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CURRENT AND PAST EXPERIENCES

ASSOCIATE MARKET MANAGER, EXPEDIA GROUP

December 2023 - Current

As an Associate Market Manager at Expedia, I focus on curating a high-quality portfolio of hotels and lodging properties to cater to the diverse needs of a global traveler base. Collaborating with lodging partners, I always strive to maximise marketplace potential and ensure travellers find ideal accommodations. My responsibilities include providing data insights and consulting services to partners, optimising hotel products on Expedia Group sites, securing additional rates during high-demand periods, and promoting merchandising efforts through seasonal deals. I guide hotel partners to enhance the traveler experience, and actively engage in self-learning to consistently stay ahead, together with Expedia.

Key Responsibilities:

  • Develop and maintain strong partnerships with lodging partners, offering insights and consulting services.

  • Optimise partner hotels' products on Expedia Group sites for maximum customer conversion.

  • Secure additional lodging rates and availability information during high-demand periods.

  • Implement seasonal deals and promotions to support merchandising and marketing efforts.

  • Promote hotel partners' engagement with Expedia Group's suite of tools and opportunities.

  • Guide and support hotel partners to deliver an exceptional traveler experience.

ASSISTANT GENERAL MANAGER, CITIZENM ROTTERDAM/GENEVA

February 2022 - August 2022

As an Assistant Hotel Manager at citizenM, I prided myself in overseeing the operations in the citizenM hotels in Geneva and Rotterdam. With a focus on providing affordable luxury for the mobile citizens of the world, I led a team of +-25 FTEs, inspiring them to deliver exceptional service while maximising revenue opportunities and controlling costs. At all times, I was to set an excellent example myself, welcoming guests, assisting with check-ins and check-outs, and ensuring a comfortable environment. In addition to managing daily functions of the hotels' F&B facilities, I actively sought revenue-generating opportunities, coordinated housekeeping departments and engineering for room inventory, and reported on hotel revenue. 

Key Responsibilities:

  • Leading, coaching, and inspiring Ambassadors to support operational procedures and uphold citizenM brand values.

  • Ensuring guest satisfaction through efficient check-ins, maintenance of a clean hotel environment, and knowledge of city attractions.

  • Managing daily functions of F&B facilities, driving commitment to monthly food and beverage revenue targets and demonstrating exceptional product knowledge.

  • Seeking revenue opportunities while coordinating with housekeeping and engineering to maintain top-notch room conditions.

  • Effectively control costs through strategic purchasing, minimising waste, and ensuring property respect.

  • Overseeing work organisation, and compliance with relevant legislation governing hotel operations.

  • Creating and managing schedules for a full team of FTEs and PTEs (25+).

LEAD PRE-OPENING DUTY MANAGER, ZOKU VIENNA

January 2021 - January 2022

They say every hotel you open, truly becomes your own baby. That is exactly what happened during my time as the Lead Pre-Opening Duty Manager at Zoku Vienna. I was responsible for kickstarting the chain's newest hotel operations from the ground up. This came down to designing processes for the operation, furnishing hotel floors, contracting suppliers, recruiting and hiring staff and continuing the operation lead from there. Upon its festive opening in June of 2022, I was to lead a team of operational staff (waiters, check-in clerks, chefs and other kitchen staff) in hosting a continuously successful operation, in a future-proof manner. In addition, I gave trainings on different topics to other Zoku properties. 

Key Responsibilities:

  • Pre-opening activities, such as contracting suppliers, designing operational processes through e.g. SOPs, defining and refining floor plans, furnishing rooms, procurement and menu creation.

  • Recruitment and hiring, maintaining a staff base of +- 20 FTEs at all times through recruitment channels and interviews.

  • Leading and planning weekly P&L & operational meetings.

  • Leading projects with regards to guest satisfaction, future events and further CRM implementation.

  • Establishing and maintaining "the Zoku culture" in their newest hotel in Vienna. 

  • Leading by example for the operational team at all times.

DUTY MANAGER, ZOKU AMSTERDAM

February 2020 - January 2021

Throughout my time in Amsterdam, I shifted from Duty Manager Intern to full-time Duty Manager, but the responsibilities. Those responsibilities consisted of leading, coaching and managing a team of FTEs on their daily tasks in the operation, while reporting directly to the hotel's General Manager. I played out projects on guest satisfaction, product development and product design, like creating additions to Zoku's existing food and beverage offerings. Additionally, I gave trainings to new and current Zoku employees to improve their operational skills and capabilities. 

Key Responsibilities:

  • Maintaining Zoku's existing quality standards and controlling that these are lived by at all times. 

  • Managing, coaching and helping Zoku's operational team of Sidekicks through their daily task of performing in the operation.

  • Attending weekly financial- and operational meetings with the relevant department leads.

  • Creating and providing trainings and honing the skills of Zoku's operational staff.

  • Running 'the floor', ensuring all guests have a pleasant time throughout their stay at Zoku.

  • 'Putting out fires' and solving complicated guest complaints.

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ASSISTANT RESTAURANT MANAGER, BELICIO CHEATDAY

October 2019 - February 2020

Jumping straight from one role at Belicio to the next. This time, I was considerably more stationary. As an Assistant Restaurant Manager at a dessert restaurant, it was my responsibility to lead a team of three to four staff members in opening and closing the restaurant, while bringing the highest quality desserts to guests who came during service hours. I was responsible for upholding quality with every meal at Belicio, and making sure all guests were satisfied with their received items and service. I looked out for the restaurant's financial aspect every shift, and took care of closing the till for the next morning. 

Key Responsibilities:

  • Opening and closing the restaurant.

  • Closing down the till, and ensuring correct cash handling. 

  • Upholding quality among team members of Belicio when serving dishes to guests.

  • Serving and helping guests with their meals.

  • Ordering and creating inventory for the creation of products.

  • Training new staff.

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FESTIVAL TEAM LEAD, BELICIO

March 2019 - October 2019

My first role at Belicio and one of the most intense, yet fun times of my life so far. During my full time Bachelor, I took on the challenge of becoming a team lead for the food truck festivals Belicio was participating in. This meant that my team and me drove to a given location in the Benelux, Germany or UK area on (very) early Thursday or Friday morning, and set ourselves up to run food truck festivals, coordinated by me. I was responsible for the lay out of the trucks, the menu served, general troubleshooting (with e.g. power, or ticketing) and collecting and exchanging currencies. Then, on late Sunday night, when the festival had ended, we would pack up the trucks and drive back to our head office in Rotterdam again. 

Key Responsibilities:

  • Planning festivals to a tee: when to leave, when to set-up and where to set-up. 

  • Guiding team members in creating their products, setting up the trucks and serving customers.

  • Ordering and creating inventory for the creation of products.

  • Handling cash registers and (local) currency exchanges during festivals.

  • Training new staff.

  • Being the spokesperson for general troubleshooting throughout the festival weekend.

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EVENT LEAD, ROYAL NO. 5 FOUNDATION

February 2018 - February 2019

Handpicked to be an Event Lead for the Royal No. 5 Foundation, based in The Hague. Here, I was responsible for leading and managing the hospitality aspect of the charity foundation's events, through, e.g. food and beverage. This meant I had to prepare and serve food and drinks, create memorable moments and basically fulfil any other potential requests. Considering this 'royal foundation' is led by part of the Dutch royal family, I was in close contact with Princess Laurentien and Prince Constantijn, and their family. I took on additional requests from Princess Margriet, too.

 

Key Responsibilities:

  • Planning and managing events together with the Dutch royal family.

  • Taking excellent care of all present guests, both pre- and post event. 

  • Guiding and training fellow team members in serving the guests and preparing food.

  • Helping the local house staff with taking care of the royal family.

  • Ordering and purchasing ingredients for events to come.

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FRONT OFFICE SHIFT LEAD, THE CHELSEA HARBOUR HOTEL

August 2017 - February 2018

Originally an internship as part of Hotelschool The Hague's curriculum, I developed to become a Front Office Shift Lead for my time in London. As FD Shift Lead, I was responsible for handling incoming guests, and taking care of all their wishes throughout their stay. I was to take care of complaints, and switch those complaints around to the best of my abilities. From a commercial perspective, I was challenged with outward upselling goals, which breached me out of my comfort zone and created an additional sales dimension.

Key Responsibilities:

  • Checking in and checking out guests.

  • Helping guests with anything they might need throughout their stay in London. 

  • Solving complaints and turning them around into positive experiences.

  • Managing cash registers throughout the continuation of the shift.

  • Handling the occasional night shift.

  • Managing room inventory throughout the daily operation.

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WAITER (EVENTS & RESTAURANTS), HOFSTEDE MEERZIGT

September 2013 - July 2017

Long term role as a (event) waiter in a fine dining restaurants. Here, I learned all the fundamentals on serving, waiting and wines. I was taught several different bar skills and techniques and used these throughout my time at Hofstede Meerzigt. I was responsible for welcoming guests and serving them throughout their lunch or dinner at the restaurant. In addition to that, I helped hosting weddings, too. I remained in close communication with the site organiser and the wedding couple to take care of ​their requests to the fullest extent. On the day itself, I would be present to handle last-minute errands.

Key Responsibilities:

  • Welcoming guests into the restaurant. 

  • Serving guests.

  • Explaining wines and serving drinks.

  • Helping with the practical case of organising weddings during the day-to-day.

  • Working in the bar, creating drinks and coffees.

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DISHWASHER AND DESSERT MAKER, THE OLD PAL PUB

July 2013 - September 2013

My very first role in hospitality. ​As a 15-year-old, I started off in an English pub, as a dishwasher/dessert maker. The role says it all: I was responsible for washing dishes, and creating desserts. Here, I first came into contact with what I would describe is a 'stressful working environment'. In a 1x1m2 kitchen, I kept up with incoming tickets and dirty dishes, while collaborating with my kitchen team member, who was responsible for making the pub dishes.

Key Responsibilities:

  • Washing dirty dishes.

  • Creating desserts based on the incoming tickets.

  • Helping out colleagues wherever necessary.

STOCKER, ALBERT HEIJN

June 2012 - July 2013

My first 'professional' role was at Albert Heijn. Like any Dutch 14-year-old, I took on my role as Stocker of shelves at my local Albert Heijn. As an Albert Heijn employee, I was responsible for stocking the shelves and keeping track of inventory as I went. I unloaded incoming trucks and answered customer questions if there were any.

Key Responsibilities:

  • Stocking the shelves with new products, or products that were out of supply.

  • Answering customer questions on the location of items, or general enquiries.

  • Unloading incoming trucks for the AH inventory.

  • Keeping track and logging the AH inventory.  

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