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Souffian ZAERAOUI

My name is Souffian Zaeraoui; I am currently working at the Pullman Gurgaon Central Park (a five star Accor hotel of 285 rooms, with six operational food and beverage outlets, 30,000 square feet of banquet space, one wellness zone with spa, salon, gym, and pool and one shop) as Operations Manager.

I overlook the entire hotel operations (rooms, F&B, security and engineering) as well as HR, Finance and Distribution, Revenue, Sales & Marketing activities in coordination with the concerned executive committee members and the General Manager of the hotel.

I have been in Pullman Gurgaon Central Park forthree years as I joined the hotel during the pre-opening stage as Front of House Manager. I have then been promoted to Rooms Division Manager in charge of Revenue and Distribution before I became acting Operations Manager in September 2013 and promoted in January 2014.

I am now moving as Hotel Director at the Novotel Dubai Al Barsha, a 465 rooms hotel.

I am an MBA in International Hospitality Management (IMHI) graduate from ESSEC Business School with a broad and diverse experience in the hospitality industry, and my achievements reflect a strong ability to accomplish varied and diversified tasks with regards to the overall management, organizing, planning, and directing of the services in a hotel establishment.

I have occupied different work positions: from cost controller and income auditor, to operations manager with experience in rooms as well as food & beverage in between. These positions helped me acquire deep analytical skills within the profit and loss approach. My management decisions and my efforts towards revenue generation and cost control have led me to achieve great financial results.

My commitment to excellent customer service and attention to details have been recognized through the operating results and guests feedback throughout my career.My experience at Pullman Paris Tour Eiffel has fostered my dedication on attitude, service delivery and exceeding guests’ expectation. In this perspective, I was associated with the set-up of HotSOS, a total quality management system, which is now a great asset for service optimization.Since opening, Pullman Gurgaon Central Park has been recognized and awarded by the corporate office, the travel trade magazines and the clients through online and offline satisfaction surveys and web portals;the hotel has already received two Tripadvisor certificates of excellence.

Moreover, I had the opportunity to manage, lead and develop various teams from 25 in the UK to over 460 in India. Indeed, my core focus is on training and development, as I believe that human management is a key success factor within the hospitality industry. My passion for the industry filters over into the teams that I worked with. To me leading by example reflects my management style and I work as a team builder and as a coach. I give the same level of importance to all employees to ensure their future growth and compliance to the brand operating procedures and culture.