Armelle Duval
Savannah
Summary
I am a passionate and dedicated Director of Rooms at Planning Committee level, in charge of Four Seasons-Mauritius Rooms Division, which consist of Front Desk, Guest Relations, Guest Services, Villa Hosts, Concierge, PABX, Housekeeping, Laundry, Public area, Kids Club and Shops. I take pride in delivering exquisite service to our guests. I possess a strong background in Rooms operations, in-depth understanding of the business and its financial aspects as well as residential component. I have solid leadership abilities and grounded people skills, and I am capable of leading the most complex of teams in the most challenging situation.
Overview
16
16
years of professional experience
Work History
Director of Rooms
Four Seasons
02.2023 - 04.2025
- Builds a motivated and skilled team, leads by example and instils a culture of continuous learning and improvement among employees; actively participates in Employee Relations activities and programmes
- Actively plans and manages the career development of the Rooms Leaders through effective coaching, training and by instilling company values; is concerned for employees' continuous development and personal growth
- Organizes and manages the department in accordance with company philosophy and policies
- Maximizing efficiency and productivity to achieve established goals
- Promotes harmony and positive team spirit among the departments
- Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers
- Directly supervises the Department Heads in the Rooms Division
- Ensures thorough communications and follow-up on any guest or employee requests
- Conduct interviews and trains the staff
- Conducts Performance Reviews of the Rooms Leaders
- Set the yearly goal of the division and ensure it is in line with the Resort Goal
- Resolves customer complaints from all areas of the Resort
- Handling all guests' interactions with the highest level of hospitality and professionalism
- Greet arrival guests and bid farewell upon departure
- Accommodating special requests as and when required
- Resolve glitches by meeting with the guest personally
- Develop relationships with return guests, group contacts and other guests in order to provide personalized service
- Ensure that financial goals of the division and the hotel are being met
- Monitor and control labor expense, and other divisional expenses such as supplies and equipment
- Works closely with Reservations and Revenue team to maximize rate, occupancy and total revenue
- Prepares and assist in Annual Budget and Forecast preparation for the division
- Maintains close relationships with retail tenants and concessions to ensure revenue and expense targets are met
- Makes suggestions that will improve revenue, reduce cost and increase the resort Medallia Score
- Ensure that Four Seasons Service and Culture standards are being met
- Manage and drive the division in a way that supports Four Seasons' Mission and Philosophy
- Support and create programs / initiatives that encourage Leaders development, training and career growth within the Rooms Division
- Play an active role in the Planning Committee
- Engaged along with other Planning Committee members in long-range planning for the Resort
- Take action in all matters related to the safety, security, and well-being of hotel guests and employees
- Demonstrate standards awareness, by setting example for standards execution, standards testing and implementing action plans to achieve established product and service goals
- Prepares annual plans and forecasts, consistently monitors and manages budgetary goals
- Maintains an organized administration of the Division and Leaders records, including rostering and leave planning
- Ensures the Rooms Leaders adhere to the code of conduct and grooming & hygiene standards as per resort and company guidelines
- Conducts daily briefing with the Rooms Leaders and attend monthly departmental meeting of each sections
- Participates in resort meetings as and when required
- Provides regular and fair performance feedback to Rooms Leaders, formally and informally as appropriate
- Be a hands-on leader, assists team in crunch times
- Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
- Prevented overspending by constantly monitoring budgets and payroll records.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- Encouraged mutual trust, respect and cooperation among team members.
- Assessed VIP reservations, amenity orders and resumes for incoming house guests.
- Maintained brand image by monitoring appearance, standards and performance of Rooms Division staff.
- Managed front-of-house budgeting, asset management, supplies and purchasing for profitable, high-performing hotel operations.
Director of Residences
Four Seasons
01.2020 - 01.2023
- In charge of 45 residences units starting from 2 bedrooms to 5 bedrooms with 3 different entities limited use residences, unlimited use residences and private residences
- Establish and execute an annual residential operations plan
- Establish and execute risk management, preventive maintenance, and ongoing regular maintenance plans for the development
- Respond appropriately in the event of any residential emergency or safety situation complying with local codes and ordinances ensuring homeowner and team safety
- Ensure all relevant Four Seasons residential policies and procedures are developed, implemented and actioned
- Direct and supervise all key management in carrying out their operating responsibilities, coordinating efforts, and establishing priorities where necessary
- Manage all purchasing, procurement, and third party contracts on behalf of the residential entity
- Financial Management
- Monitor and review the monthly profit and loss statement of each entity, analyze the results and take action when necessary
- Lead residential budgeting process and annual meetings in accordance with the entity bi-laws
- Control expenses based on HOA budget
- Control all capital and reserve fund expenditures and ensure the proper guidelines are adhered to and projects are completed on a timely basis
- Comprehend and present allocation methods, budget process, and financial reports, with the assistance of the Director of Finance
- Make suggestions for improvements in overall operations with an emphasis on increasing owner satisfaction, revenue and reducing costs
- Conduct regular inspections of exclusive and common area residential spaces, make recommendations for improvements, address deficiencies
- Prepare and execute capital expenditure plan/reserve study plan
- Actively participate in all appropriate committees such as energy conservation programs, safety committees, recycling programs etc
- Ensure the residential facilities are well maintained with respect to Housekeeping and Engineering
- Oversee preventive maintenance and deep cleaning programs such as “Perfect Residences and/or Villa” initiatives; with the Directors of Housekeeping and the Director Engineering's assistance
- Manage all purchasing, procurement, and third party contracts on behalf of the Residential entity
- HOA Management
- Manage and conduct meetings with the , lead HOA budgeting and annual meetings
- Demonstrate an understanding of the fundamental deliverables and items to be actioned as per the governing documents (bi-laws, declaration, rules and regulations etc.)
- Demonstrate an understanding of all legal agreements pertaining to the operation of the residential entities
- Discuss and explain all rules and regulations for Private Residences, Condos, and Residence Club etc
- To homeowners
- Educate owners regarding their entitlements as it relates to their specific ownership
- Residential Services & Lifestyle
- Convey clear instructions, leadership, and guidance to the residential team with the intent to achieve homeowner's satisfaction at the highest level
- Develop and maintain solid working relationships with the developer, Hotel/Resort personnel, and the residential owners through friendly, courteous, and professional demeanours
- Develop and enforce residential service and product quality standards
- Personally meet and interact with owners, review all written owner comments and follow up on any owner service issues or needs
- Represent the interests of the residents, and residential employees in a fair, impartial, and equitable manner
- Implement and develop training programs in all departments to produce in-depth qualified personnel, to ensure continuity of management, and prepare for vacancies and/or transfer requirements
- Complete performance reviews for all residential personnel including management, according to established performance standards
- Educate property team on residential updates, priorities, and programs
- Mentor, lead, and develop talent within the property; facilitate a pipeline of talent for future residential managerial roles
- Rental
- Establish and identify residential priorities and sales opportunities
- Participate in revenue management meetings and strategic decisions to increase residential occupancy and revenue contribution
- While working with Director of Marketing and Corp Director of Residential Rentals, develop and implement the annual residential marketing plan
Hotel Manager
Heritage Resorts
08.2017 - 12.2019
- In charged of 48 residences from 2 to 4 bedrooms all forming part of a rental pool program
- Maximised revenues and achieved budget for the company and home owners
- Familiar with lease agreement
- Leads budget presentation as well as sales and Marketing plan presentation
- Delivered high level of service to customers and home owners
- Looked after and protected Home owner's asset
- Liaised with syndic and contractors in respect of set deadlines
- Developed team members
- Put in place new system to control cost and reduce wastage
- Put in place new arrival system for guests and home owners
- Reviewed communication with Home owners
- Created high staff morale and team spirit
- Part of Sustainable committee.
Resort Manager
Azuri Village
01.2017 - 07.2017
- Implemented rental pool operations
- Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
- Actioned and resolved guest feedback to boost service quality.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Handled guest complaints to protect brand reputation.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
General Manager
Domaine de Belle Riviere
06.2012 - 08.2016
- In charge of 33 residences from 3 to 7 bedrooms
- Maximised rental revenues and achieved budget for the company and home owners
- Delivered high level of service to customers and home owners
- Looked after and protected Home owner's asset
- Liaised with syndic and contractors in respect of set deadlines
- Developed team members
- Put in place rental program for Home owners
- Set up all rental procedures for the staff
- Implement operating procedures
- Created high staff morale and team spirit
- Conduct regular training with staff
- Attend trade fairs to market the residences for Home owners
- Liaise with suppliers and contractors in respect of set deadlines
- Conduct all potential buyers visits.
General Manager
Sankhara Luxury Villas
07.2009 - 05.2012
- Maximised rental revenues for owner
- Delivered high level of service to customers and owner during his visit
- Looked after and protected owner's asset
- Liaised with contractors, project manager and interior designer for completion of project
- Developed team members
- Put in place rental program
- Set up all rental procedures for the staff
- Implement all operating procedures
- Created high staff morale and team spirit
- Attend trade fairs to market the residences for the owners
- Liaise with suppliers and contractors in respect of set deadlines
- Conduct regular training with staff.
Education
Diploma of Higher Education - Hotel Management
Hotel School Mauritius
Skills
- Coaching and training
- Budgetary control
- Target driven
- Adept team leader
- Employee development
- Room inspection expertise
- Service operations management
- Customer relations expertise
Name & contact
Languages
English
Fluent
French
Fluent
Personal Information
Timeline
Director of Rooms
Four Seasons
02.2023 - 04.2025
Director of Residences
Four Seasons
01.2020 - 01.2023
Hotel Manager
Heritage Resorts
08.2017 - 12.2019
Resort Manager
Azuri Village
01.2017 - 07.2017
General Manager
Domaine de Belle Riviere
06.2012 - 08.2016
General Manager
Sankhara Luxury Villas
07.2009 - 05.2012
Diploma of Higher Education - Hotel Management
Hotel School Mauritius
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