Crowne Plaza Rome St.Peter's an IHG Hotel307 keys 4* Superior property with extensive conference facilities On-site Spa

Managing InterContinental Bali Resort with a team of 1,200 colleagues and a USD 40 million turnover. Reporting directly to the Director of Operations IHG SE Asia.Achievements:•Implemented major Capital Investment projects to drive both Guest Satisfaction and reduce utilities’ costs. (guest lifts upgrade, heat pump installation, water supply and water pipe system upgrade, cooling towers replacement) •Established partnerships with key local airlines to drive awareness in domestic market (Garuda Indonesia, Air Asia)•Ran successful flash sales/voucher sales to support resort cashflow (achieving 25,000-40,000 USD per month)•Created villa collection & crafted bespoke wellness packages creating a new revenue stream•Developed and deployed the Resort 10-year plan.•50% GOP drop through recovery (YTD November 2020) achieved through managing expenses and cost containment.AWARDS *World Travel Awards 2020 - World's Leading Executive Club Lounge 2020: Club InterContinental Lounge*World Travel Awards 2020 – Asia Leading Luxury Wedding Resort, Bali Leading Resort *World Spa Awards 2020 – World’s Best Spa Signature Treatment: Royal Heritage Ritual at Spa Uluwatu, Indonesia’s Best Resort Spa and Bali’s Best Resort Spa *Haute Grandeur Global Hotel Awards 2020 - Winner as Best Seaside Resort in Indonesia, Best Function Venue Hotel in Indonesia and Best Seaside Resort in Indonesia* DestinAsian 2020 Readers' Choice Awards - Top 10 Best Hotels & Resorts in Indonesia *Condé Nast Traveler’s 2019 Reader’ Choice Awards - Top 20 Resorts in Indonesia

Enhanced InterContinental Bali Resort operations to ensure branded experience. Redefined guest journey. Spearheaded operational efficiency initiatives in Rooms and F&B. Supported repositioning of F&B outlets. Led last phase of rooms renovation, coordinating with contractors, designers and consultants. Particular focus on Club InterContinental Luxury Resort experience.

Hotel Indigo PhuketBrand Ambassador on a 5 month task force assignment.Weaving the Hotel Indigo culture into daily operations and crafting a unique guest experience that reflects our Brand service behaviours.Achievements • Improved Strategic Standards score from 75% to 100% - by communicating targets and instilling ownership to the leadership team• Increased Overall Experience score from 81,86% to 88,11% - by focusing on Problem Resolution & establishing a culture of empowerment• Increased Loyalty Recognition score from 80,16% to 85,06% - by using Guest Arrivals Reports to identify key information about members & actively sharing loyalty scores while engaging other departments such as F&B and Spa • TripAdvisor ranking from 111 to 32 - by creating a unique guest journey and ensuring the team is able to deliver on each interaction • Colleague HeartBeat score actual 93% vs. target of 70% - by building team engagement, maintaining clear communication, offering timely feedback, promoting meritocracy & recognising talent

Pre-opening of Hotel Indigo Bali Seminyak Beach, the first Hotel Indigo in a Resort location.Responsible for overall Resort operations including, Guest Services, Housekeeping, F&B, Maintenance, Spa, Recreation and Security.Loyalty Leader - IHG Bali Cluster (6 properties)Achievements:•Loyalty Champion for IHG Bali Cluster (6 properties) – Leading Loyalty initiatives for all Bali properties, guiding Loyalty champions, introducing best practices, coordinating actions & ensuring individual property targets are met • #1 Hotel Indigo property in SE Asia - Overall Experience (91.01%) for 2018•Successful implementation of the first Hotel Indigo Brand Standards in a resort location•Focused on talent recruitment & building a highly engaged team leading to a Colleague HeartBeat score of 96% (2018)•Successfully completed IHG GM potential development program (April 2018)

Responsibilities:•Responsible for Guest Services operations (Front Desk, Suite Concierge, Diamond Concierge, Loyalty Ambassador, International Ambassador, Internet cafe, Conference rooms, Print shop)Achievements:•Ranked #2 in the fleet for Overall Guest Services performance Q4 2015•Exceeded target for Guest Services by 1.9% Q4 2015•Increased Problem Resolution score by 2.4% Q4 2015•12,000 USD savings on departmental costs Q4 2015

Pre-opening of Crowne Plaza Duqm, OmanResponsibilities:• Responsible for Front Office operations (Reception, Concierge, Guest Relations, Business centre, Club Lounge)• Leading all Quality & Continuous Improvement activities related to the implementation and adherence to the new Crowne Plaza brand standards • Managing Housekeeping & Laundry operations (team of 35) since AUG 2013• Managed Recreation (Swimming pools, Fitness Centre, Tennis & Volleyball courts, Hair Salon) - JAN 2013 to MAR 2014• Managing Hotel Operations in the absence of the General Manager• Recruitment of the Front Office & Reservations teams (through TALEO)• Ensuring that Front Office & Housekeeping departments are set up according to brand guidelines• Conducting departmental trainings • Establishing departmental procedures & task lists• Preparing Front Office & Housekeeping Budget, identifying Revenue generating opportunities and minimising expenses• Setting departmental Key Performance ObjectivesAchievements:• Ranked #1 property in AMEA region for Overall Experience – MAY 2015 90.49%,• Ranked #2 property in AMEA region for Overall Experience – FEB 2015 88.33%, ΜAR 2015 88.80% & APR 2015 89.51%• Featured in 29 Best in Class categories in AMEA region - MAR 2015 • Featured in 28 Best in Class categories in AMEA region - APR 2015 • Featured in 32 Best in Class categories in AMEA region - MAY 2015 • Successful in Quality Evaluation Audit 2014 for Cleanliness increasing the score from 82.96% (2013) to 96.58%• 3.5% YTD RevPar uplift through FO Upselling• Successful implementation of I Clean and I Arrive• Certificate of Excellence Tripadvisor 2014 (4.7/5)• Certificate of Excellence Booking.com 2014 (8.6/10)

Responsibilities:• Responsible for Reception, Concierge & Butler team• Identifying training needs and developing respective training plans • Budgeting, Manning, Weekly and Monthly Forecasts• In charge of Hotel Operations in the absence of the General ManagerAchievements:• Restructured the Front Office team to encourage multitasking and cross exposure to other areas• Introduced customized In Room Comment card & Online Guest Survey• Created Standard Operating Procedures for Front Office & Housekeeping• Implemented upselling program leading to 2,9% RevPar uplift• Successfully launched butler service • Tripadvisor Certificate of Excellence (8th position out of 1,267 hotels in Rome)

Responsibilities:InterContinental Dubai Festival City & Crowne Plaza Dubai Festival City•In charge of Front Office operations•Conducting group trainings (up to 65 pax) regarding the implementation and delivery of the new CP Hallmarks.•Delivering training sessions on Problem Solving, Loyalty Recognition & IHG Rewards Club•Participation in Calibration meetings (Performance Management)•Leading the Guest Experience Wheel quadrant •Driving Upselling & PCR Enrolment schemes•Lead Clever, Upbeat & Thoughtful project•Implementation of I Arrive & IQAchievements:•Increased monthly loyalty program activations (PCR) by four times•No 1 property in Middle East in Overall Guest Satisfaction (87.89%)•Produced Incremental Revenue of 45,000 USD through Upselling on a monthly basis

•Leading the Front Desk team •Maintained current working knowledge of customs and immigration regulations and procedures in order to support the Guest Administration Officer.•Ensured maximum compliance with all internal and external requirements related to immigration and clearance while fostering a professional working relationship with Port Agent and Customs and Immigration officials.•Participated in the boarding process by reviewing immigration documentation such as passports and Visa to determine validity of documents.•Effectively balanced operational needs between the Financial and Guest Services Divisions through synergetic communication of guest issues, in order to optimize positive guest comments and ratings of the overall Guest Services operation.•Assisted the Guest Services Manager in planning and administering the Guest Services Keyman schedule in conjunction with the shore-side support group•Responded to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.• Assisted the Guest Services Manager on compiling all shoreside reports as required. Assisted the Guest Services Manager on the financial aspect of the operation and on meeting forecasted budget expectations•Ensured the smooth transition to new itineraries and seasonal repositioning.

Crowne Plaza Kuwait•Managed a team of 80•Sole responsible for the restructuring of the Front Office Team, the introduction of new Job Descriptions and Roles, and the implementation of new Standard Operating Procedures•Played Key role in the implementation of the Personal Hotelier service•Performed duties of acting Front Office Manager in the absence of the latter•Handled Third Party Intermediaries (Expedia, Hotels.com) Reservations and payments•Maintained a comprehensive, current and guest focused set of departmental standards and procedures and oversaw their implementation•Performed monthly Quality and Preventive Maintenance checks•Maximized occupancy, revenue and Average Daily Rate while maintaining high service standards•Co-ordinated the preparation of the Departmental annual budget and worked to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure•Controlled and analyzed departmental costs to ensure performance against budget, implementing corrective measures where necessary to produce business results•Conducted probation and formal performance appraisal in line with company guidelines •Identified departmental recruitment needs and interviewed potential candidates•Identified departmental training needs, designed and implemented training programmes

Pre-opening of InterContinental London Park Lane•Managed a team of 15•Ensured the team is achieving monthly up selling targets, by providing training and coaching•Responsible for the Priority Club Rewards and Ambassador programme•Created Service Sequences (Total Quality Management programme) for Guest Relations Manager and Associates during the pre-opening period•Ensured all VIPs are accurately researched prior to arrival and accurately profiled during their stay and that all teams captured and acted on all relevant guest information, comments and preferences•Resolved pending guest issues and followed up with relevant departments•Facilitated departmental and interdepartmental communication (by holding regular daily meetings)

Crowne Plaza London - The City•Managed the hotel’s night operations, performing the close of day, detailed credit check and preparing reports as necessary •Supervised the night team to ensure optimum occupancy and average room rate for the purpose of maximising revenue •Maintained knowledge of credit policies and procedures and liaised closely with Finance Department to ensure that credit procedures were properly carried out

Crowne Plaza London - The City•Ensured that company procedures are adhered to •Trained staff to company standards•Ensured that a personalised service is offered to guests •Liaised with other departments regarding guest requirements

Pre-opening of Crowne Plaza London The City

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