Anica Roch

Experience

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  Café and restaurant "Euphoria"

  Aug 2007 - Jul 2008

  Waitress

  • F&B service• Cashiering• Guest service

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  Steigenberger Hotel Berlin

  Aug 2008 - Jan 2011

  Apprentice to Hotel Specialist

  • Practical training in the departments Front Office & Night Audit, Housekeeping, Sales, Service & Kitchen

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  VICTORIA-JUNGFRAU Grand Hotel & Spa

  Mar 2011 - May 2013

  • Supervisor during day and night shift responsible for a team of 10• Covered for Front Office Manager and Assistant during their absence• Handled rooms allocation, Guest Relations and Complaint Management• Responsible for Day-end financial transactions of the hotel, spa and F&B operations

  • Front Office & Night Audit Supervisor

    Oct 2012 - May 2013

  • Receptionist & Night Audit Supervisor

    Jul 2011 - Sept 2012

  • Receptionist

    Mar 2011 - Jun 2011
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  Grand Hotel Park, Gstaad

  Jun 2013 - Sept 2013

  Front Office Shiftleader

  • Shift Leader responsible for a team of 3• Ensured that Leading Quality Assurance standards were consistently achieved• Completed Check-In and Check-Out, accounts administration and cashier settlements• Assisted with rooms reservations and rooms allocation

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  Giardino Hotels

  Dec 2013 - Apr 2015

  Assistant Reservations Manager (Cluster)

  • Deputy for Reservations Manager during her absence with all responsibilities for a team of 3• Accountable for individual and group reservations for all 3 operating resorts including Concierge services• Handled Guest Relations and Complaint Management• Coordinated allotment management and rooms allocation

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  Mirihi Island Resort

  Jun 2015 - Oct 2017

  Front Office Manager

  • Responsible for a team of 11 including Front Desk, Guest Relations, Boutique and Airport Lounge• Managed Guest Relations, Quality Management and rooms allocation to exceed guests expectations• Executed, communicated and controlled corporate design and identity including maintenance of the resort’s webpage content to increase exposure in the market place• Performed Sales & Marketing duties such as contractual obligations and product marketing with Tour Operators and Online Travel Agencies• Improved market presence through Public Relations on the European, Arabian, US and Asian markets• Caretaking of individual reservations, increasing occupancy during low season within one year Show less

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  Ajman Hotel managed by Blazon Hotels

  May 2018 - Nov 2018

  Front Office Manager

  • Responsible for a team of 26 including Front Desk, Guest Relations, PBX, Bell Desk and Kids Club• Responded directly to the General Manager• Restructured the department to work more efficient and guest focused• Supported the Director of Revenue in Yield Management to reach highest occupancies with best revenues• Implemented Quality Management, new SOP’s and customized reports for better communication between all departments to improve the guest experience

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  CuisinArt Golf Resort & Spa and The Reef by CuisinArt (Now: Aurora Anguilla Resort & Golf Club)

  Dec 2018 - Dec 2020

  Cluster Front of House Manager

  • Responsible for a team of 35 including Front Desk, Concierge, PBX, Bell Desk, Villa Manager and Duty Manager• Debuted Rooms Upsell Program resulting in a room revenue increment of 0,92% at The Reef and 0,26% at CuisinArt• Customizing the hotel software Opera for all Front of House matters to enhance efficiency within the department and allow more focus on guest communication• Leading Hotels of the World Ambassador for CuisinArt Golf Resort & Spa to create customer loyalty• Work closely with Director of Events and Reservations Department to facilitate successful Group business Show less

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  Mirihi Island Resort

  May 2021 - Jan 2022

  Resident Manager

  • Deputy to the General Manager with primary focus on Sales & Marketing, Rooms Division and Dive Center• Project Management of redeveloping the brands’ website and implementation of new booking engine SimpleBooking with a ROI within 3 months• Increasing brand awareness in Europe, CIS, Asia and LATAM by targeted Digital Marketing and active Sales Strategies• With strategic Yielding and Revenue Management increased 2021 on-the-books occupancy by 23% and room revenue by 39% as well as 2022 on-the-books occupancy by 20% and room revenue by 162% within 5 months• Budget 2022 preparation, evaluation and finalization• Hands-on approach and support in Guest Services for Rooms Division departments Show less

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  Oil Nut Bay

  Feb 2022 - Aug 2023

  Hospitality Manager

  • Responsible for a team of 33 including Guest Services, Reservations, Sales and Housekeeping• Increased Room Revenue for 2022 by 28% ($1.2mil) over budget and for January 2023 a total of 17% ($110k) over budget with 71% (303k) over January 2022• Expansion and strengthening of the Leisure/Rental Sales department• Restructured all teams and procedures with streamlined processes, based on international resort standards • Implemented Leading Quality Assurance (LQA) standards• In-depth trainings and developments with the teams as well as configuration of Opera PMS, Opera Cloud and ALICE• Updated amenities for the Suites and Villas with more sustainable and eco-friendly products• Project management for construction and floor-plan structural changes of the Housekeeping Office, Housekeeping storage space and laundry facilities Show less

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  Six Senses Hotels Resorts Spas

  Aug 2023 - Jan 2025

  Director of Rooms

  • Pre-Opening & Opening of the first Six Senses Resort in the Americas• Recruitment and responsibility for a team of 63 including Guest Services, Experiences and Housekeeping• Adaption and implementation of Brand Standards to the local resort operation and environment• Training and development of hospitality unexperienced and experienced staff• Negotiation with and integration of new international and local suppliers and vendors• Monitoring pre-opening budget, creating operational budgets for 2024 and 2025, reviewing P&L after opening• Implementation and configuration of Opera PMS, HubOS, ALICE, OKKAMI, Salto & Beekeeper• Interacting in team activities to engage with the community and promote sustainability Show less