Supported hotel management, management company and hotel owners in developing, implementing and sustaining measurable programs to assist in meeting Revenue, Loyalty, Service, and Brand goals.
Provided operational, guest service, cultural, marketing, quality, and sales expertise guidance, utilizing brand and Hilton Worldwide resources.
Collaborated with internal brand leaders and Hilton Worldwide departments such as, Sales, Brand and Customer Marketing Revenue Management, eCommerce, Regional Marketing teams, Training, Quality Assurance, Design and Construction.
Conducted one-on-one consultations with hotels which, included in-depth preparation and analysis, follow-up sessions to monitor progress and refine direction based on results achieved.
Facilitated Brand workshops, General Manager and Director of Sales orientations and delivered educational webinars on topics related to the use of Hilton Worldwide's systems and programs.
GENERAL MANAGER October 2008 to January 2012City, State
Upper upscale, 320 Room, (380 units) contemporary and iconic hotel /condominium.
annualized sales, 24000 sq.ft.
fine-dining restaurant, 5000 sq.ft.
First Conrad Hotel in the USA for Hilton Worldwide.
Managed hotel during economic downturn in mid-2000's making hotel profitable for first time.
Increased NOI by over 800% over 4 years through restructuring business model.
Created new revenue streams by using brand and enterprise resources.
Developed an engaged team to move revenues 50% and guest satisfaction 15%.
HOTEL MANAGER July 2005 to October 2008Company Name － City, State
Upper upscale 535 Room, 'Grand Dame' property in center of Chicago.
meeting space, 5 restaurants, 3 bars, 650 union employees.
Managed and coordinated full 535 room and meeting space renovation.
Accountable for all operational departments including overall guest satisfaction.
Increased F&B profitability form 8% to 35%.
MANAGER FOOD May 2003 to July 2005Company Name － City
Reporting to the Vice President Food and Beverage, responsible for liaising with 75 hotels and restaurants in relation to all strategic food and beverage projects.
Focus on increasing margins and profitability without compromising quality, Menu planning and menu engineering.
Developing strategies to enhance brand wide offerings.
Implemented nationwide in-room dining, bar and lounge menus.
Reduced global food cost by 2%.
GENERAL MANAGER (OPENING) Conrad Fort Lauderdale Beach, Fort Lauderdale, FL.
EXECUTIVE ASSISTANT MANAGER September 2000 to May 2003
i/c Food & Beverage, Hilton Glasgow.
5 Star, 5 Diamond hotel, 330 room, Urban hotel.
annualized sales, 30000 sq.ft.
meeting space, 3 restaurants.
Highest Ranked European Hilton branded hotel for customer satisfaction.
Hilton 'Owner Relations Award' 2011.
Conrad Hotels and Resorts General Manager of the Year 2011.
Hilton Americas Luxury Hotel of the Year 2010 and 2012.
Most Improved Profitability - Hilton Luxury Hotels 2010, 2011 and 2012.
Increased EBITDA 100% in 3 consecutive years.
Most Improved Market Share - Hilton Luxury Hotels 2010 and 2012 Over two half years improved, RevPar (STR), from 84 to 98 against a competitive set including, Mandarin Oriental and Four Seasons.
Moved share to 109 over 4-year period.
Most Improved Customer Satisfaction - Hilton Luxury Hotels 2010.
Increased Customer Satisfaction 10 percent in 2010 according to Hilton benchmark, Ranked no 4 of 25 worldwide within Conrad Hotels and Resorts (previously ranked 15/25).
Ranked no 1 within Hilton Luxury Brands for Team Member engagement and satisfaction 2010 and 2011 Implemented ISO 9000 QA process.
BA : Hotel and Hospitality ManagementSouthampton UniversityHotel and Hospitality Management
Cornell UniversityCourses, including modules on Control of Hotel Real Estate, Financial Analysis of Hotel Investment, Valuing Hotel Investment, Asset Management Planning and Developing an Asset Management Strategy, The Coaching Mindset, Creating Service Cultures, Competitive Advantage and Profit. Institute of Management Development (IMD), Lausanne Switzerland - Orchestrating Winning Performance. Dubai Academy of Hospitality Management, (in association with Lausanne Hotel School), Dubai, UAE - Advanced Kitchen Management Program. Ritz-Carlton Service Excellence Symposium. Honorary Member of the Academy of Food and Wine Service. Academie du Champagne du France 2003. Chaine des Rotisseurs Maitre de Table Hotelier, Chicago / Miami Chapters Member Greater Miami Chamber of Commerce. ?Executive Orientation Committee 2011. Member Fort Lauderdale Chamber of Commerce. Member FRLA Fort Lauderdale Chapter. Member Greater Miami and Beaches Hotel Association.
Asset Management, budgets, Business operations, c, Coaching, Competitive, Customer Satisfaction, Design and Construction, direction, e-commerce, eCommerce, Financial Analysis, Focus, GENERAL MANAGER, ISO 9000, Team building, leadership, Director, Management Development, Mandarin, marketing plan, marketing, Market, 2000, 98, enterprise, OS, procurement, Profit, progress, Public relations, quality, quality improvement, QA, Quality Assurance, Real Estate, renovation, Reporting, Sales, staffing, Strategy, strategic, Symposium, workshops
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