Director of rooms/ subdirector de hotel

Managing a team of up to 37 associates including 7 direct reports and
in charge of the Front Office, Spa and Fitness owning the P&L and
responsible for operational as well as strategic activity including
budgeting, capex etc.
Implemented several new best practices resulting in surpassing
budget such as: Upselling YOY increase and exceeded target by 21%
points
Exceeded all Guest Satisfaction KPI:s repositioning the hotel to #1 for
Brand/EU
SPG Enrollments YOY increase and exceeded target by 12% points
Key Department head in a flat organizational structure representing
the hotel as a key rooms leader and part of the hotels Operational
Committee
Change Crew Champion leading and driving the integration of Marriott
+ SPG programs and technology.

Managing a team of 35 multi-cultural talents, including 7 direct
reports, reporting directly to the EAM of this luxury upscale villas only
property.
Manage rooms department P&L, forecasting, budgeting and Capex
planning (FO+HSKP). Ensuring profit margin is equal or better than
budget without compromising on luxury standards.
Part of the Emergency response team, property UNICEF ambassador,
guest satisfaction champion for the property “guestVoice Property
Coach” driving action plans to improve guest experience across
departments.
Drive rooms up selling revenue with a YOY increase of 35% through
coaching and implementation of new tools & tracking as well as
strategy.
Drive member enrollments of SPG(Loyalty Program) with a YOY
increase of 18%
Drive operational innovation without compromising on customer
service implementing several successful programs such as E-Folio,
Lets Chat etc.
Represent the hotel during global rooms conferences, OPEX academy
etc.
In charge of the Hotel in the absence of GM and EAM

Oversea and manage hotel complaints, service recovery and guest
communication including training of department heads and duty
managers
Participate in hotels revenue & P&L meetings
GEI (Guest Experience Index) Property Champion and part of Regional
GEI community consisting of 27 Hotels
Implement, drive and manage strategies to improve GEI (Guest
Experience) and guest satisfaction of the hotel exceeding target year
on year.
StarGuest Property Champion Responsible of the implementation,
training and administration of the system and customer service files
management
Participate in the Hotel Manager on Duty Program (Dept. head above)
Implemented pilot programs, which became global brand standard.
Opening Task Force Sheraton Samui / Rooms Division / Rebranding
Task Force Le Meridien Suvernabhumi Resort & Spa / Service
Improvement / FOM function.

Managed a 2 level Executive Lounge with 53 Club Rooms, Suites &
Villas, team of 7 and mentored associate into managerial role.
Managed sections budget and hotels VIP amenities budget decreasing
YOY cost by 7% while increasing Guest Satisfaction from 38% into 73%
positive.
Department innovation of SOP:s and several innovations of menus and
service
Assumed the responsibilities of the Front Office Manager in his
absence
Acted as the Chief Concierge for 4 months in addition to my
responsibilities in charge of the 15 associate concierge and bell team
including 5 drivers and 4 cars. Renewal of whole sections SOP, drove
transportation revenues and managed budget as well

81% AVG - Hotel/Hospitality Management