Tiaan Malan
Johannesburg,GP
Summary
Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings. Extensive background in hotel management positions for high-end resorts.
Overview
14
14
years of professional experience
Work History
Associate Hotel General Manager
Princess Cruise lines
05.2023 - Current
- Promotes team involvement across all applications to maximize utilization of company technology and platforms
- Drives personalized guest-centric team culture to exceed Key Performance Indicator targets
- Utilizes root cause analysis techniques to investigate and pinpoint root causes of recurring service failures, subsequently proposing practical solutions
- Aims to improve first contact resolution rates across all departments within organization
- Implement and participates in Quality Assurance Program to meet or exceed overall product standards in Guest Services, Rooms Division, Entertainment, and Onboard Revenue
- Monitors guest feedback from all avenues during and after cruise, providing necessary feedback and follow-up action
- Formulates immediate and long-term product delivery and service improvement plans in collaboration with Hotel General Manager
- Delivers complete method for tackling and resolving all service recovery chances, making sure that no concern is overlooked
- Maintains strong presence by actively interacting with guests and team members daily to guarantee guest and team satisfaction
- Conducts daily management meetings to discuss service delivery opportunities, daily events, product delivery concerns, revenue strategies, and actions to support guest experience
- Regularly evaluates products, policies, and procedures to advocate for modifications that elevate customer experience and generate revenue performance
- Manages day-to-day operations of Guest Services, Rooms Division, Entertainment, and Onboard Revenue
- Maintains adherence to all Brand standards, policies, and procedures across every division under their supervision
- Works closely with Hotel General Manager to plan future itinerary deployments and anticipate potential issues related to Entertainment, revenue, demographics, logistics, and clearance requirements
- Collaborates with Technical department to address maintenance issues and ensure proper functioning of hotel areas that may impact guest experience negatively
- Maintains and presents guest staterooms and crew cabins to highest standards
- Oversees the planning of the daily events schedule by the Entertainment Director and Business & Brand Director to maximize guest participation and awareness of onboard activities
- Confirms impactful marketing and promotion efforts for both revenue-generating and non-revenue-generating sectors utilizing range of media choices
- Monitors guest flow and works with the Food & Beverage Director and Entertainment Director to optimize attendance at revenue and non-revenue events during peak times
- Advocates for onboard Revenue team to achieve revenue goals aligned with company targets
- Supports revenue partners in developing marketing plans for new initiatives to drive revenue growth
- Supervise and manage all marketing, advertising, and promotional activities in alignment with company objectives and brand guidelines
- Delegate tasks to team to optimize marketing strategies and achieve targets
- Monitor and control costs, expenses, and inventory, including cash, for all assigned departments to meet company goals
- Maintain up-to-date list of capital expenditure and hotel maintenance projects and submit reports to Hotel General Manager as required
- Collaborate with executives to establish safe and compliant environment
- Stay updated on public health standards and ensure continuous compliance with hotel-related public health policies
- Coordinate onboard resources promptly to address outbreak situations and enhance sanitation levels
- Address and resolve concerns identified in internal and external audits and develop preventive plans for future findings
- Perform General Emergency Procedure duties with sense of urgency
- Foster effective and professional communication and relationships between ship and external parties, such as public health and regulatory authorities, Customs, and Immigration.
Sailor Services Director
Virgin Voyages
05.2022 - 03.2023
- In charge of managing Sailor & Crew Services, including crew office/payroll and Housekeeping operations onboard
- Responsible for the day-to-day operations of the sailor services help desk, voyage incident management, service recovery, cabin & public area cleaning, laundry operations, embarkation & disembarkation process, cabin management for both Sailors and Crew, and managing the lost luggage process
- Supports Housekeeping operation by following up on requisitioned items such as uniforms, cabin consumables, and furniture
- The Sailor Service Director plays a crucial role in ensuring overall Sailor Satisfaction onboard and collaborates with wider Virgin Voyages family
- Acts as an ambassador for exemplary service standards and actively contributes to creating a strong Sailor Service philosophy and culture throughout the ship
- Serves as primary point of communication between Sailors and the shoreside office, ensuring professional and efficient handling of queries, feedback, and issues
- Provides leadership to direct reports, ensuring that service, cleanliness, and maintenance standards are met on a daily basis
- Utilizes Sailor feedback to foster a positive culture within the sailor services team
- Takes charge of the Voyage Incident Report, ensuring that all departments on the ship follow up on related issues
- Supports the Sailor Services staff by addressing queries from Sailors and taking control of escalated issues, while also maintaining accurate records of discussions/correspondence with sailors and communicating all complaints to shore-side management
- Continuously develop and implement innovative techniques to enhance the Sailor Services onboard
- Supervise all Front of House staff to ensure the delivery of exceptional service at all times
- Adhere to USPH standards for Housekeeping, Sailor Services, and the Rock Stars
- Monitor work hours, rest periods, and attendance of guest service staff to meet MLC regulations
- Collaborate with shoreside team on ship financial operations, reporting, statistics, and internal auditing
- Take overall responsibility for Customs and Immigration clearances for the vessel
- Conduct performance appraisals for individuals under their supervision
- Attend sailor functions as directed by the Director of Hotel Operations
- Participate in inspections, training sessions, and meetings as required
- Foster a culture of adherence to applicable USPH standards and maintain high standards among staff members
- Ensure staff members work in accordance with their job descriptions and uphold the set standards
- Lead a team of Managers overseeing Sailor Services, Crew Office & Payroll, Housekeeping, and the Rock Stars, which consists of 170+ crew members.
Senior Fleet Guest Service Manager
Royal Caribbean International
01.2020 - 02.2022
- Travels to various ships, the purpose is to provide support to the Guest Services division
- The main objective is to conduct training sessions and scheduled as well as unscheduled reviews
- This is done to ensure that the company's brand standards and SQM are fully complied with
- Develops processes, procedures, guidelines and checklists for review including sharing of best practices fleet wide
- Providing guidance to all Guest Services Managers
- Assists with structured training for all Guest Services positions including customer service and problem resolution
- Maintain and further develop strong rapport with Human Resources Manager and Financial Controller
- Makes use of company tracking tools that monitor and measure the fleet-wide performance of the Guest Services team
- Mentors, develops and provides regular training to Guest Services Managers to strengthen their current performance and preparation for succession planning
- Coach and develop team members across the fleet
- Actively identifies and monitors the scheduling needs of the Guest Services division across the fleet
- In constant contact with the shipboard management teams to identify skill sets in individuals to promote succession planning and increase retention rate within the fleet-wide Guest Services operation
- Overseas fleet-wide management of all group business onboard ensures that the Guest Services Manager actively supports the Group Coordinator and ensures that they have all necessary skills, training, tools and information to allow delivery of a flawless service product on a consistent basis
- Liaises with Human Resources to provide guidance to hiring partners and recruitment specialists on external recruitment practices as well as assists in the recruitment process
- Works with shore-side support functional groups to streamline policies and procedures, maintaining a database of outstanding issues until full compliance is reached
- Supports and lends guidance with the preparation and review of yearly budgets for Guest Services and offers assistance in fine-tuning financial operational business plans to enhance the overall business needs of the division
- Reviews and audits quality of onboard collateral being produced by the Print Shop during regular shipboard visits
- Conducts regular audits to determine that all equipment is maintained in good working order and advance planning has been put into place to ensure that long-term equipment needs are met
- During ship visits reviews and ensures all collateral, including core languages, is kept updated and complies with all company brand standards
- Comprehensive knowledge of customs and immigration policies and procedures
- Ensuring strict compliance with the turnaround day checklist provided to all ships to optimize the guest boarding and departure experience
- Overseas the Guest Services Manager in the management of the Concierge and the International Ambassador positions throughout the fleet
- Maintaining a detailed knowledge of all guest ratings for the Fleet
- Implementing new procedures
- Project planning to include operational and organizational planning keeping in account Financials
- Working with external companies establishing new concepts for the Fleet
- Ensuring total Guest Satisfaction, Identifying Fleet trends and identifying opportunities to improve Guest Satisfaction
- Participating in new builds / start up team of new ships being launched.
Fleet Guest Service Manager
Royal Caribbean International
01.2016 - 01.2020
Guest Services Manager
Royal Caribbean International
06.2014 - 01.2016
Front Desk Manager
Royal Caribbean International
06.2012 - 06.2014
Assistant Front Desk Manager
Royal Caribbean International
06.2011 - 06.2012
Guest Administration Officer
Royal Caribbean International
12.2010 - 06.2011
Guest Services Officer
Royal Caribbean International
12.2009 - 12.2010
Education
Diploma in Retail Travel and Tourism -
Teaching Travel Private College
Six Sigma Principles -
03.2021
Certification British Butler Institution -
08.2016
Certification United States Public Health course -
09.2014
Certification Safety, Health & Environmental principles & procedures in the workplace through NOSA -
10.2013
Certification in Door supervision and security guarding through the NOCN (NATIONAL OPEN COLLEGE NETWORK) in the United Kingdom -
03.2006
Matriculated from Dr. E.G Jansen High school -
12.2004
Skills
- Project management and implementation
- Organizational Management: Driving customer service & problem resolution through analysis and guest feedback
- Manage Shipboard Financial Yearly and Quarterly
- Workforce Scheduling and planning
- Recruiting and Interviewing for Fleet
- Personnel Management: Devising, implementing and delivering in-house training
- Conducting regular reviews and appraisals
- I T Skills: Mxp, Shipstar, Opera, Encore, DBC, Colonial, Power Point, Word, Excel, Adobe, Outlook, Crunch Time, Apis, Medallia, Tableau, Google
Visas
USA B1/B2, C1D, Schengen Visa
Personal Information
Passport Number: South African
Timeline
Associate Hotel General Manager
Princess Cruise lines
05.2023 - Current
Sailor Services Director
Virgin Voyages
05.2022 - 03.2023
Senior Fleet Guest Service Manager
Royal Caribbean International
01.2020 - 02.2022
Fleet Guest Service Manager
Royal Caribbean International
01.2016 - 01.2020
Guest Services Manager
Royal Caribbean International
06.2014 - 01.2016
Front Desk Manager
Royal Caribbean International
06.2012 - 06.2014
Assistant Front Desk Manager
Royal Caribbean International
06.2011 - 06.2012
Guest Administration Officer
Royal Caribbean International
12.2010 - 06.2011
Guest Services Officer
Royal Caribbean International
12.2009 - 12.2010
Diploma in Retail Travel and Tourism -
Teaching Travel Private College