Manager Service

DARREL CARTWRIGHT

Tel : +84-984*-*****

Email : ******.**********@*****.***

Skype: darrel.cartwright

D.O.B: June 15th, 1965

OBJEC T I VE

To further develop and expand my management and leadership skills, and to utilize my knowledge and

experience with a growth-oriented company

PROFILE

Motivated and dedicated hotel and property General Manager with over 15 years of management

experience with proven understanding of five star hotels /resorts and of Class A luxury high-rise towers

A commercially strategic, international Hotel Manager - with hands on approach to manage every aspect

of hotels and resorts, a real passion for perfection and in optimizing the business and operational efficiency

of high quality hotels – ensuring optimum productivity and profitability.

An intuitive communicator, driven and self motivated, able to recruit, lead and inspire multi-national

teams to achieve consistently high levels of guest satisfaction and comfort within challenging, intensely

competitive markets – resulting in an excellent reputation and profile.

Multilingual: English, Japanese and Vietnamese

E DUCATION

Masters Certificate in Hospitality Management- Cornell University

C ertificate in Hotel Revenue Management- Cornell University

C ertificate in Hospitality Management- Cornell University

Certificate in Hospitality Ma rketing- Cornell University

Bachelor of Science in Business M anagement-Hospitality MacArther University 1994

P ROFESSIONAL E XPERIENCE

General Manager

Loama Resort Maldives at Maamigili - RAA Atoll, Maldives, Indian Ocean April 2014-

to Current

A single perfect teardrop in an infinite ocean of life, Maamigili is a stunning natural tapestry of sun-kissed

l agoons, palm-fringed beaches and picture-perfect panoramas spread over 100 hectares of pristine coral reef

w ithin the Raa Atoll. And amidst this untainted paradise lies Loama Resort, a quietly pulsating heart of rustic

charm, idyllic beauty and exuberant culture that defines the Maldives.

Consisting of 55 over water villas, 50 beach villas, four F&B outlets, dive center and spa

• Responsible for all aspects of pre-opening, from manning, infrastructure, Setting up all aspects of BOH

& i mplementation of SOP’s to obtaining all licenses required to operate.

General Manager

D iani Reef Beach Resort & Spa, South Coast, Mombasa- Kenya, East Africa Oct 2012-

to Feb 2014

Part of the Preferred Group of Hotels

A five star resort is nestled in the pristine white sands of the South Kenyan coastline and overlooking the

t urquoise blue Indian

Ocean. Comprising of 143 guest rooms four F&B outlets, conference center, Spa, Casino & Movie Theater.

I n te rnal key liaisons: E xternal key liaisons:

- Chief Financial Officer -Local & public authorities

- President & C.E.O. -Main accounts

- Director of Operations -Guests

- Department heads

Key accountability

Responsible for achieving optimal guest satisfaction and a good working environment to attain all set objectives.

To achieve this, by running the hotel in accordance with the Standard Operating Procedures and Policies as set

out by the company.

I mplementation of optimal and attractive products and services required to address the hotel’s target groups,

based on pre-agreed marketing plans and budgets.

G uard the efficiency /productivity and the company results:

• Draw up plans and budget concepts (revenues, costs, etc.);

• Safeguard the realization, t racing and adjustment of deviations;

• Developing improvement actions, carry out costs savings;

• Guard/ controlling of cost price

• Delivering of data and proposals for the budgets and investments.

• Safeguard quality of operations (internal & external audits)

Manage the various Department Heads

• Coordinate planning of Department Heads and Assistant Managers with regard to time-tables, work

schedules, employment of employees within the different services; solving of bottle necks;

• Coordination of the execution of activities via instructions to the Heads of Departments/ Assistant

M anagers, supervision of the execution;

• Determination of the workforce, recruitment and hiring of new staff, supervision of sufficient

i ntroduction, execution of performance reviews and training of staff.

• Be accountable for responsibilities of department heads in their absence.

Implement the SOPs optimally in the hotel and act as a f lag ship establishment for the brand.

Prepare a monthly financial reporting.

Ensure an adequate administration, for the outgoing and incoming invoices, for the payment of invoices and for

d rawing up

periodical management data. Justify deviations and differences.

Resident Manager Post Opening & Hotel P re-Opening P roject Management

A t Hyatt Regency Resort & Spa Danang -Vietnam 2011-to Sept. 2012

Hyatt Regency Danang Resort and Spa offers its guests an idyllic oceanfront setting. W ith sweeping views of

t he East Sea and bordered by the iconic Marble Mountains, this exclusive beachfront resort and residential

complex, comprises a deluxe resort with 200 guestrooms, 174 well-appointed condominiums, 27 luxury three-

bedroom villas 4F&B outlets and conference centers.

Responsible for pre-opening project management including punching of rooms for hand over to Hyatt &

punching, controlling delivery of the FF&E

Responsible for all operations related to the 174 (1,2, & 3) bedrooms condominiums and all luxury villa’s

Worked to accomplish hotel’s goals, strategies, and objectives ensuring

q uality products and exempla ry guest service

Working closely with other department heads to ensure smooth communication and operational

efficiency within my organization

Key Achievements:

Punch listing and handover of all FF&E and rooms for 174 Condo’s and 27 Villas

Creating all the standard SOP’s for the residential management of all of the condo’s & villa’s at the

H yatt

General Manager-South East Asia

Hanoi Lake View Hotel & Serviced Residences –Hanoi Vietnam 2004-2011 March

Located in one of the most idyllic spots in Hanoi on the West Lake. Hanoi Lake View is considered to be one of

t he most up scale serviced residence in Vietnam. Consisting of 12 f loors mixed office, hotel and Service

Residences & having five ambassadors as permanent residents

Managed 150 employees and set general policy, develop and implement property management systems

Oversee public relations in relation to property management and liaise with various authorities, owners

and occupants

Provide initial and on-going operational cost estimations for the range of this fi rm's properties and

review and revise expenditure programs to ensure that maximum fiscal efficiency is maintained

Assist in design review of mechanical, electrical, and architectural features of this fi rm's existing and

f uture properties

Set and implement Building rules and regulations subject to Vietnam law for the range of this fi rm's

p roperties

Maintain high occupancy level through effective motivation, keeping informed of market conditions,

u nderstanding competitive pricing and utilizing appropriate marketing resources

Support marketing functions through recording of accurate data on prospects and new residents

Establish and achieve financial goals by effectively qualifying prospective residents and verifying

applications

Prepare lease documents and related paperwork, update records as necessary

Develop a motivated project team through effective personnel management

Coordinate maintenance of property with appropriate support to keep the project quality at HLV

standards

Promote positive, proactive resident relations by demonstrating a “fi rm, fair and consistent” manner in

a ll resident contacts, keeping in mind the political and social impact of their decisions

Key Achievements:

Took the property from a $17m2 to $29m2 and achieved 100% occupancy for 2.5 years consistently

During my tenure there I was able to achieve the highest revenue on record with a steady growth and at

t he same time reducing cost and increasing efficiency

General Manager

Takanawa Prince Hotel -Tokyo, Japan

2000-2004

Located right in the centre of the city’s business, government and diplomatic districts, this five-star hotel

consisting of 450 rooms and suites,5 F&B outlets, 3,275 sqm of conventions, exhibitions and special events space,

p roducing an average of 39,000 covers per month. Personnel: 453.

Worked to accomplish hotel’s goals, strategies, and objectives ensuring

q uality products and exempla ry guest service

Ma intained budgeta ry profit margins, prepare annual budget, submitted

q ua rterly plans and actions for operations

Maximized employee morale th rough leading by example in demonstrating

S potlight 5 behaviors and provided the tools, guidance, support and incentive

p rograms

Ensured exempla ry Service at the hotel at all divisional levels, oversaw

operations of the Hotel

Conducted comprehensive SWAT analysis to determine positive and

n egative gaps in service and market opportunities

Made reports and projected market t rends of property, gave presentations

t o owner and potential investors, etc.

Developed management and staff programs to increase guest satisfaction

Key Achievements:

Grew revenue by 40% and increase occupancy from 65% to 85% on average

2003 & 2004 awarded the best business hotel in Japan

Rooms Division Di rector ( Internal Promotion)

Washington Hotel -Tokyo, Japan 1997-2000

Rooms Division Director responsible for Executive Housekeeping, Security, Spa and Front Office.

M anaged the general operations of the Front Office e.g. Reception, Reservations, Concierge, Switchboard

and Night Manager.

Acting General Manager when General Manager was away from the property

F &B D i rector/Rooms Division Di rector

Washington Hotel -Tokyo, Japan 1994-1997

Held P&L responsibility for the F&B operation covering 4 restaurants, 6 bars and conference facilities.

Personnel: 200

Created and developed concepts and programs to increase cover counts and top line revenue

Worked to accomplish departmental goals, strategies, and objectives ensuring quality products and

exemplary guest service while maintaining budgetary profit margins

Ensured sufficient staffing of all restaurant areas, monitored training of management, food servers, bus

persons, hosts, etc.

Developed and updated policies and procedures for restaurant staff, to include safety and personal

hygiene and enforces the standards of appearance, grooming, and image guidelines of restaurant personnel

Reviewed all guest service evaluations and other feedback from the Customer Relations department and

u tilizes information to determine positive and negative gaps in service

As needed, resolved customer complaints and service deficiencies to ensure guest's faith in company has

been restored

Performed routine inspections of all restaurants and is on the f loor during key result times

F &B I n te rn

H i lton Hotel ; San Jose, CA 1992-1994

Supported the F&B Management team to manage and supervise the administration, restaurants and

Bars as an i ndependently p rofitable unit and set performance standards for guest service

Establishes guest service standard that meet the needs of the target market and are in line with the

operating concept

R estaurant Staff (part t ime)

H i lton Hotel ; San Jose, CA 1991-1992

Prepared tables, laying out napkins and utensils, making sure the condiments are refilled

Performed all other preparation tasks

RE F E R E NCES

Available upon request

Contact this candidate