Nyon, Vaud, Switzerland
Passionate customer service leader with 15 years of luxury hospitality experience, skilled in developing and training teams, achieving high guest satisfaction ratings and sales targets, executing complex, multi-departmental projects in a multicultural environment, while accurately controlling costs, improving productivity and also keeping in mind the organisation's social responsibilities. Main achievements: - Project Management: supervision of a six-month renovation project of a prestigious villa where I assisted with partner selection, execution supervision and final delivery to the client - Luxury Property Opening: overseeing the opening of a new chalet in Courchevel including setting up operations, recruiting Housekeeping, Laundry and Technical staff as well as sourcing seasonal accommodation for the aforementioned staff - Human Resources Management: management of the daily operations of the Rooms Division representing approximately 90 people in Geneva; managing a team of 190 employees in a heavily unionised environment in New York City - Innovation: products and services improvement including contactless check-in, new bathroom products and accessories, optimization of sleeping experience and design of old-style guest rooms - Quality Assurance: acquisition of the fifth AAA diamond (quality assurance system in the USA) in 2016 in New York City - Polyglot - Two-time Marathon Runner Key Words: Customer Service | Relationship Management | Luxury Hospitality | Training | Coaching | Property Management | Foreign Languages | Human Resources Management | Product Improvement | Professional Integrity | Emotional Intelligence | Sustainability | Fine Watch Making | Active Listening | Lasting and Meaningful Human Relationships | Volunteering | Entrepreneurship
In July 2022, I decided to dedicate myself fully to a professional reconversion to fine watchmaking. Given my passion for exceptional customer service and love and appreciation for mechanical timepieces, I made it my personal mission to join this industry thus creating sense and value to be passed on to future generations.
- constantly attending to unexpected requests under a lot of time pressure to ensure client satisfaction while remaining calm and composed - supervision of a five-month renovation project including tenders, maintaining relationships with partners and pushing them to deliver within the promised deadlines - extensive technical responsibilities for a period of six months while the residence was operated without a Director of Maintenance - supervision of the opening of a luxury chalet in Courchevel including setting up operations, recruiting Housekeeping, Laundry and Technical staff as well as finding seasonal accommodation for said staff
- ensure day-to-day operations of the Rooms Division including Front Desk, Concierge, Bell and Door Teams, Guest Relations, Housekeeping and Laundry (representing approximately 90 associates) - consistently maintain product quality thanks to a very strong preventative maintenance program coordinated between Housekeeping, Engineering and Front Office - participate in yearly budget reporting to Four Seasons Management and provided relevant comments on the Rooms Division's financials - participate in International Rooms Committee to support the corporate office with rolling out new policies, procedures and projects
- provide relevant comments on Housekeeping-related costs monthly - schedule and oversee the renovation of all back of house Housekeeping areas to improve efficiency and employee satisfaction - keep focus on departmental trainings i.e. general cleaning program, Wow and Get Me Right for the Room Attendants with help of the Guest Personal Assistants and chemicals utilisation refresher to maintain service and associate engagement at the highest levels - counsel and mentor both managers and line associates to improve performance and reach their potential including progressive disciplinary action
- lead housekeeping team of over 190 associates including butlers, room attendants, housemen, valet & laundry and public area attendants in a very heavily unionised environment together with 6 assistant managers - maintain Forbes 5-star and achieved AAA 5-diamond rating in 2016 - decrease payroll and improve productivity YOY by strategic staffing (i.e. increasing butler headcount and hiring substitute housemen to reduce overtime) - put significant effort into keeping assistant managers satisfied to ensure successful running of the department in such a challenging work environment