Fady Matthieu Sursock

• Oversee day-to-day operations of a 350-room hotel, ensuring operational efficiency and a smooth service experience.
• Ensure brand standard compliance amongst all departments by conducting routine audits.
• Facilitated smooth communication between departments to resolve guest issues promptly and prevent recurring problems.
• Coordinate special events on property, ensuring flawless execution from initial planning stages to post-event follow-up.
• Introduced eco-friendly practices that reduced environmental impact while generating positive publicity, resulting in the property being awarded the prestigious Green Key label.
• Devised new sales and business strategies to maximize revenues and profitability; in accordance with ownership, implemented a vast room pool restructuring, and put in place successful upsell strategies.
• Created a welcoming atmosphere by fostering strong teamwork among employees from diverse backgrounds, and opting for internal promotions when possible.
• Implemented quality control measures, resulting in consistently high housekeeping standards.
• Maximize revenue growth with strategic pricing models and inventory management initiatives.
• Negotiate contracts with external vendors for various services, including laundry, housekeeping, and maintenance, ensuring cost-effective solutions without compromising on quality or performance standards.
• Increase repeat business by cultivating customer loyalty through personalized service offerings and attention to detail.
• Put in place measures to ensure and protect the integrity of all financial transactions from potential fraud and contestations.
• Manage challenging guest concerns with professionalism and diplomacy, maintaining positive relationships, even during difficult circumstances.
• Analyze guest feedback in order to identify and address areas of improvement, resulting in higher guest satisfaction ratings.

• Assigned housekeeping staff to specific shifts and room blocks based on daily requirements.
• Drove improvements to workflow and room turnover with hands-on, proactive management.
• Assisted in management of a team of over 90 personnel at peak times with 264 rooms.
• Maintained high-quality service standards through regular communication with guests and other hotel departments.
• Collaborated with maintenance teams to address urgent repair needs, minimizing operational downtime in guest rooms.
• As departmental Brand Standard Audit champion, trained and mentored new supervisors to in order to ensure constant brand compliance and maximize quality of service and performance.

OTHER TASKS 06/2020 - 05/2021

• Liaised between the hotel and third-party contractors during the renovation process, and reported discrepancies to the management.
• In line with the engineering brief, I inspected and verified the new bathrooms for any defaults after the contractor handover, which included checking water pressure, leaks, piping, lighting connections, and overall aesthetics.
• Led the hotel's team to assist third-party contractors with the complete carpet change in all guest rooms and corridors. This included ensuring that schedules and standards were met.

• Duty Manager (by rotation).
• Resolved guest concerns while ensuring positive outcomes for both guests and the property.
• Lead hotel responder to Marriott Customer Care cases, GuestVoice, and TripAdvisor.
• Managed VIP clients' and other senior delegations' stays.
• Organized the daily VIP amenity list.
• Piloted successful strategies to increase guest satisfaction scores (10% in 2017) and ultimately earn the hotel's first TripAdvisor Certificate of Excellence.