Francisco Vasconcellos

Experience

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  Shangri-La Hotels and Resorts

  Jan 2004 - Jan 2006

  Guest Service Agent/ Horizons Club Lounge Host

  Scope of role:• Providing exclusive service to the hotel’s VIPs at the Club Lounge in both Front Office and Food and Beverage functions.• Preparing for guest arrivals and checking guests in and out. • Looking after guest’s personal requests and needs.• Effective complaint handling.• Training and supporting new employees.• Assisting the Guest Relations department with VIP escorting and room shows.

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  InterContinental Hotels Group (IHG®)

  May 2007 - Mar 2013

  Scope of Role:• Provide leadership and manage all aspects of Front Office Operations: Assistant Managers, Night Audit, Front Desk, Concierge, Valet, Telephones, Club Lounge.• Manage and direct a team of 8 managers and assistant managers on their professional development and delegated projects related to guest services, employee engagement, responsible business and financial returns.Achievements:• 25% increase in Front Office engagement scores in 2012 Employee Engagement scores.• Develop and implement procedures and processes for the newly opened Club Lounge.• Mentor to Crowne Plaza Darwin’s 2011 and 2012 Employee of the Year award recipients.• Direct report recognised by AHA NT at the annual Awards for Excellence 2012: Best Front of House Employee.• Rated #1 Hotel in Darwin on Trip Advisor with several mentions of Front Office employees providing a smooth arrival experience and the friendly attitude of staff. Show less Scope of Role:• Oversee the service delivery of corporate and leisure events ensuring all delegates experience outstanding service, achieved through:• Contribute to internal briefings on upcoming events and pre-conference meetings with conference organisers.• Ensure event orders contain all relevant event information and requests and make suggestions to better enhance customer experience and ensure efficient operation.• Ensure Food and Beverage offerings are of outstanding quality, providing feedback to other departments.• Gather, distribute and discuss delegate feedback.• Supervise cocktail parties, weddings and social dinners.• Recruit, oversee training, coach and carry out performance management on staff.Achievements:• Successfully coordinated and managed several week-long residential conferences for up to 250 delegates.• Acted as F&B Manager Jul-Sep 2010 in the absence of both F&B Manager and Restaurant and Bars Manager: overseeing all F&B Operations including Conferencing, Bar, Restaurant, Room Service and Minibar.• Developed a cross-training program that up-skilled all F&B service colleagues• 2010 Employee Engagement Survey (Food & Beverage) – 89% of employees fully engaged. Show less Scope of Role:• Oversee daily hotel operations and liaise with Department Heads to ensure the smooth running of guest services and delivery of brand standards.• Organise the pre-stay, arrival, meet and greet and departure of high profile guests, including dignitaries of state.• Manage airline crew group bookings, delayed departures and disrupted flights.• Rooms controller – manage inventory, VIP upgrades, blocks and overbooking situations. • Priority Club Rewards Champion.• Prepare and control departmental rosters to achieve effective labour costs.• Plan and run departmental meetings to ensure effective communication and employee engagement.Achievements:• Acted as Executive Housekeeper for a month full time and three months part time. Achieved outstanding “cleanliness of guest rooms” scores in guest surveys and had room attendant productivity on budget.• Supervised Front Office operations during an Opera 4.0 (PMS) upgrade – 48 hours of downtime with no glitches and minimal disruption to guest services.• Achieved record Priority Club Rewards enrolments following an incentive program launched to revitalise and improve Front Desk operations after a period of decline. New enrolment initiatives highlighted as best practice by IHG Head Office and shared within the company.• Successfully mentored the Concierge team (most specifically assisting an employee to transition from being performance managed to receiving the Employee of the Month Award).• Employee of the Quarter – Q3 2008. Show less

  • Front Office Manager - Crowne Plaza Darwin

    May 2011 - Mar 2013

  • Crowne Meetings Service Manager - Crowne Plaza Darwin

    Apr 2010 - May 2011

  • Assistant Manager - Front Office - Crowne Plaza Darwin

    Jan 2008 - Mar 2010

  • Assistant Night Manager - Holiday Inn Darwin

    May 2007 - Dec 2007
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  IHG Hotels & Resorts

  Jun 2013 - May 2018

  Scope of Role:• Oversee daily hotel operations and liaise with Department Heads to ensure the smooth running of guest services and delivery of brand standards.Achievements:• Developed and facilitated a face-to-face training course and suite of resources for ‘True Hospitality’ to enhance service delivery at the hotel. This was rolled out to all colleagues and implemented regionally following outstanding feedback from executive team.• Contracted to deliver face-to-face ‘True Hospitality’ training at Crowne Plaza Queenstown, NZ.• Proactively developed two comprehensive on-boarding programs and associated resources designed to enhance the ‘Room to have a great start’ colleague experience in Front Office and Food & Beverage. Show less Scope of Role:• Contribute to the hotel’s strategic decision-making processes as a member of the senior leadership team.• Develop the capabilities of the Front Office department through effective recruitment, on-boarding, training, development and succession planning.• Oversee and manage guest services through the adaptation of industry best practices and compliance with operational policies and procedures.Achievements:• Developed and executed a comprehensive learning and development plan which included on-boarding programs, training initiatives (online and face to face) coaching and mentoring. This led to a 20% increase in colleague satisfaction with training and development initiatives in the Front Office team in 2014.• Created of a front desk upselling program which delivered $150,000 in incremental revenue in year one.• Demonstrated effective stakeholder engagement in order to implement several IHG best practices into a franchised hotel, winning support for ideas from key stakeholders and driving positive change across the hotel. • Implemented the 'China Ready' program at the hotel, which included the facilitation of 12 face to face training sessions for Hotel's Executive Team and all guest-facing colleagues.• Developed an on-boarding framework which included training plans, standard operating procedures and skills verification checklists for all Front Office roles.• Successfully merged the Concierge and Front Desk functions, followed by a comprehensive transition training program to improve the department’s service capability.• Designed robust staff training on guest communication and service recovery strategies in preparation for a period of extensive internal renovations. Impact on guest experience score remained consistent through refurbishment. Show less

  • Assistant Manager (Casual) - InterContinental Sydney Double Bay

    Nov 2015 - May 2018

  • Front Office Manager - Holiday Inn Darling Harbour

    Jun 2013 - Oct 2015
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  Study Matters Australia

  Jul 2015 - Jul 2018

  Co-Founder | Director

  Scope of Role:• Lead product design including learning management system sourcing and development, website development and systems integration, service offering design and online marketing.• Manage business planning, company finances and business development.• Deliver services to students, including the facilitation of online workshops and coaching sessions.Achievements:• Designed SMA’s coaching strategy, framework and materials, considering the diverse needs of target clients.• Developed and delivered various coaching sessions, online modules and workshops to a variety of students transitioning to tertiary studies in Australia. • Developed SMA’s technology strategy designed to streamline business processes and facilitate clients’ learning and engagement. This included the creation of an innovative and interactive environment comprised of various integrated technology solutions, including Squarespace, Matrix LMS, Zoom, Wufoo and Xero.• Sourced and developed SMA’s learning management system. Show less

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  International College of Management Sydney (ICMS)

  May 2018 - Jul 2022

  Scope of Role:• Engage with key stakeholder groups across organisation as the UG representative, implementing required initiatives and communicating requirements to Program Managers.• Develop and present a range of academic reports to governance committees, implementing recommendations across Undergraduate programs.• As a member of the senior academic leadership team, contribute to the development of the institution’s Learning and Teaching strategic plan, policies and procedures.• Implement new Articulation and Pathway agreements, monitoring the progression of students.• Engage with new and existing international partners in implementing/reviewing pathway agreements. • Manage the learning of ICMS’ largest cohort (Business and Entrepreneurship) through the execution of the learning and teaching plan, standards and policies, and continuous collaboration with key stakeholder groups.• Engage academic stakeholders, such as lecturers, subject leads and course coordinators, in driving learner outcomes through the practical implementation of various adult learning principles and methodologies.• Lead subject matter experts responsible for the design, delivery and evaluation of Business and Entrepreneurship subjects, including: Leadership, Business Communication, Cross-Cultural Management, Ethics, Law, Strategic Management, Project Management, Innovation, Human Resources, Accounting and Economics..Achievements:• Achieved 98% student retention through pandemic outbreak, following the agile execution of online learning strategy in Business and Entrepreneurship faculties. This involved the training and mentoring of lecturers, strong communication with students through ambiguous times and early engagement evaluation once transition took place. Show less Scope of Role:• Lecturer in High Performance Leadership; Career Planning and Strategy; Applied Leadership; Human Resources Management; Hospitality, Tourism and Events.• Facilitate the learning of students from a diverse range of backgrounds through the development of innovative and engaging learning experiences. Achievements:• ICMS Award for teaching excellence – February 2018, based on consistently high student satisfaction scores. • Designed, delivered and evaluated leadership development workshops for incoming senior students.• Developed the ‘High Performance Leadership’ subject aimed at harnessing leadership, coaching/mentoring and positive psychology skills through innovative teaching methodologies, including the incorporation of online teaching technologies such as Zoom, Padlet and Mentimeter to drive engagement and learning outcomes.• Reviewed and redeveloped the ‘Applied Leadership’ subject, which included the external sourcing of Gallup CliftonStrengths, allowing students to reflect on their leadership experience and potential. Student ‘subject unit evaluation’ improved from 2.4 to 4.1 in 2019. Show less Scope of Role:• Manage the learning of ICMS’ largest cohort (Business and Entrepreneurship) through the execution of the learning and teaching plan, standards and policies, and continuous collaboration with key stakeholder groups.• As a member of the senior academic leadership team, contribute to the development of the institution’s Learning and Teaching strategic plan, policies and procedures.• Engage academic stakeholders, such as lecturers, subject leads and course coordinators, in driving learner outcomes through the practical implementation of various adult learning principles and methodologies.• Lead subject matter experts responsible for the design, delivery and evaluation of Business and Entrepreneurship subjects, including: Leadership, Business Communication, Cross-Cultural Management, Ethics, Law, Strategic Management, Project Management, Innovation, Human Resources, Accounting and Economics..Achievements:• Coordinated the accreditation of 21 new undergraduate courses, which delivered innovative learning curriculum, new graduate capabilities, robust course learning outcomes and 70 subjects.• Managed the content development, launch and evaluation for four new programs: Bachelor of Business (BBus), BBus (Entrepreneurship), BBus (Accounting) and BBus (Fashion & Global Brand Management).• Developed business proposal ‘Implementing a Strengths development culture at ICMS’, aimed at incorporating external tools to harness strengths development through undergraduate programs, as well as the ICMS corporation. Show less

  • Senior Academic Program Manager (Business and Entrepreneurship)

    Oct 2020 - Jul 2022

  • Lecturer

    Jun 2017 - Jul 2022

  • Academic Program Manager (Business and Entrepreneurship)

    May 2018 - Sept 2020
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  Lifeology

  Jul 2022 - now

  Performance Coach - Royal Australian Navy

  Support Australian Defence Force leaders in developing awareness to be the best they can be, helping them reach their ultimate potential to grow, change and be extraordinary leaders.

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  FVL&D

  Jan 2023 - now

  Learning and Development Consultant / Executive Coach