Start-up GM for a new-build hotel.- Developed a new team to be the market leader in ADR, Occupancy, and RevPAR- Recipient of numerous hotel awards, including top 1% of Hilton Hotels Worldwide in guest performance- Balanced hotel budgets, brand & ownership expectations, and team member performance to ensure optimal operational efficiency

Developed a hotel team of a new-build 110 rooms and suites hotel. Start-up department manager to open a new hotel, while training and developing 10 guest service agents to delivery exemplary services and achieve company standards Anlayzed guest feedback and provided ongoing coaching to further develop service quality standards, improve on areas of opportunity, and increase social media presence Balanced hotel inventory and reservations to maximize hotel revenue

Actively involved in the leadership of shipboard hotel operations, performing the roles of Customer Relations Manager, Crew Manager and Finance Manager. Guided a team of up to 15 junior officers to deliver excellent guest service experiences and towards high guest satisfaction targets Managed and resolved complex issues in a timely manner by liaising tactfully with other onboard department leaders to ensure complete guest satisfaction Coordinated the logistics for private functions for large groups of guests, including weddings, special events, and the celebration packages Processed and safeguarded confidential records and legal documents while cohesively working with international authorities to ensure the safe passage and complianceCross-trained in-depth within the Food & Beverage department to cover the duties of Food Manager, Bar Manager, and Hotel Inventory Manager. Mentored a team of hundreds of crew members to maintain strict policies and standards to ensure high product delivery to guests and international health and safety regulations compliance Collaborated with other onboard departments to deliver services and experience to increase onboard revenue and guest satisfaction

 Provided a visible security presence and the enforcement of shipboard policies to both guests and crew in order to deliver a memorable cruise experience for everyone Coordinated security department staff to ensure safe and secure shipboard gangways and public area venues for all guests to enjoy Investigated and delivered solutions to security related issues on a daily basis, in addition to providing emergency medical and fire-fighting response support

 Directed the daily operations and the highest quality service standards of this the four-star, 214 guest room and suites, full-service hotel and conference center of +55 employees, while satisfying the executives of the hotel management company and implementing new initiatives to increase the hotel’s value and services Increased guests’ overall satisfaction ratings and other key metrics to its highest scores to date through enforcing new hotel standards, personalizing guest experiences, responding to guest inquiries quickly, implementing new service strategies, and developing associate motivation initiatives Coordinated the activities of hotel staff in each department including new hire orientation and training, continual coaching of associates, fair treatment and discipline, safety programs, associate advisory council, and management meetings to preserve standards and nurture excellence Managed guest services and the front office departments, catering and food & beverage departments, accounting and financial controls, human resources and payroll, company audit and standards reviews, was the primary contact with vendors to ensure successful business operations, and acted as deputy General Manager as required

 Addressed and resolved each guests’ service needs in a professional, positive, and timely manner in this 5-star rated, 4-diamond award winning, and 211 guest suites year-round resort complex Developed procedures to meet front office department targets with continually high guest satisfaction survey scores consistently above 85% and positive comments of the arrival and departure experience Communicated and partnered with other departments tactfully to coordinate tasks to promote teamwork and achieve common goals to ensure a luxurious guest experience and up-sell products and services in all areas of the resort Nominated as Associate of the Month November 2012, Associate of the Month runner-up October 2012, and Associate of the Month nominee December 2012 for outstanding contribution towards hospitality excellence and performance

Swiss graduate in Hospitality Administration, with a focus in many aspects of hospitality including Rooms Division Management, Food and Beverage Management, Operations Management, Marketing, People Management, and Customer Service.

 Coordinated marketing of the new office via print materials, outdoor signage, newspaper ads, e-mail, company website, and social media, which resulted in an increase of new patient visits by 125% Communicated with existing patients regarding the move through e-mail, phone, and letters to ensure continuous quality services and care Moved and installed over $1,000,000 worth of new dental equipment and computer systems, and provided training to staff  Assembled and organized dental supplies to maximize safety, efficiency, and profitability

 Integrated electronic media to teach on a daily basis, to enhance student learning through interactive audio and visual lessons and presentations Developed students’ knowledge and life skills to become motivated and responsible citizens Worked collaboratively with co-workers to regularly manage classroom behaviour, enforced school policy, and created a positive learning environment for all students Volunteered with after school programs and extra-curricular activities to support my colleagues and students

 Instructed, interacted, and managed a diverse demographic of inner city students throughout several boroughs of London in a variety of subject areas  Adapted to a variety of primary and secondary school settings including State Schools, Specialist Schools, Independent Schools, Sixth Form Colleges, Community Colleges, and an All-Girls College Adhered to each school’s policy for staff and student conduct and enforced it when required

 Created and instructed innovative up-to-date themed activities to a wide range of international guests in an interactive and “edu-taining” presentation Communicated with all guests, in particular with parents and families, in a tactful and courteous manner to establish trust and assurance while supervising their children Liaised regularly with other departments to provide excellent guest services and to accept more responsibilities, while also mentoring new staff members Generated record high revenue and target goals across the fleet in several new initiatives through creative team collaboration and marketing strategies Selected as a start-up team member to successfully launch and inaugurate four of the world’s largest cruise ships Nominated four times as Employee of the Month, performance appraisals of “Exceeds Expectations”, and the recipient of numerous Very Important Crew and Anchored in Excellence awards by the company and senior management

 Developed my communication skills and implemented various learning strategies to adapt to the learning styles of the students Provided instruction of lesson plans in a variety of subject areas with constant vigilance for student care and classroom management  Established a positive working relationship with staff and students in each of the schools

 Managed and trained 30 guides in the Tours Department in safe vehicle operations, health and safety regulations, customer service expectations, and animal conservation goals Organized personalized tours for corporate, charter, family, school, and camp groups Mediated guest complaints quickly and handle inquiries to deliver complete guest satisfaction Nominated as a “Hospitality Hero” by the city of Cambridge as an outstanding tourism representative

• Operated and maintained tour buses, boats, and trains while providing informative commentary to large groups of guests and answering their questions• Collaborated closely with animal game wardens and frequently coordinated with the other departments for efficient operations and to ensure a great guest experience• Quickly learned job duties and demonstrated logical thinking to be promoted to supervisory tasks

• Stocked and maintained the refrigerated, frozen foods, and bakery departments • Assisted customers in locating products and answered customer questions• Demonstrated team work and interpersonal skills in a fast-paced environment