Open to opportunities

Mina Hanna

@minahanna

Message

Operations and Front Office leader in luxury hospitality driving service excellence and revenue.

United Arab Emirates

Message

What I'm looking for

I seek a senior operations or front-office leadership role in luxury hospitality where I can drive service excellence, revenue growth, and team development while leveraging technology and process improvement.

I am an accomplished Front Office and Operations leader with 15+ years in luxury hospitality, combining hands-on guest relations expertise with P&L oversight, SOP development, and team training to consistently improve guest satisfaction and profitability. With a Computer Science background, I leverage technology, data insights, and process automation to optimize workflows and inform strategic decisions that enhance the guest experience.

Throughout my career I have led large rooms-division teams, managed pre-opening launches, delivered VIP and UHNW guest experiences, and achieved measurable improvements in GSS, audits, occupancy and revenue metrics. I design and implement structured training programs, enforce operational standards, and provide board-level reporting to drive continuous improvement and growth.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Almirax Holiday Homes & Real Estate

Jun 2025 - Present (3 months)

Lead operations for luxury holiday homes, delivering bespoke UHNW guest experiences, driving revenue and P&L performance, and implementing SOPs and training to improve efficiency and service standards.

UHNW Guest Relations P&L management SOP Development Guest Experience

Front Office Manager

JA Ocean View Hotel

Aug 2022 - May 2025 (2 years 9 months)

Managed Rooms Division operations and a 56+ member team, improved guest satisfaction and TripAdvisor rankings, and optimized occupancy, ADR and upselling to drive front-office revenue growth.

Rooms Division Management Team Leadership Revenue Management Upselling Service Recovery Staff Training

Front Office Manager

The Dubai EDITION

Jun 2022 - Aug 2022 (2 months)

Led front office operations for 35+ staff, improved process efficiency reducing check-in/out time by 30%, increased Bonvoy enrollments 20% and contributed to 10% room revenue growth via upselling.

Process Optimization Team Management Upselling Marriott Bonvoy Enrollment ISRA Audit

Welcome Desk Manager

W Dubai The Palm

Nov 2018 - Jun 2022 (3 years 7 months)

Led pre-opening front desk operations, developed SOPs and training for 25+ agents, achieved 93% ISRA audit score and reduced guest wait time by 35% while increasing upsell conversion 15%.

Pre Opening Management SOP Development Training ISRA Audit Opera PMS Guest Flow Optimization Upselling

Welcome Office Manager

W Abu Dhabi Yas Island

Feb 2022 - Mar 2022 (1 month)

Temporarily led welcome desk and guest relations, managed 20+ staff, coordinated VIP and group arrivals, and coached teams on upselling and service recovery to maintain brand standards.

Guest Service Team Leadership VIP Upselling Service Recovery Event Coordination

Assistant Manager Front Office

Sofitel Dubai The Palm

Nov 2016 - Jun 2018 (1 year 7 months)

Supervised 30+ front office staff, maintained guest satisfaction above 90%, reduced complaints 20% and collaborated with departments to increase occupancy by 8% while managing budgets and payroll.

Budgeting Payroll

Assistant Front Office Manager

Conrad Dubai

Dec 2014 - Nov 2016 (1 year 11 months)

Led pre-opening front office setup for 40+ associates, developed SOPs, implemented Opera PMS reducing errors 20%, and achieved brand readiness ahead of schedule while improving service scores 15%.

Pre Opening Coordination SOP Development Opera PMS Quality Assurance Performance Tracking

Front Desk Supervisor

Hilton Marsa Alam Nubian Resort

Aug 2011 - Nov 2013 (2 years 3 months)

Supervised daily front desk operations and a team of 10+, improved guest satisfaction through complaint resolution, trained staff on Hilton standards and Opera PMS, and ensured billing accuracy.

Staff Training Opera PMS Housekeeping Liaison Service standards

Sales Executive

Safir Hotel Cairo

Jul 2009 - Jul 2011 (2 years)

Drove B2B sales and marketing initiatives to secure large-scale contracts, increased sales revenue and improved customer engagement through targeted demonstrations and staff training.