Please give us some details about the role you want to fill and let us know why you think our client might be the perfect candidate for you.
What happens next?
Our Job Search Specialist Mark Beltran will facilitate the next steps:
Mark will let our client know that you have shown an interest in their professional skills.
You will receive a full job application from our client and might want to offer them a formal job interview if you see the right potential in this candidate.
If you decide that you would like to offer the role to our client, we will help to make the next steps as smooth as possible.
You will be supported by our Licensed Immigration Advisers, who will take care of all visa related aspects of the process of offering our client a job.
Offering a job to our client will be straight forward.
Accomplished professional with exceptional people and systems management skills and thorough knowledge of hospitality operations. 10+ years’ experience in exemplary customer service and leading teams, and proven record of driving year-over-year improvements in guest satisfaction scores.Thrive in high-volume environments and enjoy developing employees committed to curating five star experiences for guests. Strong work ethic leading to repeated promotions into areas of greater responsibility. Self-directed and unflappable with ability to build and retain a team while maintaining a sense of fun and purpose.
Channel Manager May 2021 - Present
• Create and sustain new sales, establish and keep a good working relationships with resellers, and deal with channel programs
• Oversee all account portfolios including wholesale, retail and online channels
• Provide direction to third party marketing agency for digital marketing, advertising spend, campaign launches and SEO optimization
• Hands-on responsibility for brand education, and visual merchandising standards, product fulfilment, program deployment, & distribution growth initiatives at channel level
Key Achievements
• Proactively assessed clarified, and validated partners to ensure mutual success and secured 4 additional channels and maintained channel segmentation and key persona analysis for each segment
• Organized and executed campaign showcasing Hawaiian culture and natural and ethical sourced products, and raising over $10k in charitable donations benefiting 12 local charities
• Created plans for growing market share and communicating channel activities
• Supported new product launch efforts and drove commercialization process including marketing collateral, communication strategy, training tools and related activities.
• Drove strategy and growth within the assigned target customer base
Director of GuestServices and Concierge Jan - April 2021
Chief Concierge June 2012 - Dec 2020
Lobby Concierge May 2011 - June 2012
• Promoted to manage resort’sGuest Services, Lobby Concierge and Club Concierge operations
• Oversee the complete guest experience from pre arrival itinerary creation, greeting and property orientation and crafting unique experiences.
• Led a team of 70+colleagues to provide an elevated guest experience
Key Achievements
• Led both departments to attain the highest guest satisfaction scores in the hotel ending 2019 as the top two rated areas, consistently achieving scores of 92% and higher since 2012
• Served on theCorporate Four Seasons Concierge Council, tasked with planning, beta testing, and piloting Salesforce customizations that were implemented across all 100+hotels. Previously the company used 9 different platforms
• Arranged vendor negotiations resulting in annual sales of guest experiences, of which the hotel receives 28%.
• Negotiated the contracts and commission structures to maximise hotel revenue
• Created “Unforgettable Experiences”, a collection of activities arranged exclusively for Four Seasons guests, negotiating exclusivity agreements with the vendors involved
• Increased activity sales by 10% year-over-year from 2012 to 2020 and increased the guest engagement scores for arrival and departure transportation to 90% by independently coaching drivers and chauffeurs on the luxury service expected by Four Seasons guests
• Achieved the highest employee engagement survey scores in the resort in 2014, and again in 2017
• Worked on the pre-opening task force for the Four Seasons Resort, training staff, establishing property standard operating procedures, guest collateral, hiring, curating guest experiences, and negotiating contracts with activity vendors
• Appointed to “Core Leadership Team” serving as an advisory board/junior executive team to support the Resort’s Planning Committee
• Attended annual LesClefs d’Or congresses around the world, then prepared and shared relevant industry information and best practices with Four Seasons colleagues at on-site summits
• Invited 3 times to be a guest speaker at the University of Hawaii’s Maui CampusHospitality Management courses
• Leading resorts Guest Services, Lobby Concierge and Club Concierge operations responsible for leading a team of 70+ colleagues to provide an elevated guest experience
• Increased guest satisfaction scores for arrival and departure through coaching and mentoring
Chief Concierge May 2008 - May 2011
Assistant Front Office Manager 2007 - 2008
Night Supervisor 2006 - 2007
Key Achievements
• Increased JD Powers scores for concierge services by 12% by restructuring the department, creating a back- office space for administration, enabling employees to give full attention to guests
Expanded and improved daily cultural activities by identifying and hiring professional cultural practitioners to provide optimal guest experiences
• Participated in the job training in all aspects of tourism management since starting in 2006 as a school leaver
• Publications:
https://www.mauimagazine.net/concierge-confidential/
https://www.hotelexecutive.com/business_review/3755/what-makes-a-concierge-department-great
• Membership:
Professional member of Les Clefs d’or USA, https://www.lcdusa.org
Membership in this premier organization marks the highest level of achievement for a concierge
and has included members-only attendance at congresses in Las Vegas, Chicago, Cabo San Lucas, Washington, D.C, Seoul, and Cannes.
• Participation in Day of Hope annual fundraising activities to help families affected by cancer
• Enjoy reading books, especially from queer authors
• Love spending time at the beach and playing tennis travel
• Experiencing different cultures and foods and visiting museums and art galleries when abroad
• Practice Yoga to keep fit and relaxed
• Salesforce: Helped createConcierge specific software for 120 properties within the Four Seasons brand
• Leadership: lead employees with an altruistic mindset to ensure the success of the team
• Training: train new colleagues and take an active role during their onboarding process in orientation.
• Revenue Generation: negotiate business deals which benefited all parties involved
• Empathy: intuitively see the world through others’ eyes and share their perspectives
• Problem Solving: enjoy analysing symptoms, identifying what is wrong and finding solutions
• Communication:promote open, honest and transparent communication and effectively use humour and laughter to connect, lower walls and build camaraderie
• Salesforce
• Activity Link Networks
• Proprietary Guest Activity Management Systems
• Opera
• Workday
• MS suite including intermediate Excel, Word and PowerPoint
• Shopify and Amazon partner programs
