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Work Background
ANA InterContinental Tokyo / ANAインターコンチネンタルホテル東京Quality & Learning Manager
Apr. 2025Tokyo, JapanPromoted to a dual role, combining responsibilities of Quality & Continuous Improvement Manager with leadership of Learning & Development initiatives across the hotel. Continue to drive service excellence and brand alignment by overseeing both performance improvement strategies and learning programs. Key responsibilities include:
Leading hotel-wide training programs, including onboarding, service excellence, leadership development, and compliance.
Collaborating with department heads to design tailored training aligned with IHG brand standards and guest expectations.
Continuing to lead cross-functional quality improvement projects based on GSI, Guest Love, and LQA data.
Driving the implementation of brand culture, service training, and key differentiators to operationalize the IHG experience.
Providing strategic guidance to ExCom on performance metrics and guest satisfaction trends.
Supporting internal audits and frontline coaching to uphold brand and service standards.
ANA InterContinental Tokyo / ANAインターコンチネンタルホテル東京Quality & Continuous Improvement Manager
May. 2024 - Apr. 2025Tokyo, JapanPromoted to the role of Quality & Continuous Improvement Manager.
Managed quality assurance for over 700 rooms renovations, one Club Lounge and three F&B Outlets, ensuring they met IHG brand standards before release.
Analyzed GSI, Guest Love, and operational feedback to identify service gaps and develop action plans with Rooms, F&B and Facility Management teams.
Led cross-functional performance improvement projects focused on enhancing guest satisfaction and LQA audit results.
Delivered strategic insights to ExCom to inform decision-making and align with IHG Winning Metrics.
Introduced internal audit enhancements and frontline coaching sessions to reinforce service standards and performance goals.
Supported the strategic evolution of the brand by operationalizing the brand experience in line with IHG’s guiding principles. This included the implementation of Brand Culture, Brand Service training, and Brand Differentiators across the property.
ANA InterContinental Tokyo / ANAインターコンチネンタルホテル東京Project Manager, Quality & Continuous Improvement
Mar. 2024 - Apr. 2024Tokyo, Japan
FreelancerIndependent Content Creator / Travel & Culture
Oct. 2023Japan, Tokyo>Grew an Instagram account organically through consistent, high-quality content about Japanese culture and travel (Reached an audience of 14,000+ followers through organic growth)
>Partnered with tourism boards and brands to deliver authentic, strategic content for international audiences
>Owned the full content lifecycle, from idea and production to publishing and performance review
Cleveland Clinic Abu DhabiPatient Experience, Intelligence Manager
Sep. 2019 - Feb. 2023
Four Seasons Hotels and ResortsAssistant Housekeeping Manager
Oct. 2018 - Sep. 2019Dubai Jumeirah Road
Four Seasons Hotels and ResortsGuest Experience Manager
May. 2016 - Oct. 2018Dubai DIFC
Jumeirah Group / Jumeirah Hotels & ResortsGuest Services Manager - Burj Al Arab Hotel
Jan. 2014 - May. 2016Dubai
Jumeirah Group / Jumeirah Hotels & ResortsGuest Services/ Butlers Supervisor - Burj Al Arab Hotel
Dec. 2012 - Dec. 2013Dubai, UAE
Jumeirah Group / Jumeirah Hotels & ResortsExecutive Butler - Burj Al Arab Hotel
Apr. 2011 - Dec. 2012Dubai, UAE
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