Fabian Kloeppel
Palm Beach,Australia
Summary
Results-driven hospitality leader with 15 years of experience in luxury brands including Eden Health Retreat, The Ritz-Carlton, and The Langham. Demonstrates a strong ability to lead cross-functional teams and curate bespoke guest experiences, with a passion for holistic wellness. Expertise in strategic leadership, operational excellence, and revenue management enhances success in the high-end well-being industry. Committed to establishing business partnerships and developing high-performing teams to drive service excellence and profitability.
Overview
7
7
years of professional experience
Work History
Retreat Manager
Eden Health & Wellness Retreat
Currumbin Valley, QLD
02.2024 - Current
- Operational Excellence
Directed operations across Reception, Reservations & Sales, Spa & Vitality Centre, Housekeeping, and Health & Fitness. Coached department heads to meet revenue targets and improve the guest experience. Managed recruitment, performance, and team development to ensure operational efficiency. - Revenue Management & Strategic Planning
Led occupancy forecasting and analysed market trends to optimise offerings and marketing, driving 25% revenue growth in a year. Developed pricing strategies to maximise profitability. Prepared end-of-month reports and outlined future initiatives to align with long-term goals. - Business Development & Partnership Growth
Established strategic partnerships and launched corporate retreat offerings, hosting high-profile events like a luxury car launch and executive retreats. Introduced Eden’s first loyalty program, achieving a rebooking rate over 50%. Strengthened brand positioning and expanded market reach through effective event management and client relationships. - Refined Customer & Wellness Journey
Transformed service touchpoints and boosted guest satisfaction, raising TripAdvisor and Google ratings from 4.2 to 4.5 in a year. Focused on personalising experiences and enhancing the wellness journey through better communication and service. Managed a dynamic schedule of health, fitness, and wellness activities, integrating new trends to enrich the guest experience.
Multi-Department & Guest Relations Manager
The Langham
Broadbeach, QLD
11.2022 - 02.2024
- Expert in VIP & Luxury Guest Experience
Managed the end-to-end VIP journey for A-list celebrities, high-net-worth individuals, and exclusive groups, ensuring seamless, discreet service. Built strong partnerships with elite travel agencies and luxury concierge services to enhance offerings and secure future business. Refined cross-departmental workflows and service protocols to guarantee flawless execution and an unparalleled experience. - Operational Leadership & Service Standards
Led teams across departments including the Call Centre, Guest Relations, Duty Managers, Langham Shop, Kids Club, and Resort Entertainment, ensuring seamless, high-performance operations. Directed the creation and execution of service standards for a new luxury hotel, aligning with Forbes-level expectations. Implemented new processes and technology to optimise efficiency and drive revenue growth. - Talent Development, Team Performance & Cost Management
Led recruitment, training, and mentoring to attract and retain high-performing teams. Coached department heads and staff to achieve KPIs. Directed training sessions, created handbooks, and improved onboarding for continuous development and operational excellence. Managed budgeting and labour cost control to optimise resource allocation.
Front Office Manager
Meriton Suites
Southport, QLD
05.2021 - 11.2022
- Operational Leadership & Process Optimization
Led a high-performing team, ensuring top-tier guest service and maximising efficiency within budget. Fostered cross-departmental collaboration with housekeeping and maintenance, driving process improvements to boost productivity, control costs, and uphold operational excellence. Focused on building resilient leaders capable of addressing challenges for smooth, cost-effective operations. - Guest Satisfaction & Continuous Improvement
Drove TripAdvisor’s #1 ranking for the Gold Coast by implementing data-driven feedback strategies that elevated service standards. Responded proactively to guest feedback, resolving concerns swiftly for an exceptional experience. Analyzed service trends and provided insights to refine operations, enhance satisfaction, and drive long-term retention. - Leadership & Process Optimization
Led a high-performing team, ensuring top-tier guest service and operational efficiency within budget. Fostered cross-departmental collaboration with housekeeping and maintenance, enhancing workflows to boost productivity, control costs, and maintain operational excellence. Focused on building resilient leaders to address challenges and ensure smooth operations.
Assistant Hotel Manager
Palazzo Versace
Mainbeach, QLD
11.2019 - 05.2021
- High-Performance Leadership & Operational Excellence
Led hotel operations across multiple departments, ensuring seamless coordination and service delivery, especially during high-pressure shifts. Demonstrated strong decision-making, driving operational efficiency and maintaining top service standards in fast-paced environments. - VIP & Luxury Guest Experience Management
Specialised in creating bespoke experiences for VIP guests, personalising every aspect to exceed expectations and foster loyalty. Managed guest relations, from amenities to proactive follow-ups, ensuring alignment with the luxury brand. Served as the main point of contact for media & VIP groups, ensuring smooth operations for high-profile productions. - Strategic Problem Solving & Continuous Improvement
Adopted a data-driven approach to resolve guest complaints while maintaining service standards. Provided actionable feedback to department heads, driving continuous improvements and ensuring policy adherence. Led initiatives that enhanced team performance and maximised guest satisfaction across the hotel.
(Pre-Opening) Assistant Hotel Manager
Citadines Connect/ 8Hotels Boutique Hotels Co.
Sydney, NSW
12.2017 - 11.2019
- Pre-Opening Leadership & Operational Readiness
Played a key role in the successful pre-opening of a boutique airport hotel, overseeing recruitment, training, and operational setup for front office, reservations, F&B, and housekeeping. Ensured all departments were ready for day-one service excellence. Sought technology solutions to improve efficiency and planned departmental budgets for growth. - Strategic Operational Management & Compliance
Designed and implemented operational policies and SOPs, ensuring compliance with industry standards, regulations, and WHS guidelines. Optimised processes to improve efficiency, reduce costs, and maintain consistent service quality across all departments. - Revenue Growth & Crisis Management
Developed and executed data-driven pricing strategies to maximise revenue through effective yield management. Managed large-scale disruptions, including 100 displaced passengers during flight cancellations, maintaining guest satisfaction and continuity. Built strong partnerships with Travelliance and airlines, driving consistent business and enhancing brand reputation.
Education
Master of Arts - Master of Management (Hospitality & Tourism)
International College of Management Sydney
Manly, NSW01.2018
Bachelor of Arts - Hospitality & Restaurant Management
Baden-Wuerttemberg Cooperate State University
Ravensburg, Germany09.2015
Studies abroad - Finance & Human Resources & Marketing
University of California
Santa Barbara, CA05.2015
Skills
- Expert in Luxury Hospitality & Wellness
- Leadership & Team Development
- Strategic Business Development & Launch
- Enhancing Guest Satisfaction & Service Offerings
- Crisis Management & Decision Making
- Budgeting, Financial Planning & Profit Maximization
References
References available upon request.
Timeline
Retreat Manager
Eden Health & Wellness Retreat
02.2024 - Current
Multi-Department & Guest Relations Manager
The Langham
11.2022 - 02.2024
Front Office Manager
Meriton Suites
05.2021 - 11.2022
Assistant Hotel Manager
Palazzo Versace
11.2019 - 05.2021
(Pre-Opening) Assistant Hotel Manager
Citadines Connect/ 8Hotels Boutique Hotels Co.
12.2017 - 11.2019
Master of Arts - Master of Management (Hospitality & Tourism)
International College of Management Sydney
Bachelor of Arts - Hospitality & Restaurant Management
Baden-Wuerttemberg Cooperate State University
Studies abroad - Finance & Human Resources & Marketing
University of California
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