- Supporting the requirements of the balanced scorecard and strategy - Supporting guest feedback management processes and associated standards - Facilitating improvement projects to identify root cause and eliminate recurring problems/prevent problems from occurring- Overlooking the guest feedback management processes and associated standards (CSI)- Performing tasks related to mystery guest assessments, telephone test calls and emotional engagement audits, including reports, analysis, follow up and recognition- Supporting colleague involvement through improvement teams, specifically thought IMPROVE - Assisting with the development of suitable training materials to support the implementation of the Jumeirah Quality Management system and driving colleague awareness of Business Excellence and quality related principles- Facilitating improvement projects to identify root cause and eliminate recurring problems/prevent problems from occurring in different areas around the hotel- Supporting the requirements of the balanced scorecard and strategy - Supporting the administration of the department (rosters, training, performance appraisals, payments, work orders etc.)- Actively seeking new ways to continually improve the procedures in the Business Excellence department- Grooming and developing colleagues through effective transfer of quality management and business excellence knowledge, skills and competencies.Special Projects:- Directed, filmed, cut and edited exclusive guest suite orientation videos in 8 languages (Mandarin Chinese, German, French, Spanish, Italian, Japanese, Arabic and Russian) for all in-house guests as part of their arrival experience. – Total savings of AED 400.000,-- Assisting PR & Marketing with various Photo- and Video-Shootings (for both printed and social media presence)

-Responsible for managing a team of 26 colleagues incl. one Assistant Manager, four Team Leaders and 21 drivers-Created the 2011 and 2012 budget for the Transport department and co-created the budget for the entire Front Office and main parts of the Rooms Division for 2012 and assisted the Front Office Manager and the Rooms Division Manager-Project Leader for the up selling tracking program within Jumeirah Emirates Towers as well as Jumeirah Zabeel Saray that saves alone in Jumeirah Emirates Towers an amount of around AED 100,000 (20,000 Euro) annually -Initiated and launched the fuel efficient driving training and successfully reduced fuel consumption by 39%-Lead the daily operation in the Transport department and taken on the responsibility of being in charge of the Valet team for the entire Hotel & Office Tower operations (18 staff)-Updated and created new departmental reports monitoring the efficiency and profitability of the department-Introduced a cost-saving plan for the departments shuttle services by increasing efficiency of the transfers which saves an amount of above AED 21,000 (4,200 Euro) annually-Responsible for the Key Performance Indicators and Balanced Score Card for the department-Successfully managed to increase the departmental English levels by 65% (17 out of 26 colleagues advanced either 1 or 2 levels) throughout a period of 12 month -Guided the team and direct reports towards success and continuous growth: two drivers were promoted internally to Team Leaders and one driver was successfully promoted to Team Leader in a sister property -Increased the quality of the appraisals within the department and -Selected for the Jumeirah Aspiro program as one out of more than 10.000 colleagues for high potential colleagues (received a dedicated Coach to advance further)

-managing the F/O operations with a team of 37, including Guest Relations, Reception, Club Lounge, Concierge, Business Center and Telephone Operators-creating weekly duty rosters-conducting performance appraisals -handling guest complaints-Training and briefing of new and existing staff-working Duty Manager shifts overlooking the rooms division operation-room allocation for VIP and suite guests-handling future booking requests for regular guests-in charge of Priority Club Rewards loyalty program