Ahmed Morsy

Experience

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  Holiday Inn Birmingham City

  Jul 2018 - Jan 2023

  I was responsible for overseeing the Reception, Nights, Housekeeping, and Reservations departments. My focus was on staff engagement, vital for the hotel’s success, especially after the challenges faced by the hospitality industry. This involved recruiting, training, and developing teams across various departments to enhance the ‘Guest Love’ experience. I ensured adherence to both brand and company standards, maintaining IHG’s vision of “The Joy of Travel”. Key Achievements• Under my leadership, our team won the 'Best Reception Team' award across the group in 2022 for the ‘Inspired by You’ program, recognising exceptional customer service and team performance.• Achieved an impressive 90% score on the mystery guest audit in 2022, reflecting the high quality of service and guest experience provided.• Successfully implemented staff engagement strategies that resulted in improved team performance and guest satisfaction, vital in the post-pandemic recovery phase.• Spearheaded revenue and cost control initiatives, significantly enhancing the financial performance of the Rooms Division.• Overhauled operational procedures, resulting in enhanced efficiency and quality of service, evidenced by positive feedback on TripAdvisor and other social media platforms.• Developed and executed comprehensive training and development plans for all direct reports, leading to a more skilled, motivated, and efficient team.• Successfully built and managed the 2021/2022 budget, ensuring financial targets were met while maintaining high standards of guest service.• Updated and rolled out new Health & Safety files and processes, ensuring a safe environment for both guests and staff.• Took full responsibility for all Front of House sales, including ordering of programmes, stock control, and supervision of sales systems, demonstrating strong sales management skills. Show less I oversaw the comprehensive operations of a 261-room hotel, which included a restaurant, bar, and conference centre with 24 flexible meeting and event spaces accommodating up to 800 guests. My role encompassed a deep understanding of hotel operations both during the day and night. I directly supervised the Rooms Departments, including Front Office and Housekeeping, ensuring that all operations ran smoothly and efficiently. I also oversaw HR functions, supporting Heads of Departments (HODs) in appraisals, recruitment, and succession planning, and collaborated with HODs to maintain a safe working environment according to group guidelines.Key Achievements• My leadership contributed to the front office team winning the 'Best Reception Team' award across the group in 2015, showcasing exceptional customer service and effective team management.• Successfully managed over 200 events in the conference centre, including large-scale conferences and meetings with a maximum capacity of 800 attendees, ensuring seamless execution and high guest satisfaction.• Personally oversaw the accommodation and services for over 100 VIP guests, ensuring their stays were exceptional and memorable, which significantly enhanced the hotel’s reputation for premium guest care.• Conducted 50+ training sessions for front office staff, enhancing their skills and service capabilities, which led to improved efficiency and guest service quality.• Successfully resolved more than 500 guest complaints and issues, turning potentially negative experiences into positive feedback, thereby maintaining the hotel's high standards of customer care.• Streamlined front office operations, reducing guest check-in time by an average of 3 minutes, thereby enhancing guest experience and operational efficiency.• Facilitated the recruitment and training of 30 new staff members, ensuring a smooth transition and continuity in the front office and housekeeping departments. Show less My role involved the comprehensive management of hotel operations during the night shift, focusing on guest satisfaction and safety. I was responsible for conducting security checks of the building and coordinating fire evacuations when necessary. My duties also included briefing the overnight staff on nightly activities, managing the arrival of groups and VIP guests, and catering to special requests and repeat visitors. I maintained a professional and service-oriented environment throughout the hotel during night hours. My responsibilities extended to ensuring the accurate completion of the daily night audit and managing banking processes. I also played a key role in welcoming guests to the hotel and ensuring that public areas were well-maintained and clean.Key Achievements• Managed overnight operations for a 261-room hotel, contributing to an increase in guest satisfaction scores during night-time hours.• Conducted 300+ nightly security checks and successfully coordinated two fire evacuation drills, ensuring guest safety and hotel security.• Maintained a high-quality service environment, resulting in positive guest feedback about the hotel’s ambience & cleanliness.• Ensured the accurate completion of night audits and banking for over 300 nights, maintaining financial integrity and efficiency. • Effectively managed the arrivals and stays of over 100 VIP and group guests, ensuring their specific needs and requests were met, thereby enhancing their overall experience at the hotel. Show less

  • Rooms Division Manager

    Mar 2021 - Jan 2023

  • Front Office Manager

    May 2019 - Feb 2021

  • Night Manager

    Jul 2018 - Apr 2019
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  Hilton Garden Inn Birmingham, Brindleyplace

  Jan 2023 - Mar 2024

  Front Office Manager

  I oversee the seamless functioning of the front office, ensuring the highest level of guest satisfaction. My role involves the strategic management of front desk operations, where my skills in customer service, team leadership, and operational management are vital. I am responsible for maintaining brand standards, optimising guest experiences, and driving front office performance. My leadership ensures that the team delivers exceptional service, contributing to the hotel's reputation for excellence in hospitality. • Ensure the front office team provides outstanding guest services, from check-in to check-out, while maintaining operational efficiency and guest satisfaction at all times.• Lead and develop a dynamic team, focusing on training, mentorship, and performance management to cultivate a skilled and motivated workforce.• Implement strategies to enhance the overall guest experience, ensuring every interaction contributes positively to their stay and builds long-term guest loyalty.• Uphold Hilton’s high brand standards in every aspect of front office operations, ensuring a consistent and quality experience for all guests.Key Achievements• Elevated guest satisfaction scores to an all-time high within 6 months, as evidenced by positive reviews and repeat guest visits. • Transformed the front office team's performance, achieving a 30% increase in efficiency through targeted training and development programs.• Successfully led initiatives that increased front office revenue by £200,000 within the first year through effective upselling and occupancy management strategies.• Streamlined front office operations, reducing check-in and check-out times by an average of 5 minutes per guest, enhancing the guest experience and operational efficiency.• Implemented new customer service protocols that resulted in a 40% decrease in guest complaints, significantly improving the hotel’s reputation for excellent service. Show less

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  Crowne Plaza Birmingham NEC

  Mar 2024 - now

  Front Office Manager