Ricardo Nicholas Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto , Ontario

Toronto, Canada Area

Direct liaison between the brand, franchise hotel owners and General Managers on compliance of all brand related initiatives including service, product and program standards. Conducts brand audit inspections on both managed and franchised properties to validate compliance of brand standards, systems and operational processes. Responsible for the development, monitoring and ongoing enhancements of the components relating to the brands CEM platform (Medallia). Works directly with the Customer Experience Analyst to drive year over year results of all key customer experience metrics both at the brand and property level. Responsible for the development, deployment and monitoring of the results and action plans of the third party Standards Training and Evaluation Program (LRA Mystery Shop Program). Ensure year over year property and brand improvements and compliance of the brands service, products and program standards.Responsible for managing and monitoring the annual third party Quality Assessment Audits for the portfolio including detailed action plans and timelines. Ensure all action plans are aligned and linked to the property's specific capital budgets.Responsible for the managing and monitoring of EcoSure Program (Kitchen) Assessment including action plans and timelines. Responsible for conducting property improvement plan (PIPs) assessments on prospective hotels and existing hotels based on management agreement renewals.

Toronto, Canada Area

Conducted two day annual brand audit inspection on standards, systems and operational processes for each of the franchise properties within the Delta Hotels portfolio.Worked with owners and General Managers of franchise hotels to ensure annual capital improvements are linked to the brands property inspection audits. Achieved results working closely with the franchise General Managers and Leadership Team on action plans, sharing of best practices based on “Voice of Guest” feedback results to identify guest related service opportunities. Conducted quarterly conference calls with franchise hotels on the progress of key brand measurements, new program roll outs, brand initiatives and focuses.Responsible in compiling and submitting annual Franchise Budget Guidelines to franchise hotels.

Toronto, Canada Area

Work closely with the VP of Development on research and analysis on prospective new hotels looking to join the Delta Hotels portfolio (Managed & Franchise) Reporting directly to the VP of Operations/Development, responsible for ensuring the franchise hotels are operating in compliance with all brand standards. Responsible for the coordinating and implementation of the entire Transition Plan, including Training for all “newly Branded” Delta Hotels. (Managed & Franchised)Prepare Monthly Franchise Reports for Owners which includes CEM results, Financials and Marketing Strategies.

Toronto, Canada Area

Reporting directly to the General Manager, responsible for overseeing the smooth operation of all areas of the hotel. Directed operational development activities keeping them aligned to the strategic plan. Responsible for the heighten service culture and overall guest experience measures within the operation.Responsible for creating of the annual budgets including the managing of expenses according to forecasted business levels.

Hotel & Restaurant Management Operations

Education record