Ariel Lior
Rooms Divison Manager
Petaẖ Tiqwa
Summary
Driven hotel executive with a strong passion for excellence, innovation, and luxury hospitality. I lead with confidence, clarity, and a hands-on approach—focusing on process optimization, team development, and delivering exceptional guest experiences. I am committed to driving continuous improvement and long-term success, with the goal of setting new standards of performance and guest satisfaction.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
3
3
Languages
Work History
Rooms Division Manager
Crowne Plaza Tel Aviv City Center
10.2023 - Current
- Lead and oversee the Rooms Division, managing approximately 60 team members across Front Office, Housekeeping, Maintenance, and Guest Relations departments.
- Ensure guest satisfaction by upholding high service standards and operational excellence across all rooms-related departments.
- Maintain consistent departmental performance and guest experience quality, even during periods of severe staffing shortages and operational challenges.
- Drive guest satisfaction KPIs (e.g., cleanliness, room readiness, maintenance response) with a measurable improvement in hotel review scores and Medallia feedback.
- Increase in-room revenue and profit margins through upselling initiatives and optimization of in-room services and guest add-ons.
- Manage department budgets, control expenses, and monitor yield to ensure profitability and cost efficiency.
- Collaborate closely with all department heads to strengthen interdepartmental communication and coordination, improving overall guest flow and issue resolution.
- Coach and develop department managers to meet key performance indicators and improve underperforming areas through tailored action plans.
- Implement and lead multiple operational improvement projects, including adoption of new technologies (e.g., digital check-in/out, smart room maintenance tracking, F&B Technological assistance .)
- Serve as acting General Manager when required, demonstrating strategic leadership and cross-functional decision-making.
Front Office Manager
NYX Hertzliya - Fattal/Leonardo Hotels
08.2021 - 10.2023
- Lead and oversee the daily operations of the front office, including reception, concierge and guest services , ensuring seamless and professional guest experiences.
- Uphold and enforce high standards of hospitality and personalized service in line with the hotel’s international brand values.
- Recruit, train, and mentor front office staff to foster a culture of excellence, accountability, and continuous improvement.
- Handle guest feedback, complaints, and special requests with discretion, efficiency, and a commitment to complete satisfaction.
- Implement service innovation and process optimization to enhance operational efficiency and guest engagement.
- Serve as a role model for exceptional customer service, professionalism, and international hospitality standards.
- Manage a team of 10 front desk agents and concierge staff, ensuring high performance, motivation, and service excellence.
Front Office Manager
The Drisco – The Leading Hotels of The World
06.2021 - 08.2021
- Established and developed highly-efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Financial control over department - Settling both private and groups bills. Working directly with the hotel's Comptroller.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Oversaw quality control and productivity rates to increase revenue and production times.
Front Office Manager
Crowne Plaza
03.2018 - 06.2021
- Lead front office operations in alignment with IHG brand standards and service culture.
- Ensure a consistently high level of guest satisfaction through warm, personalized, and anticipatory service.
- Train, supervise, and motivate a multicultural front desk team to uphold IHG’s values and service excellence.
- Handle VIP arrivals, loyalty members (IHG One Rewards), and guest recovery with professionalism and care.
- Monitor guest feedback through platforms like Medallia and take proactive measures to maintain high scores.
- Making sure that the team reaches Upsale , Members Recognition and Guests Satisfaction goals.
- Managing a team of 17 employees including Concierge and Guest Service departments.
- Financial control over department - Settling both private and groups bills. Working directly with the hotel's Comptroller.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
- Act as Duty Manager when required, representing hotel leadership and resolving complex guest situations.
Assistant Front Office Manager
Crowne Plaza
05.2017 - 03.2018
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Implemented new training programs for administrative personnel on office operations and latest technologies.
- Managing Front Office staff ( 6-10 Employees).
- Direct contact with global IHG Rewards Club agents .
- Maintaining and achieving department goals in Guest Satisfaction and Upsales .
Assistant Front Office Manager
West Boutique Hotel
01.2015 - 03.2017
- Responsibility on the Front Desk Team.
- Spa manager - Bookings and managing a team of 5 workers.
- Served as floating manager-on-duty, MOD, to cover shift shortage.
Education
High School Diploma -
Tzafit Regional School
Kefar Menachem 09.2005 - 07.2011
B.A - Political Science And International Relationships
Open University
Tel Aviv 10.2020 - Current
Skills
Calm Under Pressure
Ability to multitask
Initiative and Problem Solving abilities
Charismatic
Leadership Skills
Accomplishments
- IHG Business School 2019 - Invited to join the IHG Business School - an international program of Intercontinental Hotels Group where one employee of each IHG Europe hotel is invited per year. The program gives management tools for future IHG prospects.
- Successfully led the implementation of multiple operational and digital systems across key hotel departments, including Food & Beverage, Front Office, and Housekeeping, enhancing efficiency, service consistency, and interdepartmental communication
Additional Information
- European Citizenship.
- Ready for relocation.
Timeline
Rooms Division Manager
Crowne Plaza Tel Aviv City Center
10.2023 - Current
Front Office Manager
NYX Hertzliya - Fattal/Leonardo Hotels
08.2021 - 10.2023
Front Office Manager
The Drisco – The Leading Hotels of The World
06.2021 - 08.2021
B.A - Political Science And International Relationships
Open University
10.2020 - Current
Front Office Manager
Crowne Plaza
03.2018 - 06.2021
Assistant Front Office Manager
Crowne Plaza
05.2017 - 03.2018
Assistant Front Office Manager
West Boutique Hotel
01.2015 - 03.2017
High School Diploma -
Tzafit Regional School
09.2005 - 07.2011
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