BEST PROFESSIONAL SUCCESS

Transcription

1 BEST PROFESSIONAL SUCCESS 15 th EDITION 17 th NOVEMBER 2014 "For 15 years, the Hospitality Awards allow the international hotel industry to showcase their most original initiatives and their most successful innovations. Through all the candidature, and not only the finalists and winners, emerge the multifaceted face of a constantly evolving hospitality." 1

2 SOUFFIAN ZAERAOUI French / Moroccan Born in March 1985 Operations Manager Pullman Gurgaon Central Park Accor HotelServices ESSEC Business School MBA in Hospitality Management (IMHI 2011) 2

3 EDUCATION : ESSEC Business School Paris, France MBA in International Hospitality Management, IMHI 2007: Marne-la-Vallée University Emerainville, France Bachelor Degree in Hospitality and Tourism Management, Major New Technologies (with honors) 2006: Lycée Saint Louis Montargis, France Undergraduate Diploma in Hospitality Management (BTS), Major Hotel Marketing And Management (with Honors) 3

4 PROFESSIONAL EXPERIENCE 2014: Pullman Gurgaon Central Park, Accor India Operations Manager 2013: Pullman Gurgaon Central Park Rooms Division Manager in charge of Revenue and Distribution : Pullman Gurgaon Central Park Welcomer Manager (Front of House Manager) : Pullman Paris Tour Eiffel, Accor - France Rooms Division apprentice : Novotel Cardiff Centre, Accor - UK Food & Beverage Services Manager : Novotel Cardiff Centre Assistant Food & Beverage Manager : Marriott Paris Rive Gauche Hotel & Conference Centre Cost control and income audit apprentice 4

5 ACCOR ACCOR WORLDWIDE 3,576 HOTELS 461,719 ROOMS 92 COUNTRIES 160,000 EMPLOYEES 5

6 PULLMAN BRAND TO DATE 83 HOTELS, ROOMS ACROSS 5 CONTINENTS Aims to offer the most vibrant upscale hotel experience thanks to its attractive content, tailored to suit its customers and delivered by lively and dynamic staff AMBITION: 150 HOTELS 6

7 PULLMAN GURGAON CENTRAL PARK ROOMS: Superior rooms 90 Deluxe rooms Pullman plus floor - 75 rooms including 22 suites MEETING FACILITIES 8 meeting spaces and 3 outdoor venues across three levels with a total area of 30,000 sq.ft. 5 Boardrooms FOOD & BEVERAGE SEN5ES: All Day Dining La Riviera: Specialty restaurant Citrique: Lobby bar i-kandy: Lounge by the Poolside Plus Lounge: Executive Lounge Room service: 24 hours a day, 7 days a week LEISURE FACILITIES Fit and Spa Lounge Salon and Swimming Pools Jogging Tracks 7

8 INITIATIVE AND PERFORMANCES EMPLOYEE SATISFACTION GUEST SATISFACTION OWNERS SATISFACTION ACCOR SATISFACTION 8

9 CURRENT ROLE Reports and works with the General Manager, manages the hotel operations in order to maximise profit potential and to ensure superior guest service and product quality Develops, recommends, implements and manages the operational department s annual and long term goals Manages performance issues that arise within the operational departments, as well as trains, develops, coach and counsels, conducts performance evaluations and resolves problems of the departmental team members and managers Ensures guest and employee satisfaction, while maintaining market competitiveness Anticipates and addresses guest issues and establishes proactive processes to promote guest satisfaction Evaluates changes in guest needs, the guest mix and competitive set, to recommend appropriate product/service and operational changes as necessary Ensures optimal compliance with corporate focus audit. 9

10 EMPLOYEE SATISFACTION Survey: Accor India has moved from GREAT PLACE TO WORK top 50 in 2013 to top 20 in 2014 Coaching and mentoring: FO Management Trainee joined the hotel after undergraduate diploma and is now a Duty Manager at the hotel. He is now getting transferred to Pullman Novotel Delhi Airport, a 670 rooms property as Duty Manager Attrition rate: Reduced by 15% from 2012 to 2013, and by 32% from 2013 to

11 GUEST SATISFACTION Medallia Our comments on the service attentiveness and efficiency have been positive since opening Tripadvisor We have ranked 10 th in the city within 3 months and maintained it till date (as a minimum) We are at 87% recommendation and have received certificate of excellence two years in a row Awards 2012: Best upcoming business hotel in the city (Today s traveller) Best upcoming business hotel in India (Hospitality India) 2013: Best business hotel in India (Today s traveller) 11

12 OWNERS SATISFACTION Revenue increased by almost 40% and with a flow through close to 60%. I indeed maintained a strong focus on topline and revenue generation whilst ensuring that the expenses are strictly controlled In 2014 YTD, the F&B cost of sales has reduced by 4 points comparing to 2013 after implementation of stricter controls and major events P&L calculation In 2014, we revamped the pool bar and renamed it as i-kandy (opened on 15 th of March) It has already generated more revenue in 5 months than it had in the past 2 years with major events with more than 1400 people Picture on the left 12

13 CORPORATE OFFICE SATISFACTION Best reservation audit score for an opening hotel in Asia-Pacific after strong focus on training and mock calls during pre-opening Scored more than 90% on the Pullman brand audit conducted by an external auditor Increased loyalty cards enrollments by 800% between 2012 and 2013 and achieved more than budget. Le Club Accor hotels was discussed in every briefing, results were shared and displayed in the back office, trainings were organized frequently and incentive plan was designed Online contribution doubled between 2012 and 2013 with a strong focus on GDS productivity (advertising, spotlight, preferred placement) and OTAs (sales calls, online content review, TravelAds) 13

14 NOW MOVING TO DUBAI I am moving as Hotel Director end of October at the Novotel Dubai Al Barsha The hotel offers 465 rooms, 9 function rooms, 5 restaurants and bars, a fitness Centre, spa and swimming pool 14