Ghassan Al-Sawalha
Joradan Amman
Summary
Proven Operations Manager with a track record of enhancing operational efficiency and customer satisfaction at Quest Travel. Skilled in Operations Management and Team Leadership, I spearheaded initiatives that increased productivity by 30% and fostered strong client relationships, ensuring seamless project delivery and staff development. Seasoned Operations Manager and talented leader with 21 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
23
23
years of professional experience
Work History
Operations Manager
Quest Travel, Magic Arabia Travel
Ammann
06.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Implemented quality control systems to boost overall product consistency and reliability.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Increased profit by streamlining operations.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
Operations Manager
Blue Bell Tours
Amman
06.2006 - 10.2022
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Airport Representative
Magic Jordan
Amman
03.2003 - 06.2006
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Resolved passenger issues promptly and professionally, maintaining positive relationships with airline partners.
- Facilitated group travel coordination through efficient organization of seating arrangements and handling any special requests from large parties.
- Assisted passengers with special needs, ensuring a comfortable travel experience for all customers.
- Streamlined check-in processes by efficiently managing queues and verifying travel documents.
- Coordinated transportation for passengers with tight connections, reducing missed flights and enhancing customer satisfaction.
- Collaborated with security personnel to ensure a safe airport environment for both passengers and staff members.
- Conducted pre-flight announcements to inform passengers of safety procedures and aircraft details.
- Processed ticket changes, upgrades, cancellations, and refunds accurately while adhering to airline policies.
- Collaborated proactively with customs officials when necessary to resolve international passenger documentation issues.
- Improved airport wayfinding by providing clear directions to facilities such as gates, restrooms, and food courts.
- Monitored gate activities closely to identify potential problems or delays that could impact flight schedules.
- Maintained organized documentation of passenger information for operational efficiency.
- Supported airline staff in facilitating smooth boarding processes, minimizing delays and maximizing on-time departures.
- Provided exceptional hospitality services to VIP guests at the airport lounge area, creating a relaxing atmosphere before their flights.
- Provided feedback to airline management on ways to improve passenger experience and streamline airport operations.
- Assisted families traveling with young children or elderly relatives by providing additional support during check-in process.
- Ensured smooth operations during irregular operations or emergencies by following established protocols and communicating effectively with team members.
- Maintained up-to-date knowledge of airport procedures, effectively addressing passenger inquiries and concerns.
- Managed lost luggage claims by liaising with baggage services, expediting the return of personal belongings to passengers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
Operations Manager
AL Wadi Tours
Amman
01.2002 - 05.2003
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
Education
Diploma - Airport Management And Flight Services
Andalus College
Amman 02.2000
High School Diploma -
Imad Aldain Zinky School
Madaba 05.1996
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Operational Efficiency
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Staff Management
- Inventory Management
- Management
- Operations Oversight
- Performance monitoring
- Employee Motivation
- Staff Development
- Customer Relationship Management
- Goal Setting
- Client Relationships
- Workflow Optimization
- Project Leadership
- Client Relations
- Delegation
- Work flow planning
- Cost Reduction
- Logistics Oversight
- Customer relations specialist
- Supply chain distribution
- Contract Management
- Expense Reports
- Program Administration
Timeline
Operations Manager
Quest Travel, Magic Arabia Travel
06.2023 - Current
Operations Manager
Blue Bell Tours
06.2006 - 10.2022
Airport Representative
Magic Jordan
03.2003 - 06.2006
Operations Manager
AL Wadi Tours
01.2002 - 05.2003
Diploma - Airport Management And Flight Services
Andalus College
High School Diploma -
Imad Aldain Zinky School