Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Affiliations
Languages
Timeline
Generic

Jade Elodie Bissessur

Albion

Summary

Dynamic Learning and Development Manager with a proven track record at The St. Regis Le Morne Resort, specializing in luxury service and operational management. Successfully led training initiatives that elevated brand standards, achieving Forbes Four-Star recognition. Expert in performance evaluation and effective communication, fostering a culture of excellence and continuous improvement.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Learning and Development Manager

The St. Regis Le Morne Resort Mauritius
Le Morne
02.2025 - Current
  • Played a key role as part of the Brand Conversion Team overseeing the successful rebranding of JW Marriott Mauritius Resort into The St. Regis Le Morne Resort Mauritius.
  • Led and facilitated all training programs related to St. Regis brand immersion, culture transformation, and luxury service mindset across all departments.
  • Delivered dynamic training sessions on the St. Regis rituals, Butler Service ethos, and elevated brand standards to align team mindset with the expectations of the ultra-luxury positioning.
  • Ensured seamless integration and onboarding of new and existing associates with structured induction programs that reinforced the brand identity and values.
  • Designed and implemented a structured Supervisory Development Program, empowering high-potential associates and new leaders with essential leadership, communication, financial management, people management , IT and operational management skills.
  • Conducted regular training and grooming audits to assess and uphold luxury service standards in alignment with Marriott International’s Learning & Development guidelines.
  • Monitored departmental training activities and coached Departmental Trainers to maintain consistent quality in on-the-job training delivery.
  • Developed the annual L&D strategy and training calendar in alignment with organizational goals, and ensured reporting, budget tracking, and optimization of resources.
  • Supported the resort’s performance management initiatives and collaborated closely with HR and HODs to identify high-potential talent and development opportunities.
  • Coordinated with local institutions for effective internship programs and talent pipeline development.

Operational Excellence Manager

JW Marriott Mauritius Resort
Le Morne
06.2024 - 02.2025
  • Spearheaded the Forbes Travel Guide standards implementation project across all departments, launching the resort’s official Forbes journey in June 2024.
  • Successfully led the team to achieve Forbes Four-Star recognition in December 2024, with a final audit score of 88.27%, reflecting significant progress.
  • Developed and implemented the #MakeItACampaign initiative, embedding daily Forbes-focused training sessions throughout operations.
  • Recognized in the Forbes Travel Guide newsletter for best practices and commended by Marriott EMEA for innovation in quality leadership.
  • Revised and audited SOPs in collaboration with all departments to ensure service delivery excellence and brand compliance.
  • Led quality improvement efforts through audits, coaching, and data-driven performance analysis.
  • Used Lean Six Sigma tools to enhance process efficiency and elevate guest satisfaction.

Learning and Development Manager

JW Marriott Mauritius Resort
Le Morne
01.2023 - 05.2024
  • Delivered comprehensive training programs on luxury hospitality standards to instill a deep understanding of the JW Marriott brand values, service philosophy, and guest expectations.
  • Ensured the smooth integration of new associates through well-structured induction programs and onboarding journeys tailored to each department.
  • Monitored and evaluated associate performance through regular skills assessments, service observations, and grooming audits to ensure consistency in delivering a refined guest experience.
  • Spearheaded the training and development of 55 Departmental Trainers, establishing a structured learning framework to promote a robust learning culture throughout the organization.
  • Led monthly reviews of Learning & Development calendars and reports to ensure alignment with hotel priorities and maintain strategic oversight.
  • Designed and executed the annual L&D Needs Analysis and training plan in close coordination with hotel leadership, aligning training initiatives with business goals.
  • Managed the L&D budget, optimizing resource allocation while ensuring high-impact learning delivery.
  • Collaborated with international partners such as the South African Butler Academy (SABA) to certify all butlers on property, reinforcing the resort’s luxury positioning and elevating service personalization.
  • Coordinated and facilitated mandatory compliance training for all associates, including First Aid, Fire Warden, Fire Fighting, Food Handler Certification, and Advanced HACCP, ensuring 100% compliance with health, safety, and hygiene standards.
  • Actively supported the annual performance review process, advising on learning pathways and development opportunities to enhance talent retention and succession planning.
  • Managed partnerships with local educational institutions for structured internship placements and talent pipeline development.

Corporate Hospitality Trainer

Constance Hospitality Training Centre
Belle Mare
12.2021 - 12.2022
  • Contributed to the strategic direction and implementation of training programs aligned with the vision and standards of Constance Hospitality Training Centre (CHTC) and the broader hotel group.
  • Designed, developed, and delivered training programs across the entire Constance Hotels & Resorts portfolio, including properties in Mauritius, the Maldives, and the Seychelles.
  • Facilitated key learning programs such as Train the Trainer, Mentoring Program, and various leadership and service excellence modules aimed at developing internal talent and building a culture of learning.
  • Collaborated with internal stakeholders and external experts to identify skills gaps and create targeted learning interventions for different departments and levels of the organization.
  • Ensured training materials and delivery methods were aligned with both current and future operational needs, adapting programs to live, online, and hybrid formats.
  • Reviewed and validated all training content with the Head of Constance Academy to ensure instructional quality and compliance with organizational expectations.
  • Maintained accurate and up-to-date training records across all participating properties and tracked progress through post-training assessments and follow-ups.
  • Enforced high standards of conduct in both in-person and virtual learning environments, creating a professional and engaging experience for all participants.
  • Liaised with awarding and regulatory bodies to ensure alignment of training with recognized standards and certifications.
  • Participated in group-wide projects and training initiatives assigned by the Head of Constance Academy.
  • Actively pursued personal development through ongoing research and upskilling in hospitality training methodologies and adult learning best practices.

Lecturer

VATEL Mauritius Hotel and Tourism Business School
Quatre-Bornes
03.2020 - 12.2022
  • Designed, prepared, and developed comprehensive teaching materials for undergraduate and postgraduate modules in hospitality management.
  • Delivered instruction through a variety of formats including lectures, seminars, workshops, tutorials, and interactive learning situations to ensure student engagement and understanding.
  • Taught key subjects such as Food Safety and Hygiene, Oral Communication, and Leadership and Management, focusing on practical application and industry relevance.
  • Assessed student performance via coursework, exams, presentations, and viva voce, and provided detailed, constructive feedback to support continuous academic improvement.
  • Supervised students in the research and writing of their final-year dissertations, offering guidance on structure, methodology, and academic integrity.
  • Served as a member of the dissertation viva examination panel, evaluating thesis presentations and contributing to final grading decisions.
  • Reviewed and corrected internship reports, offering critical insights to align field experience with academic expectations.
  • Liaised regularly with academic, technical, and administrative staff to ensure a well-coordinated and supportive learning environment.
  • Contributed to the quality enhancement of teaching and assessment processes in line with university standards and regulations.
  • Managed individual teaching schedules and administrative responsibilities efficiently while adopting a reflective and adaptive approach to continuous professional development.
  • Provided academic advising, mentorship, and guidance to students, including referrals to support services as needed.

Corporate English Trainer

My Connecting Ltd
Online
09.2021 - 10.2021
  • Delivered fully remote, customized English language training to corporate professionals—many of whom had limited or no prior exposure to the English language—through interactive online workshops and one-on-one virtual sessions.
  • Designed and developed personalized lesson plans and digital learning materials tailored to learners’ industry context, job functions, and proficiency levels.
  • Focused on building foundational language skills including spoken English, pronunciation, grammar, vocabulary, and workplace communication to enhance learners' confidence in professional environments.
  • Prepared participants for English language proficiency exams such as the TOEIC, using structured practice tests, feedback sessions, and exam-taking strategies to support their progression.
  • Integrated digital tools and e-learning platforms to create engaging, results-driven training experiences and monitored learner progress through continuous assessment and feedback.
  • Maintained detailed records of training attendance, progress reports, and evaluation summaries to ensure alignment with both client and learner expectations.
  • Managed the full cycle of the training experience, from needs assessment and planning to delivery and post-training evaluation, while ensuring a high standard of professionalism in a fully virtual environment.

Training Manager

Heritage Le Telfair Golf and Wellness Resort
Bel Ombre
06.2019 - 03.2020
  • Designed and delivered training modules for team members across all departments, focusing on core hospitality topics including guest service excellence, brand standards, safety, and professional grooming.
  • Conducted regular on-the-job training and led structured induction programs to ensure smooth onboarding of new recruits in line with Heritage brand culture and operational expectations.
  • Oversaw the resort’s training calendar, ensuring the effective implementation of weekly, monthly, and annual training plans, and monitored training completion and participation rates.
  • Maintained and updated Standard Operating Procedures (SOPs), ensuring operational consistency and compliance with VLH/Heritage brand standards.
  • Coordinated the quality function across all operational areas, conducting internal quality audits, preparing reports, and driving follow-up actions in collaboration with Heads of Department and the General Manager.
  • Led the analysis and reporting of Guest Satisfaction Index (GSI) and Guest Satisfaction Questionnaires (GSQ), identifying service gaps and aligning training interventions with feedback trends.
  • Managed training budgets, ensured timely HRDC refund processing, and tracked cost-efficiency of training programs.
  • Supervised the performance and placement of trainees and interns, ensuring meaningful exposure and integration into departmental operations.
  • Promoted the use of e-learning tools and ensured accessibility and engagement with digital learning platforms across the workforce.
  • Collected and compiled all training records, attendance, and feedback for internal audits and HR reporting purposes.
  • Conducted training needs analysis and adjusted delivery based on employee performance trends and departmental feedback.
  • Gathered qualitative feedback from team members on the relevance and impact of training initiatives to continuously improve content and delivery methods

Front Desk Agent

Club Med Tomamu
Hokkaido
11.2017 - 04.2018
  • Selected as a key member of the opening team for the resort, playing an instrumental role in establishing and implementing front desk processes and operations from the ground up.
  • Assisted in designing and refining operational procedures to ensure smooth check-in/check-out, guest registration, and effective guest communication, contributing to the successful launch of the resort.
  • Provided exceptional front-line support to French-speaking guests, ensuring they received personalized service and clear information in their native language about resort amenities, activities, and services.
  • Managed guest arrivals and departures efficiently, ensuring quick check-ins and check-outs while maintaining a warm, welcoming atmosphere for all guests.
  • Acted as the main point of contact for all guest inquiries, offering tailored solutions and addressing special requests to enhance the overall guest experience.
  • Supported the coordination of guest services across various departments (Housekeeping, F&B, Ski Activities, and Maintenance) to ensure that guest needs were met promptly and efficiently.
  • Maintained accurate guest records, including personal preferences and special requests, to deliver personalized service and ensure the highest level of guest satisfaction.
  • Worked closely with the management team to develop and implement operational systems for guest feedback collection, ensuring timely responses and problem resolution.
  • Assisted in training and mentoring new front desk staff, sharing best practices and supporting them in learning the resort’s policies, systems, and guest service standards.
  • Contributed to the overall operational success of the resort by maintaining a professional, efficient, and friendly front desk presence, ensuring that every guest had a memorable experience from the moment they arrived.

Guest Relations Officer - French Speaking

Club Med Kani
Maldives
05.2017 - 10.2017
  • Spearheaded VIP guest relations within the prestigious 5T section, Manta, ensuring a world-class experience for discerning clientele.
  • Acted as the primary liaison for French-speaking guests, providing tailored concierge services and exceptional personalized support throughout their stay.
  • Delivered an exceptional welcome experience by offering in-depth orientations upon arrival, guiding guests through resort facilities, premium services, and exclusive activities, all in their native language.
  • Anticipated and fulfilled guest needs with a proactive approach, curating customized experiences that aligned with the high standards of Club Med's luxury all-inclusive offering.
  • Fostered seamless communication across departments—Housekeeping, Food & Beverage, Activities, and Excursions—to ensure timely service and the flawless execution of guest requests.
  • Demonstrated exceptional service recovery skills, handling guest feedback with professionalism, ensuring swift resolutions, and escalating critical issues to management as needed to maintain guest satisfaction.
  • Actively participated in resort life, contributing to the vibrant atmosphere through engaging with guests during daily entertainment and activities, further elevating their experience.
  • Supported front desk operations during high-volume periods, expertly managing check-ins, check-outs, and special requests to ensure smooth guest flow.
  • Maintained comprehensive guest profiles, documenting preferences and feedback, ensuring repeat guest recognition and the continuous refinement of personalized services for future stays.

Front Desk Receptionist

Club Med La Pointe aux Cannoniers
Pointe Aux Cannoniers
06.2016 - 05.2017
  • Delivered exceptional guest service at the reception desk, ensuring a warm and professional welcome aligned with Club Med brand standards.
  • Managed the check-in and check-out process, room changes, and guest billing with accuracy and efficiency.
  • Acted as a first point of contact for guest inquiries, providing clear and informative assistance on resort facilities, daily activities, and services.
  • Handled cash transactions, currency exchange, and secure deposit management with integrity and attention to detail.
  • Responded to guest concerns and service recovery situations with empathy, ensuring swift resolution and guest satisfaction.
  • Maintained the front desk area in a pristine and organized condition, ensuring a consistent luxury presentation throughout operating hours.
  • Supported daily operational tasks such as managing the switchboard, wake-up calls, and internal communications.
  • Promoted and upsold resort offerings, including wellness services, excursions, and premium experiences, contributing to revenue generation.
  • Collaborated with cross-functional teams to ensure seamless communication and service delivery across departments.

Education

Doctorate - Business Administration

Amity Institute of Higher Education
Mauritius
04-2028

MBA - Management And Marketing of Luxury

Ecole Superieure De Gestion (ESG)
Paris
03-2024

Post Graduate Certificate in Business Administration - Business Administration - Leadership And Innovatio

Dūcere Global Business School
Australia
12-2019

BBA - International Tourism And Hospitality Management

Vatel International Hospitality Management School
Mauritius
11-2019

Bachelor of Science - Biology / Minor Marine And Coastal Environmental S

University of Mauritius
Mauritius
04-2014

Skills

  • Luxury service
  • Operational management
  • Training delivery
  • Organizational development
  • Performance evaluation
  • Effective communication
  • Quality management
  • Project management

Accomplishments

  • Best Academic Performance - MBA Cohort 2023
  • Best Practice Certificate from Marriott EMEA Luxury Team

Certification

  • South African Butler Academy (SABA) International Hotel Butler Training Programme
  • Advanced HACCP Level 3 – SGS – 2023
  • Advanced HACCP Awareness Course – SGS - 2020
  • PADI Certified Open Water Diver - 2017
  • Certified Pool Lifeguard - Royal Life Saving Society of Australia -2017

Affiliations

Singing, Yoga and Fitness

Languages

French
First Language
English
Proficient (C2)
C2

Timeline

Learning and Development Manager

The St. Regis Le Morne Resort Mauritius
02.2025 - Current

Operational Excellence Manager

JW Marriott Mauritius Resort
06.2024 - 02.2025

Learning and Development Manager

JW Marriott Mauritius Resort
01.2023 - 05.2024

Corporate Hospitality Trainer

Constance Hospitality Training Centre
12.2021 - 12.2022

Corporate English Trainer

My Connecting Ltd
09.2021 - 10.2021

Lecturer

VATEL Mauritius Hotel and Tourism Business School
03.2020 - 12.2022

Training Manager

Heritage Le Telfair Golf and Wellness Resort
06.2019 - 03.2020

Front Desk Agent

Club Med Tomamu
11.2017 - 04.2018

Guest Relations Officer - French Speaking

Club Med Kani
05.2017 - 10.2017

Front Desk Receptionist

Club Med La Pointe aux Cannoniers
06.2016 - 05.2017

Doctorate - Business Administration

Amity Institute of Higher Education

MBA - Management And Marketing of Luxury

Ecole Superieure De Gestion (ESG)

Post Graduate Certificate in Business Administration - Business Administration - Leadership And Innovatio

Dūcere Global Business School

BBA - International Tourism And Hospitality Management

Vatel International Hospitality Management School

Bachelor of Science - Biology / Minor Marine And Coastal Environmental S

University of Mauritius

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