Department Head Internal Communication
GASCO
Total years of experience :24 years, 9 Months
• Create a framework for the internal communication process to happen in a strategic and structured manner.
• Actively raise the standards of communication across the organization and develop knowledge and communication skills across the business by coaching internal communication best practice and arming leaders with tools they need to communicate to their teams.
• Coach and advise the business on shaping and planning their communication needs consistent with the strategy to support engagement of employees.
• Provide planning and editorial resource to maintain agreed company specific communication and ensuring it is tied to an element of the GASCO strategy or cultural attributes.
• Prepare and publish GASCO's annual sustainability report (in line with GRI guidelines).
• Facilitate events, and leadership activities that support the communication objectives of GASCO.
• Partner with all internal stakeholders to provide communication support for internal communication outputs and change programmes.
• Develop the organizations internal communication and feedback infrastructure to make it an effective tool for employee engagement, maximizing interaction.
• Facilitate the internal roll-out of strategy communication (cultural attributes, business plans, etc.), ensuring employees understand the organization’s aspirations and challenges (creating line of sight).
• Measure and analyze the effectiveness of internal communication. Use this information to support the shaping and development of the internal communication strategy and future communication interventions.
It is my objective to create an efficient and engaged workforce that shares common goals on which they can act every day. I apply strategic & internal coordinated communication which is aligned to our strategic objectives, core values and brand promise to bring the aspirational corporate culture to life and inspire desired behaviour. In this capacity I am primarily responsible for preparing and implementing a Corporate Internal Communications Policy & Procedure that allows internal communication to happen within a structured framework, setting up an appropriate infrastructure (channels) that supports information sharing as well as setting up a feedback system to define employee satisfaction and the effectiveness of communication (Employee Satisfaction Survey & Communication Review). Tasks include but are not limited to the below:
• Set-up the Internal Communications function
• Develop & and lead the implementation of the internal communications strategy
• Create a framework for internal communication & employee engagement
• Set-up a communication infrastructure (implement new communication channels)
• Define, scope & implement communication and engagement requirements for different change management interventions
• Support leadership to develop & encourage best practice inter departmental communication
• Define a culture change blue print, initiate and oversee the ‘Culture Change Programme’
• Provide strategic input to the ‘HR Modernization Project’ (HR Vision, Mission, Strategy, Operating Principles, etc.)
• Plan & implement employee engagement interventions
• Develop messaging / content and communication material
Additionally to tasks described above, my role with Nakheel was very much sustainability focused. Even though CSR was always part of my career in one form or another, it was during my time with Nakheel that I was directly involved with strategic CSR. I was responsible for strengthening the organizational CSR culture to become one of engagement & high performance by integrating sustainability in our daily operations. I applied strategic & internal coordinated communication aligned to our objectives, sustainability ambitions, values and brand promise to bring the aspirational corporate culture to life and inspire desired behaviour. I embedded sustainability by aligning policies, procedures & processes to our CSR principles. I significantly raised the level of knowledge & competence about CSR and our agenda through communication-, training- as well as community- and employee involvement activities. As a ‘sustainability champion’ I played an integral role in developing Nakheel’s sustainability commitments, green office standards, and its first commitment report. I was also responsible for change related communication & engagement. Some highlights include:
• Prepared and implemented the Internal Communications Strategy (achieved an internal communication satisfaction index of 83% in 2008 which reflects an improvement of 11% compared to 2007)
• Introduced & facilitated the Employee Satisfaction Survey & Communication Review, analyzed results, planned & implemented resulting actions
• Designed an Engagement Model, increased engagement capabilities and implemented engagement initiatives (achieved an employee engagement index of 89%)
• Drove desired corporate culture through core value related initiatives (achieved a rating of 88% for vision & values in 2008 which reflects an improvement of 7% compared to 2007)
• Actively contributed to the creation of Nakheel’s Employer Brand and drive its internal implementation
Temporary consultant on a project for the UAE Ministry of Labour: “Strategy for Service Excellence - Building a customer service brand and culture”. Identified all customer service touchpoints, defined appropriate customer service standards, defined capability framework, set-up employee training
At Sama Dubai I held the role of Senior Manager Customer Services. As part of the Property Management Operations Department I provided support services to senior management. These included setting up, maintaining and migrating down to project level full professional customer /tenant/end user services. In this capacity I managed the Administration Team consisting of Travel, Purchasing, Contracts & Services, IT, Stores & Movement, as well as the Customer Service Team.
• Develop and maintain office standard procedures, customer satisfaction process & customer data base
• Maintain professional Sama Dubai office operations & services
• Arrange site training programs for staff and assist with site tours / VIP visitor procedures
• Provide leasing/sales assistance and prepare departmental budget
• Arrange and assist with activities for investors
• Set-up concierge services
• Source and manage service providers for value added services
• Prepare all related tenant manuals
At Jumeirah Beach Hotel I oversaw the Premium Leisure & Club Executive, managing a team of 42 colleagues that served up to 900 guests. My daily guest interaction has strongly developed my quest for ensuring exceptional customer service level while increasing revenue and ensuring P&L control and budgeting. As a pre-opening manager of the new Club Executive Lounge, I gained valuable experience in project management, design, planning and execution of a major project.
• Develop, communicate, update and implement Standard Operating Procedures in compliance with ISO and Quality
• Ensure that all activities adhered to and support the company’s Quality Management System
• Identify and evaluate business trends/needs and use this information to set and review departmental objectives
• Ensure 93% satisfaction as a minimum score on customer feedback
• Reply to guest letters, queries and complaints
• Motivate, lead and ensure the continuous improvement of the team
• Prepare duty rosters and training plans
• Ensure manning guide is always on par
• Analyze business practices and identify opportunities to increase revenue and or cost savings
• Prepare, monitor and control the departmental budget
• Interpret monthly financial data and identify concerns and take corrective action when required
Front Office Manager
May 2003 - September 2004
• Oversee the entire front office operations including Front Office Shift Managers, Receptionists, Night Auditor and Concierges
• Manage all personnel related tasks (recruitment, conduct training, certifications and disciplinary actions)
• Supervise house bank balancing, conduct weekly bank audits
• Prepare the house for sell outs
• Prepare the departmental budget as well as capital project requests
Guest Relations Manager & Quality Administrator
July 2002 - May 2003
• Be the eyes and ears for management in respect to employee relations, inter-departmental cooperation and guest satisfaction
• Supervise staff in the absence of the General Manager and/or Department Head
• Monitor safety procedures
• Respond to all guest and club member queries, offer solutions, explanations and compensation when necessary
• Assist in developing new programs, training guidelines & guides, design templates and brochures
Assistant Manager of Beach Operations
March 2002 - July 2002
• Oversee the entire outdoor operations which include eight different departments
• Supervise up to 30 employees
• Prepare duty rosters
• Take disciplinary actions
• Interact with guests and club members
Human Resources Coordinator
August 2001 - February 2002
• Manage applicants through the employment process (application, screening, interview and hire)
• Assist with exempt and non-exempt recruiting hiring procedures
• Recruit candidates through job fairs and advertising
• Assist with transfers and promotions
Perform all personal butler services for guests in allocated suites and cabins. Those included:
- housekeeping (cleaning of suite / cabin)
- 5 star silver service for private dining requests
- laundry services
- childcare services
- organization of land excursions
- concierge services
Perform all front office related duties which included:
- check in and check out
- allocation of rooms
- room and facility insprection
- concierge services
- cashiering and bank balancing
- business centre services
Germany's most reputable university for Hotel Management & Business Administration. Courses included: - Sales & Marketing - Finance & Accounting - Legal & Labour Practices - English & French - Information Technology - Customer Services The university purely focuses on academic education and not practical internships (which had to be completed prior to being admitted, a minimum of 5 years on the job training were a prerequisite). Degree title in German: Betriebswirt
Apprenticeship to become a skilled worker for the hospitality industry. The 3 year program focuses on dual education (practical experience in a hotel supported by academic education in school). The curriculum (both practical and academic) is defined by the German Chamber of Commerce and prescribes which departments / subjects have to be completed in order to graduate. During my practical internship I used to gain experience in the following areas: - Food & Beverage (restaurant & bar) - Purchasing - Front Office - Sales & Marketing - Accounting - Director's Office - Banquets & MICE - Housekeeping - Human Resources
Diploma for foreign languages Major: English Minor: French
