Service Quality Prescription is an advisory firm aimed at strengthening small to medium sized enterprises in the Philippines. The vision to empower SME’s to compete with large corporations simply by creating a service excellence culture to engage their clients, making these clients loyal.

Responsible for 5 hotels and resorts in the Philippines. Administer Quality improvement implementations. Creating the culture to service quality excellence by means of translating customer needs and wants into actions for the operational teams.

Manhattan Group is a leading Hospitality Recruiter of Choice. Founded in 2001 by Dr. John Ortner, we now operate with best practices in Hospitality recruitment with cutting edge processes and technology. Our realm of practice stretches across the Asia Pacific region and covers the Middle East as well as Europe. Tailored recruitment programs with top international Hotel owning and management companies.Come see us today at http://www.manhattangroup.asia.

Situated on the north coast of Bahrain, this seven-story luxury resort, with 245 rooms and suites, is located within a 20-acre urban resort complex on the seafront of Manama. The Ritz-Carlton, Bahrain Hotel & Spa is only 11 kms from the airport, 3 kms from the Manama City Center and close to Bahrain International Exhibition Center. The Ritz-Carlton, Bahrain Villas & Spa offer panoramic ocean views at this luxury beach-front retreat overlooking the Arabian Gulf. Comprised of 23 elegant and spacious villas strategically located along the beach and tucked into lush greenery, the villas provide the ultimate in privacy

Partnership in a Hospitality Consulting, Hospitality Food and Beverage, housekeeping staffing and Event Planning Corporation. Create and lead the board of Directors in daily operations, Budget implementation, control as well as accounting for expenses. Train waiters, bartenders, housekeepers to fulfill temporary labor needs fro hotels as well as event caterers. Coaching the sales team to gain leads and follow up using service standards jointly created and agreed upon by the entire team. Responsible for supporting and analyzing the event planning team. Creating the mechanics and contractual agreements for My Daughter’s Wedding Consortium for a one stop shop concept to better service upcoming Brides and Grooms.

Responsible for all Hospitality products cataloging with emphasis on AAA and Mobil standard products. Service existing clients as well as creating new accounts. Creating new terry and linen specifications to target convention, luxury and ultra luxury hospitality providers. Involved in sourcing and implementing Hospitality related products and services. Includes training of sales managers as well as creating marketing strategies. Creating and implementing O.S.E (Operating Supplies and Equipment) bulk purchase program for new hotels and resorts opening. Research South East Asian market for new business opportunities.

Responsible for creating and instill processes as well as setting the standards for the largest North American Ritz-Carlton Hotel at 584 rooms and direct supervision of 128 employees, including 2 housekeeping managers as well as 5 housekeeping floor supervisors. Trained and guided the Overnight Manager in overnight operations as well as overnight housekeeping operations. Responsible for the overall O.S.E (Operating Supplies and Equipment) procurement and inventory process. Including Purchasing and payment of all invoices. Took on the role as Hotel Manager on Duty after regular working hours. Responsible for implementing the room attendants’ sampling process as part of the quality control, accountability of the supervisors as well as the incentive program for the employees at difference hierarchy. Leading in the department’s achievement as the number 1 position in Overall Hotel Cleanliness as well as Guest room cleanliness for the last quarter of 2004.

Local Pre-opening Leadership;2001, The Ritz-Carlton, Half Moon BayTitle: Housekeeping Manager2003, The Ritz-Carlton, Orlando Grande LakesTitle: Asst. Executive HousekeeperVisiting Trainer;2001, The Ritz-Carlton, BostonEvent: Re-Opening CountdownDepartment: Housekeeping2002, The Ritz-Carlton, Battery ParkEvent: General Managers' MeetingDepartment: Housekeeping2002, The Ritz-Carlton, Lake Las VegasEvent: Pre-Opening CountdownDepartment: Housekeeping, Night Operations

Areas of responsibilities covering Bell Service, Door Service, Hotel Concierge, The Ritz-Carlton Club, General Lobby operations and Valet Parking. Attends Pre/Post Convention Meetings to partner with Event/meeting planners in order to successfully execute the group program. Tasked to raise the Warm Welcome phase as well as the Fond Farewell phase of the guests’ experience. Brought the Gallup Polls score from 4.2 to 4.8 out of a possible 5.0 in 6 months. Improved the Lobby greeter as well as the Check in process. Lead the Quality Improvement team for Warm Welcome as well as Fond Farewell of guests. Implemented the carousel golf club storage system as well as process for storing and cleaning guests’ golf clubs. Maintained zero losses after implementation. Introduced color coding bag tags for more efficient storing and moving of guests’ luggage as well as Group bag pulls. Maintained an overall 5.0 guests and employee satisfaction for The Ritz-Carlton Club.

Responsible for creating the operating processes of the department as well as the Laundry and Valet department. As the first pre-opening experience with 264 guest rooms including 50 guest house concept away from the main property. Employee strength includes 42, out of which includes 3 floor supervisors. Involved in Quality improvement team for CARE (Clean and Repair Everything). Partnered with the Engineering team to ensure that the guest rooms are maintained in immaculate conditions all the time through a 180 point checklist. Took on the role as Hotel Manager after regular work hours.

Training involved line level experience in Housekeeping (accepted position as departmental trainer after six months), Laundry and Valet, Concierge (accepted position as chef Concierge for the lobby as well as The Ritz-Carlton Club), Front Office operations includes Agent and promoted to Night auditor and Rooms Controller. Also received training in Hotel telephone exchange, reservations as well as Day auditor at the Accounting department. Certified as Quality Trainer as well as Quality Selection Process evaluator. Involved in Quality Improvement team for Check in and Check out process as well as active member of the Quality trainers under the supervision from the Director of Training and Development. Implemented the 14 Day Training Matrix Checklist.