Sulaiman Al Shahrani
Saudi Arabia,Riyadh Region
Summary
Dynamic and customer-service oriented professional with a strong foundation in guest relations operations and VIP guest experience. Demonstrates exceptional communication, emotional intelligence, and leadership skills, ensuring adherence to hotel brand standards. Proficient in MS Office, Opera PMS, OnQ System, and HMS system, with expertise in night auditing and sales ledger control. Adept at multitasking and prioritization, with a proven track record in suggestive up selling and complaint resolution. Committed to enhancing public relations through effective collaboration and flexible problem-solving strategies.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Front Office Manager
Artal Hotels Company
Riyadh , Saudi Arabia
11.2024 - Current
- Assisted in budget planning which helped control expenses effectively.
- Streamlined check-in and check-out processes with upgraded systems.
- Promoted up-selling strategies among the team that elevated revenue generation significantly.
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
- Increased efficiency through effective scheduling of front office staff.
- Streamlined hotel operations by implementing efficient management strategies.
- Trained new staff for enhanced service delivery.
- Improved team efficiency by implementing strategic performance management systems.
- Qualified sales leads and lead sales tours whenever Sales Manager was not on property.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
- Ensure compliance with safety and security regulations
- Monitor and maintain front office supplies and inventories
- Maintain accurate records of guest stays and room assignments
Front Office Supervisor
Mandarin Oriental Al Khozama investment
Riyadh, Saudi Arabia
11.2019 - 11.2024
- Optimised team morale by executing effective performance management, reducing staff turnover by 40%.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Ensured smooth and efficient running of shift, delivering daily shift briefings to advise team of special events or VIP guests.
- Led team of 8 employee front office staff to deliver friendly, engaging and efficient front office service in 330-rooms with two separated buildings.
- Oversaw front desk agents in providing smooth and efficient service in compliance with hotel brand standards.
- Provided outstanding guest experience, ensuring team members had current knowledge of hotel products, services and policies.
- Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
- Ensured highest level of service was presented to arrival guests
- Maintained high standards of accuracy and quality in data entry and recordkeeping.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Cross training in revenue department between 15/06/2023 to 20/09/2023
Receptionist Agent
Hilton Worldwide Hilton Riyadh Hotel & Residences
Riyadh, Saudi Arabia
03.2018 - 11.2019
- Welcome guests as guests arrive at one of the biggest hotel in riyadh
- Daily duty's include checking guest in and out, issuing keys taking reservations by telephone or email
- Hilton university courses that gives employees empowerment and knowledge to be a leader
- Issued visitor and contractor passes and recorded visits on security system.
- Managed calendars, strategically scheduling appointments to maximise availability.
- Answered telephone enquiries from clients, vendors and public and deal with complaints.
- Reduced waiting times through effective time and resource management.
- Updated Salesforce records to improve data quality.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Developed excellent working knowledge of industry trends and improvements in processes.
Receptionist
Holiyday inn Al Qasr Al Hokair company
Riyadh, Saudi Arabia
03.2016 - 03.2018
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Represented company and promoted brand with exceptional service and presentation.
- Provided clerical support to company employees, including copying, faxing and file management.
- Resolved issues swiftly and efficiently in a friendly, supportive manner.
- Answered 90% telephone calls per day, compiling detailed notes and promptly forwarding as required.
- Kept reception area clean and organised to uphold professional office reputation.
- Issued visitor and contractor passes and recorded visits on security system.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
Education
Diploma degree - Hospitality industry
Umm-Al-Qura University
Makkah, Mecca Region01.2021
Skills
- Flexible
- Customer-service orientated
- Confidence
- Communication
- Emotional intelligence
- Leadership
- VIP Guest experience
- MS Office proficiency
- Multitasking and prioritization
- Collaboration
- Opera PMS/ OnQ System/ HMS system
- Hotel brand standards
- Night Auditing
- Guest relations operations
- Sales ledger control
- Suggestive up selling
- Public Relation
- Complaint resolution
Certification
- Hospitality and tourism management
International College of Tourism and Management - ITM College Austria
- Hospitality Experience program
les roches marbella spain global hospitality education/ Ministry of tourism
- Business Management course
11 months training provides education training services.
- Hotel Management course
6 months training program providing the trainees with skillful criteria that enable to operate and run the administrative positions/ Saudi Entertainment Academy (SEA)
- English Course
Al-khaleej language institute-direct English
- Barcelona School of tourism, Hospitality and Gastronomy
Revenue Management Online Course
- Intertek Cristal Training Course
Risk and Crisis Management
- Revenue Management
Service Quality Management - VIP Customer service
Ministry of tourism
Communicating with confidence
Ministry of tourism
Accomplishments
Rebranding of Mandarin oriental hotel certificate 2024
Pre-opening certificate 2018
Employee of the month on May 2017
Superstar By General manger Ferenc Horvath 2016
Employee of the month on November 2015
Languages
Arabic
Native language
English
Upper intermediate (B2)
Chinese (Mandarin)
Beginner
A1
References
References available upon request.
Timeline
Assistant Front Office Manager
Artal Hotels Company
11.2024 - Current
Front Office Supervisor
Mandarin Oriental Al Khozama investment
11.2019 - 11.2024
Receptionist Agent
Hilton Worldwide Hilton Riyadh Hotel & Residences
03.2018 - 11.2019
Receptionist
Holiyday inn Al Qasr Al Hokair company
03.2016 - 03.2018
Diploma degree - Hospitality industry
Umm-Al-Qura University
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