Michelangelo Moroni

• Reporting directly to the General Manager
• Responsible for the Front Office, Concierge, Housekeeping, Spa and Security departments comprising of a team of 70 people
• Monitoring and control the Rooms Division Profit & Loss statement and drive forecasted Rooms profitability
• Focus on Team Members satisfaction and ensures improvement action plans are complete effectively with a focus on a team and succession planning culture
• Directed the implementation of client engagement strategies to maximize guest experience, increase referrals & drive loyalty, oversaw large-scale corporate & social banquet events and led talent architecture & employee competency training

Achievements:

• Resort listed as “Best in the World2023” by Virtuoso
• Overall GES score 90.7% (2023) 93% (2024) - Top Score worldwide in Four Seasons
• 98% score on Guests Surveys on overall hygiene & cleanness standards
• Increase of 6% on Employee Engagement survey87%

• Reporting directly to the General Manager
• Responsible for the Front Office, Concierge, Housekeeping, Spa and Security departments comprising of a team of 55 people
• Monitoring and control the Rooms Division Profit & Loss statement and drive forecasted Rooms profitability
• Incorporates guest satisfaction in staff/operations meetings with the objective of generating innovative methods to continually improve results
• Nominated Hygiene Officer for the property with the responsibility of implementing and delivering the new Four Seasons health and safety guidelines for Covid-19 (Lead with Care Program)

Achievements:

• Resort listed in the Top15 Hotels in the World, Travel + Leisure World’s Best Awards2020
• 98% score on Guests Surveys on overall hygiene & cleanness standards
• Increase of10% on Employee Satisfaction survey from previous year

• Reporting directly to the General Manager
• Responsible for the Front Office, Concierge, Butler and Security departments comprising of a team of 40 people
• Preparing the Rooms Division Budget in cooperation with the Director of Housekeeping
• Responsible for creating and implementing the Butler Team including: recruitment, SOP’s and training
• Ensure delivery of Mandarin Oriental Pillars of Service to all guests

Achievements:

• LQE standards: achieved an overall score of 93% for Transportation, Arrival, Concierge Service, Departure on annual inspection
• Staff Turnover reduced by 20% from previous operational year
• Front Office Upselling revenue increased by 40,000 USD annually

• Reporting directly to the Hotel Manager
• Responsible for the Operation of5 different sections within the Front Office Division: Shyouk Port (Boat Terminal), Welcome Centre, Concierge, Guest Service Centre and Villa Operation – Butler Team comprising of a team of 110 people
• Maintains all guest experience tools and communication including oversight of guest comment cards, on-line reviews and responses (TripAdvisor, ReviewPro, Revinate) and training the staff to manage these daily functions
• Exposed to Task Force as Director of Rooms in others Anantara properties

Achievements:

• Increased overall Resort NPS (Net promoter Score) from 44% to 56%
• Increased Revinate Score by 3% from 87.5% to 90.5%
• Implemented the Front Office Upselling Program which has generated more than1 million QAR (250,000 Euro) between July ’16 & May ’17
• Achieved a score of 92% for team member engagement survey (TMES)

• Reporting directly to the General Manager
• Responsible for the Front Office, Concierge, Kids Camp, Spa and Security departments comprising of a team of 40 people
• Monitoring and control the Rooms Division Profit & Loss statement and drive forecasted Rooms profitability
• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations

Achievements:

• Implemented operational standards, practices, and controls to front office operations; established new billing and check-out procedures that reduced customer complaints by80%
• Implemented operational standards, practices, and controls to front office operations; established new billing and check-out procedures that reduced customer complaints by 80%
• Increased guest satisfaction scores by 20% after submitting action plans for AAA and Richey Report

• Reporting directly to the Director of Rooms/Hotel Manager
• Responsible for the Front Office and Switchboard Departments comprising of a team of 25 people
• (5 Duty Managers,15 Reception Members,5 Switchboard members)
• Planning and implementation of Front Office Departmental Standards, Objectives, Budgets and Training
• Training and developing the Management Team (5 Duty Managers) within the Front Office Department
• Developing and co-ordinating new projects and systems within the department

Achievements:

• IQ Inspector: Increased the department score from 86.5% to 92.5%
• Upselling Program: Increased of £110,000 revenue between August ’13 and August ’14 comparing to the same period for the past year
• DCC (Dynamic Currency Conversion): increased hit rate from 45% to 65% (Aug ’13 – Aug ’14) with an increase of Revenue for the hotel of apprx £100,000
• Staff Satisfaction survey: increased the satisfaction % rate from 72% to 83%

• Working alongside the Front Office Manager in recruiting the Front Office team (20 Staff)
• Setting standards and procedure for the Front Office Department
• Preparation of training materials and plan for the new on-board employee Assisting in Opera (PMS) configuration and conversions

• Company Overview: Leading Hotel of the World
• Managing Daily Hotel operation on behalf of the General Manager, including emergency procedure, supervising staff and guests’ complaints
• In the absence of the Guest Relations Manager, coordinating all matters relating to VIP guests both prior to arrival and while at the hotel and overseeing Entertainment Groups
• I directly overlook a Team of Twelve Receptionists and three Assistant Managers