NAIF ALSHEHRI
Riyadh,Saudi Arabia
Summary
Accomplished professional with expertise in hotel management and hospitality operations, specializing in guest relations and customer satisfaction. Proven track record in leadership and staff management, driving team performance and compliance with policies and guidelines. Skilled in business development, with a focus on enhancing customer satisfaction indices and KPIs. Dedicated to fostering a culture of excellence and continuous improvement within the hospitality industry.
Overview
8
8
years of professional experience
4048
4048
years of post-secondary education
Work History
Assistant Revenue Manager
Crowne Plaza RDC Hotel & Convention Center an IHG
Riyadh
12.2024 - Current
- Updated internal systems with accurate, current data to maintain analysis integrity.
- Compiled industry data on competitor pricing, materials costs and supply chain issues to help set accurate pricing.
- Drove sales activity to deliver against revenue and marketing objectives.
- Monitored commercial performance to improve forecasting and budget strategy.
- Defined analysis methods and tools to enhance performance benchmarking across revenue streams.
- Optimized revenue opportunities by continuously analysing performance metrics.
- Coordinated with sales team to develop strategic promotions and packages.
- Set and implemented pricing to drive performance and return on investment.
Senior Duty Manager
Crowne Plaza RDC Hotel & Convention Center an IHG
Riyadh
12.2022 - 12.2024
- Managed team of 30 as the hotel duty manager.
- Accountable for successful achievement of the hotel customer service KPI's (eg. guest satisfaction index)
- Ensure guest relations and hotel staff complains to IHG customer service policies, procedures and guidelines.
- Acting as hotel manager of 400 staff in the absence of the hotel general manager.
- Work as liaison between guest relations, sales and reservations teams to insure smooth services for special hotel guest and large business groups.
- Initiated and implemented plans to improve guest relations, quality standards and service efficiency.
- Improved hotel stuff performance by conducting reviews, KPI's data analysis, training sessions and boosting staff motivation.
- Handled to guests complaints with speed and knowledge, to protect brand reputation.
- Liaised with internal and external auditors and prepared facilities to support successful business audits.
Hotel Manager
Boudl Hotels & Resorts Company
06.2022 - 12.2022
- Managed the soft opening and commissioning of operations and services of the newly built hotel.
- Led the business development activities for hotel services; such as large groups, weddings, seminars, conferences and other events.
- Developed long-lasting relationships with vendors.
- Developed and optimized rate plans and worked with revenue manager to boost occupancy and average achieved rooms and facilities revenues.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Enforced health and safety procedures to prioritise staff and customer wellbeing.
- Managed hotel budgets through careful planning and business strategy.
Human Resources Manager
Bayat Hotel Services Company
05.2021 - 05.2022
- Led 5 Human Resources team members to provide HR and payroll services to more than 250 hotel stuff.
- Provided strategic direction for human resources management team.
- Led the human resources department in the annual employee review process to manage performance merit increases.
- Worked collaboratively with heads of departments to establish organizational objectives and strategies while promoting performance and productivity improvements.
- Coordinated awareness meetings, addressing new human resources law updates.
- Supported heads of departments in estimating and validating their departments human resources and recruitment annual needs and budgets.
- Supported heads of departments with new hire orientations and monthly departmental meetings.
- Prepared payroll documentation, liaising with accounting personnel to issue monthly payrolls.
Front Office Manager
Bayat Hotel Services Company
06.2017 - 05.2021
- Led team of 40 front office and hotel services team to deliver friendly, engaging and efficient front office service in 120 rooms hotel.
- Managed, trained and developed front office team to consistently exceed individual performance KPIs.
- Recommended new technology to smoothen front office procedures, cutting check-in times by 50%.
- Adapted to front- and back-office needs to maintain smooth reception services.
- Reviewed front office daily reports and guest feedback forms to identify areas needing improvement, and actioned corrective procedures.
- Led the interviewing and hiring of front office staff.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
Education
Executive Master in International Hotel Management -
Les Roches International School ofHotel Management
Switzerland 10/2022 - 10.2023
Hospitality Experience Program- Specialization in Marketing and Revenue Management
Les Roches International School ofHotel Management
SwitzerlandSwiss Global Cartificate in Hospitality Operations -
Hotel Institute Montreux
10.2022
Professional Master in Human Resources -
United Academy for Training and Managment
05.2022
Bachelor in English Language -
King Khalid University
11.2016
Skills
- Hotel management
- Hospitality operations
- Guest relations
- Customer satisfaction index and KPI's
- Leadership and staff management
- Team performance management and KPI's
- Compliance to policies and guidelines
- Business development
Languages
Arabic
Native language
English
Fluent
Timeline
Assistant Revenue Manager
Crowne Plaza RDC Hotel & Convention Center an IHG
12.2024 - Current
Senior Duty Manager
Crowne Plaza RDC Hotel & Convention Center an IHG
12.2022 - 12.2024
Hotel Manager
Boudl Hotels & Resorts Company
06.2022 - 12.2022
Human Resources Manager
Bayat Hotel Services Company
05.2021 - 05.2022
Front Office Manager
Bayat Hotel Services Company
06.2017 - 05.2021
Executive Master in International Hotel Management -
Les Roches International School ofHotel Management
10/2022 - 10.2023
Hospitality Experience Program- Specialization in Marketing and Revenue Management
Les Roches International School ofHotel Management
Swiss Global Cartificate in Hospitality Operations -
Hotel Institute Montreux
Professional Master in Human Resources -
United Academy for Training and Managment
Bachelor in English Language -
King Khalid University
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