Mohamed Fahmi Abdul Karim
Singapore
Summary
Result-driven and professional individual trained in the hospitality industry, with a strong focus on rooms division operations and management. Demonstrated track record of providing exemplary services in new and ever-changing markets. Recognized for progressive leadership experiences and a passion for continuous improvement through strategy discussions, implementation, and execution of multi-level service excellence for stakeholders, customers, and partners.
Overview
23
23
years of professional experience
Work History
Associate Director of Facility Ops
1880 Pte Ltd
06.2021 - Current
- Hired as Operations Manager in June 2021– Promoted to Associate Director as of June 2022.
- Reporting directly to CEO & Founder.
- Led teams of up to 4 personnel, supervising daily performance as well as training and improvement plans.
- Overseeing overall facility maintenance of 2 locations.
- Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
- Work in tandem with F&B Service team, Events Dept, Bar team, Spa team, Kitchen team, Reception team.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Involvement in top management strategy meetings/discussions/plans.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Manage expectation for projects that requires working with multiple vendors and contractors.
- Manage all logistical requirements for events, M&E servicing tasks and other ad-hoc improvement projects.
- Involvement in IT, AV, Electrical, AC, Plumbing, Fire & Safety requirements & maintenance
- Involvement in Procurement of items required from any of the specific team & sustainability programs.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Hotel Manager - Designate
Amoy Hotel (Far East Hotels)
03.2021 - 06.2021
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established a positive work culture that promoted teamwork, collaboration, and employee morale.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Implemented revenue management strategies to maximize room rates, occupancy levels, and overall profitability.
- Managed hotel operations for seamless functioning, ensuring high levels of efficiency and guest satisfaction.
- Monitored safety procedures to ensure a secure environment for both guests and employees.
- Ensured compliance with all local regulations related to hotel operations and licensing requirements.
- Developed strong partnerships with local businesses to create exclusive offers and packages for hotel guests.
- Streamlined check-in/check-out processes by introducing new technology solutions, reducing wait times for guests.
- Reduced operating expenses by negotiating with vendors and optimizing resource management.
- Fostered partnerships with local businesses to enhance guests' experience and promote local tourism.
- Analyzed market trends to adjust pricing strategies, keeping hotel competitive while maximizing profits.
Assistant Front Office Manager
Village Hotel Changi
- 03.2020
- Assisting the Front Office Manager to manage the front office department
- Managing team of 27 staffs for Front Office Operations which includes: Guest Check in & check out experience, Concierge Operations, Call Centre Operations
- Implementing Operational process to ensure efficiencies within the department
- Working closely with other departments within the Hotel Property to ensure guest satisfaction is at its optimum output
- Managing guest feedback/complaints and defining options of service recoveries available
- Completed internal courses assigned by Direct Supervisor
- Assist in other aspects of hotel operations including those outside of departments jurisdiction
- Successful implementation of Kids Indoor & outdoor areas with activities
- Efficient management of Hotel Pending accounts within Front Office context
- Efficient on following up, investigating of occurrences within hotel context
- Constantly generating suggestions, opinions, and ideas to improve members & their guests experiences with tabulating and enquiring on feedbacks from them.
F&B Manager
1880 Singapore
11.2017 - 05.2019
- Hired as head of Reception and re-designated to F&B Manager effective 1st July 2018
- Opening team of 1880 (Operations) for Front Office Team
- Managing team of 6-7 Receptionists for Front of House Operations which includes: Members’ Welcome Experience, Engaging with Members and their guests on welcome and touring the spaces, Managing Members’ requests whilst in 1880, Managing enquiries via email or phone calls, Managing and booking of various event spaces for members, Managing members’ request for visits to overseas reciprocal clubs, Scheduling with Operational Efficiency as a guideline on 2 weeks basis
- Managing side-duties which includes hosting for Leonie’s (restaurant) or F&B events for table management, front of house operations for Mei (spa) & front of house Bardo (co-working space) tenants
- Direct relationship manager for all Members of 1880 and overseas reciprocal clubs
- Handling and communicating 1880 member’s interest to visit reciprocal clubs overseas
- Managing Overseas reciprocal club members intending to visit 1880
- Meeting up & welcoming each member personally to 1880
- Conduct trainings for new Receptionists and existing staffs on all Front of House aspects of operations within 1880
- Setting up P&P for FOH operational requirements
- Assisting in Event set-up, event operations and execution of events
- Assisting on F&B operations (Leonie’s & Members’ Lounge)
- Constantly generating suggestions, opinions, and ideas to improve members & their guests experiences with tabulating and enquiring on feedbacks from them.
Acting FOM
Le Meridien Singapore, Sentosa (Rebranding Team)
- Rebranding team from Movenpick to Le Meridien on June 8th 2016
- Nominated as SPG Champion (Loyalty program)
- Nominated as Star Guest champion (Direct liaison for Elite VIP guest stays)
- Worked with Marketing Associated to install Key collaterals under Le Meridien brand guidelines
- Implementation to work with local art organization to generate Destination unlock program
- Worked with Housekeeping Departments to ensure Rooms brand collaterals are inserted during the rebranding phase
- Conduct progressive trainings on SPG programs on New Hires and existing associates
- Achieved above goal on targeted SPG Enrolments set for 2016 & Emails captured for SPG enrolments
- Worked closely with SPG Hotel coordinator for LMSS with Bimonthly conference calls and driving SPG awareness and training with associates to achieve the goals
- With constant training and discussion on areas to improve for Enrolment drive, Property had accomplished 237% increased vs 250 enrolments goal (Jan-May) on SPG Enrolments for YTD-May 2017
- Received bonus of 10K Star points as part of SPG Champion success platform
- With Improvement of Market List and FO Stock management with training regime implemented, Actual expenses for month of Jan 2017 was lesser than Budget Forecast
- Stocks on hand was better managed with span of 1-2 months usage compared to previous practice of overstocking and wastage due to lack of stock take checks/balance and associate’s lack of ownership
- Engaged and worked with Sales Team to spread awareness to corporate clients on Limo services by incorporating transportation elements into their business or selling as a separate package
- This increases revenue for Jan, Feb, Mar, April & May combined at 150% vs total expenses
- Introduced weekend Valet services to improve driveway experienced and reduced guest complaints by 85% with incorporating expenses into Wedding Packages as a whole and into weekend room rates to utilize room revenue to knock off Valet Expenses
- Nominated as Direct Liaison for GSS replies (Guest Satisfaction Survey – Marriott & Starwood)
- Maintained above 90% on Alerts response to feedback shared through GSS up to date
- Maintained Check in experience at above targeted set by AP Corporate Office branding
- Maintained Departure Experience at above average goal for AP (March) set by Corp Office
- Worked with RDM to improve on guest Welcome experiences from Driveway impact, Check-in, Room escorting, stay experience and Departure through progressive training platforms by looking at opportunities to better create efficiency on operational workflow and limit the unnecessary “Blank spaces” in between
- Implemented Priority Guest Program in Le Meridien Singapore, Sentosa with Welcome engagements via guest emails prior to arrivals, Destination unlocked guides and Farewell emails using the Star Guest portals as a tool to understand and provide VIP guests preferences during their stay
- Mentored Junior associates and provided leadership training skills which leads to 2 promotions for month of May
- (Asst DM to DM, Asst GRM to GRM)
- Worked with Revenue Manager, Reservations team & Sales on SPG promos / hotel promos on proposals to increase on room revenue for example, receival of Bonus points for every corporate rate directly booked hotel branding website & packages incorporating Sentosa attractions
- Room revenue profit increased for Jan, Feb, Mar 2017 combined with progressive training on areas that will affect guest satisfaction, property recognition on various platforms
- Project Involvement on PIP projects to rebrand the aesthetics of the hotel aspects to fit Le Meridien brand standards and guidelines
- Project Involvement on Property Management System change
- Implementation of empowerment structure to enable Managers to justify decisions made to influence guest satisfactions
- With daily training (Train to Ten) and case study sharing from various guest feedbacks received, Complaints on Services provided by associates reduced by 50% based on casual daily engagements with guests during their stay and reviews from GSS.
Acting FOM / HOD
Movenpick Heritage Hotel Sentosa
- 06.2016
- Achieved career progression in joining Movenpick Heritage Hotel Sentosa
- Re-assigned to Acting Front Office Manager as of March 2016
- Managed a 191-room full service upper scale luxury property consisting of 5 tiers of room category
- Managing team of 21 Front Office professionals across division of 5 sub departments: Lifestyle Managers, Guest Relation Team, Guest Service Agents, Service Plus (one stop call centre), Front Services (Concierge Team)
- Assisted in reducing stock expenses by 20%, for 2016, with Market List process in place, Forecasting, Stock Taking, Check and Balance
- Introduced New Limo arrangements and processes in Jan 2016
- Increase of Limo revenue by 120% and reducing limo cost by 30% from previous vendor STLY
- Fostered strong working relationships with all professional across all hotel departments
- Monitored the appearance and performance of all front office professionals
- Directed the daily activities of the all-sub team members within the Front Office Department
- Implemented New Hire on board progressive training plans and targeted achievement timelines
- Served as public relations representative for the hotel
- Implemented Guest Welcome Drink hours with local delights proposals
- Worked with Executive Chef to improve on Guest Amenities for special occasions guests (Birthdays, Anniversary, Honeymooners, etc.)
- Handles on site and after-hours guest feed backs, requests, complaints
- Improved customer service ratings through daily review of guest satisfaction index (VEOS) from 75% to maintaining 85% from Jan 2016- End May 2016
- Email engagements with guest through feedbacks shared on various platforms.
Senior Assistant Manager (Senior Management)
Village Hotel Albert Court
07.2011 - 09.2015
- Hired as Assistant Manager (Duty Manager) in July 2011
- Promoted to Senior Assistant Manager in March 2015
- Generated GM Report on weekly basis
- Piloting and Maintaining Priority Guest Program with email and tracking of progressions
- Maintaining Daily Guest engagement with guests programs during Tea Time periods in the Hotel
- Guest satisfaction increased by 80% and Complaints was turned into feedbacks shared by guest on site
- Handling day to day operations of the Front Desk staff, concierge team, F&B departments (Banquet, Room Service, Lobby Bar & Club Lounge)
- Maintaining Guest Service Standard are at the highest optimum output
- Assigning VIP rooms and ensure their requests are met
- Handling Guest Feedback & unsatisfactory occurrences
- Successful set up relevant policy & procedures for Front Desk operations & F&B sub departments
- Successful set up of stock management processes and policy
- Stock Taking, Ordering & Cost Control
- Dealing with outsource suppliers and contractors on ad hoc basis
- Training of junior staffs and new joiners
- Night Audit processes.
Guest Service Executive (Shift Leader)
The Sentosa Resort & Spa
09.2010 - 07.2011
- Shift leader role to maintain on day Front Desk procedures are smooth
- Direct liaison for VIP guest staying in the property
- Progressive up-seller within Front Office team
- On day rooms inventory controller & room assignment detail
- Assigning of guests room to best fit their accommodation needs
- Front Desk stock controller - Ordering & Re-stocking of supplies
- Cost control.
Retail Supervisor (Coach)
Nike Singapore Pte Ltd (Flagship Store)
11.2008 - 08.2010
- Joined as an Athlete (Retails Associate) in Nov 2008 as part of the Opening Team
- Conduct monthly seasonal change over products, visual merchandising and achieve monthly sales target set by corporate office
- Promoted to Coach (Retail Supervisor) after one year of employment
- Assist Store Manager as Floor Supervisor level to maintain and oversee day to day retail operations
- Driving the team to achieve daily sales targets and monthly sales target
- Overall, in charge for Nike ID Studio within the retail floor
- Overseeing of Stock Management for Nike ID Studio.
Guest Service Officer (Trainee)
The Sentosa Resort & Spa
11.2006 - 10.2008
- Front Desk procedures of guest services (Check-in, Check-out, guest related issues)
- Undergoing Diploma in Hospitality Management
- Ensuring guest needs are met to the best level possible
- Maintaining Front Desk procedures and policies.
Restaurant Waiter / Poolside Bartender (Part Time)
Grand Hyatt Singapore
02.2006 - 11.2006
Porter / Concierge (Part Time)
The Beaufort Hotel Singapore
10.2005 - 02.2006
Police Tactical Trooper (SOC - NS Men)
Singapore Police Force (Special Operations Command)
06.2003 - 10.2005
Banquet Waiter / Bartender (Part Time)
Carlton Hotel Singapore / Holiday Inn / Beaufort Hotel
06.2001 - 06.2003
Education
Mechanical Technology
Institute of Technical Education (ITE Balestier)
Singapore,01.2003
High School Diploma -
Ahmad Ibrahim Secondary School
Singapore12.2000
Primary School Leaving Examination (PSLE) -
Temasek Primary School
Singapore12.1996
Skills
- Facility Management
- Room division operations
- Event management
- Health and Fire Safety
- Budgeting & Forecasting
- Service standards efficiency
- Policy and procedures compliance
- Employees’ recruitment and coaching
- Communication and coordination
- Analytical troubleshooting
- Operations Oversight
- Teamwork and Collaboration
- Service Delivery Management
- Reliable and Responsible
- Attention to Detail
- Problem-solving abilities
- Collaboration and Teamwork
- Critical Thinking
Nationalservice
Completed NS
Personal Information
- Available: 3 month notice period
- Age: 40
- Date of Birth: 03/12/84
- Nationality: Singaporean
Timeline
Associate Director of Facility Ops
1880 Pte Ltd
06.2021 - Current
Hotel Manager - Designate
Amoy Hotel (Far East Hotels)
03.2021 - 06.2021
F&B Manager
1880 Singapore
11.2017 - 05.2019
Senior Assistant Manager (Senior Management)
Village Hotel Albert Court
07.2011 - 09.2015
Guest Service Executive (Shift Leader)
The Sentosa Resort & Spa
09.2010 - 07.2011
Retail Supervisor (Coach)
Nike Singapore Pte Ltd (Flagship Store)
11.2008 - 08.2010
Guest Service Officer (Trainee)
The Sentosa Resort & Spa
11.2006 - 10.2008
Restaurant Waiter / Poolside Bartender (Part Time)
Grand Hyatt Singapore
02.2006 - 11.2006
Porter / Concierge (Part Time)
The Beaufort Hotel Singapore
10.2005 - 02.2006
Police Tactical Trooper (SOC - NS Men)
Singapore Police Force (Special Operations Command)
06.2003 - 10.2005
Banquet Waiter / Bartender (Part Time)
Carlton Hotel Singapore / Holiday Inn / Beaufort Hotel
06.2001 - 06.2003
Assistant Front Office Manager
Village Hotel Changi
- 03.2020
Acting FOM
Le Meridien Singapore, Sentosa (Rebranding Team)
Acting FOM / HOD
Movenpick Heritage Hotel Sentosa
- 06.2016
Mechanical Technology
Institute of Technical Education (ITE Balestier)
High School Diploma -
Ahmad Ibrahim Secondary School
Primary School Leaving Examination (PSLE) -
Temasek Primary School
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