Rozlaine Hakiki

Managed the overall operations, staff management, and guest satisfaction of a luxury hotel with 269 rooms.

• Improved quality by 1.8 points with a 96% guest satisfaction score,
• Successfully conducted a partial room renovation while operating,
• Launched a coffee shop & worked on the pre-opening stage of a new F&B concept restaurant and lounge,
• Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.

Managed the overall operations, staff management, and guest satisfaction of a 52 rooms lifestyle hotel.

• Set the hotel and restaurant budget
• Build the Sales, Marketing, and E-Commerce action plan
• Build the Revenue Management strategy
• Recruit department heads
• Ensure all the E-learnings and trainings are completed
• Ensure the Brand Standards are followed
• Oversee and manage all departments
• Focus on Key performance indicators
• Adjust sales and marketing strategy
• Launch offers driving revenue
• Maximize revenue through an accurate yield strategy
• Ensure guest satisfaction scores are met
• Join sales calls and attend trade shows (Tfest Dubai 2021)
• Prepare monthly financial reporting for owners
• Respond to audits for continual improvement

• Involved by the General Manager in all the tasks and decisions
• Interview, train and supervise department heads
• Ensure staffing levels cover business demands
• Inspect property on daily basis to ensure standards are followed
• Ensure that guest expectations are exceeded
• Respond to guest complains and emergencies
• Monitor daily the forecast and adjust the strategy
• Join sales calls and attend trade shows (ATM in Dubai since 2009, ILTM)
• In charge of Middle Eastern and GCC Embassies and Labels accounts
• Analyze monthly the profit and loss statement
• Follow up the property works (2012-2016)

• Supervise Sales, Front Office, Housekeeping, and Engineering departments
• Update department processes
• Ensure employees are properly trained and provide excellent guest service
• Welcome VIP and regular guests
• Deal with guests complains on site and by email
• Ensure the sales strategy is followed and adjusted according to targets
• Ensure the targeted budget is achieved
• Oversee the property daily activities as a duty manager

• Recruit, manage, and train the Front Office team
• Improve communication between the Front team and the other departments
• Resolve guest issues
• Improve guest loyalty score
• Welcome VIP guest and regular guests
• Join sales calls and attend trade shows

• Manage individual and group bookings
• Prepare daily rooms pick up report
• Manage and distribute rates and inventory across all channels
• Manage rate positioning within the competitor set
• Contribute to sales prospecting and calls
• Involved in building the sales and marketing action plan

• Participate in hiring and training the Front Desk team
• Responsible for guest assistance files and guest surveys
• Work on improving guest satisfaction & loyalty
• Listen and act on guest issues and concerns
• Oversee the hotel as a Night Manager