Said Oueini

Overseeing the daily operations of the Rooms Division Department, including Front Office, Guest Services, Bell desk, Telephone Operator & Housekeeping Department. Evaluating Guest Satisfaction index and monitoring new trends with a focus on consistently improving guest experience. Focusing on increasing room revenues while managing operational expenses in efforts to increase Rooms Division Profitability. Managing Rooms forecast and budget. Handled the Opening project of an Additional 45 new Pool Villas. Handling and coordinating renovation and maintenance projects of different villa categories. Updating and implementing new SOPs for Front Office and Housekeeping in efforts to elevate standards and increase efficiency. Implementing new Post Covid19 SOPs for both Housekeeping and Front Office and conducting daily trainings to ensure teams understanding and 100 % compliances to the new procedures.

Managing the property’s operations overseeing all departments and functions, leading the operational team by ensuring that goals are being translated to the team as they relate to guest experience and productivity while creating and nurturing a property environment that emphasizes motivation, empowerment, teamwork, continuous improvement and a passion for providing service. Managing Profitability by ensuring a viable key control program is in place, reviewing financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Achievements Increased Breakfast guest experience by 15 % points by implementing a new Breakfast concept based on a more personalized service and more engagement with guests. Closing the year with 85 % Breakfast heartbeat score vs 70 % the previous year. Increased overall arrival experience score by 8 % points by implementing Pre- Arrival procedures and new steps leading to a more organized, faster and flawless check – in and check out experience. In addition to a brand new amenity program and in room display setup. Closed the year with overall guest experience of 89 % Vs 81 % the previous year. Implementation and overseeing of several renovation & maintenance projects in efforts to develop overall guest experience and ensuring the product and services offered to the guests are up to brand standards and maintaining the property’s luxury image and reputation in the market. Managed to turn a budgeted full year loss into a positive Net Profit by increasing topline revenue while having a better control over the expenses. Reducing Food Cost from 41 % to 33 %. Lowering the amenities expenses and payroll while maintaining quality of products and services. Increased employee satisfaction score from 66 % to 81 % year over year.

Developing and implementing property-wide strategies that deliver products and services to meet and exceed the needs and expectations of tenants and stakeholders and provides a constant enhancement to the overall guest experience, which in return helps in the positioning of the residences in the high-end luxury market. Continuously identifies and corrects building and service defects while providing increase in value. Ensuring constant high occupancy and financial return to the ownership.

• Leading and managing the day to day Sales Team Activities • Handling International Leisure Segments, from US, Europe & Middle East. • Overseeing and responsible for the achievement of Leisure, Corporate & Mice Segments goals • In Charge of Rosewood Elite ( RHR Program for VIRTUOSO Agents ) Contracting , Organizing FAM Trips , Promotions • Developing Customer relationships while guiding and assisting the Sales team in achieving the hotel goals • Creating and implementing sales strategies for the different segments and ensuring proper understanding and execution of these strategies by the sales team • Working on the marketing plan budget and forecast as well as managing the departmental expenses • Analyzing market information and prepare the various reports for revenue meetings and owners meetings • Hiring New employees based on the business needs • Ensuring to develop the team skills by ensuring training attendance • Work closely with Regional Sales Office to develop and nurture the relationship of the Global negotiated accounts

• In charge of Government accounts, corporate accounts (Law Firms, Oil & Gas, Defense Construction Engineering) as well as in charge of GCC market. • Responsible for Generating Group leads and handle group leads process until group turned to Definite. • In Charge of All RFP Loading on Lanyon • Participated in Rosewood road show in London, Visiting Corporate & Travel & Mice Accounts. • Organized Sales trip to build relation with Major Travel Agencies & Corporate accounts in Saudi Arabia, Qatar, and Kuwait. • To take responsibility for the compilation and execution of quarterly sales action plans as agreed with Director of Sales. • Working on Corporate accounts reports and developing strategies to maximise and increase production. • Working on analysing reports from Hoteligence and developing strategies & action plans to ensure maximum coverage and to increase production & revenue from the different segments.

• In charge of Leisure Segment both International and GCC markets. • Participated in the IGTM 2011(International Golf Travel Market) that took place in Belek, Turkey. • Participated in GCC Starwood Road show in Riyadh, Jeddah, Kuwait, Qatar & Dubai. • Organized Sales trip to build relation with Major Travel Agencies & Corporate accounts in Saudi Arabia, Kuwait, Qatar. • Proactively manage a pre-determined number of key accounts/key prospects and other active accounts to ensure maximum yield in line with budgetary objectives. Maintain valid call objectives and relevant action plans for each key account/key prospect and ensure all follow up is executed in a timely manner. • Proactively prospecting new accounts for the Hotel and Starwood properties worldwide and following the sales process through to convert into ‘producing’ accounts

• Handling the Government segment as well as international Leisure markets. • Responsible for Generating Group leads and handle group booking process until group turned to Definite. • Participated in Four Seasons Road show for Dubai & Abu Dhabi • Researching new market opportunities and developing strategies to penetrate companies, organizations likely to produce to the hotel. • Preparing & reporting statistics useful to our sales efforts including nationality, guest origins, booking sources, etc. • Participating in familiarization tours. • Representing the hotel at travel trade or business functions . • Developing overseas accounts by planning & conducting international sales trips • Undertaking Duty Management shifts as rostered.