moustafa oun - cv

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  1. 1. 1 | P a g e Moustafa Oun Career Objective To secure a position as a Director of Rooms or Hotel Manager in a international recognized Hotel establishment to provide my experience for mutual benefits and Manage multicultural front of the house work force to achieve set targets and exceed guest expectations. I can manage both Front of House and housekeeping operation. Observing & analyzing situations for logical solutions is an area of strength and is something that has been foundational in my life. You will find me a reliable individual with pride in being creative, adaptable, prepared and a vital team player. Current Address Radisson Blu Fujairah Dibba, Fujairah - UAE Mobile: +971502161507 Email: Skype: Moustafa.oun Key Skills Actively involved in Public relation activities with Government bodies Ministry of Health, Defense, immigration and CID. Ability to analyze departmental financial data. Excellent interpersonal skills to build trust and confidence in order to motivate and influence others. A strong results focus, with the ability to build relationships and rapport in driving performance. Demonstrates the highest standards of ethical behavior and absolute discretion with sensitive information. Ability to take initiative to identify, priorities and implement actions required to achieve functional goals. Strong and creative problem solving skills including ability to address any issue in collaboration with others identify and prevent potential problems and develop problem solving skills in others. Strong project management skills including ability to manage details through to completion and ensure deadlines are met. Open minded, creative, entrepreneurial and uses initiative to resolve issues.
  2. 2. 2 | P a g e CURRENT EMPLOYMENT Promoted to Director of Rooms - Radisson Blu Resort Fujairah) Oct 1st 2015- Present Deputize GM in his absence. Quality champion of the hotel, leading the quality committee. Responsible for the Rooms Division in the Hotel, and an active member of the Executive Committee, and a key member of the pre-opening team, oversee the effectiveness of guest service, colleague performance and development and service enhancements. Responsible for the day to day operation of Front Office, Guest Services, Housekeeping, Security and Recreation. Work closely with our team in Sales, Revenue Management and Reservations, to drive the Hotel occupancy and rates. Maintaining and further enhancing our strong focus on The Guest Experience by ensuring standards compliance and guest satisfaction across the division Developing strong guest relationships and ensuring prompt and effective service quality Managing and developing a strong team of Rooms Division Managers including providing performance feedback and regular reviews Managing the finance function of the Rooms Division. This includes analyzing monthly P&L reports, setting and controlling labor standards and other expenses, preparing the annual budget and achieving revenue goals. Promoted to Rooms Division Manager, Radisson Blu Resort Fujairah May 1st, 2014- Sep 30th 2015 Managing the Business Operation and taking action where necessary to ensure smooth running in the absence of the General Manager - Operations. Planning ahead and ensuring adequate resources are available. Maintaining in-depth technical knowledge and skills required for the job. Ensure all in-coming sales (through whatever medium) are handled efficiently, effectively and successfully in order to maximize their sales/profit potential. Driving a service culture, which delivers outstanding customer service through all aspects of the business? Creating and maintaining relationships with key revenue-producing customers. Positively dealing with and learning from customer complaints and comments achieving positive outcomes. Using customer feedback to activate long-term improvements to products and services. Assessing staff performance against Standard. Developing action plans to address shortfalls in Standards. Ensuring that all departments operate within agreed budgets and achieve agreed targets. Keeping the team up-to-date about departmental, business and company activities through regular communication. Regularly reviewing individual and team performance against objectives and providing feedback through walkabouts, 1:1s and team meetings.
  3. 3. 3 | P a g e Promoted to Front Office Manager, Radisson Blu resort Fujairah JAN 2011-APR 2014. Responsible for the operations of Front Office with a primary focus on overall operation at Reception, ensuring end of the day procedures and subsequent reports are completed in an accurate and efficient manner. Actively elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction Ensure maximum room revenue through up-selling within stipulated guidelines, therefore optimizing the sale of room inventory, while controlling room availability in high occupancy periods Actively involved in promoting company loyalty program (Club Carlson), Food & Beverage events / in house facilities. Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts Lead and coach the team towards achieving highest level of exceptional guest service and colleague satisfaction results through the application of all corporate and property standards and policies. Assistant Front Office Manager, Hotel JAL Fujairah resort & Spa JAN 2010-JAN2011. Administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and checkout process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Develops specific goals and plans to prioritize, organize, and accomplish your work. Handles complaints, and resolving grievances and conflicts, or otherwise negotiating with others. Collaborates with the Front Office Manager on ways to continually improve departmental service. Communicates a clear and consistent message regarding the Front Office goals to produce desired results. Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results. Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement. Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Serves as a role model to demonstrate appropriate behaviors. Empowers employees to provide excellent customer service. Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction. Provides feedback to employees based on observation of service behaviors. Handles guest problems and complaints effectively.
  4. 4. 4 | P a g e PERSONAL DATA Date of Birth: 19 11 - 1974 Citizenship: Egyptian Marital Status: Married (4 Kids) EDUCATION Bachelor Degree (Arts sociology) HOTEL SOFTWARES Fidelio & Opera Hotel PMS CHW Express system of Carlson Worldwide Hospitality (REZIDOR) LANGUAGES Arabic Mother Tongue English Fluent in Speaking & Writing ON JOB TRAINING Hotel Operation Training Under Mentorship of Mr. Frank Normann Eikeland (Previous GM Radisson Blu, Fujairah) Performance Management & Competency Based Interviewing Skills Training Rezidor Business School MLS (manage-lead-secede) Rezidor Business School. LOTSs Training Rezidor Business School Leading YES I Can. Basic Revenue Management Principle. Setting personal objective. YES I Can training , one day , at Radisson BLU Fujairah Finance awareness for Non- Finance managers conducted by Emirates Training center Supervisory Management Skills conducted by Shashi Dadlani Up selling hotel facilities Conducted by JAL Hotel Resort & Spa , Training Department Train the Trainers Conducted by JAL Hotel Resort & Spa , Training Department Basic Safety Training, Conducted by JAL Hotel Resort & Spa , Training Department . Lobster Ink training, certified on following subjects: o Front Office Professional Course international. o Housekeeping Professional Course international. o Food and beverage Professional Course international. o Luxury Hospitality Standards-Front of House international. o Luxury Hospitality Standards-Housekeeping international. o Luxury Hospitality Standards-Food and Beverage international. o Food Safety international. REFERENCES Available on Request