WORLDWIDE HOSPITALITY AWARDS 2014BEST PROFESSIONAL SUCCESS

INTRODUCTION

Ummehanny NADAF

1st May, 1989

Operations Manager

Hotel Formule1 Ahmedabad, India

Accor Hospitality/Budget Hotels

To note: considering that women represent only 10% of the total workforce in the hospitality industry in India, to be at a Management level for a woman and at such a young age is an achievement of its own.

My Style

I strive for excellence and have commitment towards guest satisfaction. I have exhibited leadership and team player skills in my previous assignments to reach the designation of Operations Manager. I am organized and efficient and able to multi-task very well. I am always on top of my projects, but I do welcome input and will consult with team members to ensure we are all on the same track. I always look for steps to motivate my team with full compliance to policies & procedures. I commit to building relationships with my team and guests built on trust and mutual respect. I take a strong sense of personal responsibility for my work, and am deeply committed to my team and guests and to the quality of my work. I bring optimism, energy, enthusiasm and a contagious positive "can do" attitude to all of my work in addition to an innate sense of humor to lighten the atmosphere, as appropriate. I recognize that life and work is in a constant state of flux and so I try to be flexible to changing requirements. I like to encourage people to stretch, offering compassionate challenge and strong support to each guest. I also encourage my team to bring more of their authentic selves into being and to develop their potential. I am committed to lifelong learning, continuous improvement, helping teams move forward, delivering their desired results and making a positive difference to people's work and lives.

HOTEL DESCRIPTION

Budget Segment Bed & Breakfast with complimentary Wi-fi Hotel Formule1 Ahmedabad, a Rest Assured hotel

by the world's leading hotel operator Accor, is located amidst shopping and business hub and is centrally located. The hotel features 132 compact and stylish rooms. The hotel offers free Wi-Fi, 24/7 security, express check-in, check-out, refreshing breakfast, 24/7 vending machine, quality beds and LED shower. It is walking distance to the elite business and shopping area of Ahmedabad making it very convenient for both business as well as leisure travellers

Room size: 147 sq. ft./13.8 sq. mt. 69 double rooms, 31 standard rooms with bunk

bed, & 32 twin rooms. Loyalty program: Payback Low carbon footprint hotel

Team Management

My team consists of 5 in Front office, 1 in Reservation, 6 in Housekeeping including Team leader, 4 in Maintenance, and 2 in Security.

Recruitment: I look for the right aptitude and attitude in the candidate as a common criterion irrespective of his/her area of interest. Aptitude is the skill which defines the candidate’s ability and willingness to perform the task. Attitude enables us to judge one’s response either positive or negative and perspective towards a situation, a certain idea, person or object.

Training & Orientation: We do have orientation program. It consists of Welcome to Accor, Formule1 Brand presentation, Grooming, Phraseology & Telephone Etiquettes. After this generic session, we have induction plans for front office & housekeeping where he/she is assigned under a senior associate.

Audit & Control Check: It is an ongoing process where trainings and audits are done to check or control and accordingly corrective measures are taken. We have SOPs to roll out the procedures, further checklists to control and then audits to check. After audit training need analysis is prepared to further streamline the process.

Team Motivation: We organize team outings depending upon the occupancy; birthday celebration; distributing gift vouchers for maximum payback enrollments & feedback forms & smile of the month and festival celebrations.

Building Management

Property round AMCs monitoring Licenses monitoring Maintenance follow up Internet Protocol Closed-circuit television monitoring Fire alarm system monitoring Security and observation Control Panel

Loyalty Program - Payback

Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-140

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POINTS

POINTSSeries2Series3Series4

This graph represents the points (blue) earned by the guest at Formule1 Ahmedabad as compared to Payback new (purple), Future group new (Green) and Make my trip (maroon). It shows that Payback has got maximum loyal customers from Formule1 Ahmedabad

Loyalty Program - Payback

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TRANSACTIONS

TRANSACTIONSSeries2Series3Series4

This graph represents the transactions (blue) happened at Formule1 Ahmedabad as compared to Payback new (purple), Future group new (Green) and Make my trip (maroon). The transactions are based on the occupancy percentage of the hotel. It also shows that we were in close competition with other Payback groups in Jan-Mar’14 but gradually picked up and was much ahead with other Payback groups.

Loyalty Program - Payback

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CUSTOMERS

CUSTOMERSSeries2Series3Series4

This graph represents the customers enrolled (blue) at Formule1 Ahmedabad as compared to Payback new (purple), Future group new (Green) and Make my trip (maroon). It shows the number of enrollments have increased from January’14 to July’14.

Loyalty Program - Payback

Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-140

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SPENDS

SPENDSSeries2Series3Series4

This graph represents the spends of a customer (blue) at Formule1 Ahmedabad as compared to Payback new (purple), Future group new (Green) and Make my trip (maroon). It shows that Payback has got maximum card swiping at Formule1 Ahmedabad from January’14 to July’14.

Guest feedback Summary

Internal Guest Feedback Summary (Feedback forms)

CriteriaExcellent Good Average Poor

Overall Experience 56% 40% 4% 0%

Service at Reception 56% 34% 10% 0%

Courteousness of Staff 53% 42% 5% 0%

Sleep Experience 56% 36% 7% 1%

Shower Experience 56% 34% 9% 1%

Wi-Fi Connectivity 46% 34% 18% 2%

Breakfast Experience 37% 36% 23% 4%

Safety & Security 61% 38% 02% 0%

Total 53% 37% 9% 1%

My Achievements

Targets achieved for Le Club in previous organizations, i.e., Ibis Nashik – The target was of

TripAdvisor ranking from 54% to 67% till date – When I joined in Feb’14 the percentage was 54% and with my team’s efforts we have reached at 67%

Hotel received Loyalty team award from Payback in July 2014 – As shown in the graphs, we have put great efforts to promote Payback as our loyalty program in India and that’s the reason we received “Loyalty team award” in July 2014.

Maximum Payback enrollments amongst Formule1 India – As shown in the graphs, Formule1 Ahmedabad has done maximum enrollments for loyalty program.

Trained Reservation Executive for Operations Team Leader position – I have trained Reservation executive for Operations Team leader and now he is ready to move within Formule1 or could be transferred within Accor.

My Future Committments

To increase the TripAdvisor ranking To maintain the consistency for Payback enrollment and redemption To develop team for next positions available in Accor Self-development on Sales & its strategy to root Formule1

Ahmedabad in the challenging territory 100% compliance in upcoming audits Prepare for the next level – Hotel manager