Chalhaj MUSTAPHA

En résumé

Entreprises

• Starwood Hotels & Resorts - Directeur de Front Office Operation

  Lancaster 2012 - maintenant • Handle overall Front operations and house keeping to maintain productivity and profitability
  • Perform managerial tasks to ensure daily quotas are met or exceeded
  • Participate in strategic planning activities and translate strategic decisions into front operational plans
  • Implement with sales, promotional programs and public and community
  • Participate with Revenue and Sales for all plans, forecasts and targets and submit adjustments for approval as required
  • Spot checking of hotel rooms public area to ensure standards are maintained
  • Participate in quarterly on boarding orientation for new front office employees
  • Oversee trainings of front desk staff, Uniform staff in policies, procedures and computer programs for all companywide locations.
  • Ensure compliance with all front office operational procedures
  • Perform other diverse duties as requested or required
  • Performs all duties as assigned by the Manager
  • Spot-checking of Guest rooms and public areas to ensure standards are maintained.
  • Ensure correct staffing levels during peak and low occupancies.
  • Ensure strong communications between all departments.
  

• Radisson Bleu Hotel Fujairah Resort & Spa - Front Office Manager

  2010 - 2012 • Manage operation of the Front office and ensure that policies procedures are complied with the highest standard of service and guest satisfaction.
  • Review Rooms availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and lease on all groups movements.
  • Monitor open and close on daily status to maximize room revenue and demonstrate the concept of yield management
  • Ensure that budget and cost effectiveness at the Front Desk is achieved. Work with Housekeeping and Engineering on daily operations regards to guestroom status.
  • Resolves room discrepancies.
  • Conduct employee interviews and evaluations.
  

• Mazagan Beach Resort - Attaché de Derection

  El Jadida 2009 - 2010 • Ensure compliance with all front office operational procedures
  • Manage operation of the Front office and ensure that policies procedures are complied with t the highest standard of service and guest satisfaction.
  • Resolves room discrepancies.
  • Assist Front Desk Agents with daily shift audit and ensure all audits are correct.

• Intercontinental Hotels Group - Duty Manager

  Atlanta 2007 - 2009 * Member of the pre-opening team *
  * Provide Trainings for Front Office staff and concierge. ;
  * Supervise all Front Office employees (Front Desk, Guest Service, Concierge, Transportations, Telephone Operator) ensuring guests are received in a professional and friendly manner;
  * Ensure that the guest receives the accommodation he/she is expecting according to Brand Standards
  * Use Front Office Systems, process accounts from check-in through checkout, ensure posting of Food & Beverage and ancillary charges, deal swiftly, efficiently and sensitively to guest complaints and follow through. ;

• The Ritz Carlton Luxury Hotel Doha, Qatar - Rooms Controller & Shift Leader

  2006 - 2007 * Assist with making walk in direct reservations and coordinate with reservation for all bookings made
  * Ensure all bookings made adhere to Big White Central Reservations payment and cancellation policies
  * Ensure high level of customer service is maintained at all times by all Front Desk staff
  * Assist with cash, credit card and debit card payments when necessary
  * Assist with all incoming telephone calls to Front Desk lines
  * Assist guests with all questions and reasonable requests
  * Assist Front Desk Agents with daily shift audit and ensure all audits are correct. ;

• The Ritz Carlton Luxury Hotel Doha, Qatar - Guest Service Agent

  2004 - 2005 * Greet and register incoming guests and Process guest folios and collect payment ;
  * Administer and manage cash handling responsibilities ;
  * Handle guest requests and concerns promptly and with courtesy
  * Assist guests with any inquiries regarding local entertainment, restaurants or transportation
  * Maintain efficient and effective flow of information with guests and all internal departments
  * Handle additional duties as needed by guests or management
  * Administer and manage cash handling responsibilities ;
  * Handle guest requests and concerns promptly and with courtesy
  * Assist guests with any inquiries regarding local entertainment, restaurants or transportation
  * Maintain efficient and effective flow of information with guests and all internal departments ;

• One & Only Royal Mirage Dubai, UAE - Front Desk Agent

  2003 - 2004

• One & Only Royal Mirage Dubai, UAE - Shop Assistant

  2001 - 2003 Shop Assistant * Member of the pre-opening team *

Formations

• IHEES (Casablanca)

  Casablanca 1998 - 2000 Hotel Management
  
  Graduate'' in Hotel Management - IHEES Casablanca.

• Hassan II University Casablanca (Casablanca)

  Casablanca 1996 - 2000 Bachelors Degree
  
  Law

• High School (Casablanca)

  Casablanca 1993 - 1996 Diploma
  
  degree in English Literature (Casablanca College)

Réseau

• Abdelaziz OUMEZITI

• Abdellatif BOUMAIZE

• Delphine FREMY

• Lmf CONSULTING

• Marie Hélène MARSAULT-ISMAN

• Patrick BOEUF

• Raphael DELAPLACE MRICS

• Sanae EL YAZIDI

• Sylvie ROCHART

• Wafaa EL WAHBI