200 keys

Operation Manager • Development, management and co-ordination of daily operation in respect to individual guest programs and hotel functions.• Creation and management of cost control procedures along with associated reporting.• Generate metric analysis reporting, monthly profit and loss reports and KPI’s for company directors.• Daily management of guest satisfaction and handling of requests / complaints.• Created and implemented Spa revenue development strategy resulting in revenue / profit• Daily management of Atsumi Operation overseeing 15 employees across 4 departments.• Conduct on the job training for departmental development and service improvement.• Collaborate with business owner to create detailed departmental budgets, CAPEX budgets, manning guides and annual preventative maintenance plans.• Ensure hygiene and health and safety measures are trained and well applied.• Reporting directly to the Owner.

RDM/Front Office ManagerZeavola ResortJune 2011 – April 2013 (1 year 11 months)• Overseeing the performance of the Front Office supervisor the Executive Housekeeper and transportation department as well providing guidance and assistance in the execution of their responsibilities and helping them to set departmental objectives• Directs and controls all subordinate Rooms division staff to ensure that all day to day operational matters are handled on time and guest expectations are met or exceeded• Oversees the quality, consistency, and presentation in all department to ensure that they conform to the requisite standards and meet or exceed guest expectations• Ensures the implementation and maintenance of operation equipment and linen par stocks in concerned departments and oversees inventory taking and control• Assists in the preparation of the hotel’s annual budget, and prepares and controls the hotel’s Rooms Division budget• Maintain efficient administration preparing and submitting operational reports on time• Ensures that associates are selected, trained, evaluated and rewarded in compliance with existing associate management systems• Working according to budget ,analyzing monthly budget through KPI and bringing action where required.• To maximize profitability by achieving average room rate and occupancy .Coordinating with the reservation on incoming booking from direct channel, travel agent and third party website• Coaches, counsels, disciplines and develops subordinate associates• Support the Corporate Social Responsibility program of the Group through the implementation of policies and activities that contribute to environment-friendly practices and community - sensitive in the property.• Management of crisis situation involving the use of the speed boat in bad weather situation and was the decision maker in operating the speed boats or not.• Do second the General Manager during his absence. • Reporting to the General manager.

• Manage operation of the Front desk including Cashier. Ensure that policies and procedures are complied with the highest standard of service and guest satisfaction • Review room availability status, room blockage and special requests on a daily basis through working closely with Reservations Manager and liaise with all groups and FIT movements. • Ensure that budget and cost effectiveness at the Front Desk are achieved.• Supervise and train all Front Desk staffs to ensure that guests receive the best service possible. • Greet guests as time permits at lobby and around the resort, assists Receptionist during busy period. • Coordinating arrivals ,check-in ,check-out ,departures of group incentives of pax in the resort ,and ensuring a the different operation during their stay with the assistance of the group incentives manager.• Staff Training.Achievements:• Succeed with the team in keeping high guest satisfaction • Exceed the room budget • Succeed with the team to check in two rotation of 1000 pax in a hotel with 900 bed capacity .• 2 of my staff was promoted as Assistant front office manager

• Fully able to replace the front office manager when needed.• Assisting the front desk manager in day to day operation in line of the “Club Mediteranee” standard• Responsible of organising, planning, executing, controlling and staffing (with the FOM).• Review daily arrivals• responsible to correct customer service issues.• Cascading information from FOM to the rest of the staff• staff training.Achievements:• Increase room revenue by coordinating and selling upgrades with the front desk team • Reach guest satisfaction to 90% with the front desk team .

• Fully in charge of inbound and outbound of guests in the resort.• Managing ticketing matters for guests and for staff rotation.• Working on a budget line and involved in sale. These reported to the front desk manager weekly.• Solving any kind of unforeseen issues with airlines.• Managing a team of 5 collaborators (office staff and airport based crew)• Crisis management, I was in charge to evacuate the hotel guest from the hotel during the airport closure in Thailand due to the political havoc in 2007 and 2008 .• Verification of safety and security of the rented vehicles for the transportation of the guest.• Coordinating the arrival and departure of VIP guests and also coordinating the logistic of the company top executives for different meeting.Achievements:• With the reception team we succeed in evacuating more than 500 guest during the polictical unrest of 2007 with in a week and saved 53000 euro to the Clumed .• Grew the transportation income by 50% and increase the guest satisfaction to 80% with the team.• Having one of my staff promoted to the transport manager position.

• Managing the front desk and back office operation on day to day basis .• Provide customer service which exceeds passengers’ expectations.• Evolved in extra service such as food and beverage sale.• Anticipate and respond to guests’ needs promptly in a professional manner. • Evolved in coordinating the security and safety of the Vessel in case of evacuation. • Updating the information for each destination and assisting in answering their question about each destination.

-selling tours to hit yearly budget .-Tour guiding (spending average of 10 hours with 40 guest on a bus touring and explaining different spots .Coordinating lunch with the suppliers and assuring that standards of service are followed .)