Canada
An experienced business leader with proven leadership performance in the education, tourism, and hotel industries. Skilled in computer applications and quick to learn new information. Strong work ethic with diverse skills acquired through several international University degrees, a passion for travel to +80 countries, and creating memorable moments for others.
Start-up GM for a new-build hotel. - Developed a new team to be the market leader in ADR, Occupancy, and RevPAR - Recipient of numerous hotel awards, including top 1% of Hilton Hotels Worldwide in guest performance - Balanced hotel budgets, brand & ownership expectations, and team member performance to ensure optimal operational efficiency
Developed a hotel team of a new-build 110 rooms and suites hotel. Start-up department manager to open a new hotel, while training and developing 10 guest service agents to delivery exemplary services and achieve company standards Anlayzed guest feedback and provided ongoing coaching to further develop service quality standards, improve on areas of opportunity, and increase social media presence Balanced hotel inventory and reservations to maximize hotel revenue
Actively involved in the leadership of shipboard hotel operations, performing the roles of Customer Relations Manager, Crew Manager and Finance Manager. Guided a team of up to 15 junior officers to deliver excellent guest service experiences and towards high guest satisfaction targets Managed and resolved complex issues in a timely manner by liaising tactfully with other onboard department leaders to ensure complete guest satisfaction Coordinated the logistics for private functions for large groups of guests, including weddings, special events, and the celebration packages Processed and safeguarded confidential records and legal documents while cohesively working with international authorities to ensure the safe passage and compliance Cross-trained in-depth within the Food & Beverage department to cover the duties of Food Manager, Bar Manager, and Hotel Inventory Manager. Mentored a team of hundreds of crew members to maintain strict policies and standards to ensure high product delivery to guests and international health and safety regulations compliance Collaborated with other onboard departments to deliver services and experience to increase onboard revenue and guest satisfaction
Provided a visible security presence and the enforcement of shipboard policies to both guests and crew in order to deliver a memorable cruise experience for everyone Coordinated security department staff to ensure safe and secure shipboard gangways and public area venues for all guests to enjoy Investigated and delivered solutions to security related issues on a daily basis, in addition to providing emergency medical and fire-fighting response support
Directed the daily operations and the highest quality service standards of this the four-star, 214 guest room and suites, full-service hotel and conference center of +55 employees, while satisfying the executives of the hotel management company and implementing new initiatives to increase the hotel’s value and services Increased guests’ overall satisfaction ratings and other key metrics to its highest scores to date through enforcing new hotel standards, personalizing guest experiences, responding to guest inquiries quickly, implementing new service strategies, and developing associate motivation initiatives Coordinated the activities of hotel staff in each department including new hire orientation and training, continual coaching of associates, fair treatment and discipline, safety programs, associate advisory council, and management meetings to preserve standards and nurture excellence Managed guest services and the front office departments, catering and food & beverage departments, accounting and financial controls, human resources and payroll, company audit and standards reviews, was the primary contact with vendors to ensure successful business operations, and acted as deputy General Manager as required
Addressed and resolved each guests’ service needs in a professional, positive, and timely manner in this 5-star rated, 4-diamond award winning, and 211 guest suites year-round resort complex Developed procedures to meet front office department targets with continually high guest satisfaction survey scores consistently above 85% and positive comments of the arrival and departure experience Communicated and partnered with other departments tactfully to coordinate tasks to promote teamwork and achieve common goals to ensure a luxurious guest experience and up-sell products and services in all areas of the resort Nominated as Associate of the Month November 2012, Associate of the Month runner-up October 2012, and Associate of the Month nominee December 2012 for outstanding contribution towards hospitality excellence and performance