About
Results-driven Front Office Manager with over 15 years of progressive experience in luxury hospitality, specializing in elevating guest satisfaction and optimizing operational efficiency. Expert in leading high-performing front office, concierge, and guest relations teams, consistently aligning service delivery with stringent Leading Quality Assurance (LQA) standards. Proven ability to enhance revenue, implement strategic process improvements, and foster seamless, personalized experiences for VIP and high-profile clientele across diverse international settings.
Work
STORY RABAT - Boutique Hotel 5★
|Front Office & Reservations Manager
Rabat, Rabat-Salé-Kénitra, Morocco
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Summary
Currently leading a 15+ member front office team at a 5-star boutique hotel, driving operational excellence and enhancing luxury guest experiences.
Highlights
Directed a team of 15+ front office, concierge, bell desk, and reservations staff, driving operational excellence and seamless service delivery.
Spearheaded the implementation of new Standard Operating Procedures (SOPs) and service rituals, boosting check-in efficiency by 25%.
Elevated guest satisfaction and loyalty by introducing personalized pre-arrival communications and refined VIP protocols.
Reduced guest complaints by 30% through comprehensive analysis of feedback and the introduction of targeted process improvements.
Fostered inter-departmental collaboration with housekeeping and F&B, ensuring seamless luxury service delivery during peak operational periods.
SOFITEL THALASSA SEA & SPA - Accor
|Front Office Manager
Agadir, Souss-Massa, Morocco
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Summary
Managed front office operations at a prominent Accor hotel, focusing on workflow optimization, team development, and guest satisfaction.
Highlights
Orchestrated a comprehensive reorganization of front office workflows, enhancing RPS (Revenue Per Stay) scores by 15%.
Recruited and developed a high-performing Guest Relations team, leading to a remarkable 91% guest satisfaction rating.
Designed and implemented an LQA-inspired training curriculum for all front desk agents, significantly improving service quality.
Streamlined complaint resolution processes by implementing a new escalation protocol, reducing resolution time by 40%.
Collaborated strategically with revenue and marketing teams to align front office operations with broader business goals and maximize profitability.
LA MAMOUNIA – Leading Hotels of the World
|Assistant Front Office Manager
Marrakech, Marrakech-Safi, Morocco
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Summary
Supported daily front office operations in one of the world's most prestigious hotels, ensuring unparalleled guest experiences and operational efficiency.
Highlights
Supported daily front office operations for a globally renowned luxury hotel, contributing to the delivery of unparalleled guest experiences.
Managed comprehensive operational aspects including staff scheduling, grooming standards, and meticulous handling of VIP arrivals.
Served as Duty Manager, adeptly resolving complex guest complaints and coordinating swift emergency responses to maintain service excellence.
Initiated and led cross-training programs between front office and housekeeping, significantly improving inter-departmental synergy and service flow.
LA MAMOUNIA – Leading Hotels of the World
|Assistant Night Manager
Marrakech, Marrakech-Safi, Morocco
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Summary
Supervised critical night operations, ensuring seamless guest service, audit closure, and smooth transitions for a luxury hotel.
Highlights
Supervised comprehensive night operations, ensuring seamless guest service and efficient closure of daily audits.
Managed critical aspects of late arrivals and departures, upholding high standards of guest experience during off-peak hours.
Facilitated precise coordination between night front office staff and other departments, ensuring smooth operational handovers and transitions.
LA MAMOUNIA – Leading Hotels of the World
|Guest Relations Agent
Marrakech, Marrakech-Safi, Morocco
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Summary
Delivered bespoke, five-star service to VIP and celebrity guests, managing end-to-end guest journeys and mentoring junior colleagues.
Highlights
Provided bespoke, five-star service to VIP and celebrity guests, ensuring an impeccable and memorable luxury experience.
Managed end-to-end guest journey coordination, from pre-arrival planning and welcome amenities to in-stay support and personalized follow-ups.
Mentored and coached junior colleagues on advanced guest etiquette and emotional intelligence, enhancing overall team service delivery.
Developed and maintained detailed daily guest handover reports, ensuring seamless personalized continuity across shifts and departments.
Education
University of Alberta
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Bachelor of Science
Marketing
Grade: 3.4/4.0, Graduated Cum Laude
Languages
Arabic
French
English
Spanish
Russian
Certificates
Protocol for Formal Ceremonies
Issued By
Otstela Tourism Management
Sales Techniques
Issued By
Ecole Hôtelière de Genève
Excellence in Hospitality & Etiquette
Issued By
N/A
Customer Complaint Management
Issued By
Timlog Solutions
Luxury Attitude - Human-Centered Service
Issued By
N/A
Skills
Luxury Guest Experience
Guest Service, Customer Experience, High-Net-Worth Clientele, VIP Handling.
Team Leadership & Training
Staff Development, Performance Management, Coaching, Mentorship, Team Management.
SOP Implementation
Process Improvement, Operational Efficiency, Quality Control, Workflow Optimization.
Complaint Resolution & Emotional Intelligence
Conflict Management, Guest Recovery, Interpersonal Skills, Crisis Management.
PMS Opera Mastery
Property Management Systems, Opera PMS, Hotel Operations Software.
LQA Standards Compliance
Leading Quality Assurance, Quality Standards, Service Auditing, Compliance.
Revenue Optimization
Yield Management, Upselling, Cost Control, Profitability, Business Acumen.
Pre-Arrival Personalization
Guest Profiling, CRM, Concierge Services, Personalized Service.
Multilingual Communication
Cross-Cultural Communication, International Guests, Arabic, French, English, Spanish, Russian.