Where customer service is a passion and attention to details is a must
Ramy El Shaarawy Portfolio
Excellence & Elegance
I am a hotelier with a great passion for the word and I knew that not only because I am a sociable person who likes to travel and get to know people , NO , It is simply because I do possess the main ingredients which allowed me to grow on confronting all various challenges and obstacles as the arise.These are without doubt qualities which are very basic and human, ingredients as I mentioned before are forgotten and I am sure you will agree with me as being recruiter yourselves that it is really very difficult now a days to find people who possess such simple components.Back in my school days which was in Alexandria, Egypt and like everyone else just before graduating trying to find out what we want from life and where we want to be . I had no trouble at all as my mind and heart were set on hospitality, so here I am pursing my dream, career and taking the first step on the ladder by applying to the Arab Academy for Science & Technology part of the American University education system in Alexandria which by the way in 1992 had just opened a new Hotels & Tourism department lucky for me as my grades in the final school year were not enough to get me in the faculty of Hotels & Tourism (governmental education).So you can imagine at that stage how lucky I was to have this opportunity which as a private education was really expensive, however my parents knew what my dreams are and they did support me to pursue it. And from there my challenge in life has become bigger, first to take a complete advantage of this opportunity to make my parents proud of what I had achieved and to show them my token of appreciation for what they have done for me.During the four years of university I had the opportunity to learn more about the industry from different aspects practically and theoretically and it was a great as most of the subjects were given by people who are in the field like GM’S , Operations Managers etc. I was really glad because the system in which the university operates was not the usual one as I mentioned before we had people from the industry running the lectures, they were from different nationalities as well as the students. It was a very open minded multi-cultural environment which helped a lot in developing my skills, knowledge, eagerness and passion for the industry and in June 1996 I graduated with the Bachelor degree in Hotel Studies and here I am ready to face the real deal with an open mind, ambition and excitement.As a hotelier I started my journey from scratch in 1997 working for Sofitel as a receptionist gradually my passion, hard work, eagerness, willingness, desire, ownership , ambition and above all my positive attitude and energy has helped me to develop my existing skills as well as gaining new ones which was observed and noticed by various managers in my career who saw the potential in me and did indeed without hesitation given me the opportunity to climb further the ladder to become who I am today a true professional hotelier who does not know the word ( NO ) and more over ready at all times to jump the obstacles with an open mind and attitude.Qualifications & Skills
Team Building, Focus on Recruitment
Supervisory skills, Focus on Feedback
Personnel skills, Up selling skills and techniques (Claviga development & Training}
Mary Gober (A Unique approach in customer service)
Service Extraordinaire programme (Novotel London West}
Management skills, Employment Law & First Aid
Computer skills: Microsoft Office (Words, Excel & PowerPoint), Fidelio (5, 11 7, 14) & Micros Fidelio
Employee of the month (April 1997), Reception competency (April 1998)
Shift Leader competency (November 1998), Employee of the month (January 2005)
Developing the leader in you programme {Dale Carnegie} May 2005
National Certificate for Personal License Holders (valid until April 2016)
Team Building programme {Accor Academy ‘Paris’)
‘MDP’ Management Development programme (Accor June 2005 – May 2006}
Sales & Marketing Strategy (Accor March 2009 -- July 2009)
Health & Safety Certificate (Valid until 18/01/2015)
Creating a training programme based on Service Extraordinaire (Novotel Warsaw Center)Leadership
During my career I have observed a lot of managers and leaders as well as participating in trainings in an attempt to develop and shape my own managerial character. I have to say that through my journey I have seen a very few true hoteliers which had a great deal of influence on mine. I can tell you that my management style is as follow:
A flexible who combines the three different styles of management (Directive, supportive & delegation).
Adapts according to the situation.
Tough & fair.
Lead by example.
Throughout my career I’ve always strived for service excellence, extraordinaire and by exceeding both my expectations as well as people (guests, co-workers & managers). I had my up’s & down’s and learned how to deal with it from different sources my parents , Managers & leaders who influenced my approach and Dale Carnegie’s Golden book ( Principles from how to win friends and influence people ). I have always taken a full advantage from each opportunity in the different hotels were I worked by developing myself, climbing the ladder of success and equally given each over 100 % loyalty , passion , hard work and whenever I decide to leave is solely based on my ambition , eagerness and continues search for development and success.
MY MOTTO
If your actions inspire others to dream more, learn more, do more and become more, you are a leader.
My Career Path
Premier Inn Dubai Dragon Mart Hotel
General Manager
July / 2019- February 2023
It is without a doubt our second successful pre-opening of Nakheel /Premier Inn Hotels, located near International City, Premier Inn Dragon Mart is a stone’s throw from Dragon Mart retail complex. A shopping paradise where you can find everything on your list – from kitchen sinks to mobile phones and everything in between! After a long day shopping guests can retreat to Premier Inn Dragon Mart to share a meal at Nuevo Restaurant, or catch up with friends at Mr Toad’s Pub and Kitchen. The 304-room hotel is just 15 minutes from Dubai International Airport, with easy access to Downtown Dubai, Midriff City Center and Meydan Racecourse all a short ride away.
Premier Inn Dubai Ibn Battuta Mall Hotel
Operations Manager
July / 2016- June 2019
A very much challenging opportunity to join the pre-opening team of the largest Premier Inn in the Middle East with its prime and strategic location.
Our new Premier Inn Dubai at Ibn Battuta Mall has 372 rooms, a restaurant, fully licensed bar, Costa coffee shop, swimming pool and gym. What’s more, our hotel is directly linked by a pedestrian bridge to the Ibn Battuta Metro station and the mall. There are several bus links to Dubai’s top attractions - the Palm Jumeirah, Dubai Marina, Jumeirah Beach and more.
All our rooms have 24-hour free Wi-Fi access to keep you connected throughout your stay. Each room features an en-suite bathroom, a flat screen TV, tea and coffee making facilities and a work desk. If you need anything more, all you have to do is just ask our friendly team. Guests can also enjoy a splash in our swimming pool or work up a sweat at our well-equipped gymnasium.
Premier Inn Dubai Ibn Battuta Mall is both a business and family-friendly hotel that is well equipped to make your trip a memorable and pleasurable experience.
Amlak Hospitality member of Qatar Foundation
Hotel Manager
October/ 2015- June / 2016
A very challenging opportunity to join a young company in establishing there first Hotel which lies in a very unique and strategic spot called Al Shaqab and it is in Education City near to Qatar National Convention Center and Qatar Foundation Headquarters .My role involves and covers several operations were I Lead, direct, plan & organize all aspects :
The running of the Al Shaqab Hotel a 70 rooms Boutique. The Campus -HBKU Guest Residence a 300 single rooms , were we manage on behalf of the Hamad Bin Khalifa Universities. Qatar Foundation Headquarter, outside catering & sports events.Pullman Dubai Deira City Centre
Rooms Division Manager
January /2013 - May /2015
Another challenging opportunity to join an existing Accor property which has been in the Dubai market for over 15 years, a very much established and was the most profitable property for Accor. The property was at the time going through the re-branding process. My role involves and covers several operations were I Lead, direct, plan & organize all aspects beside my duties as a Rooms Division Manager
Managed successfully the first closing of a property which was the Pullman Dubai City Centre Residences with 112 apartments.
Managed successfully the pre-opening and opening of the Pullman Dubai City Centre Residences with a deluxe and a very mush state of the art 133 apartments
Pullman Dubai Mall of the Emirates
Front Office Manager
June /2010 - December /2012
A very challenging opportunity to join Pullman Dubai Mall Of The Emirates as a part of the pre-opening team.
Managing the overall development and training process for all team members with a great deal of support and motivation.
Ensuring 100% guest satisfaction as well as meeting
the brand standards requirements and maximizing the hotel
revenue.
Managing an upselling program which has contributed to the average room rate of 20-30 Dirham a month as well as increase of 3 to 4% in RevPAR per month and on the first year of implementation we have achieved an incremental revenue of 3 million Dirham
Novotel Warsaw Centre, Poland
Rooms Division Manager
May / 2008- May/2010
4* Hotel with 733 bedrooms & conference facilities. The flagship of Accor in Poland and one of the biggest Novotel's in the world, with a prime and strategic location in the heart of Warsaw.
In addition to the main responsibilities of managing Front office, Reservations & Housekeeping departments from all aspects, I became involved in revenue management, Sales & Marketing strategies as well as creating a training programme to improve and enhance the level of services throughout the hotel operation.
Novotel London West
September/ 2003 -April /2008
4* Hotel with 630 bedrooms, excellent facilities and service delivery set the standard for London hotels, event and conferencing venues. Novotel London West have won 24 awards for excellence in 5 years (2002- 2007). The flagship of Accor hotels in the UK and of the biggest Novotel's in the world.
August/ 06- April / 08 Guest Services Manager
To maintain guest satisfaction & consistency in the level of services provided. By overseeing: Front Office, Lobby Management, VIPs', Security, Aircrews, Concierge and Car Park and working closely with all head of departments to ensure service Extraordinaire
July / 05 - July / 06 Front Office Manager
It is roles were I managed the running of a very busy operation .Overlooking the reception, porters, concierge and Reception Duty Managers (team of 30). Supporting, guiding, training, coaching, motivating and lead by example
June / 04 - June / 05 Reservations Manager
I was given the opportunity to run the reservations department which was a challenge were I had to establish, build, motivate, encourage and create an atmosphere to achieve our goals which is to maintain a high score in signature reservations calls to maximize our revenue, level of occupancy and average room rate
September/ 03 - May/ 04 Duty Reception Manager
The role involved the daily running of the front office operation, coaching, training, developing and monitoring the team performances as well as conducting appraisals, interviews and to ensure that we as a team are on the same path by sharing information and involving the team in figures about the hotel performance.
Texaco Petrol Services, Leicester
Customer Services Consultant
November / 2001-August / 2003
s a professional customer service my role is to liaise with customers to ensure maximum satisfaction levels are being achieved and maintained, it is also a requirement that I provide a feedback to staff and implement strategies in which continuous improvements can be made.
Hilton Corby, UK
Front Office Manager
January / 2001-October / 2001
4* Hotel with 105 bedrooms, Conference facilities and licensed wedding suite. As an experienced member of the hotel management team, I assumed responsibility for the successful operation of the reception, concierge and switchboard. successful.
Hilton London Metropole
Assistant Front Office Manager
March / 1998-December/ 20004* Luxury hotel with 1,069 bedrooms & extensive conferencing facilities: This position involved the co-ordination of the day-to-day operation of a busy reception desk dealing with guest complaints, queries and forecasting room occupancy and implementing techniques in which we can maximize profitability. I was actively involved in the departmental up selling scheme and became a coach to numerous members of the team to ensure that this was successful
Sofitel Sharm El Sheikh, Red Sea, Egypt
Front Office Agent
February / 1997-February/ 1998
5* Hotel & resort located in Naama Bay with 300 bedrooms & 5 private luxuries villas : In this position I was involved in the daily running of the front office operation as a receptionist, cashier and night receptionist these duties included checking in & out ,dealing with complaints, enquiries, handling cash and processing the daily financial transactions.
Professional Recognition
Samy Ibrahim
Operations Manager at Amlak hospitality
I would like to express my sincere appreciation and gratitude towards Ramy for his professionalism and dedication to supporting the team and the operation. As my direct superior, Ramy have extended his guidance and assistance to me and all the team at Amlak Hospitality and Al Shaqab Hotel. I have learnt so much from Ramy in the past few months that I have worked with him.
Ramy, you are an inspiration to me. I have watched the efforts you make to move the place with its operation and employees to the next level. You have always served as an example not only to me but to all of us. Our entire team is indebted to you for steering us through the day to day operation and challenges we had.
I am appreciative of the new initiatives you have started for all of us at the Hotel. Ramy, you have instilled professionalism and core values in operation and me personally. Thank you for your guidance and supervisionMujeeb Afridi
Operations Manager at Amlak Hospitality
Ramy El Shaarawy is a dynamic energetic leader. He brings out the best in his team while making sure everyone is challenged and remains engaged. He supports his staff in their decisions while creating a learning environment that is parallel to no other. His staff also learns from his “lead by example nature”. Ramy is an asset to any team looking to prosper and grow
Mostafa Osman
Restaurants Operations Manager
Dear Mr. Ramy ,
First of all let me seize this opportunity to express my deeply thanks for your professionalism and your ideal leadership skills which develop and improve our property Al Shaqab Hotel and bringing up Marwan Club & Chef's Garden restaurant from 398 position to be 41 at TripAdvisor as well you create a dynamic , energetic , professional , cooperative , proactive , hands on ,and amazing TEAM since you joined us at the Hotel almost 4 months ago.
Mr. Ramy from my personal and business point of view let me say you gave us the real example of THE LEADER .
To be honest I need to say more and more but I will follow your lead & guidance and our actions will speak loud . Congratulations for all the team at Al Shaqab Hotel and Amlak Hospitality for having the greatest opportunity of working with Leader like youLaurent Barelier
Regional Director Of Revenue MEA Millennium Hotels & Resorts
Ramy is a hands-on, straightforward, dedicated FO Manager who was substantially involved in rolling out a new Web reservation Tool at Pullman MOE (481 rooms & suites) in 2012. I enjoyed working with him and appreciated his professionalism & can-do attitude. I would recommend him for Rooms Division Management responsibilities and wish him the best in his endeavors.
David Dunn
Owner at Hospitality & Real Estate Consultancy - Retired
I worked with Ramy when opening the Pullman Dubai Mall Of The Emirates. I was working for the developer of the hotel and handing over to Accor as operator. Ramy approached each problem in a professional manner, well prepared with a solution and ensured that his team were equally well briefed. This made the transition proceed smoothly and I would have no hesitation in recommending Ramy
Artur Derela
Mercure Poznan Centrum - General Manager
I met Ramy when he came to Novotel Warsaw Centrum. He was the first Room Division Manager in our Hotel which was so much focus on guest satisfaction and feedback.
Always we knew that we can leave hotel when he was on duty.
Never had any negative comments from our guests and business partners.
Hope to work with you in the futureValerie Branchereau
Distribution platform Manager at Accor, Asia Pacific
It was my pleasure to invite Ramy to come over in Novotel Warsaw Centrum 2 years ago, because he consistently met and often even exceeded the expectation while working with him from abroad.
When implementing international cross-training between London and Warsaw, we worked closely and it was his motivation and commitment to the program that show an enthusiastic, dedicated co worker with reliable work habits. The teams came back overwhelm from weeks spend in London, the impressive customer service and co worker relation that was existing there empower the teams, and successfully took place within their own environment.
His willingness to help the team, and to get the job done right the first time, shows a great deal of dedication. He is efficient in planning projects, punctual in meeting deadlines, and conscientiously adheres to company standards and guidelines. I can only recommend Ramy as a rock-solid Manager in training and team management.Robert Wright
Managing Director at Davies Tanner, an international PR Agency working within travel, leisure and business tourism
.I had the pleasure of working with Ramy when he was in London, and was always appreciative of his highly professional approach to his work and guests, and the way in in which he worked with his colleagues and team members.
I would have no hesitation in recommending Ramy to othersMichael W. G. Sloan
General Manager at Novotel London West
Ramy was totally customer focused offering high levels of customer care to all our guests no matter what the situation. He was professional at all times and respected by every member of the team
Yan PANG
Sabbatical
I still remember Ramy talking about the importance about "Listening" and anticipating guest needs during my first interview. That is Ramy, guest-centered and highly devoted to improve service quality, a good manager, and a true asset to any organizations.
Helen Kalyan Chartered FCIPD
Group Director of Human Resources at Aspen Healthcare
I had the pleasure to work with Ramy for about 4 years. Ramy is a dedicated and committed team player, always supportive to his colleagues and managers. Ramy is someone you can always depend on, he came up trumps on many occasions when the going got tough, always ready to step in. Ramy is a true hospitality professional and his guest care is second to none, I have no hesitation in recommending Ramy, every organization should have one!
Denis Rollet
Assistant Regional Director of Sales - London at Hilton Worldwide
Ramy's professionalism and attention to details were exemplary and he is a very trustworthy individual. His leadership and customer service skills were often put to the test due to the size of the property and the nature of the business but he always responded well to the intense demand put on him both from clients and/or colleagues alike. I would be delighted to recommend Ramy to any employer.
Emma (Hickie) Brierley
Senior Human Resources Manager at Starwood Hotels & Resorts Worldwide, Inc.
Ramy was a very dedicated Guest Services Manager, who cared passionately about his guests happiness and welfare. He had a "can do" attitude at all times and knew how to deliver excellent service when challenges were thrust upon him.
Ramy also cared for his team and the team members around the hotel, always trying to make their days happy and filled with laughter too.
Ramy has a great sense of humor and was a team player at London West - he was great to work with and I wish him all the bestAlex Mosquito
Hotel Manager
Ramy is a great asset to whichever organization he joins. He is enthusiastic and always dedicated to the job at hand. He is a great manager who enjoys managing by example and can always be found assisting and supporting his team members on the front line. An inspirational figure who greatly supported the Service Extraordinaire culture change at Novotel London West and was always willing to try and develop different ideas to ensure our guests were always extremely happy with our service. Glad to have had you on my team.
Elias Chakhtoura
General Manager at Fairmont Bab Al Bahr, Abu Dhabi
I had the pleasure to work with Ramy El Shaarawy at the Pullman Dubai Creek City Center Hotel and Residences during his assignment there from 2013 to 2015. He has done a remarkable job as member of the senior management team and it is a great pleasure for me to recommend him.
During his tenure at the Pullman, Ramy was Rooms Division Manager of the hotel which includes 317 rooms and suites, 6 outlets and 11 meeting rooms and Ballroom.
Ramy oversaw all the major operations of the Rooms department, from housekeeping, laundry and landscaping to front office and reservations. He also worked on several major projects such as the rebranding of the hotel to the Pullman Brand and the complete refurbishment of the Pullman Residences.
He improved the quality scores of the hotel through enhancing the guest experience and has implemented a successful upselling program.
Ramy has also managed to create strong relationships with the key management of the City Center site (Deira Mall and MAF Holding) and was known as the reference person to contact for any need.
Along with his knowledge and expertise, Ramy is a true team player with a positive attitude and passion at work. He has strong leadership and interpersonal skills, hard-working and willing to take on new challenges.
I am confident that Ramy will become a valuable asset to any company with his work ethics and years of experience in hospitality.Bruce Tennant
Operations Director, London Area, United Kingdom
I worked with Ramy on two opening projects over the course of 4 years, the latter when he was deservedly promoted to General Manager.
I have always found Ramy to be an entirely dedicated individual, highly organised, reliable, resilient and focused on delivering the very best guest experience.
He is well versed in the commercial aspects of the business, from S&M to R&D to working a P&L, likewise he has a good grasp on how to manage diverse stakeholders.
Ramy was someone who worked hard to achieve his goals, he was a good listener and highly receptive to feedback. As such, his progress to date has been very much of his own making.Elena Prutzerova
Business Administration/Management/Housing/Project Management, Qatar Foundation
Ramy has taken on a leadership role of Rooms Division Manager at our guest residence project at Qatar Foundation while handling responsibilities of the Hotel Manager in a very diverse environment under umbrella of AMLAK Holding (hotel operations, F&B, combination of educational and hospitality sector) and his in-depth knowledge, commitment, integrity and stamina have been very impressive.
Ramy has taken on his multiple roles with full-on result oriented approach and has indeed made a very positive impact on our operations and team in a short period of time. His extensive experience and knowledge, not only implemented in our startup phase and operations, but also has readily shared the knowledge with colleagues while developing the team, has proven to show the best of his highly professional hotelier abilities.
It has been privilege working with Ramy.
I have no doubt that Ramy will continue his solid leadership journey in his future career and I sincerely wish him all the best success!Ahmed El Bassyouni
Head of Hospitality and Commercial Leasing at Al Ghurair, Dubai
I had the pleasure to work with Ramy in two different hotels in two different countries with a 15 year gap between both.
Apart from the obvious changes in responsibilities where he was Front Desk agent when we first met, a Rooms Division manager in our second stint together he still has that amazing energy and motivation where everything and anything is possible!
I have always found Ramy a highly dedicated person to his team, company and guests and has that ability to create a positive and fun environment to work within which naturally brings the results any hotel operator desires.
He is a person of principles, integrity and honesty and has always been a joy to work with.Rajiv Tarcar
Country General Manager- Premier Inn Hotels Qatar
Ramy is a seasoned hotel operator with an excellent track record with pre-opening hotels. He is a sharp and extremely result oriented manager. He has a hands-on approach and leads from the front. Ramy has a keen eye for detail and an ability to think out of the box, which helps him resolve complex issues. He is also known for his collaborative management style and pleasant personality, which makes him a popular leader.
I have seen Ramy flourish in two distinct businesses, with Al Shaqab in Qatar and more recently with Premier Inn Dubai Ibn Battuta Mall, which has won several awards in the last 2 years. Both projects were opened and managed very successfully under his leadership, which speaks volumes about his capability and adaptability. I certainly see Ramy as a future General Manager and wish him all the best in his career.The Show Must Go On
Novotel London West (Service Extraordinaire Program).Premier Inn Dubai Dragon Mart Hotel 15th Of December 2019 Opening .The pleasure is all mine
Dubai , UAE
Premier Inn Dubai Dragon Mart Hotel00971 557230415
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