Director of Quality in charge of Rooms Division

-Managing, overseeing and creating synergies between Front Office and Housekeeping Departments -Overseeing Housekeeping and Front Office Operations and ensuring they are running smoothly -Overseeing Rosters and ensuring that set budgets are respected -Overseeing Housekeeping and Front Office room stationery, guest supplies and amenities budgets -Seeking ways of optimising performance -Working leaner in all areas without effecting service standards -Ensuring all Radisson Blu… Show more -Managing, overseeing and creating synergies between Front Office and Housekeeping Departments -Overseeing Housekeeping and Front Office Operations and ensuring they are running smoothly -Overseeing Rosters and ensuring that set budgets are respected -Overseeing Housekeeping and Front Office room stationery, guest supplies and amenities budgets -Seeking ways of optimising performance -Working leaner in all areas without effecting service standards -Ensuring all Radisson Blu Brand Standards are followed in both Front Office and Housekeeping -Overseeing and Managing Housekeeping and Front Office customer relation scores both through Medallia Review Program and Revinate (includes all online review sites)-Implementing full housekeeping SOP program -Assisting Executive Housekeeper in overall departmental management -Reviewing and controlling purchases for both departments subject to operational requirements and service delivery standards -Coordinating a room preventive maintenance program with the Engineering department -Implementing a full Guest Relations Program including management of Business Lounge and Kids Club-Training and day to day coaching of front office management team -Organising and completing a full bathroom refurbishment program -Mentoring Managers and Supervisors throughout rooms departments -Overseeing management of Guest Relations department including business lounge responses -Overseeing, directing and managing all MTA audits and result follow ups -Overseeing, directing and managing all LRA and other service related quality audits -Ensuring a high level of complaint management and avoidance is maintained Show less

-Managing the Front Desk and Concierge Desk and ensuring consistency throughout with the help of the Assistant FOM and Guest Relations Manager.-Managing the night team with the assistance of the night managers-Ensuring client complaints are resolved to the guest’s satisfaction while ensuring the hotel’s interests are protected -Rostering to budget-Improving and Maintaining high standards of service delivery in Front Office -Upkeeping and implementing all Rezidor brand… Show more -Managing the Front Desk and Concierge Desk and ensuring consistency throughout with the help of the Assistant FOM and Guest Relations Manager.-Managing the night team with the assistance of the night managers-Ensuring client complaints are resolved to the guest’s satisfaction while ensuring the hotel’s interests are protected -Rostering to budget-Improving and Maintaining high standards of service delivery in Front Office -Upkeeping and implementing all Rezidor brand standards -Interviewing and Recruiting -Managing room assignment and division of room types while effectively communicating with Housekeeping and Maintenance departments in order to plan preventive maintenance and cleaning programs-Introducing, implementing and maintaining new upselling incentive programs hence increasing room and food revenues -Maintaining a healthy working relationship with all key departments. -Receiving, managing and resolving day to day client complaints. -Managing and resolving overbooking situations in both rooms and room types -Implementing a full Standard Operating Procedure Program for Front Office -Participating in the Duty management roster being responsible for all areas of the hotel during this time in the absence of the general manager.Achievements to date:- -Placed third in the Club Carlson enrollment challenge out of 48 hotels in the region in December 2011-Successfully completed the Island Hotels Group ‘Skills for Life’ program Show less

-Day to day management of both properties-Maintaining high levels of cleanliness and maintenance-Delegating tasks to all associates-Maintaining a high level of client satisfaction-Resolving day to day challenges-Optimising on purchasing and other cost saving opportunities-Acting on and resolving emergencies round the clock-Ensuring room allocation is performed effectively hence optimising number of beds available-Maintaining an effective working relationship with… Show more -Day to day management of both properties-Maintaining high levels of cleanliness and maintenance-Delegating tasks to all associates-Maintaining a high level of client satisfaction-Resolving day to day challenges-Optimising on purchasing and other cost saving opportunities-Acting on and resolving emergencies round the clock-Ensuring room allocation is performed effectively hence optimising number of beds available-Maintaining an effective working relationship with all departments-Assisting sales department with preparation for show rounds and availability-Running small F&B breakfast operations-Organising and planning F&B dinner operations through outside catering companies Show less

Hotel Opening

Duties Include –Managing the Front Desk, Concierge Desk, Executive Lounge & Business Centre and ensuring consistency throughoutRostering to budgetImproving and Maintaining high standards of service delivery in Front OfficeLaunching and implementing the new ‘Le Meridien Arrival Experience’ and keeping in line and adjourned with new Brand StandardsManaging room assignment and division of room types while effectively communicating with Housekeeping and Maintenance departments… Show more Duties Include –Managing the Front Desk, Concierge Desk, Executive Lounge & Business Centre and ensuring consistency throughoutRostering to budgetImproving and Maintaining high standards of service delivery in Front OfficeLaunching and implementing the new ‘Le Meridien Arrival Experience’ and keeping in line and adjourned with new Brand StandardsManaging room assignment and division of room types while effectively communicating with Housekeeping and Maintenance departments in order to plan preventive maintenance and cleaning.Introducing, implementing and maintaining new upselling incentive programs hence increasing room and food revenuesMaintaining a healthy working relationship with all key departments.Receiving, managing and resolving day to day client complaints.Managing and resolving overbooking situations in both rooms and room typesAchievements included:-Front Office achieved ‘Department of the Year’ award for 2008. Reaching and maintaining Starwood ‘Guest Satisfaction Index’ scores to a record high, exceeding the region’s average, while also remaining well within the payroll budget during 2008. Selected as a Starwood ‘Grow Global’ Candidate in Q1 of 2009 offering me the ability of achieving a higher position within the company over the next few years.In 2008 was presented with the Starwood ‘President’s Award’ in personal recognition of the hard work and team achievements for 2008. Show less

Duties Included –Researching purchasing figures and supplier statusComparing item prices between two Starwood hotelsExploring complex purchasing opportunitiesCreating and enhancing supplier / hotel synergiesMeeting and negotiating new deals with suppliersNegotiating new service agreements for both propertiesImproving general purchasing conditionsInvestigating supplier pricing and resolving discrepanciesCreating good savings for both hotelsThis position… Show more Duties Included –Researching purchasing figures and supplier statusComparing item prices between two Starwood hotelsExploring complex purchasing opportunitiesCreating and enhancing supplier / hotel synergiesMeeting and negotiating new deals with suppliersNegotiating new service agreements for both propertiesImproving general purchasing conditionsInvestigating supplier pricing and resolving discrepanciesCreating good savings for both hotelsThis position included a two week training internship in Italy were I visited Purchasing, Receiving and Stores departments of all major Starwood Properties namely the Westin Excelsior Rome, Sheraton Roma, St Regis Grand Hotel Rome, Sheraton Diana Milan, Westin Excelsior Florence etc... Savings and benefits of this project were recorded and tracked.Also completed the Westin ‘Brand Service Culture Training’ course. Show less

Duties Included –Overseeing of rosters and planning according to budgets Cost cutting exercisesMaintaining healthy levels of communication between front office and housekeeping departments Overall supervision of Employees and their workEnsuring guest satisfactionInvestigating and resolving guest complaintsMaintaining a satisfactory level of staff disciplineOverseeing of overtime sheets and staff working hoursMaintaining sound working communication between… Show more Duties Included –Overseeing of rosters and planning according to budgets Cost cutting exercisesMaintaining healthy levels of communication between front office and housekeeping departments Overall supervision of Employees and their workEnsuring guest satisfactionInvestigating and resolving guest complaintsMaintaining a satisfactory level of staff disciplineOverseeing of overtime sheets and staff working hoursMaintaining sound working communication between employees and their superiors by organising regular meetings with the associates, addressing and resolving operational issues Show less

Duties Included –Rosters and employee planningWagesReservation management and plottingE mail correspondenceRate planning and recordingFiling and updating correspondenceEmployee selection and recruitment Contract and rate negotiatingGeneral employee supervision

Duties Included - Checking in clients Guest BillingChecking out clientsForeign ExchangeGeneral Cashiering dutiesCharge PostingTelephone OperatingNight AuditingReport CollatingError resolutionAnswering reservation enquiries by phone (after office hours)