Magdalina Chung

Lead the 316-keys property to transformation of YoY revenue growth, customer satisfaction, up-lift of
teams morale and streamlining process improvements as per brand requirements, reporting directly to
the SVP Deputy Head of Southeast Asia & Australia.
• Surpass budgeted GOP by 46% whilst maintaining the up-keep of the property. Drive RFP bids and
acceptance with the DOSM, FH Global Sales and FH Cluster - doubled compared to previous year.
Securing wholesale for the need period and contracting major local corporates and government
entities driving rooms as well as meetings and events.
• Internal projects with HR which lead to an improvement in teams morale in a short period of time
i.e. Teams Recognition, Relaxation Area, Cross Training and Internal Promotion which impacted
Guest Satisfaction improvements.
• Pioneered marketing collaboration for the hotel and Capri by Fraser brand with locally renowned
award winning coffee start-up JWC - offering quality signature coffee blend (Caramel Popcorn) and
specially curated coffee experiences classes whilst staying at the property. I took Fulfilling goal

Manage a 50-room hotel with a bustling restaurant, vibrant bar, and convenient grab-and-go option, in
addition to a sizable 569-sqm meeting venue; reporting directly to the Country General Manager.
• Delivered an exceptional achievement by successfully opening a hotel in less than 2 and a half
months; achieved a healthy occupancy and ADR (average daily rate) during the first 3 months of
operations.
• Supported various Qatar Airways projects, including licenses, governmental set-up requirements,
and credit facilities for the esteemed Ras Abrouq (90-villa, Waldorf / Curio affiliated property) and
B12, a premier Beach Club in Westbay.
• Ensured exceptional customer experiences with a remarkable GOP of 26%, QR500k NOP, and an
impressive 98% Overall Customer Satisfaction rate in the opening year, leading to 3 nominations for
FACT Dining Awards in the first year of operations. Awarded Best New in Town Casual Dining
Restaurant after 6-months of opening.

Spearheaded the procurement of OS&E for both the hotel and the service apartments and set up a
critical path for the project, incorporating weekly project updates with the owners project team;
reporting to the Regional General Manager Focused Service Hotels ME and Northern Africa. Conducted
recruitment of heads of departments for the service apartments.
• Secured commercial contracts valued at QR1.8m for 2 months.
• Prepared pre-opening budget preparation for the owners service apartment project; finalized
the service apartments strategy and coordinated with various vendors and contractors in
securing corporate and semi-government contracts.
• Oversaw the successful management of 294 upscale residences ranging from 1 to 4-bedroom
duplexes at West Walk Service Apartments.

Headed a large and diverse hospitality complexes, Crowne Plaza Doha - The Business Park (378 rooms,
suites, and residences) and Holiday Inn Doha - The Business Park (307 rooms and suites, 11 restaurants
and bars, and a 5, 000-sqm conference event space) located in Doha; reporting to the Complex General
Manager. Implemented effective strategies to maximize profitability, while maintaining the highest
standards of service and quality. Contributed to the success of multiple departments in absence of their
head of departments/leaders, including HR, Sales & Marketing, Housekeeping, Laundry, Spa &
Recreation, F&B, and Culinary.
• Recognized as an outstanding potential General Manager within the IHG organization in less than
one year of service, and chosen to participate in the IHG Career Insight - GM Potential program.
• Executed cost-saving measures during the COVID pandemic and transition period of replacements
joining.
• Streamlined operations and workforce in response to the adverse market effects of the COVID-19
pandemic by reducing employees from 560 to 390, while driving a positive profit margin of 25%
and 30% for the respective properties owners and maintaining team engagement by 88%.
• Attained top 10% EMEAA quality performance across various measures and earned the 100% score;
LQA Quality Assurance Champion the Quality 360 for two consecutive years, 2019 and 2020.
• Achieved recognition as the Favorite Business Hotel Spa in Qatar 2020 and Favorite Burger Joint in
Qatar 2021.
• Positioned bars & restaurant concepts in the local market through strategic marketing and
partnerships, resulting in 15% revenue and 35% departmental profit growth year over year.
• Led successful preparation and inspection efforts for a 5 and 4-star hotel classification, while
working with the head of departments and their team to ensure top-quality service across
multiple departments.

Drove exceptional customer experiences and maximized profitability at a 270-room hotel, 1 restaurant
& bar, and 123 sqm conference events area. Received positive feedback from owners and board of
directors for exceptional service and attention to detail, as well as for achieving record-high revenues
and profits. Leveraged strong leadership and management skills in overseeing all aspects of hotel
operations and maintaining a high-performing team.
• Played a vital role in the development of the Rove Brand Experience Manual as a member of the
team responsible for creating policies and procedures for customers and teams.
• Established and aligned hotel operations with the brand image to drive owner return and
profitability, resulting in positive operational GOP in the second month of operation at 42%.
• Promoted a culture of service excellence that established trust and bolstered the brand
reputation, as evidenced by the hotels No. 6 ranking out of 553 hotels on TripAdvisor, No. 5
ranking on Booking.com out of 387 hotels, and 90% positive response rate on Team Members
Pulse, all achieved within less than three months of opening.

Demonstrated significant growth and advancement within the company, progressing from Front Office
Manager (FOM) to Operations Manager (OM) to Hotel Manager (HM). Coached and empowered a team
of 62 members to propel exceptional levels of customer service and operational efficiency in 111 rooms
and suites hotel with 1 restaurant and 100-sqm conference events. Developed and maintained strong
relationships with employees, customers, vendors, and other stakeholders, fostering a positive and
collaborative work environment.
• Successfully transformed F&B concept briefs into a high-performing outlet and catering stream
that became popular in the local market, generating positive feedback and financial results.
• Introduced innovative and efficient practices that enhanced the customer experience, optimized
operational processes, and boosted GOP.
• Received excellent feedback from customers and industry experts, including the Qatar for Excellence 94.51% (Top 10 amongst 5-star properties in Doha; the
only 4-stars hotel in Doha to win the award), 2016 for consistent Service
Excellence, and

Managed the heads of department (HODs) across various functions including HR, Sales, Finance,
Housekeeping, Front Office, Engineering, F&B, and Kitchen ensuring seamless coordination and
alignment of goals to drive business success.
• As the Property Quality Champion; achieved the highest level of property quality and compliance,
with consecutive Grade A audit above 95% from to setting a in the hotels
history and the region.
• Implemented data-driven tactics and strategic improvements based on comprehensive
customer satisfaction analysis to deliver exceptional and memorable hotel experiences for
customers.