Mohamad Koussan
Hotel Manager
Lusaka,09
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts. Polished hotel manager offering excellent communication skills. Dynamic and personable and well-versed in coordinating with various resort departments. Successful experience as manager for high-end hotel. Highly energetic hotel manager with more than 8 years of experience working in hospitality industry. Successful background with mid-range hotels providing unforgettable service to visitors and clients.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
Work History
Hotel Manager
Carousel Hotel
Lusaka , Lusaka Province
2024.08 - Current
- Developed and implemented marketing strategies to promote hotel services.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased customer service ratings through personable service.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Enhanced the hotel''s online presence through targeted marketing campaigns and social media engagement.
- Analyzed and evaluated business data to identify opportunities for improvement.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Provided services efficiently and with high level of accuracy.
- Provided exceptional service and assistance to guests upon check-in.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Organized staff training sessions on topics such as effective communication skills, conflict resolution techniques, time management tips.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Coordinated renovations projects, minimizing disruptions to guests while improving the overall aesthetic of the property.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Improved the quality of food offerings in on-site restaurants by working closely with chefs on menu development and presentation techniques.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Analyzed market trends to adjust pricing strategies, keeping hotel competitive while maximizing profits.
- Oversaw daily financial transactions, ensuring accuracy in billing and improving hotel's financial health.
- Managed crisis situations, maintaining guest safety and satisfaction during unexpected events.
- Coordinated all hotel operations to ensure seamless service delivery, resulting in enhanced guest experience.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Fostered safe lodging environment with reliable and effective security services.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
Manager
Carousel Mall
2015.02 - 2024.07
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Hotel Manager
Atat Hotel
2011.04 - 2015.02
- Developed and implemented marketing strategies to promote hotel services.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Increased customer service ratings through personable service.
Sales Director
Conagro LTD
Sao Paulo
2006.03 - 2010.11
- Hired, trained and built high-performing team of sales representatives.
- Optimized sales operations by streamlining processes, implementing CRM systems, and developing comprehensive training programs for new hires.
- Boosted sales revenue by developing and implementing strategic sales plans and initiatives tailored to the organization''s goals.
- Enhanced customer satisfaction with a focus on fostering long-term relationships, consistently addressing client needs, and providing exceptional service.
- Increased average deal size by upselling additional products and services to existing clients.
- Developed strong partnerships with external vendors to enhance product offerings and drive higher profit margins.
- Led a high-performing sales team through effective coaching, mentoring, and performance management strategies.
- Updated products, service agreements and pricing to retain competitive advantage and generate new customers.
- Collaborated with cross-functional teams to develop innovative product offerings that addressed evolving customer demands.
- Created innovative sales strategies through monitoring and evaluating market trends and competitive offerings.
- Negotiated high-value contracts with key clients, ensuring mutually beneficial outcomes for all parties involved.
- Coordinated sales team participation in trade shows and expos, ensuring that staff were well-prepared for presentations and demonstrations.
- Delivered consistent results against quarterly targets by monitoring KPIs closely and adjusting tactics as needed.
- Launched successful marketing campaigns that generated an influx of qualified leads for the sales team to pursue further.
- Utilized consumer trends to shape sales approaches.
- Evaluated competitor offerings by conducting ongoing market research, proactively addressing potential threats to the company''s positioning.
- Exceeded sales goals through effective time management and resource allocations.
Education
Bachelor of Science - Political Science And Government
Lebanese University
Beirut 2001.04 -
Associate of Science - IT, Accountant
Biblos University
Beirut 2001.04 -
Bachelor of Science - Business Administration And Management
Biblos Univeristy
Beirut 2001.04 -
Skills
Office and staff streamlining
Guest services management
Guest experiences
Strategic planning and analysis
Account Administration
Marketing
Property Management Systems
Guest complaint resolution
Regulatory Compliance
Quality Assurance
Safety Procedures
Staff Training and Development
Community Relations
Teamwork and Leadership
Hotel Management
Languages
Arabic
Native language
English
Proficient
C2
Portuguese
Advanced
C1
Spanish
Advanced
C1
French
Intermediate
B1
Timeline
Hotel Manager
Carousel Hotel
2024.08 - Current
Manager
Carousel Mall
2015.02 - 2024.07
Hotel Manager
Atat Hotel
2011.04 - 2015.02
Sales Director
Conagro LTD
2006.03 - 2010.11
Bachelor of Science - Political Science And Government
Lebanese University
2001.04 -
Associate of Science - IT, Accountant
Biblos University
2001.04 -
Bachelor of Science - Business Administration And Management
Biblos Univeristy
2001.04 -
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