Social Media Executive
KLM Royal Dutch Airlines
Total years of experience :17 years, 11 Months
Customer Care “One stop Shop” on Social Media for KLM - Air France the oldest and second largest airline in Europe
Responsible to monitor and maintain Facebook, Twitter, LinkedIn regarding all German content to the highest level of reputation including KLM global, Germany, Austria and Switzerland
Creating Social Media posts for +2 Million Twitter followers and +11 Million Facebook followers
Quality Control and Training of more than 35 team member from the German and English team
* Responsible for leading 30 operational team member including front desk, concierge, guest relations, operators, executive lounge
* Rebranding from Roccoforte to Hilton, set up and implementation of SOP'S, policies and procedures
* Increasing the efficiency and team member satisfaction through recreation of work environment
* Conducting training sessions for complaint handling, guest satisfaction and loyalty, guest experience and management development from line team members up to HOD for more than 200 individuals throughout the departments
* Responsible for leading all front office operations across various departments within Germany’s biggest Marriott Hotel with 587 rooms
* Overseeing provision of services to guests from front desk, concierge / bell-stand, guest relations, night audit, security and ‘at your service’ switchboard
* Managing a proactive and dynamic team of 3 Managers and 35 multi-disciplinary team members, contributing to workload scheduling, delegation and performance management
* Leading front office and housekeeping operations, reporting directly to Hotel Manager, with responsibility for maximising the quality of service and efficiency of functions
* Contributing to rate decisions taken at weekly business focus meetings and serving as manager on duty in the absence of Hotel Manager
* Implementing ‘Green Leaders Gold Level’ certificate with Trip Advisor and leading the development and execution of numerous capital expenditure projects with the aim of improving service quality
* Managing guest key card system change from Cisa to VingcardElsafe and overseeing creation of a new fitness centre featuring state of the art machines from Precor
* Overseeing installation of new HD flat screens in combination with brand new head-end satellite system allowing guests
to stream over 100 channels free of charge
* Managing team of 17 staff within the housekeeping department with responsibility for developing, introducing and
controlling several local standard operating procedures
* Responsible for the delivery and pick-up of rental cars to both corporate and private clients, for ensuring accurate check-in and out of rental cars / trucks, and for inspecting and cleaning returned vehicles
* Leading a large team of 15 Hilton staff and over 50 external personnel, ensuring performance of housekeeping shifts as required to facilitate the operation of this 484 room hotel
* Responsible for scheduling and controlling workloads of all staff and for engaging in direct contact with guests when on
* Completing this internship in combination with Hotel Diploma studies (see below) fulfilling a set period of work within
each major function: 9 months F&B service, 9 months kitchen & stewarding, 6 months front office & housekeeping, 6
months sales & purchasing
* Serving guests at the main restaurant during regular daily meals and at the grand ballroom on special occasions
- Hotel Industry Specialist (government certified) Dual studies, on the job at the Hilton Munich Park, and theoratical at the hospitality management school in Munich Covering all aspects of an hotel, from f&b service, over front office and housekeeping, to revenue management, sales and accounting
