Ibrahim Hudnah
Riyadh
Summary
Accomplished professional with extensive expertise in operational leadership, team supervision, and strategic scheduling. Demonstrates proficiency in performance benchmarking, guest experience mastery, and managing VIP relations with a focus on exceptional service. Skilled in conflict resolution, personalised service design, and revenue growth through strategic upselling and market positioning. Adept at financial accuracy, billing, process engineering, workflow optimisation, SOP development, and resource management. Proven ability to manage stakeholder relations in dynamic environments and coordinate inter-departmental efforts for brand advocacy. Proficient in systems such as Opera PMS and Microsoft Office 365. Committed to enhancing guest experiences through talent development and service recovery initiatives while driving success through teamwork facilitation.
Overview
6
6
years of professional experience
Work History
Front Office Supervisor
JW Marriott
Riyadh
03.2025 - Current
- Strategic Oversight: Lead and empower the front office team to deliver flawless service in line with global luxury standards.
- Service Recovery: Act as the primary point of escalation for complex guest issues, ensuring swift resolution and long-term loyalty.
- Operational Flow: Implement innovative check-in/out protocols to enhance efficiency and minimize guest waiting periods.
- Financial Integrity: Oversee all front-end financial transactions, room charges, and billing concerns, ensuring 100% compliance with internal audit policies.
- Talent Development: Coach and mentor staff on brand standards, professional communication, and sales excellence.
Guest Experience Expert (Front Desk, Guest Relations & Executive Lounge)
JW Marriott
Riyadh
01.2024 - 03.2025
- VIP Journey Management: Curated end-to-end personalized experiences for high-profile guests and Executive Lounge members, ensuring they feel valued and attended to.
- Relationship Building: Built strong, tailored relationships with repeat guests and managed special occasions with personalized touches.
- Revenue Generation: Championed upselling initiatives and promoted hotel amenities, contributing to ancillary revenue.
- Feedback Integration: Monitored and analyzed guest feedback to implement continuous service improvements and quality control.
- Lounge Operations: Oversaw the preparation and presentation of premium services in the Executive Lounge, maintaining a high-tier atmosphere.
Front Office Supervisor (Pre-Opening)
Sofitel Shahd Al Madinah
09.2023 - 01.2024
- Foundation Building: Played a pivotal role in the operational setup, staff scheduling, and workflow design during the hotel’s critical pre-opening phase.
- Standards Development: Authored and implemented Standard Operating Procedures (SOPs) to ensure consistent service excellence from day one.
- Performance Reporting: Prepared comprehensive reports on guest feedback, occupancy rates, and operational metrics for senior management.
Guest Service Agent
Sofitel Shahd Al Madinah
04.2022 - 09.2023
- Excellence in Execution: Managed high-volume guest interactions, reservations, and payments with professional warmth.
- Efficiency Advocacy: Partnered with housekeeping and maintenance teams to ensure zero-lag room readiness and guest comfort.
Sandwich Maker
KFC Restaurant
06.2020 - 10.2020
Education
Diploma - Hospitality & Tourism Management
College of Tourism and Hospitality
12.2022
Professional Internship - Cross-Training
IHG Academy
12.2022
Skills
Hospitality Operations: Front Office Supervision, Opera PMS (Expert), Night Auditing, and Guest Journey Design
Leadership & Team Management: Strategic Scheduling, Performance Benchmarking, Employee Training, and Workflow Optimization
Guest Experience & VIP Relations: VIP Relations Management, Advanced Conflict Resolution, and Service Recovery Strategies
Financial & Revenue Management: Strategic Upselling, Financial Accuracy & Billing, and Market Positioning
Communication & Technical Skills: Microsoft Office 365 (Expert), POS & Reservation Systems, and Inter-departmental Coordination
Financial & Revenue Management: Strategic Upselling, Financial Accuracy & Billing, and Market Positioning
Communication & Technical Skills: Microsoft Office 365 (Expert), POS & Reservation Systems, and Inter-departmental Coordination
Accomplishments
- Elite Leadership: Multiple-time recipient of Employee of the Month for leadership and operational results (2023-01-01 to 2025-03-01).
- Revenue Champion: Consistently recognized as Top Upseller across properties for driving financial growth.
Custom Section
Opera PMS (Expert), Microsoft Office 365 (Word, Excel, PowerPoint), POS & Reservation Systems, Leadership, Multi-tasking, Working under Pressure, Teamwork, Arabic, Native, English, Professional Working Proficiency
Websites, Portfolios and Profiles
https://www.linkedin.com/in/ibrahim-hudnah-84bb72237?utm_source=share_via&utm_content=profile&utm_medium=member_ios
Languages
English
Advanced
C1
Timeline
Front Office Supervisor
JW Marriott
03.2025 - Current
Guest Experience Expert (Front Desk, Guest Relations & Executive Lounge)
JW Marriott
01.2024 - 03.2025
Front Office Supervisor (Pre-Opening)
Sofitel Shahd Al Madinah
09.2023 - 01.2024
Guest Service Agent
Sofitel Shahd Al Madinah
04.2022 - 09.2023
Sandwich Maker
KFC Restaurant
06.2020 - 10.2020
Diploma - Hospitality & Tourism Management
College of Tourism and Hospitality
Professional Internship - Cross-Training
IHG Academy