Tamer Khedr
Dubai,UAE
Summary
Hospitality management expert specializing in cost control and customer service excellence. Achievements include implementing strategic plans that improved operational efficiency and boosted financial performance. Skilled in talent development, relationship management, and sales strategies to achieve organizational goals. Committed to enhancing operational standards and fostering sustainable growth through innovative solutions and quality assurance.
Overview
27
27
years of professional experience
1998
1998
years of post-secondary education
1
1
Certification
Work history
CEO
Hospitality ONE Development
- Joined the UAE real estate firm in collaboration with the global music icon Amr Diab, on a mission to redefine modern living and creating DO Hotels, the musical themed lifestyle brand redefining the hospitality industry.
Head of Hospitality
Emaar Hospitality Group LLC
North Coast, Egypt
01.2018 - 01.2025
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Consulted with customers to assess needs and propose optimal solutions.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business’s financial stability.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
- Generated revenues yearly and effectively capitalized on industry growth.
- Expanded business into new markets.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Enhanced company reputation by providing exceptional customer service and support.
Cluster General Manager
Emaar Hospitality Group
01.2018 - 01.2025
- The last couple of years were really witnessing a big business demand and we were able to showcase all levels of competencies, due to the extremely dynamic and changing business outlook at the resort.
- The arrival of Royal delegations 3 consecutive years meant that we had to become extremely agile, flexible and creative in order to deliver the unexpected.
- Based on our Guest' feedback we lived up to every request and with the team, we not only managed relocations and cancellations for this particular group but also managed to close the last 2 years above target in all KPIs, driving the best customer satisfaction across the group.
- The higher management recognized positively our results, we have a very clear work approach to be hands-on and always manage with ownership mindset while keeping a highly motivated team.
- Key daily responsibilities include leading the day-to-day operations of 7 properties, including a clubhouse and hosted for 2 months the UAE Royal Family.
- Successfully built a high-performance team that improved operational experience and achieved the highest scores in the Emaar Group for 3 consecutive years as remaining number 1 on all guest satisfactions metrics.
- Taking full accountability and responsibility for the delivery of all performance objectives and initiatives for the property, also responsible for the delivery of the Business strategy and plan for Al Alamein Hotels in line with company expectations and strengthening its positioning with Emaar Hospitality Group.
- Exceeding Budget and GOP for 4 consecutive years.
- Al Alamein Hotel consistently leads the Whole Emaar Group in terms of Combined Quality metrics for 2 consecutive years.
- Daily management of operation with hands-on approach leading the hotel to be at the top #1 out of 20+ hotels of the Whole Emaar group in terms of best recorded Guest satisfaction score, Net Promoter scores.
- Received the TripAdvisor Travelers 'Choice Best of the Best award 2022&2023 putting the Hotel in the Top 1% of Hotels Worldwide.
- Leading the Iconic Marassi Hotels Complex by EMAAR, started with the management of Vida Alamein the Known and historic property in North coast in Marassi, the portfolio today reached 7 hotels.
General Manager
Baron Palace Sahl Hashish
Sahl Hashish
09.2016 - 09.2018
- Providing a single point of Leadership for a team of 600 colleagues in 645 rooms, large food and beverage operation and extensive leisure facilities to deliver best in class experience to guests who come to a fabulous & luxurious 5 stars Resort.
- Lead, direct and manage all daily hotel operations including hotel budgeting, strategic planning, leading service initiatives, leading and managing Key performance indicators.
- Implementing and reinforcing all company policies and operating standards, overseeing sales and marketing initiatives, leading and developing the executive team, responding to guests' inquiries and resolving concerns and hotel-wide meeting participation and facilitation.
- Evaluate changes in guest' needs, hotel's guest mix, and Hotel industry and competitive trends to recommend appropriate product or service as well as operational changes to be made to ensure guest and colleagues satisfaction, in order to maintain market dominance and exceptional financial returns.
- Build relationship with all Executive Committee to ensure they are motivated and driven to achieve desired goals.
- Focusing on Staff development and coaching colleagues through the progression structure.
- Placing a particular focus on the security, food safety in the property.
- Leading Monthly meetings and reviews to cover all aspects that may affect the operation or revenue streams.
- 5-star luxurious cluster of 3 hotels, a solitary isolated heaven, impeccable landmark on 100,000 m² on the coast of the legendary breathtaking diving and snorkeling paradise of the Red Sea waters.
Resident Manager
Shangri-La Hotels & Resorts
Dubai
04.2015 - 04.2016
- Responsible for all aspects of the Hotel' Operations for 250 rooms & 4 outlets.
- In charge of a successful management transition re-branding, setting the change agenda with the leadership team, outlining an overall architecture leading to the desired results of a fully operational hotel under a new brand.
- My main role is to effectively assist in providing day-to-day leadership and direction by maximizing financial returns, driving development of people, creating and maintaining a unique guest experience, executing on brand standards, and building awareness of hotel and brand in the local community and taking full responsibility for the hotel operations in the absence of the General Manager.
- Educate, coach, train and motivate hotel team members while ensuring they have the information, market data, tools and equipment to successfully carry out their jobs.
- Recommend and/or initiate human resources-related actions in accordance with hotel and/or company rules and policies.
- Lead day-to-day activities, plan and assign improvement projects, and establish performance and development plans and goals for team members.
- Provide mentoring, coaching and regular feedback to improve team member's performance, and recognize good performance.
- Oversee and direct Food and Beverage, Rooms Division, Engineering, Security and Guest Relations departments.
- Participate in directing and controlling Accounting, Sales and Marketing, and Human Resources departments.
- Assist in establishing and creating goals and strategies for both the operational and financial success of the hotel.
- Ensure that goals and objectives of human resources management are met through supporting the hotel philosophy concerning, but not limited to, hiring, employee relations, disciplinary action.
- Interface with corporate officers in the execution of corporate goals.
- Responsible for establishing and maintaining hotel standards.
- As a member of the executive team, work closely with other team members in achieving hotel's goals and objectives.
- Establish annual objectives for Executives and Department Heads.
- Responsible for employee compliance with hotel policies and procedures.
- Initiate disciplinary action when appropriate.
Director of Rooms
Shangri-La Hotels & Resorts
Dubai
01.2013 - 04.2015
- Promoted into Director role in 2013 after a successful corporate executive training in Hong-Kong and Dubai, to orchestrate and optimize administrative functions in all areas of the Rooms Division.
- Continuously ensuring total compliance with quality standards, organizational policies and revenue objectives.
- Trained and directed cross-functional team in line with all performance requirements and expectations.
- Monitored monthly defect tracking system to report, record and resolve all guest complaints.
- Accountable for P&L, budget development, cost control and cost-effective improvements on stringent specifications.
- Subject matter expert on development and management of key performance indicators (KPIs), including up-selling, loyalty programming, quality improvement and revenue tracking.
- Handpicked for special ad hoc operational projects and meetings to activate business strategies.
- Underwent intensive development as Corporate Executive Trainee (2012), contributing to various improvements and achievements.
- Achieved performance monitor results goals and ranked in top 5 in Overall Stay Experience.
- Performed at up to 82% overall guest staying experience - highest score in group.
- Oversaw Hotel Operations in the absence of the General Manager.
- Spearheaded implementation of impactful policies and standard operating procedures.
- Maximized occupancy, ATR, and Rooms Profit through effective up-selling Training, enhancing the Front Office Incentive Program to ensure that opportunities and incremental revenues are maximized.
- Developed and identified new business opportunities - feeding new leads to sales team.
- Monitored the financial performance of front office and housekeeping department to ensure that they are kept in line with the budget and provided solutions to improve weak areas and implemented corrective actions when needed.
- Managed renovation projects for upgrade and refurbishments for hotel rooms and public areas.
- Maintained open and effective communication with the Housekeeping and Engineering Department to ensure guest feedback, special requests, service assistance and maintenance complaints are responded to promptly and in a professional manner.
- Conducted appraisals, encouraging 2-way feedback - and to utilize the opportunity to set goals and objectives ensuring all staff are working to the same goals and objectives.
- Selected as Best in class Master Trainer of Shangri-La hospitality management (Shenzhen Workshop).
Front Office Manager
Shangri-La Barr Al Jessa Resort & Spa
Muscat
01.2008 - 01.2013
- Oversaw daily operations and implementation of SOPs in Shangri-La Muscat; exercised hands-on focused leadership approach to drive team engagement and increase operational efficiencies.
- Built positive relationships with guests contributing to outstanding ratings on guest satisfaction performance monitor.
- Certified as a Master Trainer for Hospitality/supervisory training programs.
- Achieved #1 performance monitor results within group (2008).
- Responsible for all front office functions and staff, including Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, directed & worked with managers and employees to successfully execute all front office operations, including guest arrival and departure experience, strong focus on improving guest and employee satisfaction and maximizing the financial performance of the department.
- Together with the Reservations Manager ensured that reservation patterns, overbooking and yield opportunities are maximized to best effect.
- Ensured quality of data is maintained within the property management system enabling accurate guest history and complete guest's profile.
- Encouraged Front Office team to focus on the critical components of operations to drive guest satisfaction and the desired financial results such as Guest preference program implementation.
- Responsible for the Quality improvement projects to enhance the overall guest experience.
- Identified and analyzed Front Office operational challenges and facilitated the development of solutions to prevent reoccurrence.
- Delivered and coordinated effective training to enable all front office staff to carry out their duties as required.
- Set up and maintained a high level of personal service and guest recognition, with particular attention to VIP's and amenities.
- Consistent Preparation & Meeting of Top VIPs including heads of state, company CEOs & Group organizers to ensure personalized welcome.
- A world class Resort.
Assistant Manager
Four Seasons
Alexandria
01.2007 - 01.2008
- Integral member of the pre-opening team for 115-room Four Seasons in Alexandria, setting up operations flow and activities according to company policies.
- Built and supervised team members, creating positive cultures while demanding full accountability for performances.
- Executed full cycle recruiting, hiring, on-boarding and training against aggressive timeline.
- Conducted detailed training of new team members to deliver guest-focused insights and luxury experience education.
- Integral member of the pre-opening team for 115-room Four Seasons in Alexandria.
Operations Manager
Club Med
Paris, France
01.2000 - 01.2007
- Directed groups accommodation, transportation, educational and leisure tours to optimize guest services.
- Led groups up to 40 guests on cruise ship setting, ensuring passenger safety and health.
- Conducted all tours and site inspections, checking cruise ship quality against predetermined specifications.
- Generated revenue through referral business and cruise sales.
- Executed training programs for all new tour leaders.
- Established and maintained rapport and relationships with all outside suppliers and vendors.
- Improved guest's overall travel experience by increasing efficiency and product innovation.
Front Office Supervisor
La Quinta Convention Center
San Antonio, USA
01.1998 - 01.2000
- Oversaw daily front desk operations, ensuring prompt service in line with guest requirements.
- Mentored and led team focused on maintaining operational efficiencies.
- Handled all guest requests, room reservations and tourism recommendations.
- Worked closely with vendors to drive inventory control, quality and cost-effectiveness.
- Built team into top-performing unit through coaching, training and development.
- Trusted partner to senior executive management in identifying and recommending improvements.
Education
Bachelor - Tourism and Hotels Management
University of Alexandria
Graduate Studies - Hospitality Management
University of Johnson &Wales
Providence, RI 10.2003 - 11.2004
Skills
- Hospitality oversight
- Cost management
- Customer service excellence
- Strategic planning
- Effective relationship management
- Quality assurance systems
- Operational efficiency management
- Employee talent development
- Sales strategy formulation
- Quality assurance in service delivery
- Financial performance analysis
Certification
- Hospitality management graduate studies
- Lausanne leadership for operational managers
Custom Section
- Master Trainer Shang-Care 1&2, 2008-11-01
- Leadership for Operational Manager Certificate, 2008, Ecole Hotelier Lausanne
- Hotel of the year Award, 2008, SLMU
- Champion of Guest Delight Program, 2010
Personal Information
Title: CEO Hospitality
Training
- Leadership for Operational Managers, Ecole Hotelier Lausanne
- Leading People to Higher Performance, Cornell
- Trainer of Hospitality Basic Principles
- Effective communication, Situational leadership, Time Management and setting Standards, Shangri-La Supervisory Excellence Program Ambassador
Timeline
Head of Hospitality
Emaar Hospitality Group LLC
01.2018 - 01.2025
Cluster General Manager
Emaar Hospitality Group
01.2018 - 01.2025
General Manager
Baron Palace Sahl Hashish
09.2016 - 09.2018
Resident Manager
Shangri-La Hotels & Resorts
04.2015 - 04.2016
Director of Rooms
Shangri-La Hotels & Resorts
01.2013 - 04.2015
Front Office Manager
Shangri-La Barr Al Jessa Resort & Spa
01.2008 - 01.2013
Assistant Manager
Four Seasons
01.2007 - 01.2008
Graduate Studies - Hospitality Management
University of Johnson &Wales
10.2003 - 11.2004
Operations Manager
Club Med
01.2000 - 01.2007
Front Office Supervisor
La Quinta Convention Center
01.1998 - 01.2000
CEO
Hospitality ONE Development
Bachelor - Tourism and Hotels Management
University of Alexandria