Ladina Westermann

Experience

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  BINDELLA terra vite vita SA

  Oct 1997 - Jun 2000

  Restaurant Manager / Assistant Restaurant Manager
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  The Hudson Hotel, New York - Morgan Hotel Group (prev. Ian Schrager Hotels)

  Jul 2000 - Jan 2002

  Assistant Restaurant Manager / Assistant Front Office Manager - Pre-Opening Team

  Assistant Restaurant Manager Hudson Cafeteria – Jeffrey Chodorow (4.2001-1.2002)Assistant Front Office Manager/Pre-Opening Team (7.2000 – 3.2001)- Pre-opening duties such as hiring and training of opening team- Implementation of company systems and standards- Lead instructor in Rooms Division - Preparation and set-up of Front Desk area for opening- Management of 55 employees at Front Office- Responsible for rotas and payroll for the Rooms Division Team

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  Relais & Chateaux The Point, Saranac Lake, NY USA

  Feb 2002 - May 2004

  Maître d'Hotel (F&B Manager)

  Exclusive resort hotel with 11 rooms- Hosting and coordination of all guests and all departments- Guest services and guest animation- Hiring, training and management of 12 team members- Development of wine offerings and purchasing, monthly wine inventory- Monthly rotas, project development and realization - Assistance during service hours

• 

  Swissôtel Zurich

  Jun 2004 - Oct 2007

  Rooms Division Manager

  - Managing a team of 90 employees in Front Office and Housekeeping- Hiring, coaching and training new team members- Yearly appraisal interviews with all team members- Supporting Executive Housekeeper in all duties- Responsible for the education of all commercial apprentices and hotel school trainees- Yearly budget preparation for the Rooms Division department and monthly expense management- Responsible for Amrita Wellness Center- Supporting the team in daily duties Show less

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  Swissôtel Hotels & Resorts

  Nov 2007 - Jun 2013

  Director Rooms Division

  - Ensuring development, communication and implementation of all standards in Housekeeping, Front Office and Spa Operations in existing hotels and new builds- Task force assignments for new openings and need hotels - Development and implementation of the Pürovel Spa & Sport brand and the conversion of existing spas in several hotels - Ensuring awareness and compliance with Swissôtel Standards and the overall business strategy in all hotels- Development of departmental strategy: defining guest touch-point processes, establishing product and service standards, development of necessary tools such as a fun and interactive e-learning platform, a Rooms Division movie, training and monitoring the performance of our Rooms Division departments worldwide- Establishing a “worldwide champions system” to support the company in driving forward- Creation of new concepts to move the Rooms Division to the forefront of its competitors through the development of core competencies- Creating a culture of continuous improvement: service quality, process efficiency and effectiveness- Definition of specifications for new builds and existing hotels, as well as the procurement process for opening hotels- Supporting the process of ISO certification and monitoring the documentation of all processes to comply with ISO certification requirements and internal company standards- Close monitoring of monthly results of the loyalty program (Swissôtel Circle), guest satisfaction program (Market Metrix) and mystery shopper program (Leading Quality Assurance) - Responsible for yearly budgeting and expense controlKey Achievements:- Swissôtel uniform concept creation and implementation for Swissôtel Sochi Kamelia Russia and Swissôtel Zürich, Switzerland- Development and implementation of a Rooms Division movie, training films and interactive learning platform - Champions Network Rooms Division: development and implementation in four different regions worldwide Show less

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  FRHI Hotels & Resorts

  Jul 2013 - May 2015

  Director Operations Support, Europe

  - Operational support for all three brand properties in the region- Close collaboration with brand core teams to deploy and assess brand standards- Close collaboration with Senior Vice President Operations, Regional Vice Presidents and General Managers to maximize revenues, cash flow and financial performance- Assisting in budgeting and strategic planning process, expense management, including CAPEX, for all properties- Reviewing opportunities to improve operational processes, ensuring efficiency and effectiveness, and utilizing best practices to drive improved performance, especially with key and need properties- Regional champion for Guest Satisfaction Program (JDPower), Mystery Shopper Program (LQA) and Colleague Engagement Survey (CES/Kenexa); leading initiatives to support hotels in their continuous improvement process and ensuring operational processes are in place- Strong communication and support for the hotels, including regular conference calls and performance reviews- Close collaboration with regional training team to close training gaps in all areas- Approving candidates for operational key positions, including regional induction training and orientation on brand standards- Supporting Design & Construction Team and Hotel Integration Team in planning, pre-opening and opening duties- Task force assignments for new openings, conversions and need hotels Show less

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  Universitätsspital Zürich

  Nov 2015 - now

  - Project management in selected projects and assignments with medium and long-term orientation- Coaching and consulting activities / support of the line with expertise in project and process management and methodological competence- Ensuring a strategy-compliant management and further development of the project organization (project management, process, controlling and implementation) according to the project management methodology of the USZ- Ensuring a strategy-compliant management and further development of the main process Hospitality Management according to the process methodology of the USZ- Implementation and further development of the continuous improvement process through evaluation of the project, audits, standardization and ensuring the implementation of improvement processes.- Support of the management of the division in the preparation of decision-making for the hospital management and the hospital council- Budget and target responsibility within the projects- Interim Assistant Deputy Head of the Hospitality Division Show less

  • Department Head Hospitality Services for Patients

    Nov 2019 - now

  • Project Leader Hospitality

    Nov 2015 - Nov 2019