Manager Quality Assurance
Resume:
Wim Puttemans
Email: *********@********.***
Address: **** ******** *****
City: Austin
State: TX
Zip: 78745
Country: USA
Phone: 504-***-****
Skill Level: Director
Salary Range: 60
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Wim Puttemans
4905 Majestic Drive, Austin TX 78745
*********@********.***
Objective
To apply my professional experience and leadership skills into one of the following positions: Hotel Manager, Director of Rooms, Director of Operations, General Manager, Assistant General Manager, Director of Front Office.
Summary of Qualifications
-Bachelor`s degree in Hotel Management.
-3.5 years of Assistant General Manager Experience in 180 rooms, full service -hotel.
-5 years of managerial leadership operations role in upscale 1616 rooms New Orleans Downtown hotel property.
-11 years of managerial leadership operations role.
-14 years in New Orleans Hotel Operations with complete understanding of the market.
-18 years in Hotel Operations.
-Excellent communication and leadership skills with proven ability to analyze, plan, manage and motivate.
-Passionate about commitment to excellence in guest services with quick resolution of challenges.
-Ability to work well with diverse multi-lingual staff and guests.
-Fluent in English, French, Dutch and German. In the process of learning Spanish.
-Available to work as required by fluctuating business demands.
-Accustomed to working in fast-paced environments with the ability to think quickly and successfully provide superior customer service.
Professional Experience
Holiday Inn New Orleans Westbank Gretna, LA
Assistant General Manager February 2009 - Present
-Oversee hotel operations for all areas with strong emphasis for Front Office, Housekeeping and Maintenance departments with staff of 40 employees.
-Increase overall productivity at the hotel by recruiting, hiring, training, coaching, counseling, and disciplining managers; communicate values, vision, strategies, and objectives; define accountability; plan, monitor, and appraise job results; develop incentives; develop a climate of empowerment for offering information and opinions; provide educational opportunities.
-Assist GM with hotel financials: budgets, forecasts, department checkbooks, P&L statements and flow through goals.
-Implement policies and strategies for all departments.
-Attend weekly Revenue Maximization meetings.
-Key role in generating the hotel`s RevPar Index to an average of 170 within 3 years after opening.
-Heartbeat/Guestview scores consistently in the top 5% - 10% in North America.
-Maintain employee satisfaction at 90% for all 3 years.
-Priority Club: consistently meet all quarterly requirements.
-Attend monthly owners` meetings.
-Attend and/or host weekly staff meetings.
-Understand, contribute and proactively work towards achieving the General Manager`s and hotel`s strategies for providing exceptional service in the hotel.
-Balance Opera/Holidex room inventory on a daily basis.
-Successful completion of Quality Assurance inspections.
Hilton Garden Inn Convention Center New Orleans, LA
Director of Front Office Operations February 2006 - February 2009
-Responsible for interviewing and hiring of PBX operators, front desk agents, night auditors and bellmen.
-Trained all new hires in On-Q PMS system.
-Scheduled staff.
-Handled Guest Assistance files.
-Communicated guest comments with staff and other departments to provide constructive feedback and/or positive reinforcement.
-Motivated and counseled staff at appropriate times.
-Analyzed Service and Loyalty Tracking and Quality Assurance scores.
-Organized staff meetings with a prepared agenda.
-Oversaw entire room inventory. Anticipated sell outs.
-Monitored room discrepancies, out of order rooms and room blocks.
-Attended managers and room revenue meetings.
Hilton New Orleans Riverside New Orleans, LA
Front Office Training Manager March 2004 - February 2006
-Accountable for hiring and full training of Guest Service Agents resulting in a strong guest service team.
-On Q training for line staff and management of other departments: Reservations, Guest Services, PBX, Security.
-Monitor progress and counseling of Front Office employees.
-Performed Hot topic training.
-Significantly reduced Front Office GSA turnover due to self-created, innovative hands-on training program.
Hilton New Orleans New Orleans, LA
Assistant Front Office Manager April 2001 - March 2004
-Promote and maintain team morale.
-Met 85% of 2005 SALT score goals.
-Facilitated employee meetings.
-Opened lines of communication between management and GSA`s.
Hilton New Orleans Riverside New Orleans, LA
Front Office Supervisor July 1999 - April 2001
Hilton New Orleans Riverside New Orleans, LA
Guest Service Agent October 1998 - July 1999
Brussels, Belgium
Front Office Management Traineeships 1997 - 1998
Sheraton & Towers
Intercontinental
Ibis (Accor Group)
Education
Erasmus University Brussels, Belgium
Bachelor in Hotel Management 1995 -1998
Computer Skills
Opera PMS, Holidex, Perform, Merlin, On-Q PMS, Hillstar, Microsoft Office
Language Skills
Dutch: native language.
English, French and German: fluent in both speaking and writing.
Spanish: currently learning
Career Achievements
Hilton Pride Award nominee in 08/2001 & 11/2004 and Hilton Pride Award winner in 02/2003.
In May 2005 performed staff training and assisted management with the daily Front Office operations at the Hilton Anchorage, Alaska. Training resulted in enhanced services and increased revenues.
Successful opening of renovated Holiday Inn New Orleans Westbank property in 2009 according to new Holiday Inn brand standards.
Guest Experience Champion certified in 2009.
Manager of the 1st Quarter 2010.
Continuing Education Workshops: FOOT, Perform with Price Optimization, Holidex Plus, Creating the Employee Experience, Supervisory Skill Builders, Hurricane Workshops, Town Hall Meetings.
References
Dustin Floyd: General Manager - Holiday Inn New Orleans Westbank (April 2011 - present).
Lee Cuicchi: General Manager - Holiday Inn New Orleans Westbank (February 2009 - April 2011).
Miro Lago:General Manager -Hilton Garden Inn Conv. Center New Orleans (Feb 2006- Feb 2009).
Contact info is available upon request.
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