L e a d i n g g E x p e r i e n c e
From January 2005 to January 2006 I was responsible for the f&b department at the Hilton Petaling Jaya.
Leading a team of 220 staff members, an annual turnover of USD 10 mill. and approx. 650,000 food covers, the hotel has one of the busiest f&b operations in terms of covers in Malaysia.
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The Hilton Petaling Jaya is one of the most important hotels for Hilton International due to the massiv and busy operation. The Hotel with 553 bed rooms, 3 restaurants, 1 American bar, lobby cafe, room service and banquet facilities for up to 1,500 is located next to Kuala Lumpur (15 min. to city centre).
- Quality: To ensure the best possible quality throughout all f&b outlets
- Guest Satisfaction: To ensure guest satisfaction to all guest within the f&b department
- People: To ensure team member satisfaction
- Finance: To ensure set goals will be achieved
- Increased the F&B guest satisfaction (Guest Satisfaction Survey) from 60% to 65% year on year comparison.
- Introduced an annual event calendar with different guest chefs joining throughout the year.
- Re-opened and set up the new Caffe Cino, the lobby café.
- Introduced and set up a forecasting and budgeting tool.
Having been with the Hilton company for 8.5 years I decided to move on with a different company since the career planning with Hilton was quite limited. In addition Hilton is growing very slowly in Asia, where I see myself again in a few years time. I recognized once again a decreasing service quality and decided to move once again only after one year of service. Due to this circumstances I moved to Starwood which is planning to open almost 500 Hotels in the near future.
