Refaat Abdellatif

Experience

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  InterContinental Hotels Group (IHG®)

  Jul 1996 - Feb 2000

  Room Attendant

  responsible for 16 Rooms , cleaning the corridors, cleaning the stores, pantries , trolley to be organized and arrangement , cleaning the assigned Rooms , reported to the floor supervisor, handling all the guests Requests, deep and general cleaning to be provided to the assigned Rooms , to fill the Rooms attendant report in a proper way , to keep my guests happy and satisfied .

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  Mövenpick Hotels & Resorts

  Feb 2000 - Sept 2001

  Housekeeping office coordinator

  handling all the office paper works , work schedules, all the housekeeping reports , policy, procedure's, documentations , handling the lost and found items , handling all the staff gate pass ,monitoring the operations fidelio system, follow up with the housekeeping supervisors to prepare the Guests Rooms units and releasing the Rooms , guests service center soft ware , handling all the calls related to the guests Requests , answering the phone as our standard , communications with the other departments such as Front office and Engineering, handling all the administrations issues are related to Executive housekeeper. Show less

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  Hilton Hotels & Resorts

  Sept 2001 - Aug 2002

  Housekeeping supervisor trainee

  * I was responsible for 90 Rooms , * handling all the issues are related to the cleanliness and Guests Rooms units , * Rooms planning * controlling the assigned floors , * supervise the HK staff , * floor supervision, * handling all the guests glitches, * monitoring the guests satisfaction in my floors .* Direct the work assignments of supervisory and non-supervisory staff in an efficient manner to ensure that guests and other departments receive prompt and courteous service.* Check Public Areas / Floors to ensure furnishing, facilities and equipment are clean and in good repair, well maintained and replaced / refurnished as required... If assigned on Floors,* check rooms and particularly those assigned to V.I.P., V.V.I.P and known repeated guests receive special attention to ensure they meet the hotel standards. * Coordinate with the other sections of the Housekeeping Department and the other Departments on all relevant matters that affect the physical appearance of the hotel and room status, keep them informed and follow up on outstanding issues. It may be the confirmation of room status to the repair work to be done.* When needed, assist the Assistant Executive Housekeepers in the recruitment, management of performance, identification of training need, development of training plan and implementation of training.* Conduct monthly training sessions with existing employees in order to meet the identified training needs.* Schedule routine inspection by supervisors, of all housekeeping areas including occupied and non- Occupied rooms.* Control usage of all amenities and cleaning supplies to ensure compliance to budget and ensure appropriate usage of equipment and tools. Show less

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  Mövenpick Hotels & Resorts

  Aug 2002 - Feb 2005

  Housekeeping Supervisor

  in charge of 150 Rooms , responsible for all the issues are related to the guests Rooms , supervise the team , monitoring the guests Rooms floors, Rooms plans , guests satisfaction , controlling the staff, controlling the floor supplies, reporting to the Assistant housekeeping manager, supervise the floor projects related to the cleanliness and condition, facilities, supply, maintaining the Rooms units and to keep the Rooms up to standard . The job of Housekeeping Supervisor is executed satisfactorily when: * Hygiene standards are strictly monitored and followed * LQA (Leading Quality Assurance) audit results are 85% and above * CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above * ESS (Employee Satisfaction Survey) results are 75% and above Show less

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  Four Seasons Hotels and Resorts

  Feb 2005 - Aug 2005

  Floor Supervisor

  in charge of 90 Rooms, floor planning, carpet shampoo program, marble polishing process, handling all the issues are related to the carpet and marble , upholstery plan , floors curtains plan, Rooms inspection, handling the guests complaints , Rooms refurbishment, guests satisfaction standard, preparing the Rooms for sale through the front office , Handling the in House Guests , Handling the departed Guests Rooms , Handling all the out of service and out of order Rooms , supervise the HK team , Monitor the HK Cleaners performance , Establishing the on job training , keeping the Guests Rooms up to standard . The job of Housekeeping Supervisor is executed satisfactorily when: * Hygiene standards are strictly monitored and followed * LQA (Leading Quality Assurance) audit results are 85% and above * CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above * ESS (Employee Satisfaction Survey) results are 75% and above Show less

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  Conrad Hotels & Resorts

  Sept 2005 - Oct 2007

  Housekeeping Supervisor

  * in charge of 150 Guests Rooms, Guests Rooms inspections, Guests Rooms planning, all the housekeeping projects are provided within my plan and targets , guests satisfaction , to keep the Rooms up to standard. * Direct the work assignments of supervisory and non-supervisory staff in an efficient manner to ensure that guests and other departments receive prompt and courteous service.* Check Public Areas / Floors to ensure furnishing, facilities and equipment are clean and in good repair, well maintained and replaced / refurnished as required... If assigned on Floors,* check rooms and particularly those assigned to V.I.P., V.V.I.P and known repeated guests receive special attention to ensure they meet the hotel standards. * Coordinate with the other sections of the Housekeeping Department and the other Departments on all relevant matters that affect the physical appearance of the hotel and room status, keep them informed and follow up on outstanding issues. It may be the confirmation of room status to the repair work to be done.* When needed, assist the Assistant Executive Housekeepers in the recruitment, management of performance, identification of training need, development of training plan and implementation of training.* Conduct monthly training sessions with existing employees in order to meet the identified training needs.* Schedule routine inspection by supervisors, of all housekeeping areas including occupied and non- occupied rooms.* Control usage of all amenities and cleaning supplies to ensure compliance to budget and ensure appropriate usage of equipment and tools.* Assist the Assistant Executive Housekeepers in the monitoring of housekeeping procedures including Lost and Found, Key Control, Security and Emergency procedures, and Health and Safety for employee and guests. * Additional responsibilities and tasks can be added at any time according to the needs of the business and of the hotel. Show less

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  Sofitel

  Oct 2007 - Nov 2011

  Assistant Housekeeping Manager

  responsible for four floors, monitor all the Housekeeping projects , renovation, setting all the brand standard in place, staff performance and Quality of service and guests satisfaction level.

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  The Ritz-Carlton Hotel Company, L.L.C.

  Jan 2012 - Feb 2013

  Assistant Executive Housekeeper

  guiding all the housekeeping operations, on and off job training, all the housekeeping schedules and reports, reporting to the executive housekeeper and replaced him in his leave. The incumbent in this position is responsible for assisting the Executive Housekeeper in managing the Housekeeping Department in order to ensure the highest standards of cleanliness. oversee and direct all cleaning and maintenance operations on Floors and Public Area. Closely monitor all processes related to ensuring high level of housekeeping services provided to the guest is timely and defect free. In the absence of the Executive Housekeeper, I am fully responsible for the management of the Housekeeping and laundry operation.as well as Revenues, Expenses and Profit are closely monitored and budgeted figures (over)-achieved. * Hygiene standards are strictly monitored and followed. *LQA (Leading Quality Assurance) audit results are 85% and above. *CSS (Customer Satisfaction Survey) results are rated on an average with “5” and above. *ESS (Employee Satisfaction Survey) results are 75% and above. Supervise Housekeeping Department Staff to ensure that guests and customers, whether internal or external, receive prompt and courteous service, and to ensure adherence to hotel standards. Show less

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  Iberotel

  Feb 2013 - Dec 2015

  Executive Housekeeper in charge

  - responsible for ensuring efficient operations of the Housekeeping Department in accordance with brand and company standards, as well as supervising the entire Housekeeping and Laundry departments.- Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained.- Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.- Ensures that standards and procedures are being followed.- Creating an environment that sustains and encourages high performance, motivating the teams in optimizing contribution levels providing the requisite support for enabling them achieve targets successfully. - Responsible for hiring, training, and supervising all housekeeping and laundry staff in coordination with General Manager- Interacts with internal and external customers in a positive, professional and accommodating manner - Maintain a clean and attractive work area, uniforms, employees, and person.- CPR certified, MSDS trained, and completed brand specific training program.- Conduct comprehensive departmental meetings to include a review of procedures and events which warrant special handling and detailed information.- Ensuring Exceptional Customer Service.- Responds to and handles guest problems and complaints effectively.- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.- Empowers employees to provide excellent customer service.- Develops goals and expectations for direct report managers.- Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. Show less

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  Narcissus Hotel and Residence, Riyadh

  Dec 2015 - Jul 2017

  Executive Housekeeper

  The Executive Housekeeper is responsible for ensuring efficient operations of the Housekeeping Department in accordance with brand and company standards, as well as supervising the entire Housekeeping and Laundry departments.• My main mission will be to ensure the image and conditions of rooms and all common areas, are being presented to guests according to the established standards , in order to present a quality service and contribute to operational, economic and personnel development objectives,• responsible for promoting a magnificent work environment, and be involved in the development of associates within the housekeeping department.• Responsible for the daily shift operations of Housekeeping, Laundry. Directs and works with employees to ensure property guestrooms, public space and employee areas are clean and well maintained.• Ensures guestrooms, public space and employee areas are cleaned according to operating standards• Ensures compliance with all housekeeping policies, standards and procedures•To liaise with hotel’s contracted companies for pest control to ensure an effective program is constituted and maintained.•Plans the work for the housekeeping department and distributes assignments accordingly. Assigns regular duties and special duties for housekeeping staff. Schedules employees and assigns extra days off according to occupancy forecast. Maintains a time log book of all employees within the department•Sets all SOP’s, training and implementation.• Ensures training requirements are met on a monthly basis to develop capabilities of staff for further growth• Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.• Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business. Show less

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  Corinthia Hotels Limited

  Jan 2017 - Jul 2017

  Executive Housekeeper

   I am responsible for ensuring efficient operations of the Housekeeping Department in accordance with brand and company standards, as well as supervising the entire Housekeeping and Laundry departments. I have a passion for completely engaging our guests through personal recognition. We are focused and committed to delivering a high quality service. Manages housekeeping functions and staff to ensure property guest rooms, public space and employee areas are clean and well maintained. Areas of responsibility include Housekeeping, Laundry, and large Public Areas inside and outside the Resort. Directs and works with team to successfully execute all housekeeping operations. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Ensures that standards and procedures are being followed. -To grow with the organization through sustained effort. Creating an environment that sustains and encourages high performance, motivating the teams in optimizing contribution levels providing the requisite support for enabling them achieve targets successfully. Completes inspections and holds people accountable for corrective action. Position assists in ensuring guest and employee satisfaction while maintaining the operating budget. Conducting disciplinary action and coaching colleagues when necessary. An ideal person must demonstrate a clear passion for customer service and the willingness to learn various areas of resort operations related to the cleanliness of the hotel including guest rooms.  Understands the importance of department’s operation on the overall property financial goals and educates staff on details as appropriate. Manages areas of operation to budget by reviewing operating statements, budget worksheets and payroll progress reports. Empowers employees to provide excellent customer service. Show less

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  Kempinski Hotels

  Mar 2018 - Jul 2023

  * The Executive Housekeeper is responsible for ensuring efficient operations of the Housekeeping Department in accordance with brand and company standards, as well as supervising the entire Housekeeping and Laundry departments.• My main mission will be to ensure the image and conditions of rooms and all common areas, are being presented to guests according to the established standards , in order to present a quality service and contribute to operational, economic and personnel development objectives, • I will be responsible for promoting a magnificent work environment, and be involved in the development of associates within the housekeeping department.• Responsible for the daily shift operations of Housekeeping, Laundry. Directs and works with employees to ensure property guestrooms, public space and employee areas are clean and well maintained. • Ensures guestrooms, public space and employee areas are cleaned according to operating standards.• Ensures compliance with all housekeeping policies, standards and procedures• To liaise with hotel’s contracted companies for pest control to ensure an effective program is constituted and maintained.• Plans the work for the housekeeping department and distributes assignments accordingly. Assigns regular duties and special duties for housekeeping staff. Schedules employees and assigns extra days off according to occupancy forecast. Maintains a time log book of all employees within the department• Sets all SOP’s, training and implementation.• Ensures training requirements are met on a monthly basis to develop capabilities of staff for further growth• Control expenses within all areas of housekeeping. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.• Establish par levels for supplies and equipment. Replenish shortages and other business supplies for daily business. Show less

  • Executive Housekeeper

    Nov 2022 - Jul 2023

  • Executive Housekeeper

    Mar 2018 - Nov 2022
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  Accor

  Jul 2023 - now

  Director of Housekeeping & laundry and recreation facilities & Sofitel legendary city hotel .

  An Ultra unique luxurious and legendary Palace Hotel, classified as one of the best 6 hotels in the middle east and north Africa and one of only five Legend category hotels around the world, In charge of HK, Laundry and recreation facilities .