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Ina Lorenz, Quality & Brand Experience Manager

Ina Lorenz

Quality & Brand Experience Manager·Emaar Hospitality

United Arab Emirates

Bachelor's degree, Business Administration

Work experience

Total years of experience: 19 years, 7 months

Quality & Brand Experience Manager

December 2016 - Present

Emaar Hospitality

Dubai, United Arab Emirates

December 2016 - Present

Company industry:
Hospitality & Accomodation
Job role:
Quality Control

Learning & Development Manager

July 2014 - November 2016

Emaar Hospitality

Dubai, United Arab Emirates

July 2014 - November 2016

-Currently leading all aspects of Learning and Development programs at the property, ensuring alignment with our corporates vision, mission and values.
-Developed, from inception, the Learning and Development strategy for Palace DownTown and implemented this framework across a large and diverse workforce.
-Implemented our corporate leadership and development program for our team: qualifying, coaching and leading 35 departmental trainers to improve departmental performance.
-Creating training plans for cross trainees and individual development plans.
-Designing course material based on learning needs analyses, guest feedback and evolving business needs.
-Delivering high impact training courses focusing on Leadership and Customer service.
-Coaching and mentoring Leaders on how to increase engagement and improve department performance.
-Driving employee Engagement through recognition initiatives and social interventions.
-Developed an annual training plan for the property and to ensure that the identified learning and development needs are met in a structured and systematic manner.
Company industry:
Hospitality & Accomodation
Job role:
Training and Development

Training Manager

October 2012 - October 2013

Villa Rosa Kempinski

Kenya

October 2012 - October 2013

- Set-up the Villa Rosa Kempinski training department during pre-opening
- Implemented Kempinski Corporate training policies and procedures
- Developed Kempinski departmental standards alongside the HOD
- Established department handbooks & organizational charts
- Developed all departmental pre-opening training plans in-line with corporate standards and was fundamental in their execution.
- Created an exciting and welcoming induction day for the on-boarding of 260 employees
- Conducted Kempinski orientation, fundamentals, supervisory fundamentals & Train the Trainer training
- Implemented an ongoing departmental training program together with 40 qualified department trainers
- Developed motivational programs for standards awareness & general improvement
- Coached and trained managers and departmental trainers to improve department performance
- Solely responsible for the recruitment of the training team
- Assisted Director of People Service in HR related matters
-Worked together with the University of Nairobi & United States University of Nairobi to identify talented trainees
- Created training plans for those trainees (international and local)
- Established relationships and partnerships with external suppliers, training providers and legal and safety entities.
-Completed the structuring and setting up of the training department
-Established a departmental training culture
-Implemented general Kempinski standard trainings
-Hotel won the World Travel Award - Africa's Leading New Hotel
Company industry:
Hospitality & Accomodation
Job role:
Training and Development

Training Manager

March 2009 - March 2011

Kempinski Mokuti Lodge

March 2009 - March 2011

03/2009 - 03/2011
Kempinski Mokuti Lodge, Tsumeb, Namibia
Training Manager (Promotion from Outlet Manager - 09/2009)

- Conducted Kempinski fundamental training
- Supervisory fundamentals for supervisors & managers
- General health & safety training
- Train the Trainer
- Developed motivational programs for standards awareness & improvement
- Training plans for trainees and interns
- Recording & reporting of department training performance
- Implemented & overlooked Cross Training
Job role:
Training and Development

Talent Development

January 2009 - January 2010

ESS Champion

January 2009 - January 2010

- ESS Champion
- Attended the Kempinski Trainers Academy 2009 & 2010
- Supported and drove Training in the hotel
- Talent Development

- Structuring and setting up the training department
- Implementing general Kempinski standard trainings
- Implementing department training
- Implementing weekly and monthly meetings
- Improvement in LQA scores from 56% to 78%
- Improvement in ESS scores from 52% to 75%

WORK EXPIERENCE
Date
Name of Employer

Position
Responsibilities

Achievements
Job role:
Human Resources and Recruitment

Outlet Manager

June 2007 - February 2009

The H Hotel Dubai

United Arab Emirates

June 2007 - February 2009

06/2007 - 02/2009
The H Hotel Dubai (formerly The Monarch Hotel), Dubai, U.A.E.

Outlet Manager (Promotion from Asst. Outlet Manager - 06/2008)

- Set up and opened the outlet during the pre-opening phase
- Hired and trained the new employees
(Team of 16 Employees during opening phase)
- Implemented and maintained high standards in the outlet
- Developed & coached staff to meet department standards & goals.
- Responsible for the daily operations in the outlet
- Administered financial reporting for the outlet and explained variances
- Consulted & dealt with suppliers about new products
- Conducted daily outlet meetings & monthly communication meetings
- Professional development of the staff through monthly and yearly appraisal
- Analyzed & monitored the food, beverage and other costs in the outlet
- Responsible for the maintenance & improvement of the required hygiene standards in the outlet

- Successful opening of the outlet without an Outlet Manager
- Setting up the department operation and increasing productivity
- Implementing of HACCP
- Implementing standards as per Leading Quality Assurance

Date
Name of Employer

Position
Responsibilities
Company industry:
Hospitality & Accomodation
Job role:
Management

February 2007 - April 2007

Kempinski Hotel Gravenbruch

February 2007 - April 2007

02/2007 - 04/2007
Kempinski Hotel Gravenbruch, Frankfurt, Germany

Task Force (2 month contract to assist the F&B department)

- Assisted the manager in the day to day operations & coordinated work flow for the employees in the outlet.


WORK EXPIERENCE

Date
Name of Employer

Position
Responsibilities
Job role:
Other

Restaurant Supervisor

December 2005 - December 2006

Kempinski Hotel Mall of Emirates

United Arab Emirates

December 2005 - December 2006

12/2005 - 12/2006
Kempinski Hotel Mall of Emirates, Dubai, U.A.E.

Restaurant Supervisor
- Assisted the outlet manager to set up and open the outlet during the pre-opening phase
- Assisted the manager in day to day operations & coordinated work flow for the employees in the outlet.
- Managed a staff of 14 people & ensured adequate resources were scheduled for day to day operations.
- Delegated tasks & monitored the progress of the staff within the outlet.
- Managed the daily operations of the lobby lounge.
- Regular improvments of the set-up & service standard check

Date
Name of Employer

Position
Responsibilities
Company industry:
Hospitality & Accomodation
Job role:
Management

Chef de Rang

June 2004 - October 2005

Kempinski Grand Hotel des Bains

June 2004 - October 2005

06/2004 - 10/2005
Kempinski Grand Hotel des Bains, St Moritz, Switzerland

Chef de Rang (Promotion from to Commis de Rang - 06/2005)

- Leading a service station with a Commis de Rang
- Selling the food & beverage products
- Performed a variety of tasks, including hosting
- Assisted with inventory audits within the departments
- Coordinated service requirements within the outlets
- Delegated tasks, investigated & resolved food quality & service complaints
Job role:
Customer Service and Call Center

April 2005 - May 2005

Kempinski Julai'a Hotel & Resort

April 2005 - May 2005

04/2005- 05/2005
Kempinski Julai'a Hotel & Resort, Julai'a, Kuwait

Task Force (2 month contract to assist the F&B department)

- Assisted the manager in day to day operations & coordinated work flow for the employees in different Outlet's (All Day Dinning, Room service, Pool Bar)

Date
Name of Employer

Position
Responsibilities
Job role:
Other

Education

Chamber of Commerce and Industry Erfurt

August 2012

August 2012

Bachelor's degree, Business Administration

Germany

Hotel Management School Pegnitz

August 2002

August 2002

Diploma, Secondary Education

Germany

Skills

Service Learning
Expert
Service Learning
Expert
Quality Tools
Expert
Quality Tools
Expert
FINANCIAL REPORTING
Intermediate
FINANCIAL REPORTING
Intermediate
NEW PRODUCTS
Intermediate
NEW PRODUCTS
Intermediate
OPERATIONS
Expert
OPERATIONS
Expert
QUALITY ASSURANCE
Expert
QUALITY ASSURANCE
Expert
SAFETY TRAINING
Expert
SAFETY TRAINING
Expert
TRAINING
Expert
TRAINING
Expert
APPRAISAL
Expert
APPRAISAL
Expert
Service Learning
Expert
Service Learning
Expert
Quality Tools
Expert
Quality Tools
Expert

Languages

English
Expert
German
Expert