Remon Beshay Besla Shaker

• Overseeing Housekeeping, Front Office, and Recreation departments.
• Conducting regular departmental meetings and audits to enforce brand standards.
• Designing and implementing strategies to improve guest satisfaction and online reputation (Booking, HolidayCheck, etc.)
• Implementing digital tools for guest service enhancement (Mobile check-in, feedback loops)
• Reporting directly to General Management and operation manager with full Rooms Division accountability
• Oversaw daily operations of Front Office, Housekeeping, and Guest Services departments, managing a team of 60+ staff members, ensuring seamless service delivery across 392 rooms.
• Achieved a Booking.com rating of 9.1/10, reflecting consistent guest satisfaction through effective team training, complaint resolution, and service excellenc.
• Conducted weekly training programs for Front Office and Housekeeping teams, improving guest satisfaction scores by 12% quarter-over-quarter.
• Enhanced communication between departments by holding regular cross-functional meetings to discuss operational challenges and improvements.
• Provided exceptional guest experiences by addressing complaints promptly and offering personalized solutions to meet their needs.
• Inspected rooms for damages and sufficient housekeeping practices.
• Coordinated with maintenance team to ensure timely repairs and preventive maintenance schedules in all guestrooms and public areas.
• Evaluated employee performance regularly, providing constructive feedback and recognizing top performers through appropriate rewards and incentives.
• Fostered a positive work environment through employee engagement initiatives, resulting in high retention rates.
• Upheld high standards for customer service and led by example.
• Managed crisis situations effectively, ensuring minimal impact on guests' experiences during unforeseen events or emergencies.
• Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
• Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.

• Implemented staff training programs, improving employee performance and team cohesion.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
• Coached employees through day-to-day work and complex problems.

.Led front office team with focus on upskilling and performance

Delivered high guest satisfaction scores by actively solving problems and handling complaints

Improved financial KPIs through upselling and audit