Awa Diakhate Email and Phone Number

As a Hospitality Consultant, I specialize in transforming luxury hotel operations in Africa and enhancing brand visibility in specific markets. My approach is rooted in understanding client needs and crafting bespoke strategies that elevate service delivery and guest experiences.✨ Luxury Compliance & Quality: I ensure adherence to luxury service standards, refining the guest experience to create memorable moments and unique offerings.✨ Industry Trends & Best Practices: I stay ahead of industry trends, incorporating innovative customer experience management techniques into my client programs. This includes developing customer journey maps and touchpoint analyses to optimize interactions at every level.✨ Strategic Partnerships: As a trusted advisor, I cultivate strong relationships with hotel owners, guiding the creation of Dar Lys in Fez. My contributions encompass naming, SOP development, contract negotiations, commercial strategies, team training, and property narrative.✨ Brand Visibility & Sales Representation: I help build the visibility of your brand through effective sales representation in targeted markets, ensuring that your property stands out and attracts the right clientele.✨ Proven Success: With a track record in developing customer experience strategies, franchise opportunities, and lead generation, I am dedicated to empowering African hospitality to thrive through excellence and innovation.

✨ Directed a team of 8 departments providing guidance and coaching enabling optimal guest experiences and operations across front office, housekeeping, food and beverage, and maintenance for a 320-room hotel (1 restaurant & bar, and 3 meeting rooms).✨ Collaborated with the team to set and achieve financial goals, monitor KPIs, control expenses, and drive revenue generation to meet profitability targets by regular inspections, forecasts and general reporting.✨ Enhanced guest experience by personally managing arrivals, which led to fewer complaints, reduced room change requests, and improved cleanliness ratings. Implemented rigorous room inspections, reducing mold issues and elevating the overall quality score by 2 points, with Quality Insurance note improving from Acceptable to Outstanding in June 2024.✨ Consistently measured hotel performance using metrics such as sales, revenue, market share, Guest Satisfaction Score (Medallia and Qualtrics), Gross Operating Profit, Accounts Receivable, STR, and online reviews to ensure target goals were exceeded.

✨ Assumed a crucial role in the establishment and launch of Kaan Hotels & More, shaping its identity and operational framework for a property with 110 rooms, 1 restaurant, 1 rooftop bar & restaurant, 1 coworking space, and 4 meeting rooms.✨ Developed and implemented customer experience strategies and programs, creating proposals aligned with clients' business objectives to drive customer loyalty and enhance overall experience.✨ Developed strategic pre-opening plans, designed Standard Operating Procedures (SOPs), and managed all aspects of bringing the hotel to life, advancing key initiatives to ensure successful hotel launch and operational success.

✨ Orchestrated a restructuring plan focusing on enhancing quality and improving profitability. Managed daily operations, introducing streamlined procedures and effective sales for a property with 50 rooms, 2 restaurants, 3 bars, and 1 Givenchy spa.✨ Achieved a record-breaking quality satisfaction score of 96%, significantly increasing from 83% in 2018 and 85% in 2019. Secured the 9th position on Condé Nast Traveler's 2021 Top Hotels in Africa list.✨ Demonstrated resilience by implementing decisions during COVID-19 pandemic, ensuring the hotel remained operational ✨ Reduced food waste by 5% through strategic menu planning, portion control, and effective organic waste composting.✨ Revitalized a ground-floor suite by proposing a renovation plan that converted it into two standard rooms and a stunning suite with a view and balcony, resulting in a 70% annual occupancy rate and an average nightly rate of 1200 euros.

✨ Directed the integration of luxury services with strategic marketing initiatives, enhancing the property's reputation. Managed a Cluster 80-room hotel (3 restaurants & bars, 2 spas, 1 meeting room), spearheaded sales and marketing efforts to define the USPs. ✨ Optimized operational processes and workflows to maximize efficiency, reduce costs, and improve productivity across front office, housekeeping, food and beverage, and maintenance through customer research and analytics.

✨ Shadowed operations at a dual Hilton property with 302 combined guestrooms and over 7,000 square feet of meeting space, located in Downtown Denver.✨ Observed and gained insights into guest services, operations, and the intricacies of housekeeping and maintenance, enhancing understanding of the hospitality industry's inner workings.✨ Developed a deep appreciation for the meticulous orchestration required to deliver exceptional guest experiences, fueling a passion for delivering unparalleled service.✨ Refined skills and broadened industry knowledge through direct exposure to frontline interactions and behind-the-scenes processes.