Nhila YASSINE

En résumé

Entreprises

• Rixos - Hotel Night Manager

  2014 - maintenant My Nine years experience in the hospitality industry has taught me how to meet and exceed each customer's expectations with service that sells! I have assisted all types of customers in all types of settings. I realized that acquiring and maintaining loyal repeat business as well as spreading the word of your business through these loyal patrons is of the utmost importance in every company. Positioning a company for better exposure and greater marketability is a task that I have performed with success many times.
  
  Currently, I am employed at Rixos Bab Al Bahr in Ras Al Khaimah UAE, as a Night Manager and have acquired vast knowledge in Guest Services. With the efforts of achieving the highest standard of services, consistence in supervision, guidance and always meeting guest expectations.
  
  I have a strong vision of how i might be a part of your team and I’m positive that i will be able to maximize my skills and enhance my experience in a progressive institution that offers opportunities for advancement and progress.
  

• Kempinski - Assistant Front Office Manager

  Munich 2012 - maintenant Responsibilities:
  
  * Responsible for the overall Front Office operations & controls a management of
  31 employees from all different cultures
  * Successfully scoring a 95% for LQA Audit'2013 for Front Office together with
  the Front Office Manager and the team.
  * Maximizing hotel revenue by controlling room inventory, group blocking,
  packages, up selling, increase the late charge policy and double occupancy to
  maximize the REVPAR.
  * Preparing the duty schedule for the departments guaranteeing the quality towards
  the service provided to the guest and re-evaluating work flows to improve the
  organization.
  * Developing departmental training and activities in order to continuously improve
  team member's skill and knowledge.
  * Developing and maintaining a motivational working environment within the
  department.
  * Spot checking of cash floats and related documents to ensure amount is correct
  as issued by the accounts department.
  * Handling relevant feedback or complaints of hotel guests.
  * Providing assistance and friendly gesture to local representatives of tour
  operators and travel agencies; forward any relevant comments to the Sales/
  General Manager.
  * Training local staff on the company SOP's to maintain brand standard.
  * Cross training of staff in all sections like reception, concierge, business centre,
  housekeeping and reservation.
  * Maintaining high visibility during peak period in order to ensure smooth running
  of operations, promoting good public relations, taking corrective actions and
  handling of customers complaints to ensure their satisfaction.
  * Creating SOP's with written and formulated the basic talk lines as per the LQA
  standards.
  * Conducting interviews with future employees, Identifying training needs,
  developing and managing performance.
  * Conducting daily walk through to ensure quality standards.
  * Maintaining a high visibility with guests and employees, handle customers'
  complaints and take corrective action.
  
  * Setting short term and long term measurable objectives to continually improve
  service levels.
  
  
  * Taking in charge of the Hotel Operation as a Manager on Duty during the week.
  
  * Responsible for the hotel during the night in the absence of the management of
  the hotel 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.
  * Responsible for the hotel security at night and knowledgeable about preventive
  maintenance and emergency procedures.
  * Actively elicit guest feedback and preferences, regarding hotel services and
  ensure action is initiated on the same to maximize guest satisfaction.
  * Provides supportive functional assistance to all departments particularly Front
  Office
  * 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 and selling companies loyalty program, Food &
  Beverage events / in house facilities and hotel.
  * 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.
  * Reacts to situations as needed to ensure that guests receive prompt, cordial
  attention and personal recognition throughout the hotel. Responds to guests needs
  and resolves related problems.
  * Management of Duty Manager Log, providing timely information to all relevant
  parties and ensuring best glitch recovery practice.

Formations

Réseau

• Benhmida MOHAMMED

• Hassnani HAMID

• Karima DOUNIA EL MRINI

• Nabil BENCHEQROUN

• Nathalie ORHAN