Orlando

As Hotel Manager, I directly reported to the Group Managing Director, overseeing all operational departments and guest services to ensure excellence in service delivery, operational efficiency, and revenue growth. With a proactive leadership approach, I drove continuous improvement initiatives, focusing on cost optimization, quality enhancement, and team engagement to elevate the guest experience and brand positioning.
Key Achievements:
♦ Elevated Hotel Ranking & Recognition
• Secured a spot in “The 101 Best Hotels: Switzerland, Austria, South Tyrol, and Germany 2024” (Honored Category).
• Recognized among Switzerland's 125 Best Hotels 2023/24 – Ranked 19th in the Holiday Hotels category (Karl Wild Hotel Rating).
• Achieved 9.3/10 rating in the Swiss Location Award, positioning Villars Palace as an outstanding conference venue.
♦ Operational Excellence & Quality Standards
• Improved Leading Quality Assurance (LQA) audit score to 87.5%, ensuring compliance with Leading Hotels of the World (LHW) membership standards.
• Implemented cost-control measures and operational efficiency strategies, enhancing service delivery while maintaining financial sustainability.
♦ Guest Experience & Service Innovation
• Strengthened guest engagement strategies, resulting in high satisfaction levels and repeat business.
• Introduced process enhancements to streamline operations and optimize resource allocation.

As Director of Operations, I successfully led the winter season opening of two distinct hotel properties, ensuring smooth operations, service excellence, and financial sustainability. I managed a combined total of 214 rooms, three restaurants, and multiple conference facilities, overseeing a diverse team of 64 employees. My leadership focused on efficiency, guest satisfaction, and revenue optimization in a competitive market.
Key Achievements:
♦ Successful Winter Season Opening & Operational Readiness
• Led the full-scale reopening of a 4-star hotel (157 rooms, 2 restaurants, 2 conference rooms) and a 3-star hotel (57 rooms, 1 restaurant), ensuring readiness for peak season.
• Recruited, trained, and structured a high-performing team of 64 staff members to deliver seamless operations.
♦ Operational Excellence & Cost Optimization
• Streamlined operating procedures and resource allocation, maintaining high service standards while optimizing costs.
• Implemented process improvements to enhance efficiency across F&B, housekeeping, and guest services.
♦ Guest Experience & Service Quality
• Established guest-centric service enhancements, improving satisfaction levels and positioning both properties for stronger market performance.
• Ensured high-quality standards through staff training and performance-driven management.

As Hotel Manager, I successfully led the repositioning of Relais Castello di Morcote as a Boutique & Design Hotel, navigating operational challenges amid the pandemic crisis. My leadership focused on strategic revenue growth, service excellence, and brand enhancement, transforming the hotel into a sought-after destination for luxury stays and high-profile events.
Key Achievements:
♦ Market Repositioning & Business Growth
• Developed and executed branding and market positioning strategies, elevating the hotel’s presence in the Swiss luxury hospitality sector.
• Spearheaded the growth of the Events & Weddings segment, accommodating up to 150 guests, reinforcing the hotel's reputation as a premier event venue.
♦ Revenue & Profitability Optimization
• Achieved +47.4% to +56.5% total revenue growth in 2021 through effective yield management and strategic pricing.
• Increased room rental revenue by 43.6% to 60.1% and RevPAR by 43.6% to 60.7%, leveraging dynamic rate strategies and demand-driven pricing.
• Implemented cost control measures, resulting in an operating profit increase of 159.8% over budget (2021) and 262.3% over 2020.
♦ Industry Recognition & Awards
• Ranked among the 15 best "Trouvaillen" of the year (Karl Wild Hotel Rating Switzerland - Switzerland's 100 Best Hotels 2020/21).
• Awarded Swiss Location Award (Rating: 9.2) as an outstanding wedding venue.
♦ Operational Excellence & Service Enhancement
• Upgraded hotel operations to align with international luxury hospitality standards, enhancing guest experience and service consistency.
• Strengthened staff training and operational procedures, improving team performance and customer satisfaction.

As Property Manager & Consultant, I managed a portfolio of over 20 industrial and residential rental properties, overseeing financial operations, lease management, and asset maintenance. I specialized in revenue optimization, cost control, and property performance analysis, ensuring financial sustainability and operational efficiency.
Key Achievements:
♦ Financial & Revenue Management
• Conducted financial evaluations and on-site audits, providing in-depth administrative and operational analysis to optimize asset performance.
• Developed market analysis and competitor benchmarking to refine pricing strategies and revenue forecasting for hospitality and real estate properties.
♦ Operational Efficiency & Asset Management
• Led tenant selection, lease structuring, and contract negotiations, ensuring full compliance with legal and financial frameworks.
• Oversaw insurance, tax accounting, and budget forecasting, implementing strategies to maintain profitable and cost-effective property operations.
• Managed utilities, maintenance, and major renovations, ensuring timely execution within budget constraints.
♦ Risk Management & Crisis Response
• Successfully recovered outstanding rental fees through structured administrative procedures and public auctions, mitigating financial losses.
• Provided crisis management consulting during the pandemic, developing contingency plans and operational solutions for property owners.
♦ Hotel Quality Audits & SOP Development
• Conducted hotel quality audits for service and product compliance, adapting and modifying Standard Operating Procedures (SOPs) to enhance guest experience and operational consistency.
• Designed and delivered custom training programs for new hires, improving workforce efficiency and service standards.

As General Manager of a 379-room luxury resort, including a spa, four restaurants, five bars, and extensive conference facilities, I led all financial, operational, and strategic aspects of the hotel. I implemented innovative revenue strategies, guest-centric service enhancements, and operational efficiency initiatives, ensuring sustained business growth and high-quality standards.
Key Achievements:
♦ Financial & Revenue Optimization
• Increased overall revenue by 27.9% YoY (2016) through dynamic pricing strategies and demand-driven promotions.
• Improved RevPAR by 32.9% YoY and achieved GOP growth of 54.7% through cost control and revenue maximization strategies.
• Reduced payroll costs by 10.5% and operational expenses by 16.6%, optimizing FTEs and restructuring departmental budgets.
♦ Service Excellence & Quality Assurance
• Enhanced hotel quality ratings, achieving a 90.4% score in Leading Quality Assurance audits (vs. 73.3% in 2012).
• Implemented service training programs and SOP refinements, increasing guest satisfaction and compliance with luxury hospitality standards.
♦ Talent Development & Employee Retention
• Managed a team of 280 to 500 employees, improving engagement through data-driven staff surveys and performance-based incentives.

As General Manager, I successfully led the strategic and operational management of Bulgaria’s premier mountain resort, overseeing a 159-room luxury property with 37 suites, a spa, three restaurants, three conference rooms, and a team fluctuating between 100 and 210 employees. My leadership focused on business expansion, cost optimization, guest satisfaction, and team development, positioning the hotel among the top-performing Kempinski properties worldwide.
Key Achievements:
♦ Revenue Growth & Business Expansion
• Increased hotel occupancy by 12% in 2012, enhancing market positioning and boosting long-term guest retention.
• Increased profitability by 13.8% YoY, driven by targeted revenue management strategies and enhanced guest services.
• Expanded GOP by 39.8% vs. Budget and 71.5% vs. 2011, through cost-efficient operational strategies and high-impact sales initiatives.
♦ Catering & Large-Scale Event Execution
• Successfully organized and executed catering services for the Men’s and Women’s Ski World Cup, providing VIP hospitality for 500 distinguished guests in a luxury tented venue.
♦ Quality Assurance & Industry Recognition
• Achieved an LQA (Leading Quality Assurance) score of 94.8% in 2012, ranking 2nd out of 414 hotels in the competitive set and 9th among 1,531 international luxury properties.
• Awarded "Bulgaria's Leading Resort" & "Bulgaria's Leading Spa Resort" in 2012 by the World Travel Awards, solidifying the hotel’s reputation as the country’s top luxury destination.
♦ Operational Efficiency & Cost Optimization
• Implemented cost-reduction initiatives while enhancing service quality, guest satisfaction, and operational efficiency.
♦ Luxury Guest Experience & VIP Engagement
• Strengthened relationships with high-profile guests and corporate partners, driving long-term business growth and brand loyalty.

As General Manager, I managed a luxury hotel with 253 rooms, 55 serviced apartments, and diverse F&B outlets, leading a team of 400 employees. I oversaw pre-opening operations for the second phase, ensuring seamless integration, high service standards, and financial sustainability.
Key Achievements:
♦ Strategic Development & Expansion
• Spearheaded the pre-opening of the second hotel phase, optimizing service delivery and team onboarding.
• Developed and executed sales and marketing strategies, strengthening the hotel’s market positioning.
♦ F&B Innovation & Guest Experience
• Designed and launched new restaurant concepts, menus, and wine lists, elevating F&B service quality and profitability.
♦ Budgeting & Procurement Efficiency
• Aligned procurement processes with local environmental regulations, optimizing cost structures while maintaining luxury standards.
♦ Talent Acquisition & Development
• Led the recruitment and training of key executive roles, ensuring a high-performance leadership team.

Appointed as General Manager in a post-conflict environment following the war between Chad and Sudan, I took immediate action to stabilize hotel operations, rebuild the workforce, and secure key contracts, ensuring the hotel's long-term financial sustainability.
Key Achievements:
♦ Crisis Management & Workforce Stabilization
• Successfully recruited and rehired key personnel after significant staff displacement due to the conflict.
• Restored hotel operations within weeks, ensuring continuity of service and guest safety.
♦ Government & International Contract Negotiation
• Negotiated and secured a two-year contract with MINURCAT (United Nations Mission in the Central African Republic and Chad), ensuring long-term revenue stability and positioning the hotel as a strategic partner for international organizations.
♦ Large-Scale Event Execution in Extreme Conditions
• Organized a VIP banquet for 1,000 guests, including 1,000 dignitaries and government officials, within 48 hours with limited resources and personnel.
• Successfully coordinated logistics, catering, and security, demonstrating agility, crisis leadership, and operational excellence under pressure.
♦ Operational Optimization & Financial Performance
• Implemented emergency SOPs and cost-control measures, ensuring service quality while maintaining financial viability.
• Strengthened guest experience initiatives, restoring confidence in the hotel as a premier hospitality destination in Chad.

Appointed as General Manager in a highly challenging financial and operational context, I was responsible for stabilizing and optimizing hotel operations while managing the transition between ownership groups. Despite limited resources, I maintained high service standards and positioned the hotel as a leading business destination in Bamako. I led financial restructuring, contract renegotiations, and brand management, ensuring a successful de-flagging process from Kempinski while securing the hotel’s long-term viability.
Key Achievements:
♦ Excellence in Service Delivery with Limited Resources
• Ensured four-star service at a five-star level, delivering exceptional guest experiences despite operational and financial constraints.
• Trained and motivated the 100-member staff, reinforcing service quality, guest engagement, and operational efficiency.
• Maintained high occupancy rates through targeted marketing and corporate partnerships, securing key accounts in business and diplomatic sectors.
♦ Financial Restructuring & Ownership Transition
• Navigated a financially distressed ownership, ensuring smooth operations despite the imminent bankruptcy of the proprietors.
• Successfully negotiated and facilitated the transition to a new ownership group, preserving business continuity and protecting employee livelihoods.
• Managed the de-flagging process from Kempinski, ensuring a structured exit while safeguarding the hotel's reputation and operational stability.
♦ Contract Management & Financial Recovery
• Closed outstanding financial obligations, including settling years of unpaid brand fees and supplier debts, bringing all accounts to balance before the transition.
• Maintained smooth hotel operations despite financial uncertainty, ensuring that guest experience remained uncompromised.
• Led final financial audits and handover procedures, ensuring a transparent and structured transition to the new ownership.

As Executive Assistant Manager, I played a pivotal role in the pre-opening phase of this luxury beachfront property, ensuring a seamless transition from construction to operational excellence. I was responsible for quality control during the final construction phase, managing the snag list process, and ensuring that all areas met Kempinski’s five-star standards before launch. Additionally, I led recruitment, selection, and training programs across multiple departments, establishing a high-performance team capable of delivering world-class hospitality.
Key Achievements:
♦ Construction Quality Control & Snag List Management
• Conducted rigorous inspections of all hotel areas to ensure compliance with luxury hospitality standards before opening.
• Managed the snag list resolution, collaborating with architects, contractors, and suppliers to rectify construction defects and finalize interiors.
• Ensured that rooms, public areas, and F&B outlets met high aesthetic and functional standards, guaranteeing a seamless guest experience from day one.
♦ Recruitment & Talent Development
• Organized and led the recruitment of 250 employees, ensuring a balanced mix of local and international talent to support Kempinski’s brand vision.
• Designed and implemented departmental training programs, aligning service delivery with Kempinski’s five-star quality benchmarks.
• Established SOPs (Standard Operating Procedures) for all key departments, ensuring consistency in service and operational efficiency.
♦ Pre-Opening Strategy & Operational Readiness
• Developed guest service protocols and conducted trial runs to fine-tune operations before opening, ensuring a flawless launch experience.
• Oversaw the implementation of luxury guest experience standards, setting the foundation for high LQA (Leading Quality Assurance) scores.

Pre-Opening Hotel 482 rooms (incl. 1 presidential, 14 deluxe suites & 30 suites), 4 restaurants, 3 bars , 6 conference rooms up to 800 guests - 450 employees

Temporary Assignment 77 villas & 56 rooms, 3 restaurants, 2 bars, 150 employees

526 rooms (incl. 6 presidential and diplomatic suites, 30 salon and junior suites), 7 restaurants, 3 bars and 13 conference rooms up to 1'000 guests - 1'200 employees

364 rooms (including 9 junior suites), 2 restaurants, 1 bar and 13 conference rooms up to 700 guests

447 rooms (including 18 suites), 2 restaurants, 1 café lounge, 1 bar, 15 conference rooms up to 800 guests

104 rooms, 2 Restaurants and 2 Bars and meeting facilities for 100 guests

211 rooms including suites, 2 restaurants, 1 bar , 10 function rooms