• In charge of the front office department including reception, butler, belldesk and switchboard in this 60 villa resort• Leading and overseeing a total of 26 team members and being responsible for each one’s development and performance. This includes annual appraisals, regular coaching sessions and trainings as well as feedback sessions• Guiding the departmental trainer in her role to identify training needs, coaching and hiring of staff in coordination with human resources• Planning the department’s weekly roster as well as annual leave plan, considering business needs to be efficient and cost saving as well as employee needs to keep motivation and satisfaction high• Establishing guidelines, standards and procedures in order to achieve operational efficiency and increase guest satisfaction• Being operational present and assisting the team at peak hours• Responsible to guarantee guest satisfaction through operational presence, meet and greet high profile and regular guests, checking of hotel rooms and public areas to ensure cleanliness, handling and follow up of guest feedback• Representing the Rooms Division Manager on his off days and vacation and overseeing the entire rooms division

• Supervise and oversee all Front Office Operations (Front Desk, Switchboard, Butlers, Drivers, Belldesk, Concierge)• Handling guests complaints• Establishing SOP’s• Training and supporting of the Front Office Team

• Supervise and oversee all Front Office Operations• Monitor all guests services and ensure all guests satisfaction• Handling guests complaints• Establishing SOP’s• Training and supporting of the Front Office Team• Chosen to support temporarily the pre-opening team MeliaDuesseldorf Hotel in Duesseldorf – Germany

• Supervise and oversee all Executive Club operations• Handling guests complaints• Chosen to support temporarily the Executive Club TeamMelia Gorriones in Fuerteventura, Spain

Luxury Boutique Hotel, Kensington London

3 years extensive on the job training and vocational school