Director of Rooms

Daniela Koch

Phone: +1-925-***-**** E-mail: ***********@*****.*** 03/2018 – Current

FOUR SEASONS HOTEL SAN FRANCISCO SAN FRANCISCO, USA 5 star Hotel with 277 guest rooms and suites, 142 residencces and 15,000 sqft meeting space Director of Rooms

• Planning Committee member responsible for all Front Office & Housekeeping operations including Guest Relations, Garage and PBX; leading 11 managers and 110 associates in both union and non-union environment

• Responsible for monthly P&L reconciliation, labor cost control and Rooms budget aspects (cost and upsell revenue)

• Exceptional relationship builder with guests and proven strong problem resolution skills

• Continuous YOY increase of all Rooms related guest satisfaction Medallia scores and Rooms upsell revenues

• High community volunteer engagement

01/2017 – 01/2018

INTERCONTINENTAL LOS ANGELES DOWNTOWN LOS ANGELES, USA IHG Flagship Hotel with 889 guest rooms and suites and 94,000 sqft meeting space Director of Rooms

• Member of pre-opening office; overseeing all hiring and training of opening team members and responsible for all Rooms related OSE purchases

• Project lead for room inventory release from various construction phases prior and after the hotel opening in June 2017

• Executive Committee member responsible for all Front Office & Housekeeping operations including Guest Relations, Club Lounge, Garage and PBX; leading 14 managers and 200 associates in union environment

• Responsible for budget preparation, monthly P&L reconciliation and labor cost control 08/2011 – 04/2016

INTERCONTINENTAL MARK HOPKINS HOTEL SAN FRANCISCO, USA IHG Historic Landmark Hotel on Nob Hill with 383 guest rooms and suites Director of Rooms

• Executive Committee member responsible for all Front Office & Housekeeping operations including Guest Relations, Club Lounge, Garage, Health Club and Business Center; leading 10 managers and 105 associates in union environment

• Created and implemented internal guest loyalty program for milestone stays; mentored international management trainees in Guest Relations and Housekeeping

• Acting Director of Operations for InterContinental San Francisco on Howard St

(Convention hotel with 550 guest rooms) during a 3 months task force period; managing hotel operations in absence of the GM over the holiday season of 2015 as well as Super Bowl 2016

11/2008 – 07/2011

INTERCONTINENTAL HONG KONG HONG KONG, HONG KONG

IHG Flagship Hotel on Victoria Harbor with 495 guest rooms and suites Director of Rooms

• Executive Committee member responsible for all Front Office operations including Reception, Guest Relations, Club Lounge, Concierge, Bell & Door departments as well as Airport and PBX operator teams; leading 15 managers and 85 associates

• Winner of the 2010 Ambassador Excellence award as the top enrolling FO team within APAC region and Number 7 in world wide competition between 170 InterContinental hotels for most Loyalty program enrollments

• Mentored 2 Executives through an extensive Front of House exposure to prepare for future Hotel leadership; Oversaw the recruitment and training of 14 local and international Trainees within all Room divisions in 2010 as part of the Hotel’s extensive Trainee program (60 Trainees in 2010 with internships between 3 and 9 months)

• Created and implemented internal guest loyalty program for milestone stays; built and liaised certified training of a Presidential Suite butler team of 8 07/2006 – 10/2008

JUMEIRAH ESSEX HOUSE NEW YORK, USA

Historic Landmark Hotel on Central Park South with 509 guest rooms and suites as well as 184 privately owned residences

Director of Front Office Operations

• Executive Committee member responsible for Front Desk, Guest Relations, Concierge, Bell and Door departments, PBX operators, as well as Health Club & Spa operations; leading 12 managers and 65 associates in union environment

• Part of the Re-branding and Renovation team; managed daily Front Office operations during a US$ 90 million renovation

02/2005 – 06/2006

JUMEIRAH, MINA A’ SALAM HOTEL DUBAI, UAE

292 rooms; part of the 886 rooms, 5-star Madinat Jumeirah destination Resort Guest Services Manager

• Executive Committee member responsible for all Guest Services functions including Guest Relations, Business Center, Club Executive and Premium Leisure Lounge; leading 3 managers and 42 associates

• Managed a room inventory of 80 Club rooms and 12 suites as well as F&B operations in both VIP Club Lounges

11/2003 – 01/2005

STARWOOD, THE ST. REGIS MONARCH BEACH RESORT & SPA DANA POINT, USA 5-star, 5-diamonds Luxury Golf Resort in Southern California with 400 guest rooms and suites Front Office Manager

• Department head leading 2 Managers and 18 staff in Front Office and Resort Services

(PBX operators) teams

10/2000 – 11/2003

STARWOOD, THE WESTIN ST. FRANCIS SAN FRANCISCO, USA Historic Landmark Hotel on Union Square with 1200 rooms Guest Services Manager

• Department head leading 3 Managers and 84 associates in 5 departments: Bell and door staff, Concierge, Garage, Business center and Health Club & Spa

• In charge of all hiring, training and coaching considering 3 different union contracts

• P&L responsibility for revenue generating departments, resource allocation and operating expense management for all departments

Front Desk Agent (6 months), Front Desk Manager (16 months) 08/1996 – 09/2000

STARWOOD, THE WESTIN GRAND BERLIN, GERMANY

5-star Starwood landmark hotel with 356 hotel rooms and suites Management Trainee

• Graduated Hotel Management School in Berlin, majoring in Business Administration for both Rooms division and Food & Beverage while receiving extensive training in all Front of House operations, Reservations, Housekeeping, F&B, Sales and Finance PROFICIENCIES:

Computer skills:

Opera, Fidelio, HIS Epitome and GEAC Galaxy PMS,

Delphi, Spasoft, GoConcierge, Timesaver, Cadence-OnTrack, HOTSOS, ADACO, P2P Outlook, Google mail, Lotus

Language skills:

German: Mother tongue

English: Fluent

Russian: Beginner (8 years of Russian language studies in school) TRAININGS/ CERTIFICATIONS:

Revenue and Yield Management seminar, Covey’s 7 Habits of highly effective people Behavioral interviewing, Freeman Train the Trainer SF NERT (National Emergency Response Team) certification (2014) REFERENCES:

Robert Megargle, General Manager, Four Seasons Hotel Embarcadero, San Francisco E-Mail: ******.********@***********.***

Jimmie Lopez, Director of HR, InterContinental Hotel San Francisco E-Mail: ******.*****@***.***

Karen Watt, Hotel Manager, InterContinental Phoenicia, Beirut E-Mail: *****.****@***.***

Nelum Gunewardane, Director of Operations Luxury & Managed Southern Europe, IHG E-Mail: *****.***********@***.***

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