Achraf Kamel

Experience

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  Sands Beach Resort

  Jan 2004 - Jun 2010

  Restaurants and Bars Manager

  - Managing the Food and Beverage operations in 4 outlets.- Recruiting, training and developing the Food and Beverage team.- Developing menus with the Head Chef and General Manager.- Incentivising team members to maximize sales and revenue.- Ensuring that a high level of customer service is constantly maintained.

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  Hastings Hotels, Northern Ireland

  Jul 2012 - Jun 2014

  Front Office Executive

  - Managed & coordinated the FO operations to provide the highest standards. - Handled guest complaints and concerns for swift and satisfactory resolution. - Coordinated with housekeeping and maintenance departments to ensure timely room readiness.- Monitored room availability, reservations, and room assignments to maximize occupancy and revenue.- Assured that all financial and credit procedures are followed.

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  Hilton Worldwide

  Aug 2014 - May 2017

  Duty Manager (Operations)

  - Providing a visible management presence in the facilities and ensuring that all hotel premises are meticulously cleaned and consistently maintained to meet high standards.- Ensuring that a high level of customer service is constantly maintained. - Managing, recording and resolving any guest complaints promptly and following up to ensure complete service recovery and guests satisfaction.. - Overseeing and coordinating all arrivals and departures of VIPs and ensuring hotel departments are fully briefed on their requirements (Pre arrival emails, room allocations, greet and meet, follow ups, room inspection, farewell etc).- Analyzing and responding to guest feedback on web review channels and through Hilton survey Satisfaction and Loyalty Tracking (SALT).- Monitor and acknowledge HHonnors guests, offering upgrades and amenities tailored to their preferences to create a “wow” effect.- Complying with hotel security, fire regulations and all health and safety legislation - Reporting directly to the Operations Manager and General Manager Show less

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  Iberostar Group

  May 2017 - May 2024

  - Lead and oversee the daily operations of a 485-room all-inclusive seasonal 5-star hotel with 10 F&B outlets, handling peak occupancy up to 1500 clients.- Guiding and motivating a team of 300 members, with a focus on HODs. Providing guidance and creating a culture of sustainability and efficiency.- Overseeing service quality, productivity, guest satisfaction, staffing, energy efficiency, and sustainability based on set KPIs.- Develop and oversee the annual budgets, annual capex, closely monitor costs, and boost revenue, especially through upselling.- Continuously interacting with clients to enhance customer retention and strengthen brand loyalty. Handling guests complaints and offering strategic solutions for service recovery.- Review and analyze guest feedback from internal surveys and review channels (ReviewPro) to identify areas for improvement. Take proactive measures to enhance our overall guest experience and rating.- Implementing different loyalty programs , starting with Horizons and later IHG One Rewards, to enhance customer retention and strengthen brand loyalty.- Ensuring the hotel's assets are well-maintained by implementing preventive maintenance during closure, forecasting CAPEX investments, and preparing the hotel for the re-opening.- Implement and maintain safety, hygiene, and sustainability standards in compliance with both Iberostar group guidelines and local regulations. Show less - Assisting the General Manager in overseeing daily operations at a 366-room 4-star hotel, ensuring adherence to company policies and standards.- Conducting regular inspections of public areas & outlets to ensure high standards of cleanliness and maintenance throughout the property.- Overseeing F&B operations and personally welcoming guests at the main restaurant entrance, seizing the opportunity to gather feedback from customers and addressing any concerns to enhance their experience.- Investigating and resolving customer complaints, and collaborating with relevant departments to ensure a satisfactory resolution for the customer. Show less

  • Hotel Manager

    Jun 2018 - May 2024

  • Deputy Hotel Manager

    May 2017 - May 2018
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  Hilton

  May 2024 - now

  Hotel Manager