Corporate Quality Assurance Manager (hospitality)

CURRICULUM VITAE

Name: SCHULTZ

Christian name: DANIELA

Born on: 14 September 1969

In: Havixbeck/Muenster in Germany

Religion: Roman-Catholic

Nationality: German

Marital status: Single

E-mail: ****************@*****.***

Address: Melatenguertel 101, 50825 Cologne, Germany

Telephone: Germany: +49-174-**-**-*** (mobile), +49-221-***-**-*** (land line)

•EMPLOYMENT:

Oct. 2009 HMS International Hotel GmbH GERMANY, Cologne

until now associated to MARITIM HOTELS www.maritim.com

Corporate Quality Assurance Manager

HMS (Hotel Management Services) manages

Maritim hotels in Egypt (Maritim Jolie Ville), Turkey, Spain, China

Main job responsibilities (not limited to):

Quality Assurance:

• Develop and implement brand service standards for MARITIM hotels managed by HMS based on Maritim Germany service standards

• Audits (Food & Beverage, Front Office, Housekeeping)

• Analysis and summary of monthly guest satisfaction questionnaire reports

• Monotoring and analysis of guest hotel reviews posted on public Internet travel forums

• Personal written correspondence in response to letters of praise and complaints

• Follow up/corrective action related to complaints received by guests

• Develop Human Resources Manual

• Assess training needs and develop annual training plan accordingly together with Corporate Director of Training

Training:

• Temporarily in charge of training: coordination, implementation of annual training plan

• Corporate trainings designed and delivered so far in Egypt, Turkey, China:

Class room/ off-the-job trainings:

- Welcome to Maritim!

- Professional Front Office Management

- Professional Housekeeping Management

- Solving conflicts with customers successfully

- Professional telephone handling

- InterAct! Intercultural competence in dealing with international guests

On-the-job trainings:

- Front Office basics

- Housekeeping basics

- Quality in Operation Front Office

- Quality in Operation Housekeeping

Notice period: 3 months to the end of the month

Reason for leaving:

Due to restructuring within the company training will unfortunately not be part of my responsibilities in the future which I deeply regret since I enjoy training the most and therefore, do not want to miss it. Therefore, I am seeking for an interesting regional or corporate training role.

Oct. 2008 - ATOLL PARADISE – Tour Operator MALDIVES, Male’

Sept. 2009 Resort Specialist for Maldives www.atollparadise.com

Director of Business Development, 50 employees

In charge of the following departments/areas:

Human Resources

Sales & Marketing, PR

Quality Assurance

Customer Service

Reason for leaving:

The rare opportunity to work at a corporate office of a well known German hotel company as Corporate Quality Assurance Manager (including training responsibilities) for Maritim hotels in Egypt, Turkey, Spain and China. (reference letter attached)

May - Sept. 2008 KANUHURA, 5*, LHW*, 100 villas MALDIVES

Managed by Sun Resorts now www.kanuhura.com

Quality Assurance & Training Manager, 360 employees

Main job responsibilities (not limited to):

please refer to O&O Kanuhura below

Reason for leaving:

Possibility to work as Director of Business Development for one of the largest Tour Operators in the Maldives with ambitious expansion plans and therefore, the opportunity to get insight into the other important side of hotel business – the Tour Operator side.

July - Sept. 2007 HOTEL LES OTTOMANS, 5*, 10 suites, SLH** TURKEY, Istanbul

Hotel Manager, 200 employees www.lesottomans.com

In charge of the following departments:

Quality Assurance & Training

Human Resources

Housekeeping

Front Office

Spa

Main job responsibilities (not limited to):

• Implementation of five star international hotel service standards

• Implementing policies and procedures

• Training needs analysis

• Set up of action plan and annual/monthly training plan

• Facilitation of training according to training plans

Reason for leaving:

Communication problem: the level of English was extremely low or not existent at all including department heads. Therefore, meetings, correspondence, trainings had to be in Turkish..

Moreover the General Manager (the owner) and two Hotel Managers (a Turkish Hotel Manager who opened the property and myself) were unfortunately too many to manage this beautiful, small property with ten suites only. (reference letter attached)

Jan. 2006 - ONE&ONLY KANUHURA, 100 villas, LHW* MALDIVES

June 2007 Quality Assurance & Training Manager, 360 employees www.oneandonlyresorts.com

“Commitment to Quality Award 2006” of The Leading Hotels

of the World for South East Asia

Main job responsibilities (not limited to):

Quality Assurance:

• Set and achieve the overall resort’s quality targets

• Ensure adherence to the One&Only standards by all staff members

• Ensure implementation of new One&Only standards

• Data input, issuing and presentation of monthly GSQ report (Guest Satisfaction Questionnaire), personalized email reply to each guest

• Internal audits to ensure O&O standards are being followed:

Food & Beverage, Front Office, Housekeeping

• Grooming checks on a regular basis

• Implement HACCP (Hazard Analyses Critical Control Point) together with Food Safety Asia

• Identify learning and training needs by using Mystery Shopping reports (Richey International & The Leading Hotels of the World), the GSQ results as well as my own internal audit results

Training:

• Set up of annual/monthly training plan as well as action plans

• Set up and manage training budget

• Building up pool of departmental trainers (Train-the-Trainer)

• Develop training material and PowerPoint presentations

• Organize and conduct trainings to line and management staff such as:

- corporate One&Only trainings

- internal trainings (e.g. supervisory skills, induction for new hires, grooming & deportment,

service recovery, professional up-selling, English and German classes, buggy license etc.)

• Organize trainings conducted by external providers such as:

- Lifeguard training. first aid and basic resuscitation

- WSET (Wine and Spirit Education Trust, UK) F&B training

- HACCP (Hazard Critical Control Point) training with Food Safety Asia

- Fires Safety training

• Training audits

Miscellaneous:

• Attend the weekly guest cocktail

• Duty Manager twice a month

Reason for leaving:

Offer of Executive Management position at a small, very luxurious, small property in Istanbul.

(reference letter attached)

June 2004 - ROYAL HOTEL SANREMO, 5*, LHW*, 133 rooms ITALY, Sanremo

Dec. 2005 Asstistant. to the General Manager www.royalhotelsanremo.com

specializing in Marketing & Sales

Oct. 2003 - HOTEL VIER JAHRESZEITEN, 4*, 205 rooms GERMANY, Schluchsee

April 2004 Asst. to the General Manager www.vjz.de

specializing in Guest Relations

Feb. 2002 - JEBEL ALI GOLF RESORT & SPA, 5*, 395 rooms, LHW* DUBAI, UAE

June 2003 ISO 9001:2000 accredited www.jebelali-international.com

From Hostess to Resort (Guest) Relations Manager,

Internal Auditor

Private, individual Italian lessons at the “Berlitz” language

school/Dubai

Nov. 2000 - PALACE HOTEL VILLA CORTINE, 5*, 50 rooms ITALY, Lake Garda

Oct. 2001 Receptionist / Cashier www.palacehotelvillacortine.it

Aug. - Dec. 2000 PALAZZO ARZAGA HOTEL GOLF, 5*, LHW*, 84 rooms ITALY, Lake Garda

Part time Spa Receptionist www.palazzoarzaga.com

at the Saturnia SPA department

Private, individual Italian lessons at the “Wallstreet Institute”

Sept. 1999 - InformationsSystems & Services GmbH GERMANY, Duesseldorf

May 2009 IT Consulting & Office Centre

Assistant to the Manager

Febr. 1993 – PARK HOTEL BREMEN, 5*, LHW*, 177 rooms GERMANY, Bremen

Aug. 1994 Junior Receptionist / Shift Leader www.park-hotel-bremen.de

•CERTIFIED TRAINING:

Dec. 2005 LRQA ISO 9000:2000 Intensive Training Course for Auditors/Lead Auditors of Lloyd’s

(5 days, registered and attended privately in Germany)

August 2002 LRQA ISO 9001:2000 Series Internal Auditor Training Course of Lloyd’s (2 days, Dubai)

•VOCATIONAL TRAINING:

1990 - 1993 BRENNER’S PARK-HOTEL & SPA, 5*, LHW*, 100 rooms GERMANY, Baden-Baden

Graduation as “Hotelfachfrau”, graduated hotel employee www.brenners.com

•PRACTICAL TRAINING:

Aug. 1996 Faust Internationale Golfreisen GmbH GERMANY, Hamburg

Travel specialist for exclusive golf holidays

June - Oct. 1989 HOTEL LE BRISTOL, 5*, LHW*, 161 rooms FRANCE, Paris

Housekeeping trainee www.lebristolparis.com

Visit of the language school “Alliance Française”

•EDUCATION:

TERTIORY (university)

Oct. 1994 - Fachhochschule Kempten << technical college >> Germany, Kempten

Nov. 1999 University for Economics and Engineering

Course of Studies: tourism with hotel trade & gastronomy as a main field

Graduation as “Diplom-Betriebswirtin (FH)”, graduated business administrator

SECONDARY

Sept. 1985 - Schule Schloß Salem Germany, Salem

May 1989 state recognised grammar school, boarding school

One trimestre in Boxhill/Surrey/Great Britain - partner school

“Abitur”, A - levels

1980 - 1985 Grammar school Germany, Guetersloh

•LANGUAGES:

German: native speaker

English: very good verbal and written command

Italian: good verbal and written command

French: good verbal and written command

•COMPUTER SKILLS:

Word for Windows, Excel, Outlook, PowerPoint

Fidelio, Opera

•REFEREES:

1. Kanuhura Resort, Maldives 2. Atoll Paradise, tour operator, Male', Maldives

General Manager Mr. Alessandro Schenone Owner & CEO Mr. Mohamed Bagir

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

Tel.: +960-**-***-** Tel.: +960-***-**-**

3. Hotel Les Ottomans, Istanbul, Turkey

Owner & General Manager Ms. Ahu Aysal

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

Tel.: +90-212-***-****

*LHW = Member of “The Leading Hotels of the World” **SLH = Member of “Small Luxury Hotels of the World”

Contact this candidate