Fabian Kloeppel
Summary
Within the last twelve years, I have gained significant leadership experience in the hospitality industry, opening a new boutique hotel and as a confident leader across top performing hotel brands such as The Ritz-Carlton, The Langham, The Ovolo Hotel and the award-winning Qualia Resort.
I love to share my passion for the industry with my team by creating a positive and productive work environment which values respect, innovation and aims to deliver a memorable experience which makes guests want to come back and stay again
Overview
12
12
years of professional experience
Work History
Guest Relations Manager (Multi Department Manager)
The Langham Hotel
11.2022 - Current
- Multi Department Manager. Managing staff across several departments such as the Call Centre Team, the Guest Relations Team, Duty Managers, Flavours of Langham Shop, Kids Club and the Resort Entertainment Committee.
- Setting Standards and Improving Performance for a New Hotel. Formulating and implementing Standard and Procedures to ensure highest level of service up to Forbes standard, increase revenue and streamlining processes.
- Talent Management . Mentoring and coaching Team Members to achieve their goals and business Key Performance Indicators. Offering one-one coaching, assisting and coaching departmental trainers, facilitating team training sessions, creating learning handbooks and improving onboarding process and ongoing development.
- VIP Service. In Charge of Arrival, Inhouse and Departure Experience of A level celebrities and VIP's. Ensuring smooth cross departmental operations, highest level of security and service. Building and maintaining great relationships with exclusive travel agencies.
Front Office Manager
Meriton Suites
05.2021 - 11.2023
- Hotel Management . Representing the General Manager in Managing all Operations of the Hotel.
- Recruitment Skills. Ongoing recruitment of staff across various departments, facilitating and executing initial phone screenings, job interviews and applicant selection.
- Rostering. Responsible for allocation of shifts for the Front Office Department to ensure excellent customer service whilst also taking into consideration occupancy levels and budgets. Managing Budgets and Executing Payroll.
- Driving Customer Satisfaction and Loyalty. Analysing customer feedback, developing strategies for improvement of customer service, implementation of new strategies. Achieved TripAdvisor number one placement.
Assistant Manager
Palazzo Versace
11.2019 - 05.2021
- Customer Experience. During the guests stay and beyond. Preparing VIP guest amenities prior, writing personalized letters, giving courtesy calls to in-house guests to actively seek feedback, replying to all reviews on online rating platforms.
- Hotel Duty Manager. Manager in charge of the hotel during weekends and evening shifts including all departments such as the Front Desk, Restaurant, Bar, Housekeeping, Security and Maintenance.
- Extensive Knowledge of Hotel Operations. Providing customer feedback to department heads and ensure policies and procedures are adhered to.
- Complaint Resolution . Creating solutions to ensure guest satisfaction. Attending guest enquiries and follow ups as required, both in person and through online rating platforms.
Assistant Hotel Manager
Citadines Connect/ 8Hotels Boutique Hotels Co.
12.2017 - 11.2019
- Opening a new Airport Boutique Hotel . As part of the pre-opening team I have recruited a brand new Front Office and Reservations and Food and Beverage Team. Onboarding and development of brand new team including trainings for (customer service, the property management system, check in and check out processes, creating individual and group reservations, dealing with event inquiries and breakfast operations).
- Creating Structure in a New Hotel . Experienced in creating new policies and procedures for smooth and lucrative operations. Compliance with Work Health and Safety Regulations. Writing and implementing checklists.
- Ability to Work under Pressure . Accountable and resilient. Efficiently handle unexpected large volume of guests of up to 100 passengers from disrupted flights. Including registration of all guests and catering.
- Revenue Management. Setting the price for the hotel rooms and other services based on occupancy levels, season, competitor pricing and business financial goals.
Night Manager - Front Office (part-timer)
Ovolo Woolloomooloo
03.2016 - 07.2017
- Operations Management. Supervise all hotel operations overnight, including Front Office, Reservations, and In-Room Dining Service.
- Nigh Audit Verifying all charges and refund, preparing reports for the next day's work, charging virtual credit cards, investigating and closing open folios.
- Career Progression . Promoted from Guest Service Agent to Night Manager
Hotel Management Trainee
The Ritz-Carlton Hotel Company
03.2012 - 01.2016
- Diverse Skillset in Hotel Administration and Operations. Trained up to highest standard across various departments: Human Resources, Front Office, Restaurant, Kitchen, Events, Housekeeping, Finance, Sales and Marketing.
- Project Leader for TripAdvisor. Analysis of guest reviews to identify service gaps across all departments and making suggestions to improve. Collaborating with department heads and implementing strategies for improvement.
- Project Leader for Employer Branding. Creating and conducting a staff satisfaction questionnaire for 450 employees to identify employee satisfaction and identify their expectations. Aiming to shrink the gap between employee expectations and company delivery. Developed to enhance employee satisfaction and increase productivity.
Education
Master of Arts - Master of Management (Hospitality And Tourism)
International College of Management Sydney
Manly, NSW01.2018
Bachelor of Arts - Hospitality And Restaurant Management
Baden-Wuerttemberg Cooperate State University
Ravensburg, Germany09.2015
Skills
- Opening a New Hotel
- Implementing Standards and Procedures
- Recruitment and Training
- Establishing a Team culture to deliver exceptional customer service
- Diverse skill set across all operational and administrative departments of a hotel business
- Project Management
- Property Management Systems (Opera, Protel, Room Master, GuestCentrix)
- RSA & RMLV Certified
- First Aid & CPR Certified
- Full Real Estate Licence
Timeline
Guest Relations Manager (Multi Department Manager)
The Langham Hotel
11.2022 - Current
Front Office Manager
Meriton Suites
05.2021 - 11.2023
Assistant Manager
Palazzo Versace
11.2019 - 05.2021
Assistant Hotel Manager
Citadines Connect/ 8Hotels Boutique Hotels Co.
12.2017 - 11.2019
Night Manager - Front Office (part-timer)
Ovolo Woolloomooloo
03.2016 - 07.2017
Hotel Management Trainee
The Ritz-Carlton Hotel Company
03.2012 - 01.2016
Master of Arts - Master of Management (Hospitality And Tourism)
International College of Management Sydney
Bachelor of Arts - Hospitality And Restaurant Management
Baden-Wuerttemberg Cooperate State University
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