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Radisson Hotel GroupFront Office Manager | Guest Experience | Hospitality & Service Excellence
Apr. 2024Antananarivo, Analamanga, MadagascarMy responsabilities (among others): Ensure the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level, ensuring both property and company standards are attained and adhered to - Work proactively to maximize guest satisfaction and comfort, delivering a positive and responsive approach to enquiries and problem resolution - Develop and implement strategies where key front office metrics are identified, communicated and delivered where reports and tracking tools are effectively maintained in line with defined initiatives & targets - Effectively manages the life cycle of the team within the department, fostering a culture of growth, development and performance whilst reflecting promoting the company culture and values. - Prepare and is responsible for the departmental budget, ensuring that costs and departmental inventory is controlled and that target productivity and performance levels are attained - Effectively manages the life cycle of the team within the department, fostering a culture of growth, development and performance whilst reflecting promoting the company culture and values.
PICK'N EAT - KFC MADAGASCARResponsable des opérations
Sep. 2022 - Apr. 2024Antananarivo, MadagascarI am responsible for the optimal performance of KFC restaurants in Madagascar. This includes overall accountability for Financial, Customer, Sales and People targets as outlined in the balance scorecard. Drive the overall accountability through effective talent management and people capability strategies. My key responsabilities: - Deliver Market Plan and Budget designed to meet company's Annual Operating Plan targets. Specifically recommend sales and growth targets by Area and Unit. Manage approved Plan and Budget - Develop and implement action plans to ensure continued progress in all elements of People Development, Restaurant Excellence and Sales & Profit Growth, as well as Innovation and Continuous Improvement - Evaluate performance of designated Field Management and Restaurant Management against established Balanced Scorecard targets (people, customer, sales, profit). Oversee implementation of corrective action activities - Implement company programmes and communicate company strategies and objectives clearly and effectively to field personnel in line with programs developed by Finance, Human Resources, Marketing, Development, etc. - Ensure that company assets, facilities and equipment are managed efficiently, maintained properly and operated cost effectively - Lead, motivate and oversee designated Training & Development Plans in conjunction with the Human Resources Department in order to achieve objectives, maintain appropriate staffing levels and to provide candidates for succession, progression and growth
PICK'N EAT - KFC MADAGASCARArea Coach
Sep. 2022 - Apr. 2024АнтананаривуI am responsible for the optimal performance of KFC restaurants in Madagascar. This includes overall accountability for Financial, Customer, Sales and People targets as outlined in the balance scorecard. Drive the overall accountability through effective talent management and people capability strategies. My key responsabilities: - Deliver Market Plan and Budget designed to meet company's Annual Operating Plan targets. Specifically recommend sales and growth targets by Area and Unit. Manage approved Plan and Budget - Develop and implement action plans to ensure continued progress in all elements of People Development, Restaurant Excellence and Sales & Profit Growth, as well as Innovation and Continuous Improvement - Evaluate performance of designated Field Management and Restaurant Management against established Balanced Scorecard targets (people, customer, sales, profit). Oversee implementation of corrective action activities - Implement company programmes and communicate company strategies and objectives clearly and effectively to field personnel in line with programs developed by Finance, Human Resources, Marketing, Development, etc. - Ensure that company assets, facilities and equipment are managed efficiently, maintained properly and operated cost effectively - Lead, motivate and oversee designated Training & Development Plans in conjunction with the Human Resources Department in order to achieve objectives, maintain appropriate staffing levels and to provide candidates for succession, progression and growth
BURUNDI PALACE HOTELHotel Project Manager
May. 2021 - Dec. 2022Bujumbura, Bujumbura Mairie, BurundiStart-up Hotel in the downtown of Bujumbura. Upstream setup: - financial business plan - marketing plan - manpower plan - hotel procedures - construction monitoring with the site manager
Café du MuséeConsultant hôtelier
Oct. 2018 - Jan. 2023Antananarivo
Café du MuséeAssociate & co-founder
Feb. 2018Antananarivo
BORA FLYDirector
Jan. 2016 - Sep. 2019AntananarivoTravel agency / operator which is specialized on private charter sales in Madagascar * Creation of the company * In charge of all sales : direct sales, operator, packages (flight + accommodation) * In charge of operations * In charge of communication and marketing
Café de la GareDeputy General Manager
Jan. 2016 - Jan. 2018AntananarivoAttached to the General Manager, in charge of: - operations - sales, marketing and communication - development of activities - administrative and financial management
BORA FLYChief Operating Officer
May. 2015 - May. 2018Antananarivo
Princesse Bora Lodge & SpaDirector
Sep. 2011 - Dec. 2015Sainte Marie - Madagascar* Responsible for the general operations of Rooms Division (Front Office, Reservations, Housekeeping, Excursions) * Responsible for sales: TO contracts, online bookings, direct bookings * Ensure correct staffing levels during peak and low occupancies * Ensure control of expenditure is kept within budget * Responsible for the maximisation of room revenue & profit through commercial rooms management (commercial strategy & yield management) * Responsible for all OTAs contracts: Expedia, Agoda, HRS, Splendia, Reconline, GDS ACHIEVEMENT: • Creation of the new booking central, Cocobay Resort including: ° new website booking engine, allowing guests pay online ° new payment gateway for online travel agencies and website • Upgrade of the manual booking system to an informatized one from December 2011 • Improve the hotel positioning for online booking through a Channel Manager
Princesse Bora Lodge & SpaManaging Director
Sep. 2011 - Apr. 2015Sainte Marie - Madagascar* Responsible for the general operations of Rooms Division (Front Office, Reservations, Housekeeping, Excursions) * Responsible for sales: TO contracts, online bookings, direct bookings * Ensure correct staffing levels during peak and low occupancies * Ensure control of expenditure is kept within budget * Responsible for the maximisation of room revenue & profit through commercial rooms management (commercial strategy & yield management) * Responsible for all OTAs contracts: Expedia, Agoda, HRS, Splendia, Reconline, GDS ACHIEVEMENT: • Creation of the new booking central, Cocobay Resort including: ° new website booking engine, allowing guests pay online ° new payment gateway for online travel agencies and website • Upgrade of the manual booking system to an informatized one from December 2011 • Improve the hotel positioning for online booking through a Channel Manager
Isalo Rock Lodge****Sales & Marketing Manager
May. 2010 - Sep. 2011Antananarivo - Madagascar- Responsible for the general operations of Front Office - Responsible for the maximisation of room revenue and profit through commercial rooms management (commercial strategy & yield management)
Carlton Hotel*****Front Office Manager
Feb. 2008 - Mar. 2010Antananarivo - Madagascar* Responsible for the general operation of Front Office i.e. Reception, Reservations * Ensure correct staffing levels during peak and low occupancies * Responsible for ensuring and maximising customer satisfaction within the department
Hôtel Le Plaza Brussels*****Assistant F&B Manager
Apr. 2007 - Oct. 2007Région de Bruxelles, Belgique- Administrative tasks - Service at breakfast, lunch, dinner and even banquet - Train the others trainees about welcoming guests
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