Hein's Experience
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Qualification Profile
Seasoned, astute, and results-oriented professional, offering extensive experience in hotel and resort management as well as training and development; complemented with a proven record of success in overseeing daily operations encompassing organizing and managing accommodation, food and beverage, and other hotel services. Equipped with in-depth knowledge of European standards; along with superior organizational leadership, staff development, motivation, communication, and decision-making skills. Adept at planning and marketing the business, managing budgets and financial plans, and controlling expenditures; along with the capability to cultivate rapport with diverse clients and corporate personnel to enhance guest experience.
Areas of expertise include:
Client Relations | General Operations and Project Management | Profitability Enhancement
Strategic Planning and Implementation | Organizational Growth | Budgeting | Quality Assurance
Professional Experience
Sunset Tower Hotel, West Hollywood, CA, USA
Director of Operations
Senior executive role with overall responsibility of multi-million dollar hotel operation with specific emphasis on Housekeeping, Front Desk, Valet, Engineering, Guest Relations, Reservations and Revenue Management. Responsible for the management and coordination of hotel operations, including financial results, quality and service standards in all departments. Plan, develop, implement and evaluate the quality of products and services. Ensure that the total operation of the hotel is maintained on a daily basis and that the needs of our owners, employees, and customers are met and/or exceeded.
Notable Accomplishment:
Achieving a 90.5% occupancy index 109.7% ADR index and 99.2% Rev PAR index gives us for the year-to-date 97.7% occupancy, 101.7% ADR and 99.3% Rev PAR index. Our strategy on revenue management is paying off its dividends and setting us in a good trajectory for 2017 capable of achieving 100% Rev PAR index in 2017.
“Hein Olckers has made original business-related contributions of major significance in the Hospitality field. He had led business development, sales and marketing, and investment strategies for recognizable international brands. He posses extraordinary in-market experience and hospitality management with expertise in full compliance, training and development of staff.”
Inn at Perry Cabin by Belmond, St. Michaels, MD, USA
General Manager | Regional Director of Learning and Development
Oversee multimillion-dollar hotel operations, including 78 rooms and suites, dining restaurant and pub; features: Linden Spa, outdoor pool, fitness center; activities: watersports, garden tours, and cycling; and events: indoor and outdoor spaces for weddings, business events, and conferences. Carry out key tasks, such as staff supervision, finance management and budgeting, customer service, and process standards and guidelines implementation to meet and/or exceed the needs of owners, associates, and customers. Take charge of reporting directly to the regional managing director, peers regional director of sales and marketing, regional director of housekeeping, and regional financial controller.
Notable Accomplishments:
1. Acted as the driving force behind the attainment of the following results and overall increase in revenue and business growth:
Four-star rating from Forbes in February 2016;
Revenue: $12.9M in 2014 to $14.8M in 2016;
Occupancy: 55% in 2014 to 58% in 2016;
ADR: $454 in 2014 to $491 in 2016;
Rooms RevPar: $250 in 2014 to $ 285 in 2016; and
Total RevPar: $451 in 2014 to $ 519 in 2016.
2. Brought significant improvement to overall service through excellent performance and professionalism.
3. Successfully implemented the first employee handbook.
Fun Fact:
Inn at Perry Cabin by Belmond was the shooting location for the 2005 David Dobkin film "Wedding Crashers" starring Owen Wilson and Vince Vaughn.
“We stay at The Inn every time we visit St. Michaels. Under General Manager Hein Olckers and the new owner the place improves with every visit. The staff is warm and welcoming. The physical improvements are noticeable each time. This visit new card locks for the rooms and a new awning. We visited the golf course now under construction and being redesigned by Pete Dye. The food is also better each visit. We could not have had a better experience. ”
Peninsula, Beverly Hills
Hotel Manager
Led a Mobil 5-star and AAA 5-diamond hotel and restaurant with 196 rooms including villas and suites, 3 restaurants, 1 bar, and 4 conference rooms, accommodating approximately 200 people. Fulfilled various tasks including personnel administration, HR functions, problem resolution, guest service, and standards and procedures compliance. Served as assistant manager, responsible for front office and housekeeping, as well as food and beverage. Provided oversight to the Rooms Division, while managing all aspects of the hotel, including all activities and relationships between the hotel operations, board of directors, hotel guests, clients, employees, the community, government entities, and the industry. Developed and implemented the hotel’s policies and procedures, while working with all department managers (dining room, bar, room service, housekeeping, hotel events, and front desk). Offered recommendations on all standards including personnel administration, performance evaluation, guest services, room rates implementation, advertising and public relations, food selection, service, and patronage.
Notable Accomplishments:
1. Established and cultivated strong business relationships with guests, resulting in repeat business, achievement of high average room rates, and consistent guest bookings.
2. Earned recognition as an expert with international reputation and commendations.