Rocco Santopietro
About Me
Accomplished General Manager with strong leadership, I have successfully managed diverse, multi-functional teams with the confidence and flair to deliver an exceptional personal luxury experience.
I possess the gravitas to build relationships with owners, project/construction developer, direct reports, and operations teams/colleagues; the willingness and ability to motivate, coach, influence and communicate with team to deliver on targets and goals.
Articulate and immaculately presented I’m adaptable, performance driven, and committed, I gained extensive operational Experience in five-star Hotel / Resort properties and served with international chains including, Dorchester, Ritz, Mandarin Oriental, Wyndham, Starwood luxury Collection, as well Owning companies with High End hotel / Resorts operations such as Sandals International resorts.
Repeatedly hired and commended by owners and CEO for improving bottom line margins, while increasing quality and service in organization ranging from 80 to over 1000 employees, and $5M-$65M budgets. Building strong empowered and motivated teams and efficient systems to positively impact new openings, growth, property repositioning, refurbishment and downsizing objectives
Throughout the years I have built a significant visible network of high-level contacts in the trade, Press sector, Diplomatic sector as well as in the Wider consortium of high-end Tour Operators and Travel Agencies.
I am used to work in challenging operational environments in remote/Hardship locations and always use my creativity and capacity for innovation to ensure we stay ahead of the competition
If you think your company will profit by employing a senior executive with a strong background in management, please consider my following abilities:
Self-confident, proactive, and able to prioritize and make effective decisions
Ability to take constructive action without relying on directions from others
Ability to build strong relationships, interact and influence others at all levels of the organization
Ability to effectively manage labor productivity
I specialize in hotel pre-openings and project management including:
Critical path coordination
Financial management skills e.g., ability to analyze P&L statements, develop pre-opening and operating budgets, forecasting and capital expenditure planning
PR and business development
Hotel and F&B branding & rebranding projects
Enhancing and optimizing operational performance and turn-around/change management.
Education
University of Surrey, School of Hospitality Management | Surrey, UK
BSc Degree 1st cl. Honors International Hospitality and Tourism Management
Istituto Professionale Alberghiero di Stato | Potenza, Italy
HND (Hotel National Diploma) graduated 54/60
Work & Experience
General Manager
Reef Island Resort & Spa, Club House & Beach club | Manama, Bahrain
Direct responsibility for all property operations including leasable spaces and residential, of 102 keys, and 39 2/5- bedroom villas, occupied by High net worth individual and Diplomats. • Delivered business strategy and developed systems and procedures to improve operational quality of this Lifestyle boutique resort, Club House and Beach Club to align to our competition set. (STR report, Ritz Carlton, Four Season, Sofitel, Jumeirah, Wyndham Grand) • Managed budget implementations, employee reviews, training, schedules and contract negotiations. • Consolidated positioning of this property after opening, Increased revenue streams and reduced expenses by 35%, Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service. eliminating redundant positions. • Stabilized and brought Operational and Financial Break even after 2 months, improved Occupancy and Service deliveries, Achieving $11.3M revenue in the first 12 months of 2019, through efficient coordination of daily operations. • Increased occupancy to 61.6% and profits by 23% in a declining market through quality management, process improvement, and the use of HNWI networking • Increased ADR to $ 244 against industry $ 220 (STR Report).
General Manager
Ramee Group Hotels Resorts & Residences | Manama, Bahrain
Ramee Grand Hotel and SPA, Strategic business leader of this Hip 5-star 166 keys and Group’s Flagship property with overall responsibility of property operation • Devised, deployed and monitored processes to boost long-term business success and increase profit levels, improved GOP by 50% in the first six months compared to same period previous year • Improved productivity while reducing staffing and operational costs by 30%. • Guest Experience and satisfaction increased quality performance review results from 81.7% to 87% for 2017 vs 2016 • In charge of managing and sustaining sales and marketing strategy • Consistently achieved and exceeded profit goal of 100% Delivered over $1M in revenue increases in less than 6 months by introducing and implementing new corporate Program (Day Delegate Rates) • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality. • Increased monthly staff retention rate by 33% after implementing new training programs. (staff turnover from 58% to 25%) • Responsible for creating synergy in a cluster organization for the 7 hotels in Bahrain, Thus saving funds and revising procurement procedures and policies • Achieved Mystery Shopper Audited highest guest satisfaction scoring 93% • During my tenure property market share grew from 10.5 to 24.5%
Area General Manager
Sunwing Waterworld Resorts | Makadi Bay, Egypt
- Sunwing Waterworld is a 5-star family beach resort & water park with 650 rooms, 16 themed F&B outlets, 630 meters of water attraction, 920 staff. - Makadi Spa is a 5 star adult only resort with 320 suites and 10 F&B outlets, 450 staff - Makadi Palace Family Star, 5 star beach resort with 80 family suites, (2/3-bedroom) guest have access to all F&B outlet of SWW and Mall, 120 staff Leading the largest hotel complex In Makadi Bay with over 1000 rooms & Suites inventory, with extensive F&B offering, providing strategic and operational leadership management, direction, and coordination of the day to day operations • Developed and rolled out new policies designed to bolster productivity and reduce overall operational costs. • Oversee two general manager direct reports with 1500 staff and accountable for resorts revenues of $31M per year • Achieved more than 20% improvement in Revenue generation index (RGI) for the second half of 2015 compared to previous financial year • Accommodation sales averaging $ 520.000 per week • Exceeded aggressive 2015 budget despite previous quarter downturn (Flights stop to Egypt) • Controlled and effectively managed costs to restore operation efficiency to Stockholder expectations (46%) • Exceeded previous year GOP by $ 750.000 an increase of 14% • Maintained occupancy levels and increased average spending on ancillary revenue resulting in better bottom line results. • Developed 3 Team member into Hotel Manager
General Manager
Sandals Resorts International | Caribbean
Sandals Grande Riviera Beach & Villas Golf Resort | Refurbishment and Rebranding | Ochos Rios, Jamaica Transferred from Antigua to “revamp and Rebrand” the resort with a $45 M renovation project, I was the point of contact for the project Team and Head Office with the Full operational and P&L responsibility for The Resort built on 110 acres, 524 rooms & 48 Villas (146 units with butlers only service), 25 F&B outlets, 105 pools, 22 hot tubs, two Spas and more than 5,000 sqm. of M&C facilities, Ochi beach club & Marina,18 holes golf course, 970 staff • Introduced a clear guest journey strategy during property refurbishment • Delivered business strategy and developed operational procedures to Pioneer new concierge service • Trained, coached, and mentored Executive committee member to support smooth adoption of new CLUB SANDALS concierge services and room category program • Exceeded room’s revenue forecast by 9.7% YTD over delivering $650k • Improved Audited scoring from 4.4 to 4.8 (5.0 max) • Created and Opened 2 new F&B concept and outlet • Pioneered and Launched Caribbean’s first speakeasy bar & Lounge • Awarded Group’s Best resort for guest satisfaction/financial performance General Manager | Sandals Grande Antigua Resort | Saint Johns, Antigua Leadership, direction and management of this Island’s Landmark resort, 380 rooms 15 F&B “a la Carte” outlets, butler service, 740 Staff. • During my tenure, the property was awarded “World’s Leading Honeymoon Resort” • Hired as Hotel manager with the mission to significantly improve the customer experience and inspire, engage and motivate the team, maximize efficiency by coaching and mentoring 12 HOD on KPI principles and company procedures • Achieved a Manager scorecard of 96% in the Kincentric employee’s engagement survey • Stabilize and improve the resort commercial performance by managing the Annual Revenue Plan, Events Calendar and monthly Sales Action Plan, maximizing revenue from Rooms, F&B, meetings & events • Strengthened budget saving of 9.8 % on a yearly basis improving bottom line results, by Actively managing budgets as well as controlling expenditure by Appling occupancy and performance data to evaluate and improve operations, target current business conditions and forecast needs. • Attained best Audited resort performance from a previous 4.2 average to a 4.8 • Successfully increased the “Soon Come Back” in resort booking ratio from 88% previous year to a 95% • Reduced staff turnover of 18% bringing it to 32% • Rank #1 luxury all-inclusive on TripAdvisor and overall, # 5 out of 145 properties. • Promoted to General Manager after 5 months of performance
Cluster General Manager
Red Sea Hotels & Cruises | Sharm el Sheikh, Egypt
Sharm plaza & Sharm Resort & Spa Rebranding from Crowne Plaza, two resorts totalling 680 rooms 10 F&B “a la carte” Themed outlets), 24 H room service, 658 Staff, Full P&L responsibility I was fully involved operationally with high visibility in the day to day business of the resort • Successfully Formulated and executed a complex Contingency Plan throughout “Arab Spring Revolution” • Achieved 68% Average occupancy the highest In Sharm el Sheikh During Arab Spring • GOPPAR 95 YTD • Ranked #12 on TripAdvisor out of 231 hotels Cluster General Manager, Reef Oasis Beach & Reef Oasis Senses Resort | Extension & refurbishment Hired by the CEO of Red Sea Hotels to transition this resort during a $ 40 M expansion and refurbishment and service Overhaul, with the Full operational and P&L responsibility for 2 resorts, totaling 912 rooms, 2 Palaces with a Royal & Presidential suites 17 F&B “a la carte” outlets, 23 pools, large beach and Water Park, 942 staff. Successful in converting the All-Inclusive concept, and Completing the expansion plan of the resort on budget and with minor delay (22 days) with the new construction of Senses resorts bringing the combined capacity to 3.100 guests per week • Coordinated and Directed the project management for the final phase of the new resort, 240 rooms, 10 additional swimming pools, 12. 000 sqm. Waterpark 6 additional F&B outlets • Spearheaded and Transformed F&B product and service from all buffet style to “a la Carte” in all F&B outlets, generating an increase in extra sales revenue of $ 1.5 M (+116%) with 73% profitability • Overhauled SPA product concept and service delivery generating an increase of over 35% in revenue compared to previous years • Innovating the new All-Inclusive plan, has generated an increased 23% total revenues achieving in 2009 (Global Financial Crisis) the best financial year of the resort in 12 yrs. • Achieved highest audit score for Health & Safety in the Region. (Cristal group audit Platinum certificate) • Brought the resort to be best All Inclusive in the region for product and service delivery (TripAdvisor Ranking #1 All inclusive, overall, #6 on 241 hotels).
Hotel Manager
Wyndham Hotels & Resorts | Bucharest, Romania
Howard Johnson Grand Plaza Hotel (now Sheraton) 285 rooms and 27 suites with extensive MICE facilities & Outside Catering operations 24 h. room service 321 staff. • initially Employed as EAM (F&B), revitalized and upgraded the entire operation within six months, Promoted to Hotel manager in April 2006 to oversee and co-ordinate all operational aspect, from budgeting to ExCom direction. • Created a new brand “Centro” opening two new outlets “Centro Café” and “Centro Pastry Shop” adding new revenue streams to the operation. Developed the new brand to become a franchise by establishing, Standards, OS&E, FF&E establishing standardized Joining fee standardizing opening and fitting costs • Established a catering operation, capturing 65%+ market share and became #1 catering in the marketplace three months after its launch, achieving in 6 months the forecasted Yearly income. • Delivered additional $250 K revenue by Acquiring Government and Diplomatic accounts. • Achieved the Higher ADR and GOP in my competition set • Recognized by Wyndham group ‘Best Employee Engagement’ hotel in the Region • Nominated hotel of the year by Wyndham for guest satisfaction results
Portfolio
