General Manager
Raffles Hotels and Resorts - Seychelles
Dirección
mayo 2016 -
mayo 2018 · 2 años y 1 mes
Responsible for 86 villas within six categories with a group turnover of 12.5M Euros. Managed a team of 298 staff to deliver outstanding hospitality solutions across all rooms, F&B outlets, Spa and Security. Drive initiatives to enhance customer service in line with the Raffles Seychelles Brand, increase productivity and build high performing teams.
• Improved guest engagement scores and achieved the Trust You Overall score of 92 in 2017 and the LQA average score of 84 in 2016/2017.
• Redesigned the organisational and departmental operations and created a working environment that encouraged high performance and career growth, successfully increasing employee engagement.
• Implemented lean methodologies to eliminate waste and increase financial efficiency, successfully reducing the cost structure and maximising ROI.
• Promoted the brand and acted as the company representative, increasing awareness of the hotel’s exceptional guest experiences.
• Role modelled expectations of performance and behaviour, including coaching, training and mentoring staff to nurture long-term and repeat business.
• Conducted all financial analysis and applied high-level commercial acumen skills to ensure the hotel’s continued profitability balanced with regulatory compliance and OH&S standards