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An experienced, result driven hotel professional with over 15 years of experience in a variety of departments and general operational management. Driving revenue increase by implementing reports, analyses and procedures, enhancing productivity, as well as developing and leading others. Well versed in F&B, housekeeping, and quality operations with a strong focus on guest experience. Knowledgeable about budgeting, forecasting, and cost reduction coupled with an eye for guest satisfaction. Recognized as a focused and dedicated organisational leader with strong acumen in driving teams towards delivering exceptional results.
Quality & Continuous Improvement Manager
Holiday Inn Resort Kandooma - MaldivesAdministration & GeneralSeptember 2017 - Now · 1 year and 5 months
Lead and embed the quality and continuous improvement culture in the hotel by driving business excellence and guest love through: • Ensuring compliance to IHG brand standards; • Communicating the hotel’s performance in guest love; and • Using structured, data-driven tools and processes to facilitate, drive and monitor action plans and continuous improvement efforts. FINANCIAL RETURNS • Enable hotel to maximize effectiveness of resources through the recommendation, facilitation, driving and monitoring of action plans and continuous improvement initiatives on property. • Assist GM in driving business excellence in hotels as required. Using a variety of formal and informal communications channels, ensure hotel employees are engaged and understand the hotel’s Guest Experience quadrant metrics and results: • Disseminate reports, update notice boards / internal newsletters, etc. to ensure Guest Experience information is cascaded to all hotel employees. • Lead quality and continuous improvement segments in daily operations meetings and / or department meetings. • Provide hands-on support in data collection and audits to ensure team members are on the right track. • Work with relevant departments to provide training on Continuous Improvement tools and identify any additional product / service training needs to improve guest satisfaction. • Work with Training department to support service culture training. • Support IHG Asia Australasia Quality and Continuous Improvement team in continuous improvement methodology training, including taking on role of secondary facilitator, or where appropriate, lead facilitator. • Ensure compliance to IHG brand standards. • Communicate the hotel’s performance in guest love and the Guest Experience quadrant to all hotel team members in a timely and appropriate manner. • Champion corporate programs for quality and continuous improvement initiatives on property.
Taskforce Assistant QCI Manager
Holiday Inn Resort Phuket - Patong, ThailandAdministration & GeneralFebruary 2017 - July 2017 · 6 months
Assisting the QCI Manager in performing daily data analizing. Use excel and other tools to look for trends or certain patterns in operations. In charge of preparing for the Annual Brand Standard Audit. Work closely together with the different operational departments to maintain the brand standards. Implement "best practices" to achieve guest satisfaction. Come up with action plans if required to drive revenue and heartbeat scores for the hotel. assist all the departments with training together with the training manager. Work on special F&B projects as requested by the Director of F&B. Maintain a good and open communication with all different level of staff from front line staff to upper management. Attend daily morning briefings, departmental briefings.
Housekeeping floor supervisor/acting ass. HSK Manager trainee
The Ritz-Carlton Abama - Santa Cruz de Tenerife, SpainHousekeepingApril 2016 - July 2016 · 4 months
Cleaning rooms, learn about the cleaning products Supervise a team of housekeeping staff Help with scheduling, cost control of the housekeeping and laundry department Lead the entire evening shift/turndown service by myself Helping out other departments such as guest services during peak moments
Multi Unit restaurant manager/Quality manager
Chi chi's - Wemmel, BelgiumF&B serviceJanuary 2013 - March 2014 · 1 year and 3 months
Responsible for kitchen and restaurant team (+-60). Making schedules for all staff, making contracts, calculating hours and do payments of staff. Lead by example during peak hours. Giving trainings on service, wine knowledge, menu knowledge. Ordering of food and non food items.
Costa Crociere - Genoa, ItalyGuest RelationsApril 2009 - November 2012 · 3 years and 8 months
Giving welcome & farewell briefings. Making of daily newspaper in Dutch and English. Escorting guests on excursions and making announcements throughout the ship. Hosting captains cocktail and other evens onboard. Spokesperson between the different departments such as front office, housekeeping, F&B in case of complaints and helping solving them.
Bachelor Hotel Management
Erasmushogeschool Brussel - Anderlecht, BelgiumSeptember 2015 - Now
EnglishNative or fluent100%
DutchNative or fluent100%
GermanNative or fluent100%
- F&B micros
- Micro soft word excel pow
- Soft skills
- Use opera