Tareq Al-Masri
Director Of Operations - Hotel Manager
Amman
Summary
Results-driven Director of Operations and Hotel Manager with a proven track record in leading 4-star establishments, enhancing guest satisfaction, and driving significant revenue growth. Expertise in hotel pre-opening, brand repositioning, and operational restructuring across key areas including Rooms Division, Food & Beverage, and Front Office. Proficient in implementing standard operating procedures, training staff, and enforcing cost-control measures while ensuring exceptional service quality. Strong background in P&L management, budgeting, and strategic planning supports a focus on maximizing profitability and fostering sustainable long-term business growth.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Hotel Manager
Aqaba Gulf Hotel By FHM
Aqaba, Jordan
04.2025 - Current
- Directed the full reopening of a 207-room 4-star hotel, overseeing pre-opening operations including staff recruitment, training, supplier contracts, licensing, and SOP implementation.
- Developed and executed marketing, sales, and brand repositioning strategies, achieving rapid market re-entry, revenue recovery, and improved financial stability.
- Managed full P&L, forecasting, and budgeting, implementing cost-control measures that maximized profitability.
- Established a guest-centric culture, implementing service standards, complaint-handling protocols, and quality assurance systems that enhanced satisfaction and loyalty.
- Spearheaded digital marketing campaigns and promotional offers, driving occupancy growth and boosting F&B revenues.
- Strengthened cross-departmental coordination, introduced KPIs for departmental heads, and held regular management audits to ensure operational efficiency.
- Cultivated a positive workplace culture through recognition programs, training, and open communication, resulting in reduced turnover and higher morale.
- Implemented modern PMS, POS, and CRM systems, enhancing operational efficiency and enabling data-driven decision-making.
Director Of Operations
FHM Hospitality Management
Amman, Jordan
07.2019 - Current
- Directed daily multi-department operations, ensuring seamless coordination, compliance, and service excellence.
- Developed and executed strategic growth plans, improving profitability, market positioning, and competitiveness.
- Managed budgets, P&L, and vendor negotiations, implementing cost-control measures while maintaining quality.
- Implemented quality assurance, risk management, and contingency plans, safeguarding operational resilience.
- Introduced data-driven decision-making to optimize KPIs, revenue performance, and service delivery.
- Mentored and coached staff, fostering a positive culture of engagement, teamwork, and professional growth.
Director Of Hotel Operations/Hotel Manager
La Casa Hotel - Amman
Amman, Jordan
08.2019 - 05.2025
- Oversaw daily operations across Rooms Division, F&B, and Guest Services, ensuring seamless coordination and service delivery.
- Directed staff training, development, and performance evaluations, raising service standards and guest satisfaction.
- Implemented and monitored SOPs, ensuring compliance with brand standards, hygiene protocols, and quality requirements.
- Managed budgets, P&L, and financial reporting, introducing cost-control initiatives that strengthened profitability.
- Developed and executed strategic initiatives to enhance brand positioning, competitiveness, and long-term revenue growth.
- Ensured guest service excellence, resolving escalated issues promptly and consistently improving satisfaction scores.
- Oversaw day-to-day operations of 50+ room hotel with staff of 30 employees.
Director of Hotel Operations
O Beach Hotel & Resort
Dead Sea, Jordan
10.2022 - 06.2023
- Directed operations of a 40-room Hotel & Resort with restaurants, bars, pools, and a private beach, ensuring seamless service across all departments.
- Managed P&L, budgeting, and vendor negotiations, implementing cost-control measures while upholding luxury service standards.
- Oversaw staff recruitment, training, and performance management, building a motivated, high-performing team.
- Led property renovations with minimal guest disruption, delivering projects on schedule and within budget.
- Adapted operations to market trends and evolving guest expectations, ensuring competitiveness and revenue sustainability.
- Strengthened the resort’s brand positioning through targeted marketing initiatives and enhanced guest experiences.
Director Of Hotel Operations
The Sanrock Hotel Jordan
Amman, Jordan
08.2021 - 10.2022
- Oversaw the reopening of a 120+ room property with multiple F&B outlets during the COVID-19 pandemic, successfully restoring operations under strict health and safety protocols.
- Directed staff recruitment, training, and development, ensuring compliance with hygiene regulations while maintaining high service standards.
- Implemented and enforced departmental SOPs and safety guidelines, balancing operational efficiency with staff and guest well-being.
- Managed budgets, P&L, and cost-control measures, ensuring financial stability in a highly volatile market.
- Developed and executed strategic recovery plans to rebuild guest trust, strengthen brand positioning, and regain market share.
- Achieved measurable improvements in guest satisfaction and loyalty, despite pandemic-related restrictions and operational challenges.
Head Of Leasing & Customer Service
RAFAL Real Estate Development Co.
Riyadh, Saudi Arabia
10.2015 - 06.2019
- Directed leasing and client service operations, managing marketing campaigns, tenant sourcing, and lease negotiations to maximize occupancy and revenue.
- Oversaw customer service department and call center, ensuring efficient processes, high service standards, and consistent client satisfaction.
- Recruited, trained, and performance-managed staff, building high-performing teams across both leasing and customer service functions.
- Implemented policies and procedures to streamline workflows, improve profitability, and ensure compliance with company and legal standards.
- Analyzed market trends and customer feedback, adapting strategies to strengthen competitiveness and improve customer loyalty.
- Produced management and board-level reports with insights on performance, occupancy, and customer satisfaction KPIs.
- Strengthened tenant and client relationships by delivering personalized service solutions, effective complaint resolution, and proactive engagement.
Banquet and Events Manager
ORYX Hotel Aqaba
Aqaba, Jordan
08.2014 - 10.2015
- Planned, coordinated, and executed large-scale events and banquets from concept to post-event evaluation.
- Managed event proposals, budgets, and vendor contracts, ensuring compliance with legal, safety, and contractual requirements.
- Oversaw venue setup, catering, entertainment, and logistics, supervising staff to ensure smooth execution and guest satisfaction.
- Secured sponsorships and partnerships, increasing event profitability and exposure.
- Directed marketing and PR campaigns, liaised with media outlets, and enhanced brand visibility through strategic promotions.
- Acted as the primary contact for clients during events, resolving issues promptly and maintaining strong client relationships.
Banquet Sales Manager
Regency Palace & Hotel
Amman, Jordan
11.2008 - 05.2012
- Planned and executed large-scale banquets and events, overseeing the full cycle from client liaison and budgeting to post-event evaluation.
- Managed vendor contracts, sponsorships, and marketing campaigns, ensuring profitability, visibility, and maximum exposure.
- Directed event logistics including venue setup, catering, entertainment, and staffing to guarantee seamless execution.
- Supervised on-site operations, resolved client queries, and consistently delivered high guest satisfaction for both corporate and social events.
Education
Bachelor's degree - Hotel Management
Applied Science University - ASU
Amman, AM01.2007
High school -
National Orthodox School
Amman, AM01.2000
Skills
Team leadership and staff supervision (hiring, training, motivating, evaluating)
Strong decision-making under pressure
Hotel Operations Leadership (Rooms, F&B, Front Office) Vendor & Contract NegotiationEvent & Banquet ManagementStaff Recruitment, Training & LeadershipStrategic Planning & Business DevelopmentCrisis & Risk ManagementSOP Development & ImplementationGuest Satisfaction & Service Excellence Crisis & Risk Management Revenue Optimization & Cost ControlP&L Management & BudgetingPre-Opening & Hotel Repositioning Projects
Strategic planning and execution
Conflict resolution and staff relations
Coaching and developing high-performance teams
Hotel operations management (Rooms, F&B, Housekeeping, Front Office)
Implementation of Standard Operating Procedures (SOPs)
Guest satisfaction management and service recovery
Budgeting, forecasting, and full P&L responsibility
Cost control and inventory management
Proficiency with PMS systems (Opera, Sky Horizon, Cloud-based PMS)
Additional Information
- Certifications & Training: First Aid & Fire Safety Training, HACCP (Food Safety), Leadership & Management Workshops.
- Technical Proficiency: Property Management Systems (Opera, Sky Horizon), MS Office Suite, CRM tools.
- Languages: Fluent in Arabic and English (verbal & written).
- Interests: Travel, culinary trends, event management, and hospitality innovation.
Courses
Hotel Operations & Management
- Hotel Financial Management & Profitability
- Revenue Management
- Operations & Quality Management
- Health & Safety - Risk Management
- Hotel Technology Basics
- Hotel Real Estate & Investment
- Leadership, People Management & Organizational Culture
- Management & Leadership: Growing as a Manager
- Management & Leadership: Leading a Team
- Leading Culturally Diverse Teams in the Workplace
- Coaching & Counseling
- Modern Empowerment in the Workplace
- Handling Guest Complaints
- Communication Skills
- Body Language
- Up-Selling Techniques
- Digital Marketing for Hotels
- Corporate Event Management & Marketing
- MICE (Meetings, Incentives, Conferences, Exhibitions) Management
- Market Analysis
Timeline
Hotel Manager
Aqaba Gulf Hotel By FHM
04.2025 - Current
Director of Hotel Operations
O Beach Hotel & Resort
10.2022 - 06.2023
Director Of Hotel Operations
The Sanrock Hotel Jordan
08.2021 - 10.2022
Director Of Hotel Operations/Hotel Manager
La Casa Hotel - Amman
08.2019 - 05.2025
Director Of Operations
FHM Hospitality Management
07.2019 - Current
Head Of Leasing & Customer Service
RAFAL Real Estate Development Co.
10.2015 - 06.2019
Banquet and Events Manager
ORYX Hotel Aqaba
08.2014 - 10.2015
Banquet Sales Manager
Regency Palace & Hotel
11.2008 - 05.2012
Bachelor's degree - Hotel Management
Applied Science University - ASU
High school -
National Orthodox School