Jakob Koepernick

Responsible for leading the entire Rooms Division of Mandarin Oriental's largest property with 629 rooms and suites and a total of 160 team members comprised of Front Office, Housekeeping, Laundry Services, Guest Relations, Concierge, Bellman, Club Lounge and PBX: - Developing departmental strategies - Leading multiple renovation projects in both front of house as well as back of house areas - Guiding and leading the teams through projects to ensure MOHG's transformation strategy is successfully incorporated - Setting up the organizational structure of the Rooms Division comprised of Front Office, Guest Relations, Housekeeping, Laundry Concierge, Belldesk, Guest Relations, PBX and Club Lounge - Ensuring the division´s financial success by managing the departments budgets and P&L - planning and executing the training and development of the teams - upholding LQE, Forbes 5-star & Mandarin Oriental Brand Standards - creating SOPs to ensure smooth day-to-day business operations - project management and liaising with internal and external stakeholders - guiding & leading the teams of the Front Desk, Guest Relations, PBX, Housekeeping, Concierge, Bellmen, Club Lounge and Laundry in the day-to-day operations - creating memorable experiences for our guests - liaising with outsourced companies, vendors and partners

Responsible for setting up the entire Rooms Division comprised of Front Office, Housekeeping, Laundry, Services, Guest Relations Concierge, Bellman and PBX: - Developing departmental strategies - Setting up the organizational structure of the Rooms Division comprised of Front Office, Housekeeping, Laundry Concierge, Belldesk, Guest Relations, PBX and Club Lounge - Ensuring the division´s financial success by managing the departments budgets and P&L - Plan and support the implementation of the Property Management System and all other relevant IT solutions - planning and executing the training and development of the teams - upholding LQE & Mandarin Oriental Brand Standards - creating SOPs to ensure smooth day-to-day business operations - project management and liaising with internal and external stakeholders - guiding & leading the teams of the Front Desk, PBX, Housekeeping, Concierge, Bellmen and Laundry in the day-to-day operations - creating memorable experiences for our guests - liaising with outsourced companies, vendors and partners

Responsible for setting up the entire Rooms Division including the following tasks: - Developing departmental strategies - Setting up the organizational structure of the Rooms Division - Ensuring the division´s financial success by managing the departments budgets and P&L - Plan and support the implementation of the Property Management System - planning and executing the training and development of the teams - upholding LQE & Mandarin Oriental Brand Standards - creating SOPs to ensure smooth day-to-day business operations - project management and liaising with internal and external stakeholders - guiding & leading the teams of the Front Desk, Housekeeping, Concierge, Bellmen and Laundry - creating memorable experiences for our guests - liaising with outsourced companies, vendors and partners - supporting the day-to-day operations

Responsible for the entire Front Office operations including the following tasks: - overseeing & leading the teams of the Front Desk, PBX and Butlers with 25 team members - liasing with and creating memorable experiences for our guests - supporting the Assistant Director of Rooms in day-to-day operations - training and developing the team - upholding Leading Quality Assurance Standards of The Leading Hotels of the World - creating SOPs to ensure smooth day-to-day business operations - handling guest requests and VIPs - project management and liaising with respective departments

Responsible for the entire Front Office operations including the following tasks: - overseeing & leading the Front Office, Reservation, Concierge and Bellmen with 15 team members - liasing with and creating memorable experiences for our guests - scheduling and budgeting the Front Office operations - training and developing the team - upholding Leading Quality Assurance Standards of The Leading Hotels of the World - creating SOPs to ensure smooth day-to-day business operations - ensuring highest possible ADR and RevPar - handling guest requests and VIPs - project management and liaising with the corporate office

https://aicrinternational.org/ Responsible for taking care of the members of the Swiss German subsection as well as organising get-togethers and connecting and furthering the cause of the Amicale Internationale des Sous Directeurs et Chefs de Réception des Grand Hôtels in Switzerland.

- Leading & supervising the teams of Front Desk, Bellstaff, and Kid´s Club with 30 team members - Responsible for scheduling and payroll of the team - Allocating rooms and maximize revenue - Budgeting front office operations - Recruiting and hiring new team members as well as developing existing team member - Reporting directly to the general manager - Evolving and innovating SOPs - Leading and enhancing Guest Relations including VIP guest handling, complaint management and guest recognition - member of the Crisis Response Team - Improving upselling scheme and loyalty enrollments - Ensuring smooth daily front office operations

- Supervising the entire front desk and bellstaff team including hiring and managing all team members - Acting as Leading Hotels of the World Ambassador - Training the front desk team on LeadingQualityAssurance and Forbes 5-star standards - Developing a trainee program for front desk operations - Daily revenue reporting directly to the general manager - Ensuring smooth day to day front desk operations - Creating the team´s schedule - Manager on Duty - Ensuring highest guest service quality - Received "Happy Guest Award 2018" by The Leading Hotels of the World as the only hotel amongst 400 Leading Hotels in the World together with the entire team for the exceptional service and guest satisfaction

- Supervision of the entire front office team in cooperation with the front of house manager - Ensuring smooth day to day front office operations - Creating the front desk team schedule - Responsible for training all front desk staff members according to leading quality assurance standards as well as Swiss Deluxe Hotels standards - Responsible for house accounting and follow-up on due payments - Processing and preparing end-of-day reports for daily head of department meetings - Manager on Duty at least once a week - Trainer and guide for all trainees and interns at the front desk - Performing all daily front desk tasks (such as check-in and check-out) - Guest Relations in cooperation with Head Concierge - Crosstraining team members for porter/guest services as well as reservations task - Helping out the reservations department

- Supervising the allocated shifts and staff at the front desk - Maintaining highest quality standards according to LQA and Swiss Deluxe Hotels - Performing daily front desk task: check-in and check-out - Guest Relations - Coordinate with front desk management regarding accounting - Helping the reservations team in processing and taking reservations

- Supervision of the night shift - Handling the daily front desks task and ensuring smooth front desk operations - Creating and processing of end-of-day report - Supervising and preparing expected arrivals and departures of the day - Manager on Duty during the night

- Apprenticeship to become Hotel Industry Expert (IHK-geprüfter Hotelfachmann) - Rotated throughout the following departments to gain hands-on working experience: Front Office, Housekeeping, Restaurant, Bar, Events, Kitchen, Accounting - Monthly system of 3 weeks working experience at the hotel and 1 week studying in the hospitality school

- Organisational Behavior - Financial Management - International Marketing and Business Environment - Corporate Strategy and Competitiveness - Strategic Management