Ernst Peter Ehrenbrandtner _ Looking For A Management Role In The Luxury Segment Of Branded Hospitality.

A real people person who enjoys problem-solving and understands the importance of outstanding customer service and corporate branding, I am seeking a management role in the luxury segment of branded hospitality.

• Overlooking Front Office, Housekeeping and Engineering in an area role.
• Overlooking a total of 622 keys in 3 hotels: Angsana Laguna Phuket, Angsana Villas Resort & Spa and Laguna Holiday Club.
• Headed closure of Angsana Villas Resort & Spa- managed refurbishment and handback to owners.
• Headed conversion of Laguna Holiday Club into Homm Suites Laguna (79 keys) to be opened in November, 2023.
• Overseeing corporate and property maintenance programs (VMP, VHP, RATS).
• Recovery of Front Office & Housekeeping Standards after COVID.
• Implementation of OPERA Cloud (switchover in 2nd week of October, 23).
• Implementation of Easyway Guest Portal.

• In charge of strategy and operations of a 60 keys alpine boutique skiing resort
• Hired & trained team for winter season 22/23
• Closely worked with Revenue HQ and increased direct bookings by 700% YOY
• 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
• Increased F&B Revenue 300% YOY
• 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

• 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)

• Recruited from scratch the teams of Front Office and Reservations.
• 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'

• 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

• 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.

• 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.

• 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.

• 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.

tramnguyen210890@gmail.com - 0979081026