Hamada Abdelhakam
Makkah
Summary
A passionate hotelier with 11 years of experience in Luxury & premium hotel brands of 1325 keys in one of the busiest cities Makkah KSA. My focus is to bring out the best practices of guest and employee experiences that will remain the successor of hospitality KPIs in a rapidly changing world.
Overview
21
21
years of professional experience
1
1
Certification
Work History
ACTING HOTEL OPERATIONS MANAGER
ACCOR HOTELS & RESORTS MÖVENPICK
Makkah
04.2023 - 02.2024
- Attend daily ExCom (Executive Committee) meetings, contributing to operational and strategic discussions
- Collaborate closely with the General Manager (GM), providing regular updates and acting as their representative during quality and operations meetings in their absence
- Develop and execute operational strategies aligned with the hotel's goals and brand standards
- Lead, coach, and mentor department managers to ensure effective execution of strategies and departmental success
- Oversee and enhance the guest experience, ensuring alignment with the brand's Quality Assurance Program, LQA (Leading Quality Assurance), and Reputation Performance Scores (RPS)
- Conduct weekly Quality and Operations Meetings to review performance, address challenges, and set improvement plans
- Proactively monitor and review hotel products, services, and procedures to maintain service consistency and quality
- Set and monitor action plans to address any shortfalls in LQA standards, ensuring continuous improvement
- Regularly perform Self-Assessments and analyze internal audit data to identify and resolve quality issues
- Plan, direct, and coordinate service delivery across key operational departments, including: F&B / Rooms (HK/FO) / Reservations / Kitchen Operations
- Monitor and ensure adherence to ACCOR Core, Mövenpick Core, ALLSAFE Standards, and other brand quality benchmarks
- Drive operational excellence by fostering collaboration between departments and implementing consistent improvement initiatives
- Drive employee engagement strategies to foster a positive workplace culture and align with the brand's 'All Heartists' philosophy
- Mentor and develop staff at all levels to ensure alignment with quality and service goals
- Promote and encourage team participation in online training and development programs to uphold high operational standards
- Support the GM in managing key financial metrics, including: Expenses management, Profitability analysis, and Budget performance tracking
RESERVATIONS MANAGER I/C OF REVENUE
ACCOR HOTELS & RESORTS MÖVENPICK
Makkah
01.2020 - 04.2023
- Work closely with, General Manager (GM), and other key leaders to align pricing, forecasting, and budgeting strategies with revenue and profit goals
- Proactively monitor online travel agency (OTA) channels, rate positioning, and booking trends to recommend appropriate actions
- Ensure that all inventory systems, such as PMS and IDeaS Revenue Management tools, are optimized for accurate analysis and revenue generation
- Lead and develop the Reservations team to meet performance benchmarks and achieve revenue targets
- Oversee the team's training in product knowledge, ensuring seamless customer service and operational efficiency
- Supervise daily operations, ensuring the effective management of contracts, group bookings, and dynamic pricing strategies
- Facilitate and attend weekly and monthly revenue meetings, providing analytical insights and reports for decision-making
- Ensure effective communication across departments, keeping all stakeholders updated on market trends, changes, and operational strategies
- Collaborate with sales and operations teams to align inventory and rate management strategies for consistent implementation
- Monitor and analyze competitor activities, market trends, and customer behavior to refine strategies
- Generate periodic reports on segment performance, booking patterns, and forecasting accuracy to aid strategic decisions
- Continuously update key systems (e.g., IDeaS Revenue Management) and maintain accurate rate and availability charts
- Maintain high service standards by monitoring team performance and conducting training sessions or refresher courses
- Address overbooking situations by securing external accommodations for guests when necessary
- Conduct staff evaluations, interviews, and performance reviews to maintain a motivated, high-performing team
- Foster a positive work environment through effective communication, morale-boosting activities, and action plans for staff satisfaction and retention
- Provide ongoing training, coaching, and development to ensure team members stay current with industry standards
FRONT OFFICE MANAGER
ACCOR HOTELS & RESORTS MÖVENPICK
Makkah
04.2012 - 01.2020
- Supervised daily operations across all Rooms Division sections (Front Office, Concierge, Valet Parking, Business Center, Kids Club, Massage Room, and Housekeeping), managing 312 employees to ensure seamless and efficient operations
- Directed and optimized housekeeping operations, successfully reducing costs through process improvements and efficient resource management while maintaining high service standards
- Oversaw room allocations for arrivals and departures, ensuring that the Front Office and Housekeeping collaborated effectively to provide smooth guest experiences, timely room readiness, and efficient turnover.
- Conducted regular room inspections to enhance room condition standards, ensuring superior guest satisfaction, and compliance with brand quality expectations.
- Personally verified guest satisfaction, managed VIP experiences, and resolved guest complaints to uphold service quality and privacy
- Improved guest satisfaction scores through detailed analysis, action plans, and consistent enhancements in room conditions, cleanliness, and service delivery
- Proposed and implemented innovative ideas to elevate guest experiences, service methods, and operational equipment
- Reformed recruitment, training, and performance management while reducing labor turnover within budgeted parameters
- Prepared and implemented SOPs for Front Office and Housekeeping in alignment with company standards approved by Hotel Management and Head Office in Switzerland
- Awarded 'Best Trainer 2017' for exemplary staff development and training initiatives, fostering a high-performing and motivated workforce
- Mentored managers, identified team training needs, and set development plans to enhance overall team performance
- Fostered a collaborative and positive work culture, driving morale, teamwork, and operational excellence
- Developed and executed annual operating budgets, Manpower control for all sections and long-term financial plans aligned with business objectives
- Reduced operational costs for Housekeeping and overall Rooms Division while maintaining high service standards and operational efficiency
- Monitored departmental profitability, identified problem areas, and implemented corrective measures to improve revenue performance
- Conducted ongoing room inspections and evaluations to improve room conditions, ensuring adherence to brand standards
- Collaborated with the Director of Housekeeping to enforce operational standards, optimize cleaning schedules, and enhance guest satisfaction
- Established and maintained SOPs to streamline operations and uphold consistent quality across departments
- Partnered with the Director of Revenue to maximize room revenue and gross income through strategic pricing, inventory management, and efficient room allocations
- Implemented proactive up-selling techniques and ensured consistent application across departments to enhance revenue
- Participated in public relations initiatives, sales calls, and promotional activities to strengthen the hotel's image and profitability
FRONT OFFICE MANAGER IN CHARGE OF HK
CARNELIA BEACH RESORT
MARSA ALAM
01.2011 - 12.2011
- Administered front office operations while supervising a high-performing team
- Conducted daily briefings to ensure alignment and performance among front office staff
- Oversaw seamless check-in and check-out processes to enhance guest satisfaction
- Monitored online and internal hotel ratings to identify areas for service enhancement
ASST. FRONT OFFICE MANAGER IN CHARGE & NIGHT MANAGER
TOPAZ CLUB & SAPPHIRE SUITES HOTELS & RESORTS
HURGHADA
11.2009 - 01.2011
FRONT OFFICE MANAGER IN NILE CRUISES
JAZ & IBEROTEL HOTELS & RESORTS & CRUISES
01.2007 - 01.2009
SENIOR RECEPTION ACTING FO. SUPERVISOR
INTERCONTINENTAL HOTELS & RESORTS
HURGHADA
07.2004 - 04.2006
FRONT OFFICE CLERK
SHERATON HOTELS & RESORTS SOMA BAY RESORT
SOUTH HURGHADA
11.2003 - 04.2004
FRONT OFFICE CLERK
HILTON HOTELS & RESORTS
HURGHADA
10.2002 - 11.2003
Education
MASTER DEGREE IN PUBLIC LAW & ISLAMIC SHARIA -
CAIRO
Cairo, Egypt01.2010
BACHELOR OF FACULTY OF LAW STUDIES -
CAIRO- UNIVERSITY
Cairo, Egypt01.2006
BACHELOR OF LANGUAGE & TRANSLATION -
COLLEGE, GERMAN DEPARTMENT
Cairo, Egypt01.2001
Skills
- Operation Management
- Reservations Management
- Revenue Management
- Financial Analysis
- Guest Experience Management
- Staff Training and Development
- Opera Cloud Versions, and Fidelio
- OTA's Bookings engines & Platforms
- IDEAS Revenue Management System
- MS Office
- Leadership
- Team Player
- Problem-Solving
- Communication
- Flexibility
- Reliability
- Guest Complaint Handling
Certification
- Best performance Revenue business mix 2022 & 2023
- Hotel coordinator of Owning Company Rental pool & Condo units
- ACCOR Live APPS certified
- IDEAS Revenue Management system certified
- Certified Departmental FO Trainer
- Lobster Ink - Certified Front Office Professional 2017
- Trainer & Ambassador of Circle M
- Essential Management Techniques
- Management by Objectives
- TSA Front Desk Upselling performance program coordinator
- On Job Training Certified
- Sustainability (Shine)
- Six Sigma Program (SSP)
Languages
Arabic : Mother Tongue .
English : Very Good in Command (Spoken & written) .
German : Very Good in Command (Spoken & written) .
References
Available upon Request
Timeline
ACTING HOTEL OPERATIONS MANAGER
ACCOR HOTELS & RESORTS MÖVENPICK
04.2023 - 02.2024
RESERVATIONS MANAGER I/C OF REVENUE
ACCOR HOTELS & RESORTS MÖVENPICK
01.2020 - 04.2023
FRONT OFFICE MANAGER
ACCOR HOTELS & RESORTS MÖVENPICK
04.2012 - 01.2020
FRONT OFFICE MANAGER IN CHARGE OF HK
CARNELIA BEACH RESORT
01.2011 - 12.2011
ASST. FRONT OFFICE MANAGER IN CHARGE & NIGHT MANAGER
TOPAZ CLUB & SAPPHIRE SUITES HOTELS & RESORTS
11.2009 - 01.2011
FRONT OFFICE MANAGER IN NILE CRUISES
JAZ & IBEROTEL HOTELS & RESORTS & CRUISES
01.2007 - 01.2009
SENIOR RECEPTION ACTING FO. SUPERVISOR
INTERCONTINENTAL HOTELS & RESORTS
07.2004 - 04.2006
FRONT OFFICE CLERK
SHERATON HOTELS & RESORTS SOMA BAY RESORT
11.2003 - 04.2004
FRONT OFFICE CLERK
HILTON HOTELS & RESORTS
10.2002 - 11.2003
MASTER DEGREE IN PUBLIC LAW & ISLAMIC SHARIA -
CAIRO
BACHELOR OF FACULTY OF LAW STUDIES -
CAIRO- UNIVERSITY
BACHELOR OF LANGUAGE & TRANSLATION -
COLLEGE, GERMAN DEPARTMENT
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