Tawfiq Dada
Jeddah
Summary
The role of the strategic business leader for the property’s Hotel Operations encompasses various responsibilities, including Front Office, Recreation/Health Club, Housekeeping, Food and Beverage/Culinary, and Engineering/Maintenance. This position collaborates with department heads to develop and implement strategies for their respective areas while ensuring that the brand's service strategy and initiatives are effectively executed.
The leader is responsible for ensuring that Hotel Operations meet brand standards and customer needs, promote employee satisfaction, focus on revenue growth, and maximize the financial performance of the department. Additionally, this role aims to foster positive relationships with property owners.
The leader will also develop and implement property-wide strategies that deliver products and services designed to meet or exceed the expectations of both the brand's target customers and employees, ultimately providing a strong return on investment.
I am eager to embrace a challenging role that will allow me to further develop my skills and expand my knowledge for the benefit of the organization. I am committed to making meaningful contributions to both the immediate and long-term objectives of the company.
Overview
19
19
years of professional experience
Work History
Operations Director
Crowne Plaza Jeddah
01.2025 - Current
- Create, upgrade & implement innovated Ideas which is aligned with the latest F&B trends in the Market which attract guests and increase their Satisfaction
- Assist in repositioning & conceptualization of our F&B and culinary landscape
- Assist General Manager in identifying & defining the new outlet concepts
- Make recommendations for capital improvements to enhance the assets of the hotel and/or company and brand loyalty
- Help the General Manager in the development, implementation and monitoring of financial and operational plans for the hotel to ensure optimum guest satisfaction, sales potential and profitability
- Identify additional sales opportunities to enhance revenue
- Analyze guest insights to identify and meet customer expectations and build on guest loyalty regularly communicate with guests to ensure expectations are met
- Helping your General Manager to develop, implement and monitor financial and operating plans to safeguard guest satisfaction and promote profitability
- Direct everyday activities, plan and assign work ensuring you always have the accurate staffing numbers
- Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance
- Establish and achieve quality and guest satisfaction goals. Help guests with their requests and complaints - making sure you maintain a high level of guest satisfaction
- Help prepare the hotel’s annual budget and the setting of departmental goals
- Monitor budget and control expenses with a focus on food, beverage, and labour costs
- Drive promotions that deliver great dining experiences for guests at a good value make sure credit and financial transactions are handled securely
- Ensure a safe and secure environment for guests, team members and hotel assets in compliance with the hotel’s or owner’s policies and procedures and regulatory requirements. Maintain relations with outside contacts.
- Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint
- Manage hotel food and beverage marketing programs and participate in and maintain system-wide food and beverage marketing programs and promotions
- Keep an eye on competitor activity / industry innovation.
- Review and approve menu design and concepts with the Director of Kitchens
- Make sure food and drinks are secure and stored safely - always keep stock replenished to minimize waste
- Handle food and beverage inventory procedures. Determine minimum and maximum stocks for all food, beverage, material, and equipment
- Directing everyday activity to enable your team to deliver exceptional guest experiences
- Building relationships with guests and external contacts such as current and potential clients, government officials, travel industry representatives, suppliers and local communities
- Acting as a key public relations representative in your hotel’s local community
Director Of Rooms
Crowne Plaza Jeddah
01.2022 - 01.2024
- The Director of Rooms is responsible for Executive Housekeeping and Front Office. They manage the general operation of the Housekeeping, Laundry, and Front Office, e.g., Reception, Reservations, Concierge, Switchboard, and Night Management.
- Ensures compliance with all general MVW and specific Front Office and Housekeeping policies, standards, and procedures.
- Oversee rooms and related area operations, including front office, guest services, housekeeping, spa, and Laundry, to ensure a safe, comfortable environment for guests.
- Build and foster division associates.
- Observe room attendants or house attendants to ensure that their duties are completed by established policy and procedure, proper communication with guests is utilized, room assignments or house calls are handled both courteously and professionally and are answered on a timely basis, and the formal greetings are used, guest complaints and problems are directed courteously and professionally, and ensure follow through.
- Build, manage, and maintain a substantial pipeline of qualified opportunities to support target achievement with channel partners.
- Thoroughly research and understand individual market sectors to identify potential customer and partner targets.
- Developing Go-to-Market plans for each channel partner, ensuring the efficient execution of plans.
- Daily supervision of the housekeeping staff.
- I am purchasing, re-ordering, and maintaining housekeeping supplies and inventory.
- Direct everyday activity, plan and assign work, ensuring correct manning levels.
- Develop your team, improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance.
- Ensure the front office provides guests with prompt, efficient service, professional attention, and personal recognition. Ensure that guest satisfaction data is analyzed and plans are developed and implemented to achieve established goals.
- Ensure Laundry provides clean Linen & excellent service for the guest.
- Please make sure housekeeping provides an excellent in-room cleaning service.
- Prepare and submit statistical, performance, and forecast analyses and reports as required.
- Act as central communications point during emergencies/crises; develop relationships with local fire, police, and emergency personnel.
- Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel.
- Ad-hoc duties – unexpected moments when we have to pull together to get a task done
Rooms Manager
Crowne Plaza Madinah
01.2021 - 01.2022
- The Director of Rooms is responsible for Executive Housekeeping and Front Office. They manage the general operation of the Housekeeping, Laundry, and Front Office, e.g., Reception, Reservations, Concierge, Switchboard, and Night Management.
- Ensures compliance with all general MVW and specific Front Office and Housekeeping policies, standards, and procedures.
- Oversee rooms and related area operations, including front office, guest services, housekeeping, spa, and Laundry, to ensure a safe, comfortable environment for guests.
- Build and foster division associates.
- Observe room attendants or house attendants to ensure that their duties are completed by established policy and procedure, proper communication with guests is utilized, room assignments or house calls are handled both courteously and professionally and are answered on a timely basis, and the formal greetings are used, guest complaints and problems are directed courteously and professionally, and ensure follow through.
- Build, manage, and maintain a substantial pipeline of qualified opportunities to support target achievement with channel partners.
- Thoroughly research and understand individual market sectors to identify potential customer and partner targets.
- Developing Go-to-Market plans for each channel partner, ensuring the efficient execution of plans.
- Daily supervision of the housekeeping staff.
- I am purchasing, re-ordering, and maintaining housekeeping supplies and inventory.
- Direct everyday activity, plan and assign work, ensuring correct manning levels.
- Develop your team, improve their performance through coaching and feedback, and create performance and development goals for colleagues - recognize good performance.
- Ensure the front office provides guests with prompt, efficient service, professional attention, and personal recognition. Ensure that guest satisfaction data is analyzed and plans are developed and implemented to achieve established goals.
- Ensure Laundry provides clean Linen & excellent service for the guest.
- Please make sure housekeeping provides an excellent in-room cleaning service.
- Prepare and submit statistical, performance, and forecast analyses and reports as required.
- Act as central communications point during emergencies/crises; develop relationships with local fire, police, and emergency personnel.
- Work closely with key business leaders, officials, and representatives of local community groups within the city to ensure constant high-profile exposure for the hotel.
- Ad-hoc duties – unexpected moments when we have to pull together to get a task done
Front Office Manager
Crowne Plaza Madinah
01.2020 - 01.2021
- Front office manager, your department is the first and last impression a guest has of the hotel, so it’s your job to ensure it’s a good one. Top of the list of responsibilities is to ensure your front desk receptionists are well-trained, friendly and offer a warm welcome and speedy, efficient check-in and check-out service for guests.
- Managing and training the concierge, Guest Service center, Guest relation, Driver, and the team of receptionists
- Ensuring the front desk & all front office department team provides a professional and friendly service for customers
- Dealing with customers, including handling complaints when they come to the desk
- Troubleshooting emergencies
- Scheduling your staff Rota
- Liaising with other departments
- Enhanced our satisfaction score in IHG Heartbeat, Booking.com, and all GSI guest satisfaction indexes.
- Enhanced the problem handling & warm welcome of the guest.
- Implement IHG standards in all front office departments.
IT Manager
InterContinental Hotels Madinah
01.2006 - 01.2020
- This role involves installing, maintaining, and supporting computer communication networks within an organization. As a network engineer, my goal is to ensure the smooth operation of these networks, providing maximum performance and availability for users, including staff and customers.
- Upgrading InterContinental Hotel Infrastructure of the Telephone System from Analog IPX to IP Telephony
- Upgrading InterContinental Hotel Infrastructure of the TV System to IPTV.
- Upgrading InterContinental Hotel Wireless System to IHG Connect Meraki.
- Upgrading InterContinental Hotel all Admin Network (Firewall, Core Switch & Switches) to Meraki.
- Installing, supporting, and maintaining new server hardware and software infrastructure.
- Undertaking routine preventative measures and implementing, maintaining, and monitoring network security.
- We provide training and technical support for users with varying IT knowledge and competence levels.
Education
Computer Science – Networking
Jeddah05-2005
Microsoft
Jeddah05-2005
IHG
Jeddah, Saudi Arabia01-2020
IHG
Skills
- Financial management
- Operational planning
- Guest satisfaction
- Inventory management
- Revenue generation
- Team leadership
- Staff training
- Customer service
- Operational excellence
- Staff training and development
- Standard operating procedures
Languages
English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)
Timeline
Operations Director
Crowne Plaza Jeddah
01.2025 - Current
Director Of Rooms
Crowne Plaza Jeddah
01.2022 - 01.2024
Rooms Manager
Crowne Plaza Madinah
01.2021 - 01.2022
Front Office Manager
Crowne Plaza Madinah
01.2020 - 01.2021
IT Manager
InterContinental Hotels Madinah
01.2006 - 01.2020
Computer Science – Networking
Microsoft
IHG
IHG
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