Summary
Overview
Work History
Education
Skills
Personal Information
Qualifications And Achievements
Timeline
Generic
Tobias Schreiner

Tobias Schreiner

Director Of Operations
Hong Kong

Summary

Versatile Director of Operations with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in ultra luxury hospitality and aviation industry.

Overview

19
19
years of professional experience
3
3
years of post-secondary education

Work History

Director of Operations

Rosewood Miyakojima
08.2024 - Current
  • Coordinate and manage the day-to-day operations of the hotel. Attending and participate in all strategic, senior level and operational meetings and events.
  • Provide leadership and management for all operational hotel personnel: directly for three key management personnel and indirectly for management, non-management personnel.
  • Recruit, select, train, coach, counsel, recognize and retain direct reports.
  • Stay informed of current trends and industry best practices within area of responsibility. Communicate important and pertinent information to management and colleagues.
  • Develop and implement strategies to maximize revenue through all points of sale.
  • Monitor and justify expenditures by departments to ensure budgetary guidelines are met.
  • Deal with suppliers and negotiate on behalf of ownership.
  • Work alongside Sales & Marketing team to develop the hotels strategy and positioning.
  • In charge of budgeting and expense planning.

Assistant Director of Rooms (Acting Director of Rooms)

Rosewood Hong Kong
07.2023 - 08.2024
  • Overseeing the Rooms experience including Front Office and Housekeeping, working with each Head of Department to ensure a seamless guest experience.
  • Ensuring Rosewood brand standards have been implemented and colleagues deliver the brand promise, consistently providing exceptional levels of service to our guests.
  • Developing managers through appropriate training, coaching, and mentoring.
  • Maximizing the revenue of each division and efficiently managing costs in collaboration with the Head of Departments.
  • Coordinating the preparation of the Annual Business Plan for Rooms.
  • Strategically analyzing business performance to facilitate accurate and meaningful forecasting.
  • Regularly evaluating local, national and international market trends, vendors and other hotel operations to make sure that the hotel’s own operations remain competitive and cutting edge.
  • Ensuring that Rooms activities are aligned with the respective strategy.
  • Working closely with Leaders/Managers in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
  • To represent the Rooms function on the hotel's Executive Committee in the absence of the Director of Rooms.

Assistant Director of Food & Beverage

Rosewood Hong Kong
07.2021 - 06.2023
  • Developing and Maintaining Food and Beverage/Culinary Goals.
  • Setting expectations and holds food and beverage leadership team accountable for demonstrating desired service behaviors.
  • Reviewing financial reports and statements to determine how Food and Beverage is performing against budget.
  • Making recommendations for CAPEX funding of food and beverage equipment and renovations in accordance with brand business strategy.
  • Work with food and beverage leadership team to determine areas of concern and develops strategies to improve the department’s financial performance.
  • Establishing challenging, realistic and obtainable goals to guide operation and performance.
  • Striving to improve service performance.
  • Developing and Maintaining Budgets.
  • Developing and managing Food and Beverage budget.
  • Monitoring the department’s actual and projected sales to ensure revenue goals are met or exceeded and opportunities are identified and addressed.
  • Ensuring cash control and liquor control policies are in place in food & beverage areas and followed by all related employees.
  • Focusing on maintaining profit margins without compromising guest or employee satisfaction.
  • Leading Food and Beverage/Culinary Team.
  • Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encouraging and building mutual trust, respect, and cooperation among team members.
  • Achieving and exceeding goals including performance goals, budget goals, team goals, etc.
  • Serving as a role model to demonstrate appropriate behaviors.
  • Developing means to improve profit, including estimating cost and benefit, exploring new business opportunities, etc.
  • Identifying opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
  • Ensuring that regular, on-going communication occurs in all areas of food and beverage (e.g., pre-meal briefings, staff meetings, culinary team).
  • Establishing and maintaining open, collaborative relationships with direct reports and entire food & beverage team. Ensures direct reports do the same for their team.
  • Developing a food and beverage operating strategy that is aligned with the Rosewood brand’s business strategy and leads its execution.
  • Identifying the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills.
  • Staying aware of market trends and introduces new food and beverage products exceed customer expectations, generate increased revenue and ensure a competitive position in the market.
  • Ensuring Exceptional Customer Service.
  • Providing services that are above and beyond for customer satisfaction and retention.
  • Finding ways to improve and elevate service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Reviewing findings from comment cards and guest satisfaction results such as TrustYou and TripAdvisor with F&B team and ensure appropriate corrective action is taken.
  • Reviewing comment cards, guest satisfaction results and other data to identify areas of improvement and work closely with the F&B team as well as cross departmental.
  • Empowering employees to provide excellent guest service.
  • Estimating of cost and benefit ratio, maintaining balance between profit and service satisfaction.
  • Sharing plans to take corrective action based on comment cards and guest satisfaction results with property leadership.
  • Managing and Conducting Human Resource Activities.
  • Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Coaching and supporting food & beverage leadership team to effectively manage wages, food & beverage cost and controllable expenses (e.g., restaurant supplies, uniforms, etc.).
  • Hiring food & beverage leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
  • Setting goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
  • Ensuring that expectations and objectives are clearly communicated to subordinates; subordinates are also open to raise questions and/or concerns.
  • Bringing issues to the attention of T&C as necessary.
  • Ensuring employees are treated fairly and equitably.
  • Coaching team by providing specific feedback to improve performance.

Assistant Director of Food & Beverage

Park Hyatt Saigon
11.2019 - 07.2021
  • Very similar responsibilities to my ADOFB role at Rosewood Hong Kong (see above)

Manager New York Grill & Bar

Park Hyatt Tokyo
07.2018 - 11.2019
  • Fully responsible for Business plan / assumptions and departmental expenses.
  • Forecasting / Budgeting.
  • Competition checks.
  • Recruitment of Food & Beverage employees.
  • In charge for the Guest Experience team for all F&B outlets at Park Hyatt Tokyo.
  • Responsible for the English development and trainings for Japanese associates.
  • In charge for Music and entertainment at Park Hyatt Tokyo.
  • Leading a team of 55 associates.
  • Dealing with beverage suppliers and finalizing contracts.
  • Training for employees.
  • Side projects for Hyatt Headquarters.

Manager Guest Experience & Service Delivery Airports and Lounges

Etihad Airways
09.2017 - 06.2018
  • Company Overview: Abu Dhabi Head Office
  • As Manager Guest Service Delivery I add immediate value by building a seamless and consistent service and hospitality culture within the Etihad Airways guest facing teams. My role includes supporting and delivering the end to end service delivery, standards and hospitality operational strategy; measuring and driving consistency in service delivery and hospitality standards to ensure that the product, services and overall guest experience is consistently and seamlessly delivered, and in accordance to safety standards, resulting in increased guest satisfaction and loyalty.
  • Build a seamless and consistent service and hospitality culture within the Etihad Airways guest facing teams.
  • Define and develop the service concepts, service design and hospitality concepts as well as subsequent service and hospitality standards.
  • Influence the development of product and services in liaison with the Guest Experience team.
  • Define the training strategy and framework for the service and hospitality.
  • Define the recruitment criteria. Work closely with recruitment, training and operations teams through the recruitment process.
  • Leading the Service Delivery & Hospitality work streams as part of the development of the Midfield Terminal concept.
  • Defining Service Standards for all Etihad Lounges globally as well as the First and Business class Lounges in Abu Dhabi.
  • Monitoring guest feedback and opportunities to develop the guest experience/ service in keeping with the continuous improvement framework. Conduct quality assurance checks to validate consistent service delivery.
  • Abu Dhabi Head Office

Manager Airport Services

Etihad Airways
09.2016 - 09.2017
  • Company Overview: Abu Dhabi Head Office
  • Managing projects for Etihad Global stations to improve Business efficiency.
  • Developing Standards and Procedures for Business improvements and solutions such as on time Performance, accurate Baggage loading, Ancillary Revenue opportunities.
  • Maintaining relationships with Area and Regional Managers for Global Airports.
  • Defining and manage a set of performance measures in line with corporate KPI’s and Service Level Agreements.
  • Developing station profiles of the Global Airports identifying strengths and weaknesses at a trend level.
  • Supporting Area and Airport managers in order to Drive performance.
  • Ensuring process compliance in line with corporate manuals and mandatory regulatory requirements (e.g. IGOM, ERT) and Audit (e.g. S&Q, IOSA, ISAGO).
  • Champion Global Airports within the head office environment and represent on working groups as required.
  • Proactively seek to provide operational performance solutions that are targeted and address specific areas of improvement.
  • Supporting new start up stations and provide Airport Managers with the necessary documentation and mentoring to understand and manage within the Etihad Airways framework.
  • Establishing and manage weekly conference calls with airports to track action plans inline with KPI requirements.
  • Organizing and Coordinating central resource in order to best align with requirements.
  • Collating monthly reports and dashboards that allow the business to own and maintain complete awareness of relevant trends using VLY data.
  • Engaging with and influence policy/procedures in order to ensure they are fit for purpose.
  • Embed ‘Quality Count’ (Excellent Etihad Airways) performance management tool to score and reward stations and GHA’s for good performance – Most improved / Best in league tables and results.
  • Using data to act as trouble shooter and engage as required with Airports globally.
  • Embed and manage a network compliance matrix to track both Operational and compliance performance.
  • Establishing a Local Procedure Manual template for Global Airports.
  • Projects with Hub Management team at Abu Dhabi Airport to improve the Guest Experience.
  • Abu Dhabi Head Office

Graduate Manager Airport Operations

Etihad Airways
11.2014 - 09.2016
  • Company Overview: Abu Dhabi Hub and Phuket / Thailand International Airport
  • Manage all day-to-day operational challenges, including check-in, operations, safety and security, disruption handling and service recovery in accordance with corporate procedures.
  • Establish and maintain excellent relationships with colleagues from other airlines.
  • Direct, supervise and co-ordinate the Etihad GSA (Ground Service Agent) and the GHA (Ground Handling Agent) to ensure that efficient pre-flight editing, guest and baggage check-in procedures are properly taken care of.
  • Direct GSA (Ground Service Agent) staff in handling guests for irregularities or invalid documents and dealing with excess baggage.
  • Brief staff on Local Emergency Procedures, and any other procedural updates of the company to ensure safety and security.
  • Take decisions at all times on the manner delayed flights are handled with focus in coaching front line staff on service level and performance during a regular situation using actual case studies as an example.
  • Establish and manage sound working relations with all internal and external stake holders.
  • Ensure all Airport personnel and passenger handling staff are properly trained and currently qualified in accordance with all relevant regulations.
  • Dealing and analyzing complaints about passenger handling at Airport.
  • Manage all Staff performance and development including training, coaching, mentoring and succession planning.
  • Abu Dhabi Hub and Phuket / Thailand International Airport

Food and Beverage Manager

Etihad Airways
07.2012 - 10.2014
  • Company Overview: Abu Dhabi
  • In charge of service delivery for Business Class.
  • Leading a team of multicultural individuals involving guiding, training, developing and motivating them to provide remarkable hospitality.
  • Ensuring 100% guest satisfaction.
  • Providing excellent service, ensuring the safety of guests.
  • Aviation Safety and Security.
  • Conducting assessments for cabin crew.
  • Submitting onboard cabin reports to better future flights.
  • Working closely with the catering department providing offload analysis to understand the guest needs better for each destination.
  • Abu Dhabi

Service & Hospitality Trainer

Etihad Airways
02.2014 - 09.2014
  • Company Overview: Abu Dhabi
  • Conducting in depth Service and Hospitality Trainings / Standards for Etihad’s Economy, Business, First and The Residence class.
  • Training of 5000+ Cabin Crew.
  • Encouraging, inspiring and motivating the frontline staff.
  • Setting up new Service standards on board.
  • Practical Trainings of Service and Phraseology.
  • Abu Dhabi

Outlet Manager

Hyatt Capital Gate
05.2011 - 06.2012
  • Company Overview: Abu Dhabi
  • Fully responsible for Business plan / assumptions and departmental expenses.
  • Forecasting / Budgeting.
  • Competition checks.
  • Recruitment of Food & Beverage employees.
  • Leading a team of people from diverse backgrounds.
  • Dealing with beverage suppliers and finalising contracts.
  • Training for employees.
  • Side projects for Hyatt Headquarters in Chicago.
  • Abu Dhabi

Assistant Outlet Manager in charge “The Kitchen” all day dining Restaurant

Hyatt Regency Dubai
11.2009 - 04.2011
  • Managed the outlet in day to day operation.
  • Daily 500+ covers.
  • Leading a team of 25 multicultural employees.
  • Managed training for all employees.
  • Development plans for employees.
  • Employee appraisals.
  • FF&E planning.
  • Payroll and Cost Control.
  • Managing Project for Food & Beverage events in the Hotel.
  • “Champion” of Guest satisfaction surveys.
  • Staff rosters.
  • Forecasting and budgeting for the restaurant.
  • Recruitment and selection.
  • Voted Employee of the Year 2010 at Hyatt Regency Dubai amongst 700+ employees.

Team Leader Food & Beverage “The Bar”

Hyatt Regency Dubai
07.2008 - 10.2009
  • In charge for inventory.
  • Responsible for people development.
  • Daily training sessions with fellow employees.
  • Representing the outlet in monthly Profit and Loss meetings.
  • Working with Marketing department to promote the outlet.
  • Attended Barkeeper competitions in Dubai.
  • Supporting other outlets when required.

Task Force

Grand Hyatt Berlin
07.2006 - 08.2006
  • Company Overview: Germany
  • Supporting the fine dining VOX Restaurant and Bar team during the Film Festival “Berlinale”.
  • Germany

Education

Diploma - Hotel Management

Hotel School Cologne
08.2005 - 07.2008

Skills

Strategic planning and execution

Process improvements

Leadership training

Process improvement

Operational efficiency

Performance analysis

Workforce planning

Cost control

Quality assurance

Financial controls implementation

Teamwork and collaboration

Personal Information

Date of Birth: 07/31/85

Qualifications And Achievements

  • IATA Certificate in Airlines Introduction
  • IATA Certificate in Airline Customer Service
  • IATA Certificate in Aviation Ground Handling Management
  • IATA Certificate in Airport Management
  • Certificate of Achievement Cross Cultural Communication & VIP Protocol
  • Project Management internal course with Etihad Airways

Timeline

Director of Operations

Rosewood Miyakojima
08.2024 - Current

Assistant Director of Rooms (Acting Director of Rooms)

Rosewood Hong Kong
07.2023 - 08.2024

Assistant Director of Food & Beverage

Rosewood Hong Kong
07.2021 - 06.2023

Assistant Director of Food & Beverage

Park Hyatt Saigon
11.2019 - 07.2021

Manager New York Grill & Bar

Park Hyatt Tokyo
07.2018 - 11.2019

Manager Guest Experience & Service Delivery Airports and Lounges

Etihad Airways
09.2017 - 06.2018

Manager Airport Services

Etihad Airways
09.2016 - 09.2017

Graduate Manager Airport Operations

Etihad Airways
11.2014 - 09.2016

Service & Hospitality Trainer

Etihad Airways
02.2014 - 09.2014

Food and Beverage Manager

Etihad Airways
07.2012 - 10.2014

Outlet Manager

Hyatt Capital Gate
05.2011 - 06.2012

Assistant Outlet Manager in charge “The Kitchen” all day dining Restaurant

Hyatt Regency Dubai
11.2009 - 04.2011

Team Leader Food & Beverage “The Bar”

Hyatt Regency Dubai
07.2008 - 10.2009

Task Force

Grand Hyatt Berlin
07.2006 - 08.2006

Diploma - Hotel Management

Hotel School Cologne
08.2005 - 07.2008

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Tobias SchreinerDirector Of Operations