Mahmoud Ismail
Head Of Community Management
Celia New Capital
Summary
As Head of Community Management Department passionate to driving the Team to its full potential to provide a tailor-fit services among the residences and provide the top-of-the-line customer experience while empowering the team members. Roles and responsibilities are evaluated by capturing customer experiences and through the formulation and execution of various touchpoints. My success is a result of my data analytics, interpretation, insights, provide recommendations that support executive management's strategy to achieve significant and continuous growth.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
2
2
Languages
Work History
Head of EMAAR Community Management
EMAAR
Dubai
03.2022 - 04.2023
- Mind and logic behind community digital platforms (B2B and B2C), community financial management systems with extensive robotic process automation (RPA), Emaar Smart Asset Management System driving machine learning and artificial intelligence into energy and maintenance management.
- Strategic decision making behind community governance, management and operational structures.
- Monitor the variance between actual financial expenses and the budget for the team to identify deviations and make recommendations for rectification.
- Be responsible for the accuracy of the property management software data and ensure that the processes, procedures, and systems in place provide accurate occupancy statistics, considering all variations of occupancy arrangements.
- Leading the department in managing the 11 Master Communities comprising more than 110 prestigious EMAAR handed-over projects, close to 220 towers, and 24,000 villas with a total of more than 63,000 units occupied by over 250,000 residents from 167 nationalities.
- Plans and strategizes the development, management, implementation, enhancement, and enforcement of governing documents required for managing the overall Community Management.
- Ensures full compliance and implementation with the Jointly Owned Property Law.
- Strategizes and directs operational and financial strategies to help improve the approval rating of the residents across the communities.
- Reviews, formulates, and enhances the service level agreements and key performance indicators to monitor all aspects of the customer touchpoints, service provider performance, and overall service delivery.
- Manages and leads crises and emergencies at all times of incidents and reports the same to respective authorities while escalating the same through established policies and processes.
Head of Property Handover
EMAAR
DUBAI
05.2021 - 06.2022
- Plan & supervise the day-to-day handover activities to customers.
- Provide innovate solutions to ongoing challenges and ensure customer satisfaction and positive customer experience.
- Monitor the effectiveness of pre-handover inspections, ensure feedback is followed up and escalated where necessary.
- Manage the customer “snag list” i.e. comments, requests, etc, and address them through proper communication, follow up, coordination and escalation with the related departments.
- Continuously improve, streamline and enforce the Handover policies & processes.
- Monitor current working practices, and effect changes in policies as and when required to enhance quality, achieve customer satisfaction and welfare.
- Supervise cost control, and ensure adherence to the budget -Plan and mange operational costs and budget forecast
Head of Quality Control & Service Excellence
EMAAR
Dubai
06.2020 - 06.2022
- Established and managed the Quality Control Department across the entire EMAAR portfolio, spanning EMAAR Hospitality, EMAAR Entertainment, EMAAR Malls, EMAAR Properties, EMAAR Community Management, and Emaar International (Egypt, India, Pakistan).
- Managed and led the Mystery Shopper/Quality team, driving service excellence through the implementation of advanced systems and micro-strategies in all evaluations.
- Provided reports and communication to concerned departments and management at both local and international levels.
- Continuously monitored business performance and coordinated improvements in services for all business units.
- Established and tracked quality department goals and objectives.
- Set up and managed a centralized complaint system for customer satisfaction surveys across all Emaar entities.
- Evaluated performance, monitored KPIs, and analyzed results of all Emaar business units to identify areas where standards were not being met, with a focus on enhancing service quality to meet Emaar standards and customer expectations.
- Complied with various service standards while ensuring adherence to all standardization plans, procedures, and SOPs.
- Analyzed complaints and major findings to establish corrective and preventive action plans, resulting in a positive impact on the business.
- Proposed new, profound, and innovative solutions to senior management aimed at increasing customer satisfaction.
- Handled special assignments, such as quality control/snagging lists and overseeing the handover process for national and international projects.
- Determined customer service requirements through benchmarking, comparisons, and market research to identify best practices.
Senior Manager, Quality Control Service Excellence
EMAAR
Dubai
01.2020 - 05.2020
Manager, Quality Control and Service Excellence
EMAAR
Dubai
08.2019 - 01.2020
Assistant Manager, Quality Assurance and Handover
EMAAR
Dubai
04.2019 - 08.2019
Assistant Housekeeping Manager
Four Seasons Hotels and Resorts
Mahe
04.2017 - 04.2019
- Assigns workers their duties, and inspects work for conformance to prescribed standards of cleanliness.
- Inventories stock to ensure adequate supplies.
- Investigates complaints regarding housekeeping service and equipment, and assists manager with corrective action.
- Examines rooms, halls, and lobbies to determine need for repairs or replacement of furniture or equipment, and makes recommendations to management.
- Conducts orientation training of new employees to explain company policies, housekeeping work procedures, and to demonstrate use and maintenance of equipment.
- Records data concerning work assignments, Grand Performer actions, and time records, and prepares periodic reports.
- Attends periodic staff meetings with other department heads to discuss company policies and guest complaints, and to make recommendations to improve service and ensure more efficient operation.
- Assists manager in preparing reports concerning room occupancy, payroll expenses, and department expenses.
- Plans work schedules to ensure adequate service.
- Supports and supervisors and effective inspection program for all guestrooms and public space.
- Have a thorough knowledge of product, including room types, amenities, services and brand standards.
- All other duties as assigned, planned or un-planned.
Senior Housekeeping Supervisor
Four Seasons Hotels and Resorts
Mahe
03.2013 - 04.2017
Housekeeping Supervisor
Four Seasons Hotels and Resorts
Mahe
07.2013 - 03.2014
Housekeeping Coordinator
Four Seasons Hotels and Resorts
Mahe
07.2012 - 07.2013
Housekeeping Room Attendant
Four Seasons Hotels and Resorts
Mahe
07.2011 - 07.2012
Housekeeping Room Attendant
Four Seasons Hotels and Resort
Sharm El-Sheikh
03.2007 - 06.2011
Housekeeping Supervisor
Sea Beach Resort & Aqua Park
Sharm El-Sheikh
08.2006 - 02.2007
Housekeeping Room Attendant
Sea Beach Resort, Aqua Park
Sharm El-Sheikh
01.2006 - 08.2006
Education
Bachelor of Technology Education - Computer Science And Technology Education
Cairo University
Cairo, Egypt 05.2001 - 05.2005
Skills
Problem-solving abilities
Leadership Skills
Team BuildingCustomer-focusedAsset utilizationAudit reportingTrend Tracker Compliance SolutionQuality Control StandardsCompliance Management
Strategic Planning
Strategic Communications
Customer Excellence
Mystery Shopping
Strategy Implementation
Customer Satisfaction
Operational Planning
Service Recovery
Service Standards
Customer Service Management
Budgeting
Contact Centers
Negotiation
Teamwork
Performance Metrics
Coaching
Multitasking Abilities
Interpersonal Communication
Communication planning
Accomplishments
- Achieved the title of 'Winner of the Community Engagement Initiative of the Year' category from Built Environment ME.
- Achieved the title of the Runner-Up of the 'Community Management Company of the Year' Category from Built Environment ME.
- Achieved the highest customer satisfaction score of 4.61 in community management across all Emaar business units in 2022.
- Obtained the ISO 9001:2015 certification in community management, making us the first community management company to receive it in the UAE.
- Obtained the Certificate of Appreciation for my dedication to outstanding customer support, presented by our chairman in 2019, 2021, and 2022.
- Automated all processes of community management through our apps, Emaar One and ECM Direct.
- Achieved the highest number of audits and rectifications for all issues across all business units of Emaar, both in Dubai and internationally.
- Established the new feature "Emaar Eye" in the Emaar One app, enabling our residents and customers to become our mystery shoppers.
- Established the new system Salesforce and MicroStrategy as reporting tools to analyze the KPIs of all business units at Emaar.
- Obtained "Employee of the Year" award in 2017 and received the "Employee of the Month" recognition multiple times at Four Seasons company.
Certification
M-100: The Essentials of Community Association Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
M-206: Financial Management
08-2023
M-204: Community Governance
12-2022
M-201: Facilities Management
11-2022
M-202: Association Communications
11-2022
M-203: Community Leadership
10-2022
M-205: Risk Management
10-2022
M-100: The Essentials of Community Association Management
09-2022
Head of EMAAR Community Management
EMAAR
03.2022 - 04.2023
Head of Property Handover
EMAAR
05.2021 - 06.2022
Head of Quality Control & Service Excellence
EMAAR
06.2020 - 06.2022
Senior Manager, Quality Control Service Excellence
EMAAR
01.2020 - 05.2020
Manager, Quality Control and Service Excellence
EMAAR
08.2019 - 01.2020
Assistant Manager, Quality Assurance and Handover
EMAAR
04.2019 - 08.2019
Assistant Housekeeping Manager
Four Seasons Hotels and Resorts
04.2017 - 04.2019
Housekeeping Supervisor
Four Seasons Hotels and Resorts
07.2013 - 03.2014
Senior Housekeeping Supervisor
Four Seasons Hotels and Resorts
03.2013 - 04.2017
Housekeeping Coordinator
Four Seasons Hotels and Resorts
07.2012 - 07.2013
Housekeeping Room Attendant
Four Seasons Hotels and Resorts
07.2011 - 07.2012
Housekeeping Room Attendant
Four Seasons Hotels and Resort
03.2007 - 06.2011
Housekeeping Supervisor
Sea Beach Resort & Aqua Park
08.2006 - 02.2007
Housekeeping Room Attendant
Sea Beach Resort, Aqua Park
01.2006 - 08.2006
Bachelor of Technology Education - Computer Science And Technology Education
Cairo University
05.2001 - 05.2005