Mourad Lahmar

Mourad Lahmar Mobile: +213--- Ref: LC- Summary Profile: Male, 47, Married Nationality: United States Current Location: Algeria Current Position: Rooms operations manager Company: Marriott Hotel (Reporting to: ) Preferred Locations: All Middle East Countries Salary Expectation: Not Specified/Negotiable Work Experience Apr 2015 - Present Marriott Constantine Algeria Constantine, Algeria Rooms operations Manager Front Office Manager Rooms Operations Manager Hotel opening experience April 2015 Setting up all the job aids and local standard procedures for both front office and then SPA Setting up the annual department budget and forecast Helped with hotel hiring and more specifically the front office and the SPA Helped the hotel to be recognized number one in MEA based on guest's comments and intend to recommend through our guest satisfaction survey system (GSS) Helped the hotel to be number one in SPA satisfaction and overall cleanliness Helped the hotel to be number one in Marriott reward enrollment. Helped the hotel to be number one in mobile check in and check out Helped the © GulfTalent 2019. All Rights Reserved. Helped the hotel to be number one in mobile check in and check out Helped the hotel to be number one in upselling guests through TSA. 2016 gold award in MEA as Take care program champion 2016 Put together as a champion the Birch street purchasing system 2018 the ART of hosting program champion 2018 put together as a champion the Guest experience platform (GXP) 2019 put together as a champion the new Enhanced reservation solution platform (ERS) Achievements: • Succeeded with the team to move from being 4th in 2018 to 1st in 2019 for the GSS score of intend to recommend property in MEA (25 hotels) • Succeeded with the team to move from being 2nd in 2018 to 1st in 2019 for the loyalty Metrics (elite members appreciation)component in MEA (25 hotels) • Succeeded with the team to move up to be 2nd in 2019 when we were 6th in 2018 for the check in experience component. • Succeeded with the team to move up from being ranked 12th in 2018 to the 8th one in 2019 for the departure experience. • Succeeded with the team to improve the room cleanliness score by 2.1% from 81.1% in 2018 to 83.2 this year still raking 4th in MEA clear from the benchmark by 13.3%. Mar 2011 - Mar 2013 Sheraton National Arlington - VA Virginia, United States Assistant Front Office Manager Resolved basic computers, printers and software issues. Acted as MOD. Helped training FO Agents, supervisors and PBX staff Ensured groups resumes and rooming lists are accurate and coordinated special requests with the different departments. Conducted a weekly front office inventory. Assisted in between shift handovers, training and motivation sessions for FO employees. Oversaw the front desk and lobby daily operations. Ensured a high quality customer service. Helped maintaining a high guest experience index scores (GEI) Promoted the Starwood preferred guest program (SPG) Resolved customer's complaints and concerns. Performed additional duties as requested by FOM. Feb 2011 - Mar 2013 Archstone Ballston Square - VA Virginia, United States Part time Sat/Sun Resident Concierge Greeting and registering visitors. Greeting residents and providing services such as arranging transportation, accepting packages, assisting with luggage, guiding visitors, providing directions, and arranging dry cleaning and other service pick-ups and deliveries. Preventing solicitors; responding to and following up on resident complaints or service requests. Monitoring security systems and security cameras; and any other services required for maintaining a first-class level of resident service, care and safety. May 2010 - Jan 2011 Sheraton Crystal City Arlington Virginia, United States VA Front Office Supervisor Helped creating necessary documents, logs and procedures. Resolved basic computers, printers and software issues. © GulfTalent 2019. All Rights Reserved. Resolved basic computers, printers and software issues. Acted as MOD. Helped training FO Agents, supervisors and PBX staff Attended managers meeting whenever possible. Ensured groups resumes and rooming lists are accurate and coordinated special requests with the different departments. Conducted a weekly front office and club lounge inventory. Prepared guest invitations for the weekly GM reception. Assisted in between shift handovers, training and motivation sessions for FO employees. Oversaw the front desk and lobby daily operations. Ensured a high quality customer service. Helped maintaining a high guest satisfaction index scores (GSI) Promoted the Starwood preferred guest program (SPG) Resolved customer's complaints and concerns. Performed additional duties as requested by FOM. Jun 2007 - Jun 2009 U.S. Embassy Algiers, Algeria Middle East Partnership Initiative (MEPI) Coordinator (Contractor) Developed and monitored reform programs and activities funded by the Middle East Partnership Initiative and other State Department and USG offices Acted as project officer for MEPI small grants up to $11 million Conducted outreach activities to the community of reformers in order to identify candidate organizations and leaders for the full range of MEPI programming Maintained an active and daily set of relationships with government officials and with nongovernmental, academic, and other groups interested in reform. Produced reports for weekly MEPI meeting with the Front Office. Produced quarterly MEPI activities reports/cables. Feb 2005 - Jan 2007 Willard Intercontinental, Washington Washington dc, United States USA Front Desk Agent Processed all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Processed all payment types such as room charges, cash, checks, debit, or credit. Processed all checkouts including resolving any late and disputed charges. Answered, recorded, and processed all guest calls, messages, requests, questions, or concerns. Coordinated with Housekeeping to track readiness of rooms for check-in. Apr 2002 - Jun 2005 The Golden Tulip Hotel Tunis, Tunisia Sales Manager - Corporate Accounts Four Star Hotel with 235 rooms & suites Responsible for corporate accounts (especially US embassy Tunis account) with a dollar value in excess of $500,000 annually Managed all aspects of event planning for conferences, training sessions and VIP visits, including coordinating security Acted as rotational Manager on Duty (MOD) to maintain quality control and ensure customer satisfaction. © GulfTalent 2019. All Rights Reserved.