Operations Manager (Deputy GM) - Wasserturm Hotel Cologne - Curio Collection by Hilton - Cologne, Germany
(2022-06 - 2026-08)
GOP and operational responsibility for the opening and day-to-day management of an iconic 88-key collection hotel encompassing 500 m² of event space, two F&B outlets, gym and spa within a highly competitive market
- Recruitment, motivation and development of leadership team
- Setup of organisational structure, definition and integration of company values, standards & culture, development of departmental goals and KPIs
- Finalisation of F&B conceptualisation & strategy, menu engineering, establishment of strategic partnerships and cooperations
- Establishment of a hotel-level sustainability committee, development of long-term CSR cooperations, integration of ESG standards, ESG reporting and project management, environmental certification management
- Development of recognition, cross-exposure and training programs
- Close cooperation with GM and HODs to ensure optimal work and communication flow and to foster a strong, positive team culture
- Preparation of annual budget, forecast adjustment, P&L analysis, development of strategies and actions to improve financial performance
- Audit preparation (QA, ISO, HACCP) & action plans for all departments
- Month End Review preparation & presentation in owner and ManCo circle
- Commercial strategy (revenue growth, distribution, visibility & positioning)
- Development of Guest Relation strategy and continuous optimization of experiences with local and personal touch reflecting the brand identity
- Planning and supervision of Engineering & Maintenance projects
- Management of various improvement projects related to IT and software, guest experience, internal communication and process improvement
Maternity Leave & Professional Development - Self-employed & Tour Blue Sri Lanka - Sri Lanka
(2020-10 - 2022-05)
- Joint care and education of our daughter
- Foundation & Management of a sustainable Start-up; Branding & Marketing, Design, Sourcing, Sales, Retail network, Logistics, Accounting
- Part-time position as Destination Manager at Tour Blue Sri Lanka (B2C)
Resident Manager - Diethelm Travel SL / Schauinsland Reisen - Sri Lanka
(2016-04 - 2020-09)
Responsibility for the operation and development of a German Tour Operator within a Sri Lankan DMC counting 400-800 clients monthly and 70 hotel partners
- Leading and developing an experienced local team
- Balancing the interests of DMC, tour operator and hotel partners
- Regular Quality & Safety audits of the hotels and the vehicle fleet, creation and communication of improvement plans and supervision of progress
- Risk, crisis & emergency response management (terrorist attack, death cases, evacuations following Corona outbreak) in cooperation with the German embassy
- Development of the hotel portfolio based on business strategy and goals
- Contract negotiation (rates, allotments, conditions) with hotel partners
- Successful roll out of a digital project elevating the guest experience
- Complaint handling and resolution
Guest Relations Manager & Duty Manager - Anantara Rasananda - Thailand
(2015-04 - 2016-03)
Operational and financial responsibility for Guest Relations, Concierge and Excursions leading a multicultural team at a 64-Villas and Suites Resort
- Planning and communication of daily operations/activities at HOD Meet
- Creation of daily upselling and excursion sales targets
- Analysis of weaknesses and creation of action plans to achieve KPIs and improve service and quality levels across all departments
- Effective complaint and online reputation management
- Development of cross-selling strategies in cooperation with HODs
- Supervision of external audits (LQA, Green Globe), Fam and Press Trips
- Successful development and implementation of a Social Media Strategy
- Employee Star Award Jun-Sep 2015, 20% increase in GSS Score and repositioning of the resort among the Island´s Top 3 resorts
Cluster Digital Marketing - Management Trainee - Seaside Hotel Group - Gran Canaria
(2014-03 - 2014-08)
Corporate MBA Training to develop a Social Media Strategy and measure the ROI for the group's four hotels in Spain (LHW, Design Hotels)
- Online Reputation Management, Analysis of guest satisfaction, service & quality levels and creation of action plans based on analytical tools
- SEO optimisation in cooperation with the media agency
- Content development and planning of the group newsletter
Front Office Agent & Night Auditor - Radisson Blu Biarritz - Biarritz, France
(2013-05 - 2013-09)
Handling of all Front Office duties including Night Audit and Duty Manager Shifts at this 150-rooms city hotel with 90-100% occupancy during season
- Check-in/Check-out, Concierge service, complaint handling
- Creation of new reservations, daily room allocation, group handling
- Night Audit and Duty Manager shift (rotational)
Guest Relations Officer - Waldorf Astoria Maldives - Maldives
(2011-12 - 2013-04)
Creation of unique experiences serving a highly sophisticated clientele within this 84-Villa and Suites Luxury Resort
- Check-in/Check-out, Butler service, VIP/HNWI handling, service recovery
- Up-selling of rooms, excursions and F&B events, org. of private events
- Cross-Training in Marketing and Front Office Management
- Support with the planning and execution of Fam & Press Trips
Operations Manager - Hastea Biarritz - Biarritz, France
(2009-05 - 2012-09)
Operational and financial responsibility for an established surf school throughout four summer seasons handling approx. 120 clients daily
- Management of daily course and staff schedule
- Maximising revenue from course bookings, rentals, merchandise sale
- Handling and documentation of payments
- Continuous achievement of sales targets at 90% customer retention
Operations Management - Trainee - Dunas Suites & Villas Resort - Gran Canaria
(2007-08 - 2008-08)
Supervision of quality and service standards in this 478-Suites and Villa Resort
- Daily hygiene, safety and quality inspection of F&B areas and rooms
- Receipt and inspection of food deliveries, inventory control
- Analysis of guest satisfaction scores and creation of action plans
