DIRECTOR OF OPERATIONS

Hotel ~ Hospitality ~ Operation

QUALIFICATIONS SUMMARY
Customer-centric, performance-driven senior executive powered with more than 12
years of management experience in full-service hospitality operations. Possess s
tellar reputation in directing all facets of the industry utilizing broad backgr
ound in providing hands-on leadership to achieve solid business results. Show pa
ramount efforts in innovating hotel concepts as well as in addressing guests’ needs
and concerns to continuously improve service standards, quality, and profitabili
ty. Earned reputation in establishing long-term quality relationship with indivi
duals of diverse cultures and organizational backgrounds by providing utmost sat
isfaction. Proven effectiveness to multi-task in a globally competitive, challen
ging, and fast-paced environment. Display technical proficiency with Microsoft O
ffice Suite, Kronos, Epitome (property management system), and Micros Opera; kno
wledgeable in all web-based applications.
CORE COMPETENCIES
- Hospitality and Operations Management
- Quality Control and Assurance
- Innovative Presentation
- Budget and Inventory Control
- Project Planning and Development
- Profit and Loss Analysis and Accountability
- Client Relation Management
- Outstanding Leadership and Teambuilding
- Leadership, Training, and Team Building
- Time Management and Prioritization
- Outstanding Customer Relations
- Cost Control and Implementation
PROFESSIONAL EXPERIENCE
OMNI HOUSTON HOTEL WESTSIDE - Houston, TX
Director of Rooms
2006 -2010
Supervised the maintenance of a high quality service and accommodation in Rooms
Division budget development and control, recruitment, as well as with highly ski
lled hospitality professionals’ training and development. Proactively oversaw an exe
cutive team and solely managed the annual strategic business plan’s development and
execution. Earned numerous accomplishments that is instrumental in product quali
ty maintenance, and provided the company with an edge over the competition.
Notable Accomplishments:
- Seamlessly intensified the entire Guest Satisfaction scores from 8.62 to
9.04
- Ranked as the third in the company’s overall guest satisfaction in 2008
- Mentored and directed one director of rooms, two front office managers,
two guest services managers, and two leaders in development
- Earned AAA 4 Diamonds for four consecutive years from 2007 to 2010
- Escalated 2% of the Rooms Division profitability
- Grew 5% of the Revenue per Available Room Index
OMNI HOUSTON HOTEL - Houston, TX
Front Office Manager
2005-2006
Spearheaded the front office daily operations which include reservation processi
ng, check-in and check-outs, communication center, as well as with guest service
s operations. Manage the Rooms Division’s checkbook maintenance and control. Oversaw
 front office associates’ recruitment and training.
Notable Accomplishments:
- Dynamically enhanced the 2005 Front Office AOS from 2.9 to 3
- Significantly acquired labor productivity goals
- Ameliorated the 8.92 guest satisfaction scores to 9.08
Director of Housekeeping 2003-2005
Assumed the responsibilities of rooms and public space products’ quality maintenance
. Ensured utmost level of cleanliness, budget expenses control, house laundry op
eration, health club, and pool operation. Rendered assistance in Rooms Division’s bu
dget development. Instrumental in In-house Guest Laundry transaction into outsi
de contractor in 2003. Conferred in the property’s iProcurement training with Electr
onic Purchase Order.
Notable Accomplishments:
- Earned the 3rd place in the company’s 2003 and 5th 2004 Guest Room Satisfact
ion
- Enhanced scores of Housekeeping Associates Satisfaction for 3.2 to 3.5 i
n 2004
Stewarding Manager 2001-2003
Singlehandedly directed the cleanliness and inventory, all banquets’ daily setup, ca
tering, and outlets functions of the China Glass and silverware. Supervised all
food and beverage areas’ cleanliness that includes kitchen and back of the house spa
ce.
Notable Accomplishments:
- Cultivated Stewarding Department’s productivity for two consecutive years (2
001 and 2002)
- Sustained the 3.8 Associate Satisfaction Scores and almost zero turnover
for two years
HOUSTON COUNTRY CLUB - Houston, TX
Kitchen / Stewarding Manager
1997-2001
Managed the China Glass, silverwares, daily banquets setup, as well as outlets a
nd catering functions. Ensured the cleanliness of the kitchen and all storage ar
eas.
Notable Accomplishments:
- Streamlined the operations of the Stewarding Department and transferred
the overnight cleaning from outside to in-house contractor.
EDUCATION
Associate Degree in Mechanical Engineering
University of Mostar, Bosnia and Herzegovina, 1987-1989
PROFESSIONAL DEVELOPMENTS
Completed five Omni Hotels Company Leadership Programs - Procurement Web-based P
rogram
Reservations and Property Management Systems within a Company Program
Food and Beverage Development Program
ACHIEVEMENTS
Manager of 1st quarter, 2003 -Manager of the year, 2003
Manager of 3rd quarter, 2001 -Manager of the year, 2001
ACTIVITIES
Sports Section Coordinator Bosnian Cultural Community Center, 2006-Present
Volunteer Teacher, Junior Achievement Participant, 2007-2009