VP for

approval;

Projects expenses for the next 3 months.

Ensures that the staff adhere to the rules and regulations of the Hotel

Regularly walks around the Lobby to establish rapport with guests.

Enhances customer service quality to differentiate us from our competitors.

Acts on guest concerns immediately

Encourages front liners to be proactive when it comes to customer needs.

Ensures that all staff are aware of guidelines governing complaints handling

Encourages staff to make decisions at customer contact, and ensures staff is

aware of the responsibility and established authority limits at all times.

Personally attends to all guest complaints immediately and initiates

immediate resolution.

Oversees and ensures proper maintenance of equipment in the area of

assignment.

Adhere to the Company's Procedures and rules.

05/2010 till 11/2011

Fairmont Heliopolis & Towers Hotel: 588 Room Director of Front Office operation

Responsible to lead and direct the diverse Guest Services teams in the daily operation

of the Hotel. Overseen on the following: Front office, Royal services, PBX, Business

Center, Manager on Duty, Guest services (Concierge, airport office, Parking),

Housekeeping.

03/2007 till 05/2010 11/2003 till 03/2007

1 2 / 2 0 0 2 . t i l l 1 1 / 2 0 0 3

4 / 2 0 0 2 . t i l l 1 2 / 2 0 0 2

1/99 till 4/2002 01/03/1997 Till 01/12/1998

Front Office Manager (Fairmont Heliopolis & Towers: 588 Room)

-Accountable for the effortless and seamless movement of guests in and out of the

hotel and providing exceptional levels of guest service through the guest stay. Act as

a manager on duty on occasion and respond to emergency codes.

Sheraton Heliopolis Hotel, Towers & Casino: 588 Room

Assistant Guest Service Manager

-To ensure a smooth and efficient operation and co-ordination of the various

departments within the front office, ensuring optimum profitability and guest

satisfaction, and adhering to the standards of service required by the hotel in

accordance with the company and hotel policies, procedures and objectives.

Night Manager

- In full charge of the Hotel during the night shift.

- Replacing the entire head department during the night.

Duty Manager

- Handles & executes any assignment delegated by General Manager.

- To handle all problems related to guests in coordination with other

Departments.

Sheraton Heliopolis Hotel, Towers & Casino: 588 Room

Shift Leader & Credit Coordinator (Front Office)

- Handling & Coordinating International Conferences Summit.

- Achieving Sheraton level of Excellence to ensure smooth and efficient

service.

- Link between the Front Office & the Accounting Department (receivable

account, income account & credit account)

- Handling Night reports (paid occ, average room rate & Revpar). --------------------------------------------------------

Le Meridian Heliopolis: 285 Room Front office cashier

Front Office Clerk ,

Operator Clerk

ACHIVEMENT:

Fairmont Heliopolis & Tower Cairo:

-Certificate of Leader of the Month for February, 2014

-Certificate of Achievement in recognition of the successful completion of Our

Fairmont leadership promise 08, September, 2012-2013.

-Certificate of Achievement in demonstrating the skills in Interaction Management

25, 26 november2012.

-Online Recognition Training 6 of September, 2012.

Certificate of Achievement in Understanding Financial statements 27-30 June, 2011

-Certificate of Achievement in recognition of successful participation and completion

of effective situational leadership 23, 24 of June 2010

Certificate of completion the skills for Heart saver CPR & AED Course 24 November

2010 – 23 November 2012

-Certificate of leader of the Month may year 2010

-Certificate of leader of the year 2010

-Certificate in participation through Gallup Consulting on FSI (Fairmont Selection

Interviews) for the entire Hotel positions (Front & back of the house, managers,

Kitchen),2008

-Certificate of DDI (Development Dimensions International) for successfully

demonstrating the skills and competencies in Interaction Management,2008

-Certificate of Appreciation from the united States Central command for the

outstanding Achievement and support to Bright star 2007 during their

accommodation, in the Arab Republic of Egypt.

Sheraton Heliopolis Hotel, Towers & Casino

-Certificate of Achievements Excellence

Thanks Letter From Mr. Samy Al Zoghbi Vice President- Sheraton Hotels

(Middle East-Africa –India) (Employee of The Year 2000)

Achieving Service Excellence

(Employee of Month November 2000)

Thanks letter for the Excellence performance for handling & participating Arab

conference summit Nov. 2000

Thanks letter for the professional and efficient manner with our guests March

2000.

Thanks letter for promoting in pushing up sales Oct. 1999

Le Meridian Heliopolis

- Regional Certificate as Employee of month July 98.

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Sheraton Heliopolis Hotel, Towers & Casino

Handling, Participating, coordinating the International & local Summit (arrivals,

departure & payments methods between presidency, embassies, & delegations

and Sheraton Heliopolis)

G 77 (International Conference)

G 15 (International Conference)

G 8 (Islamic Conference)

First Lady Summit

Arab Summit

COMMESA Conference

- African Child Forum summit -------------------------------------------------

TRAINING:

Training in Yield Management System (Profit maximization)

Training in Night Audit –Income – Account receivable – Credit – Duty

Manager.

Handling Client complaints.

Perfect check in and checkout standards

Train The Trainer.

Fairmont Selection Interview.

Effective Situational Leadership workshop

Fairmont Leader Promise Training

Foodservice Management: Menu Planning and Marketing, and

COMPUTER SKILLS:

Merchandising Strategies.

Microsoft Word and Excel 2007

Opera Hotel System (International Hotels System).

Fidelio 6.20(International Hotels System).

EDUCATION

1992-1996

Bachelor of Commerce (Ain Shams University) Grade= Good

Language

PERSONAL

Details:

Arabic Mother Tongue (spoken & written)

English (spoken & written)

French (fair)

Date of Birth: 29 August 1973

Place of Birth : Cairo, Egypt

Nationality: Egyptian

Gender: Male

Marital Status: Married

Military Service: Full Exempted

Email: waleed.shaker@fairmont.com

Mobile number :01007493477 / 01026600780

REFERENCES

Available on request.