Amr Saad (CV) 2015
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AMR SAAD HOTEL MANAGER, COURTYARD MARRIOTT LAGUARDIA AIRPORT HOTEL 8615 Fort Hamilton Pkwy A44 Brooklyn, NY • (718) 496-7833 • [email protected] Work Experience Hotel Manager 2013-Present Courtyard Marriott LaGuardia Airport Hotel (Marriott International) East Elmhurst, NY Lead all aspects of hotel operations. • Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Marriott standards of product and performance, service recovery and problem resolution. • Disseminate feedback from reviews, 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. • Communicate both verbally and in writing to provide clear direction to staff. • Assign and instruct rooms and food and beverage division department supervisors in details of work. Observe performance and encourage improvement. • Monitor hotel occupancy and make staffing adjustments accordingly. • Supervise and review cost and inventory controls. • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. • Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including: telephone, housekeeping, front office, laundry, concierge and guest services. • Prepare forecast expenses and actual results for the rooms division revenues and expenses. • Review security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed. Director of Food and Beverage 2013-Present Courtyard Marriott LaGuardia Airport Hotel (Marriott International) East Elmhurst, NY Lead all aspects of Food and Beverage operations, including high volume banquet events. • Brought the department up to Marriott standards for Courtyard hotels while increasing profit and lowering food costs. • Introduced a new beverage program to maximize profits and maintain a high profile with customers. • Trained two F&B supervisors and reinvigorated a staff of 35 associates. Food and Beverage Manager 2012-2013 One UN New York (Millennium Hotels and Resorts) New York, NY Managed day-to-day activities of banquet, restaurant, coffee bar, lounge, skyline club, and in-room dining operations. Monitored performance of F&B outlets through guest feedback and cost analysis; developed new avenues for revenue increase and ensuring maximum department profit. • Opened 2 new outlets (UN Cafe & Skyline Club). The UN Cafe will net $1M in its 1st year; the Skyline Club has already proven to increase sales and hotel profits overall. • Created and implemented an amenities program to maximize sales and to better meet all guests' needs and desires • Modified the POS to maximize efficiency. Food and Beverage Manager 2010-2012 DoubleTree JFK by Hilton Hotels Jamaica, NY Supervised a staff of 40 union associates. Led operations of the F&B department (restaurant, bar, room service, guest shop, banquets, and catered events). • Eliminated the many health and customer service issues. • Raised the health standards to comply with NYC Health Department regulations: the F&B operations had received a Grade C when I joined to lead the F&B team. Within 6 months, we earned an A.
Transcript of Amr Saad (CV) 2015
AMR SAAD HOTEL MANAGER, COURTYARD MARRIOTT LAGUARDIA AIRPORT HOTEL 8615 Fort Hamilton Pkwy A44 Brooklyn, NY • (718) 496-7833 • [email protected]
Work Experience
Hotel Manager 2013-Present
Courtyard Marriott LaGuardia Airport Hotel (Marriott International) East Elmhurst, NY
Lead all aspects of hotel operations.
• Implement and manage hotel’s daily quality process including goal communication, associate improvement,
compliance with Marriott standards of product and performance, service recovery and problem resolution.
• Disseminate feedback from reviews, 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.
• Communicate both verbally and in writing to provide clear direction to staff.
• Assign and instruct rooms and food and beverage division department supervisors in details of work. Observe
performance and encourage improvement.
• Monitor hotel occupancy and make staffing adjustments accordingly.
• Supervise and review cost and inventory controls.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate
results.
• Supervise the budgeting, forecasting, training, motivating and staffing of the rooms department including:
telephone, housekeeping, front office, laundry, concierge and guest services.
• Prepare forecast expenses and actual results for the rooms division revenues and expenses.
• Review security logs daily for significant incidents, and coordinate with department heads all enforcement of
policy and/or improvements in service needed. Director of Food and Beverage 2013-Present
Courtyard Marriott LaGuardia Airport Hotel (Marriott International) East Elmhurst, NY
Lead all aspects of Food and Beverage operations, including high volume banquet events.
• Brought the department up to Marriott standards for Courtyard hotels while increasing profit and lowering food
costs.
• Introduced a new beverage program to maximize profits and maintain a high profile with customers.
• Trained two F&B supervisors and reinvigorated a staff of 35 associates. Food and Beverage Manager 2012-2013
One UN New York (Millennium Hotels and Resorts) New York, NY
Managed day-to-day activities of banquet, restaurant, coffee bar, lounge, skyline club, and in-room dining operations.
Monitored performance of F&B outlets through guest feedback and cost analysis; developed new avenues for revenue
increase and ensuring maximum department profit.
• Opened 2 new outlets (UN Cafe & Skyline Club). The UN Cafe will net $1M in its 1st year; the Skyline Club has
already proven to increase sales and hotel profits overall.
• Created and implemented an amenities program to maximize sales and to better meet all guests' needs and desires
• Modified the POS to maximize efficiency. Food and Beverage Manager 2010-2012
DoubleTree JFK by Hilton Hotels Jamaica, NY
Supervised a staff of 40 union associates. Led operations of the F&B department (restaurant, bar, room service, guest
shop, banquets, and catered events).
• Eliminated the many health and customer service issues.
• Raised the health standards to comply with NYC Health Department regulations: the F&B operations had
received a Grade C when I joined to lead the F&B team. Within 6 months, we earned an A.
• Surpassed brand standard expectations. Hilton Audit scored the F&B Dept at 43% when I joined to lead the F&B
team. During my time as manager, we increased this score to a 98%. Assistant General Manager 2003-2010
Off Soho Suites New York, NY
Led all hotel operations, including housekeeping and front desk, and ensured maximum profits and highest quality of
product. Led marketing and sales and created long-lasting relationships with local and international clients and guests.
• Emphasized guest satisfaction and created a training program to ensure our team was able to provide consistent
excellent service.
• Increased average social media ratings 47% across online review channels.
• Initiated and spearheaded a complete renovation of hotel lobby, all guest suites, and marketing materials. Luxury Building Manager 2003-2010
1A Trade Center New York, NY
• Managed marketing and sales for luxury residential building with furnished apartments, and created long-lasting
and profitable relationships with company and university clients and agents.
• Led $750K renovation of all building units. Computer Technician 2000-2002
Interactica Networks Inc. New York, NY
• Performed installations, repairs, and preventative maintenance of personal and business computer systems;
performed web editing for Interactica and its clients; tutored clients on hardware and software. Computer Technician 1998-2000
Global Computers Brooklyn, NY
• Performed troubleshooting, resolved computer problems, and built and upgraded systems. Hospitality Internship 1996-1997
Cataract Layalina Resort Sharm el-Sheikh, Egypt
• Assisted Front Desk Manager, and helped organize social and nightlife activities for guests.
Education
CISCO Academy (CCNA Certification) 2010
American University in Cairo Cairo, Egypt
School of Continuing Education
Bachelor’s Degree in Computer Science and Accounting 1998
International Communications Institute of Alexandria Alexandria, Egypt
Certifications and Licenses
• Certified Food And Beverage Executive (CFBE) 2015
• Food Protection Certificate issued by the New York City Department of Health 2002
• CPR Certification issued by the American Heart Association 2012 • Alcohol Awareness Certification 2012 • NYC Fire Safety Director Certificate issued by the New York City Fire Department 2008 • Certifications From Hilton University: 2012
-Mastering Buffet Merchandising
-Simply Breakfast Buffet Merchandising -
Americas
-Hilton HHonors 101
-CRM Day in the Life
-ADA Service Animals
-ADA Effective Co
mmunication
-e-Events
-Catering Progress Report
-OnQ Sales Meeting Inventory - OnQ Sales &
Events
-ADA Reasonable Modification of Policies and
Procedures
-ADA Emergency Procedures
-ADA Proper Assignment
-ADA Communication Equipment for the
Hearing Impaired
