Brigitte Ebner Dia Email & Phone Number

Canada

Niagara, Ontario, Canada

Spearheading our partnership strategy to cultivate meaningful collaborations and fuel our company's expansion. Leveraging my expertise in relationship-building and strategic planning, I identify and nurture partnerships with agencies, marketers, and industry influencers to enhance our market presence and drive revenue growth. I thrive on the challenge of identifying new opportunities and forging win-win partnerships that deliver value to all parties involved.If you're passionate about driving business success through collaboration, let's connect!

Toronto, Ontario, Canada

Toronto, Canada Area

Guest Service Expert for Accor Hotels- Leading, managing and resolving complex and sensitive issues on behalf of Senior Officers, through to compensation directly by liaising with Hotels, General managers and Regional Vice Presidents- Guest Service Expert (Voice of our Guests)by leveraging CRM, Guest feedback, LQA reports, sitting on Customer Advisory Boards for Hotels and for the Region- Applying a highly experienced level of skills and knowledge of operations to support the Americas Operations team and Hotels (as well as Functions and Brands) to achieve their Guest Satisfaction targets through establishment of a culture of continuous improvement-Monitoring, analyzing and interpreting operational performances and trends, related to, and not limited to, Guest Satisfaction, Problem Resolution, Guest Feedback, Missed Standards, compliance to Policies & Procedures, Service Essentials and Service Promise, highlighting improvements as well as regressions and areas of opportunities -Based on strong operational experience, compiling and presenting clear and concise recommendations and service improvement plans regarding underlying Guest Satisfaction trends and Problem Resolution root causes to support Hotels and Americas Operations key priorities and Strategic Plan- Identifying key performance indicators and generating monitoring systems that identify hotels achieving results and objectives and provide recommendations regarding Hotels’ Guest Satisfaction Property Improvement Plans and Americas Guest Satisfaction - Fostering a culture of Operational Excellence and participate in Quarterly Operations Calls, in onboarding newly appointed Leaders and in facilitating Guest Satisfaction presentations and general service quality training to Hotels- In 2014 and 2015, guest satisfaction target measured by JDP for Americas region was exceeded, with YOY 25% decrease in escalated complaints to corporate office

London, United Kingdom

Responsible for acquiring and closing new accounts for the hotel. Using negotiating skills and creative selling strategies Developed strong relationships with diplomatic, corporate and leisure account portfolios. Expanded The Langham customer base by actively seeking out new opportunities through a strategy that involved cold calling and direct office visitsOrganized and hosted familiarisation visits and corporate hospitality events for clientsAwarded as a “Langham Luminary” for over delivering sales targets during each quarter in 2013

London, United Kingdom

Pre-opening teamRecruited and managed a team of 10 employees at a 5- Star, 36 suite, boutique hotel in Knightsbridge, grand opening in December 2012 after complete restoration and renovation. Developed from scratch and executed over 150 standard operating procedures and complete employee training and procedure manualDuties included - Strategic planning and monthly budgeting/financials, training, supervision and mentoring of all Front Office staff members, ensuring that high standards of customer care were maintained and exceeded at all times, maintaining close communication within the department and with other department heads to ensure the smooth running of the operation on a day-to-day basis, overseeing of the night audit process, managing room inventory strategically in times of high occupancy to ensure best yield and revenue optimization.

London, United Kingdom

THE LANGHAM, LONDONResponsible for the co-management with the Front Office Manager and execution of the daily operation for the entire Front Office and Concierge team while maintaining the highest level of customer service in adherence with the company and the ‘Leading Hotels of the World’ standardsMaintained close communication and cooperation within Front Office department and with other departments, ensuring optimum communication at all times for the overall smooth running of the operation on a day-to-day basis Handled guest concerns/issues achieving maximum satisfaction resultsLead, trained and motivated the Front Office and Guest Services team on the Upselling Program, which resulted in an excess of more than £30,000 in revenue over the initial 2011 forecastCreated and implemented numerous Standard Operating procedures for the Front Office Team in regards to check-in and rooming standards, creation of additional programs and worksheets which facilitated various processes and improved efficiency within the departmentDepartmental Head for the recognition and rewarding of colleaguesEmployee of the month winner for month of August 2011 and top candidate for Employee of the Year 2011

Toronto, Canada Area

ROYAL YORK HOTELOversaw the daily operation of Fairmont Gold executive Lounge inclusive of registration and Concierge processes, control/monitoring of reservations and inventory including VIP guests, tracking and forecasting daily, weekly and monthly Fairmont Gold occupancyCreated unique acts of recognition to the highest degree based on preferences of guests Supervised and directed colleagues providing support service to Fairmont Gold including Housekeeping, In-Room Dining, Facilities and Food & Beverage.Directed and executed approved plans and programs for Fairmont Gold in accordance with company and hotel policiesDepartmental Representative for ServicePlus Committee, Departmental liaison for Fairmont Gold Facilities Preventative Maintenance Program.

Toronto, Canada Area

ROYAL YORK HOTELRegistering all arriving guests by adhering to the Hotel policies and ensuring guest satisfactionAccurate preparation and execution of the daily functions sheets.Carrying out accurate cashiering duties, auditing of room and tax charges.Assist in the completion of end of day procedures for the Front Office, running of daily computer and inventory/revenue reports.Responsible for pre-registration and selection of preferences for Fairmont President’s Club membersNominated for “Employee of the month” (Month of October 2009)

Milan Area, Italy

Principle promoter and key marketing campaigner for UEFA EURO 2008 focusing on the Italian market, responsible for creating and developing customer B2B and B2C relations, active participant in budget and campaign planning processResponsible for all tasks involved in executing event from start to finish ensuring smooth operation, receiving, organizing and imputing post-event feedback from colleagues and clients into database and compiling the final official event review document.“Austria Campaign-“ Representative at Austrian Stand, International Tourism Convention (BIT), MilanSummer position as managing assistant (June-August 2008) Austrian National Tourist Office, Toronto

Bachelor Tourism And Leisure Management, Tourism

Political Science, Tourism

Activities and Societies: 6 month study semester

Bachelor'S Degree, Political Science