Waleed Shaker
DIRECTOR OF ROOMS OPERATION
Cairo
Summary
Experienced hospitality leader with a strong track record in managing guest services, operations, and staff. Known for fostering team collaboration and adaptability, consistently surpassing expectations and achieving exceptional results. Skilled in project management, customer relations, and effective problem-solving, leading to operational excellence and increased guest satisfaction. Recognized for reliability and flexibility in fast-paced environments, adept at efficiently meeting changing demands.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Director of Rooms Operation
Hilton Cairo, Heliopolis
02.2018 - Current
- Implement and manage the hotel’s daily quality processes, including goal communication, associate improvement, compliance with Hilton standards of product and performance, service recovery, and problem resolution.
- Disseminate feedback from guest satisfaction, and service failure measurements, and coach accordingly.
- Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
- Assign and instruct Rooms Division Department Managers in details of work.
- Observe performance and encourage improvement.
- Monitor hotel occupancy and make staffing adjustments accordingly.
- Supervise and review cost and inventory controls.
- Supervise the budgeting, forecasting, training, motivating, and staffing of the Rooms Department including Telephone, Housekeeping Services, Front office, Concierge, and Guest Services.
Acting as Hotel Operation Director
Hilton Cairo, Heliopolis
01.2023 - 12.2023
- Assumed interim General Manager responsibilities as required, ensuring seamless operational continuity.
- Strategically managed financial planning by overseeing budgets and procurement processes.
- Directed talent acquisition and development through comprehensive hiring and staff training programs.
- Spearheaded daily hotel operations, playing a pivotal role in guest satisfaction and service excellence.
- Supervised Food & Beverage and Kitchen Departments, maintaining high standards of culinary and dining experiences.
Director of Rooms
Fairmont Heliopolis & Towers Hotel
11.2011 - 12.2017
- Directed a dynamic team of over 450 staff members, driving operational excellence.
- Championed sustainable initiatives, integrating eco-friendly practices across the department.
- Amplified the property's online presence through improved reviews and ratings.
- Optimized housekeeping procedures, significantly increasing efficiency and service quality.
- Developed and nurtured a premier loyalty program, fostering enhanced guest loyalty and repeat business.
Director of Front Office Operation
Fairmont Heliopolis and Towers Hotel
05.2010 - 11.2011
- Responsible to lead and direct the diverse Guest Services teams in the daily operation of the Hotel.
- Overseen on the following: Front office, Guest services, PBX, Business Center, Manager on Duty, Guest services (Concierge, airport office, Parking), Housekeeping.
Front Office Manager
Fairmont Heliopolis & Towers
03.2007 - 05.2010
- Accountable for the effortless and seamless movement of guests in and out of the hotel and providing exceptional levels of guest service through the guest stay.
Assistant Guest Service Manager
Sheraton Heliopolis Hotel, Towers & Casino
11.2003 - 03.2007
- To ensure a smooth and efficient operation and co-ordination of the various departments within the front office, ensuring optimum profitability and guest satisfaction, and adhering to the standards of service required by the hotel in accordance with hotel policies, procedures and objectives.
Night Manager
Sheraton Heliopolis Hotel, Towers & Casino
04.2002 - 11.2003
- Slashed incident reports by 90% with proactive management.
- Mastered crisis management, maintaining a 99% safety record.
- Cultivated a high-performing team, recognized as best in region.
Duty Manager
Sheraton Heliopolis Hotel, Towers & Casino
12.2000 - 04.2002
Front Office Shift Leader & Credit Coordinator
Sheraton Heliopolis Hotel, Towers & Casino
01.1999 - 12.2000
Front Office Cashier (Front Office, Operator and Cashier)
Le Meridien Heliopolis
12.1997 - 12.1998
Education
Bachelor of Commerce -
Ain Shams University
09.1992 - 05.1996
Skills
Guest satisfaction
Certification
Joining the Lead 3.1 Virtual Leadership Development Series with Harvard, Harvard business publishing Aug 2023 - Dec 2023
Interests
Volunteering and community involvement, such as participating in the global “event earth hour” in order to save the earth from pollutant emission out of power production process not at business only but even at home, blogging/writing, such as handling the entire property decoration set up independently for different occasions and others, listening to music
LINK
Linkedin: linkedin.com/in/waleed-shaker
Timeline
Acting as Hotel Operation Director
Hilton Cairo, Heliopolis
01.2023 - 12.2023
Director of Rooms Operation
Hilton Cairo, Heliopolis
02.2018 - Current
Director of Rooms
Fairmont Heliopolis & Towers Hotel
11.2011 - 12.2017
Director of Front Office Operation
Fairmont Heliopolis and Towers Hotel
05.2010 - 11.2011
Front Office Manager
Fairmont Heliopolis & Towers
03.2007 - 05.2010
Assistant Guest Service Manager
Sheraton Heliopolis Hotel, Towers & Casino
11.2003 - 03.2007
Night Manager
Sheraton Heliopolis Hotel, Towers & Casino
04.2002 - 11.2003
Duty Manager
Sheraton Heliopolis Hotel, Towers & Casino
12.2000 - 04.2002
Front Office Shift Leader & Credit Coordinator
Sheraton Heliopolis Hotel, Towers & Casino
01.1999 - 12.2000
Front Office Cashier (Front Office, Operator and Cashier)
Le Meridien Heliopolis
12.1997 - 12.1998
Bachelor of Commerce -
Ain Shams University
09.1992 - 05.1996
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