L e a d i n g g E x p e r i e n c e
From September 2002 to October 2003 I was responsible for the f&b department at the Hilton London Heathrow Airport.
The hotel counts 395 bed rooms, 2 restaurants, bar, in-room dining and 32 meeting rooms for up to 500. The f&b department with an annual turnover of British Pound 6.5 mill and 95 team members, it is one of the most profitable hotel within the Hilton chain.
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The Hilton London Heathrow Airport is an ultra-modern hotel and the only hotel at Heathrow Airport with direct access via a covered walkway to Terminal 4. Due to its unique location the hotel is one of the busiest hotel in the world with an average occupancy of approx. 95% during a year. The hotel got the Business Travaler Award as: Best Airport Hotel in 2005
Responsible for the F&B department (without kitchen) in terms of quality, finance, guest satisfaction and employee satisfaction.
Very successful re-opening of the new Executive Lounge with the best first class lounge service within the airport area.
Increased the F&B guest satisfaction (Guest Satisfaction Survey) from 58% to 68%.
Implementation of guest service behaviour throughout the F&B Department, which increased the employee satisfaction from 68% to 82%.
Due to the cope of business the Hilton London Heathrow Airport is an extremly successful hotel in terms of financial profitability. However, the service aspect is lacking even I increased guest satisfaction. Therefore I decided to move on to a real first class property.
