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
Beau Champ, Mauritius
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
Beau Champ, Mauritius
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
Bel Ombre, Mauritius
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
Roches Noires, Mauritius
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
Bel Ombre, Mauritius
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
Poste La Fayette, Mauritius
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