Norbert Éberling

Experience

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  Melati Beach Resort and Spa

  Mar 2015 - Apr 2017

  • Directed the Recreation team ensuring smooth operation of the Fitness Center, Kids Club, daily sport & leisure activities, and excursions, reporting directly to the Hotel Manager• Ensured that the international security rules and regulations are practiced at the hotel premises, with a main focus on the Swimming Pools and Fitness Centre areas.• Started private boat trips with direct beachfront pickups from the resort • Ensured the Development of employees by applying a high standard level of spoken English.• Supported all Guest Service departments by observing and reviewing the level of English used ensuring smooth operation. • Actively participated in operational tasks to improve guest satisfaction

  • Recreation and Guest Relations Manager

    Feb 2016 - Apr 2017

  • English Coach for Operations

    Mar 2015 - Feb 2016
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  Muang Samui Group

  Apr 2017 - Nov 2018

  Group Guest Relations Manager

  • Managed, directed, and supervised the Guest Relations operation of two (53 and 79 rooms) five-star Beach Resorts, reporting directly to the Group Resort Manager• Increased the average room rate by 3-5% by creating a recognition program for guests, resulting in enhanced direct bookings.• Liaised directly with Sales and Reservation departments enhancing direct reservations and returning guests volume• Handled all customer requests and feedback; including the response of online reviews, analytics, and planning; enhancing high-level guest satisfaction rate• Managed to improve the Resort’s TripAdvisor ranking by implementing the necessary changes, from 46th to 24th place within 1,5 years. Show less

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  Accor

  Nov 2018 - Dec 2020

  Front Office Leader

  • Reported directly to the Rooms Division Manager as Front Office Leader, filling the function of a Front Office Manager managing a team of 12 associates in the Accor MGallery Collection in Budapest. (80 key city hotel)• Acted as substitute in the absence of the Rooms Division Manager• Enhanced and analyzed the online reputation of the hotel, by actively responding to online reviews besides engaging and building trust-based relationships with guests.• Accor storytelling day award winner• Supervised and performed Night Audit tasks for accurate accounting of the Front Office Operation Show less

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  Home

  Jan 2021 - Apr 2022

  Father, husband and online English Coach
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  Outrigger Hospitality Group

  May 2022 - now

  Managing the Front Office and Club Lounge operations of a 146 key beach resort.Manager of the Quarter Q2, 2023 Colonial Thai style resort with 146 guest rooms and suites including interconnecting and family suites, an all day dining and a beach front family beach club restaurant, activity and kids club facilities.Responsible for setting up the front office operations, including SOPs, hiring manpower, and cooperating with General Manager to ensure all guest service areas are up to company standards

  • Front Office Manager

    Aug 2022 - now

  • Front Office Manager (Pre-Opening)

    May 2022 - Aug 2022