General Manager tại Hotel Pass Thurn by VAYA

10/2022 → 12/2022 (2 tháng)

Mittersill

General Manager, 10/2022 to current Hotel Pass Thurn by VAYA, MIttersill, Austria • In charge of strategy and operations of a 60 keys alpine boutique skiing resort • Hired & instructed team for winter season 22/23 • Closely working with corporate Sales & Revenue teams to increase profitability • Re-designed from scratch all F&B Offers to include vegan cuisine and drive profitability of Beverage Sales • Repositioned Hotel Bar to extended opening hours and attract increased walk-ins • Introduced All Day Dining • Re-designed guest activities • Responsible business: Working with all departments to ensure adherence to local legislation in view of fire & safety • Tightly monitor purchasing to ensure cost effectiveness • Closely working with corporate finance control costs and drive profitability

Operations Manager tại Staycity Aparthotel Heidelberg

5/2022 → 10/2022 (5 tháng)

Heidelberg

• In charge of all operating departments: Front Office, Housekeeping, F&B (breakfast only) & Engineering • Established SOP’s & P&P’s for Front Office to comply with Brand Standards and local legislation • Developed Houskeeping procedures (outsourced) to pass brand standards audit • Implemented Maintenance System to achieve standards compliance • In charge of recruitment (no HR onsite), timekeeping and general • In charge of FB inventory & purchasing (all departments) • In co-operation with the General Manager partake in financial reporting (brand, authorities)

Various Hospitality Roles tại Redwood Beach Resort / Totoco Ecolodge / IHG Thailand

5/2010 → 3/2013 (2 năm 9 tháng)

Chinandega / Isla de Ometepe / Phuket

• Worked in both branded and non-branded hospitality settings. • Began with seasonal positions in Austrian Resort Tourism. • Progressed to internships within different resorts in Nicaragua. • Gained a position with Totoco Eco Lodge following my studies. • Eventually joined IHG as a Management Trainee, in Thailand. • Became familiar with all FOH and BOH aspects of hotel operations, with a focus on Front Office.

Front Office Manager tại Holiday Inn Resort Phuket

4/2013 → 2/2017 (3 năm 10 tháng)

Phuket

• Responsible for Front Office, Spa and Activities/ Kids' Club. • Implemented processes to support service recovery/problem handling. • Introduced ILEAD Training for all associates and supervisors. Increased score from 63 to 87 within 12 months. • Member Recognition: Implemented cheat cards to facilitate program introduction in a multilingual environment. This was picked up as best practice and applied in properties across SEA and Australia. • Increased recognition score from 83 to 97 within 24 months. • Organized and led training for systems, processes, standards, loyalty program and service recovery. • Revised all SOPs for Front Office, Concierge and Business Centre. • Monitored strict compliance to required Standards of Operation. • Assisted EAM with PM program and creating operations budgets. • Handled a range of challenging guest interactions and incidents. • Analyzed Spa reporting to optimize promotions and operating hours. • Reviewed activities program in line with latest trends and guest mix. • Maintained accurate financial records by monitoring & addressing variances. • Hired, trained and supervised Front Office and Activities staff. • Implemented mentoring program to offer positive employee engagement. • Designated as Brand Standards Champion. • Conducted mock audits of other IHG Properties.

Resort Manager tại Holiday Inn Resort

2/2017 → 3/2018 (1 năm )

Krabi

• Responsible for overseeing all operating departments. • Headed all operations in absence of the General Manager. • Managed refurbishment of 75 guest rooms & Italian beach-front restaurant. • Assisted with establishing pop-up outlets to retain revenue. • Led daily operations catch-up to follow up on pending issues and timelines relating to guest satisfaction and inventory optimization. • Held weekly reviews with all HODs to develop procedures for raising guest experience scores. • Led weekly operations meetings with all HODs. • Carried out statistical incident analysis on a monthly basis. • Assisted FC and GM in establishing an operations budget • Weekly walk through with CE & EHK to establish maintenance/cleaning needs.

Rooms Division Manager tại Wyndham Seapearl Resort Phuket

5/2018 → 12/2018 (7 tháng)

Phuket

• Oversaw Front Office, Housekeeping and Engineering departments. • Re-organized Front Office operations to align with Wyndham brand standards, operating policies and procedures. • Regularly inspected rooms and monitored housekeeping standards. • Upheld high standards for customer service and led by example. • Created monthly reports on guest feedback, and summarized into an action plan for HODs and GM. • Assisted GM in creating operations budget and CAPEX for Rooms, Front Office, Housekeeping & Engineering. • Budgeted & contracted suppliers for PM of Club Wyndham Asia inventory. • Headed QA Process on behalf of the Resort: passed 97%. • Budgeted & procured OS&E/FF&E for the main pool & Kids' Club refurbishments. • Assisted with re-positioning the facility as an experience resort, based around a Beach Club-style setting.

Director of Rooms (Pre-Opening) tại WYNDHAM GRAND KN PARADISE CAM RANH

5/2019 → 7/2021 (2 năm 2 tháng)

Nha Trang

• Oversaw Front Office, Housekeeping, Spa & Wellness, Kids’ Club and Security. • Recruited, onboarded and guided HODs for the above departments. • Oversaw development of standard operating procedures for these departments, in-line with local regulations and brand standards. • Established and procured all OS&E and parts of FF&E. • Assisted with establishing systems requirements, along with managing the contracting, set up, installation and configuration of OPERA, HandiGo, SARA, IpTV, CCTV & Security QR Code Systems. • Assisted with the creation of an operations budget for rooms for 20/21 at approximately (27% cost)during early Covid pandemic. • Headed takeover and set-up of Room Inventory (327 Rooms & 91 Villas). • Chaired weekly HOD meetings. • Headed up operations and communication, in absence of the GM. • Developed concept and positioning statement of KN VIP Beach Club. • Headed takeover and soft opening of KN VIP Beach Club, in conjunction with relevant HODs.

Operations Manager tại Holzhotel Forsthofalm

10/2021 → 5/2022 (7 tháng)

Leogang

• Recruited from scratch to oversee Front Office and Reservations teams. • Revised existing processes to improve hotel efficiency. • Trained Front Office and Reservations teams in systems and processes. • Implemented digitalized in-room directory based on 'BetterSpace'

Asia Property Awards

1/2020

• Pre-opening Director of Rooms for award-winning Wyndham Grand KN Paradise Cam Ranh

On Request - Various Operations Managers and GM's

Intercontinental Hotels Group, Wyndham

NA@gmail.com