Hospitality Operations Manager 1500-Keys
Accor
Total years of experience :11 years, 7 Months
- Successfully transformed and operated 14 distinctive residential buildings, apartments, and villa compounds, converting them into fully functional hotels.
- Oversaw the entire process of hiring and recruiting 350 team members, ensuring a smooth transition and settling them into their accommodations.
- Strategically designed stores and operational spaces to maximize efficiency and elevate the overall guest experience, while implementing efficient and quality-focused laundry operations through effective logistic planning.
- Implemented comprehensive employee training programs, developed SOPs for various departments such as Front Office, Housekeeping, Laundry, and Logistics. Strategically planned business initiatives, including the creation of road maps and risk management tools, to optimize operational efficiency, foster a positive working culture, and ensure alignment towards success.
- Managed purchasing and requisitions of all operational supplies and equipment (OS&E and FF&E).
- Managed bookings and reservations, optimizing occupancy rates and guest satisfaction.
- Ensured information technology systems were in place and functioning effectively.
- Implemented fire safety and security measures to ensure the safety of guests and employees.
- Maintained regular communication with property owners and facility managers on a daily basis to exchange updates, address maintenance concerns, and provide timely resolutions.
- Successfully executed the decommissioning process of all 14 properties, including the retrieval and transportation of OS&E and FF&E to the main warehouse, while facilitating the demobilization of 350 team members.
Managing 1161 Keys
- PMS Migration, Major Renovation, and Expansion of 300 rooms. Rooms configurations input, Elevator programming and installation, Card encoding, and programming
- Planning and Coordination of the renovation process. work closely with the hotel management and other relevant departments to ensure that the renovation project aligns with the hotel's overall objectives and timelines.
- Room Inventory Management: During the renovation, responsible for managing the room inventory. oversee the closure of rooms for renovation, coordinate with the sales team to minimize revenue loss, and ensure proper communication with guests regarding th availability of rooms
- Guest Satisfaction: worked to minimize any inconvenience caused to guests during the renovation. They may implement strategies to manage guest expectations, communicate renovation updates, and ensure alternative accommodation arrangements are in place if necessary.
-Staff Management: oversees the coordination and training of staff during the renovation. This includes ensuring that housekeeping teams are well- equipped to handle the increased workload and managing staff schedules to accommodate the renovation activities.
- Quality Control: Ensures that the renovated rooms meet the hotel's quality standards. work closely with the renovation team to conduct inspections, address any issues or deficiencies, and ensure that the finished rooms are ready for occupancy.
- Financial Management: collaborates with the finance department to monitor and control renovation-related costs. Responsible for budgeting, expense tracking, and ensuring that the renovation stays within the allocated financial resources.
Managing 100 Keys Villa Resort
- Took on the role of Director of Rooms at Tanjung Jara Resort, a 100-key villa resort nestled in the tropical rain forest of Terengganu, Malaysia.
- During the pandemic, assigned to the resort from JW Marriott Hotel Kuala Lumpur as the Director of Rooms, overseeing various departments and ensuring seamless operations.
- Held diverse responsibilities encompassing revenue, Front Office, Housekeeping, Reservations, Recreation, Spa (non-motorized water activities, jungle tracking, and scuba diving), and Security.
- Successfully merged and reorganized departments to provide additional support to housekeeping and F&B, addressing the urgent need for manpower amidst hiring restrictions caused by the pandemic. Strategically planned and executed this integration, establishing training plans and cross-exposure schedules in collaboration with department heads on a daily basis. Developed the team by fostering confidence, imparting knowledge, implementing SOPs and guidelines, and prioritizing work-life balance for optimal outcomes.
- Later, when the resort required significant renovations, assumed the role of Head of Major Renovation. Collaborated with a third-party construction company, overseeing the commencement of the renovation while ensuring uninterrupted resort operations.
Autograph Collection by Marriott the Majestic Hotel KualaLumpur Malaysia Jan 2019 - Apr 2019
Managing 200 keys
• Select and train of all front office personnel. Scheduling and supervising workloads, performance evaluation, master key control, verification of accurate, room revenue room & house status, high balance banks & deposits, credit limit & policies, cashiering, cash handling,
• Stay within budgets, operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and configuration changes, achieved a cost savings of 15% by identifying and implementing optimization measures based on data analysis and system performance evaluation.
• monitor and cater to the needs of VIPs, ensuring exceptional guest experiences. Handled an average of 30 VIP guests per week, addressing their requests promptly and accurately
• Safekeeping of filing system with documentation of purchasing, vouching, schedules, forecasts, reports and tracking logs, organized an average of 500 documents per month, ensuring easy retrieval and accuracy for seamless operations.
• Elevated guest experiences by delivering personalized and exceptional service, resulting in consistently positive feedback and high guest satisfaction scores.
• Orchestrated a highly efficient Butler team, implementing a comprehensive training program that improved team performance and led to a 25% increase in guest service efficiency.
• Pioneered seamless collaboration among departments, ensuring coordinated efforts that resulted in a 20% reduction in response time to guest requests and enhanced overall guest experience.
• Spearheaded the implementation of a guest preference tracking system, resulting in a 30% increase in personalized guest amenities and services, enhancing their sense of loyalty.
• Successfully managed and resolved guest concerns, transforming potential issues into opportunities to exceed guest expectations, ultimately leading to a 15% decrease in guest complaints.
• Streamlined budget allocation and inventory management, optimizing resource utilization and resulting in a 10% reduction in operational costs while maintaining the quality of guest amenities.
• Produced comprehensive monthly reports on guest feedback, preferences, and Butler team performance, providing valuable insights that contributed to strategic decisions and improvements in guest services.
• Introduced innovative training sessions focused on enhancing the team's soft skills and local knowledge, leading to an increase in guest engagement and positive reviews.
• Fostered a culture of proactive problem-solving within the team, resulting in a 20% decrease in escalated guest issues and a more streamlined guest service process overall.
• Successfully implemented cost-saving measures, reducing operational expenses by 10% within the first quarter.
• Streamlined scheduling processes, resulting in a 15% reduction in scheduling conflicts.
• Implemented a credit control system, decreasing instances of exceeding guest credit limits by 20%.
• Developed comprehensive reports, providing actionable insights for better decision-making.
• Analyzed guest feedback trends, leading to a 10% increase in guest satisfaction scores.
• Launched a guest loyalty program, increasing enrollments by 25% and improving guest retention.
• Designed personalized experiences, resulting in a 30% increase in repeat bookings among loyalty members.
• Led a multi-disciplinary team, ensuring seamless coordination and consistent guest experiences.
• Implemented cross-training initiatives, improving staff versatility by 15%.
• Revamped VIP services and club lounge offerings, increasing utilization and revenue streams.
• Attended to high-profile VIP guests, enhancing the hotel's exclusivity and reputation.
• Enhanced check-in and check-out processes, reducing guest wait times by 25%.
• Orchestrated the Executive Club Lounge operations, maintaining the highest standard of service and consistently exceeding guest expectations.
• Successfully managed high-profile guests, including VIPs and dignitaries, with exceptional protocol and discretion.
• Elevated the culinary offerings in the lounge, ensuring a high standard of food quality, presentation, and variety.
• Led the design and set-up of the lounge to create an atmosphere of sophistication and comfort, resulting in a 15% increase in guest satisfaction scores.
• Collaborated closely with executive chefs to curate exclusive menus, leading to a 20% increase in positive guest feedback on dining experiences.
• Coordinated with the culinary team to accommodate special dietary requests and preferences, achieving a 25% reduction in food-related complaints.
• Effectively supervised and motivated staff, fostering a cohesive team environment that positively impacted guest interactions and satisfaction.
• Catered to TOP VIPs with personalized and anticipatory service, resulting in repeated visits and positive word-of-mouth referrals.
• Successfully managed membership programs, ensuring seamless enrollment processes, renewals, and personalized benefits.
• Oversaw guest feedback collection and analysis, leading to targeted service improvements that raised guest satisfaction by 10%.
• Played a pivotal role in maintaining an exceptional experience for all guests, resulting in a consistent 92%+ guest satisfaction rating.
• Fostered a culture of continuous improvement, conducting regular training sessions for staff and maintaining high service standards.
• Collaborated with cross-functional teams to ensure the seamless coordination of services, leading to a 20% reduction in service-related delays.
• Managed a diverse team, fostering a sense of ownership and dedication, and resulting in a 15% increase in staff morale.
• Exceeded guest expectations, boosting positive feedback by 15% and elevating guest satisfaction scores.
• Streamlined check-in/out, reducing wait times by 20% and enhancing overall operational efficiency.
• Led cross-training, increasing team versatility by 25% and minimizing scheduling conflicts by 10%.
• Resolved conflicts adeptly, resulting in a 20% decrease in guest complaints and maintaining guest relations.
• Implemented guest recognition program, driving a 30% increase in repeat bookings and enhancing loyalty.
• Implemented cost-efficient practices, resulting in a 15% reduction in operational expenses.
• Maintained exceptional guest satisfaction scores above 95%.
• Cultivated a 20% increase in the team's local knowledge and expertise.
• Improved transportation coordination by 25% for seamless guest experiences.
• Established real-time information systems, boosting guest engagement by 30%.
• Created revenue-generating partnerships, leading to a 10% increase in guest spending on hotel-affiliated services.
• Participate in comprehensive training programs across various hotel departments, including Front Office, Housekeeping, Food and Beverage, and Sales, to gain a holistic understanding of hotel operations.
• Collaborate with department managers and teams to learn and execute standard operating procedures, policies, and best practices in guest service, revenue generation, and cost control.
• Observe and engage in guest interactions to develop excellent customer service skills and the ability to anticipate and fulfill guest needs effectively.
• Assist in coordinating and executing special events, promotions, and operational projects to enhance guest experiences and drive revenue.
• Learn to manage and oversee daily hotel operations, including guest check-in/check-out, reservations, inventory management, and room allocations.
• Participate in team meetings, contribute fresh perspectives, and develop leadership skills under the mentorship of experienced managers.
• Regularly report progress, insights, and challenges to supervisors and actively seek feedback to foster personal and professional growth.
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