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Arnaud ESNAULT

GEX

En résumé

Exceptional record of success in Various Hospitality sectors (Luxury Hotels, Cruise Line, Wellness and Private Clinic). International expertise in hotel operations, quality improvement, customer satisfaction, business development, and change management. Excel at building, training, and leading top-performing, award-winning teams. Consistent history of increasing revenues, profitability, and performance. Experienced at directing pre-opening and opening activities, regulatory compliance, and payroll. Excellent problem solving and financial management skills.

Mes compétences :
Hôtellerie
Management
Travail en équipe
Cohésion en équipe
Animation d'équipe
Coaching
Gestion de projet
Audit qualité
Formation
Accompagnement au changement

Entreprises

  • HX Consulting - Président fondateur

    2018 - maintenant HX Consulting vous propose une expertise et un accompagnement personnalisé dans les domaines en l’Hospitality business.
    Human eXperience Consulting met les Femmes et les Hommes de votre entreprise au cœur de votre succès.
    Je vous offre un service sur mesure pour vous accompagner dans nos vos projets dans les domaines suivants :
    - Audit Qualité et Capital Humain
    - Conseil et Accompagnement de projet
    - (Re)définition de vos Valeurs et de votre Vision
    - Fomation et Coaching de vos équipes
    www.hxconsulting.net
  • European Sleep Center - Business developer

    2018 - maintenant European Sleep Center, fondé en 2008 par le Dr Duforez, est un organisme composé de médecins, scientifiques et chercheurs dans les domaines touchant au Sommeil, la Vigilance, la Performance, le Bien être et la Qualité de vie.
    3 activités :
    - consultations médicales sommeil
    - études, R&D appliquée pour les entreprises
    - conseil
    3 Clientèles :
    - Individuel
    - Entreprise
    - Sportifs de Haut Niveau
  • Clinique Générale Beaulieu - Directeur des Services aux Patients

    Genève 2017 - 2018 Amélioration de la qualité de service aux Patients
    Réorganisation et optimisation des équipes hôtelières
    Gestion de projets transversaux avec la Direction des Soins
    Conception et Gestion des travaux : nouvelle réception, nouveau restaurant, étage VIP avec Suites
  • MSC Cruises - Brand Performance Director

    2014 - 2016
  • La Réserve Genève - Directeur Adjoint

    2013 - 2014
  • InterContinental Mauritius Resort - EAM Operations

    2012 - 2013 Five-star, 210-room privately-owned resort with spa, restaurants, and banquet facilities.

    Executive Assistant in Charge of Operations – Executive Committee
    Oversee all operational departments, including Food & Beverage, Front Office, Recreation, Spa, Housekeeping, Engineering, Security, and IT. Supervise staff of 400. Maintain all quality and regulatory compliance. Manage P&L, special projects, risk, and more.
    • Improved employee satisfaction from 75.1% to 78.3% in one year through action planning.
    • Increased guest satisfaction 14.7 points through quality initiatives.
    • Grew total hotel revenue 7.7% and GOP 1 point over previous year through increased focus on upselling by front office and Food & Beverage areas.
    • Enhanced profitability by monitoring payroll expenses and introducing highly effective energy conservation programs such as solar panels, LED lights, and waste management.
    • Produced increases in customer interest by implementing brand standards such as Planet Trekkers Kids Club.
    • Maximised performance levels through the introduction of specialised tools, including concierge initiatives, I-Clean, I-Arrive, I-Fix, and I-Q.
    • Reduced costs and emphasised international talent by recruiting senior students from various Swiss hotel schools.
  • InterContinental Paris le Grand - Director of Front Office

    2011 - 2012 Five-star, 470-room flagship property with multiple restaurants, bars, club lounge, and conference facilities.

    Director of Front Office – Executive Committee
    Managed Front Office operations, including Reception, Guest Relations, Concierge, Bell staff, Club Lounge, and Switchboard. Supervised staff of 80. Held responsibility for P&L, customer satisfaction, and brand promotion.
    • Dramatically improved guest satisfaction and staff performance levels in first six months by implementing Instant Service Manager and Club Manager positions.
    • Turned around performance and quality and achieved all customer loyalty targets.
    • Initiated internal enrollment incentive project to increase enrollments in InterContinental's loyalty program.
    • Coached several employees to supervisory or managerial positions.
  • InterContinental Melbourne the Rialto - Rooms Division Manager

    2008 - 2011 Five-star, 253-room corporate-focused hotel with multiple facilities and amenities.

    Rooms Division Manager – Executive Committee
    Recruited to oversee pre-opening and opening activities prior to taking on daily operations role. Worked closely with designers, builders, owners, and InterContinental Hotels Group. Implemented all SOPs, recruited team of 80, and instituted all brand standards. Supervised Front Office, Concierge, Club, and Housekeeping. Managed P&L, and co-directed Food and Beverage department with Executive Chef. Served as Regional Coach for several hotels.
    • Earned 2010 World Travel Award, Australia's Leading Business Hotel award.
    • Built hotel to Number 1 in Guest Satisfaction among all IHG hotels in Australia, New Zealand, and South Pacific. Exceeded Guest Satisfaction target by 2.5% in 2009.
    • Achieved 2009 Conde Nast Traveler Hot List and 2009 DestinAsian Luxe List.
    • Only Australian hotel included in 2009 Wallpaper Penultimate List of the 50 Best Business Hotels Around the World.
    • Led location to 2009 Priority Club Reward Olympics and exceeded all loyalty goals.
    • Selected to substitute for General Manager for several months in 2010.
    • Organised Asia Australasia IHG Business Partners Yearly Event during Melbourne F1 Grand Prix (2009-2011).
    • Mentored Chief Concierge and Banquet Manager from IHG sister properties (Crowne Plaza and Holiday Inn) to exceptional performance scores.
    • Created and implemented critical crisis management team and program.
  • InterContinental Geneve - Front Office Manager

    2005 - 2008 Five-star, 333-room hotel catering to business and diplomatic clientele.

    Front Office Manager – Department Head (2006-2008)
    Assistant Front Office Manager (2005-2006)
    Supervised team of 40 and managed Front Office, Concierge, Bell, Guest Relations, Switchboard, and Business Centre.
    • Improved efficiency and guest satisfaction by establishing dual Instant Service (switchboard) and Business Centre manager role, along with Head Doorman, Head Concierge, Guest Relations Manager, and Assistant Front Office Manager.
    • Enhanced guest experience by introducing standardised greetings and prepared responses for common questions.
    • Maximised service quality by evaluating program vs. higher-profile competitors and implementing new procedures.
    • Contributed to revenue growth by launching upselling program that met assigned goals.
    • Improved guest satisfaction score from 72% to 82% in less than two years.
    • Increased productivity by reorganising Front Office operations.
  • InterContinental Resort & Spa Moorea - Front Office Manager

    2004 - 2005 Five-star leisure hotel with 49 rooms and 95 bungalows, plus Spa.

    Front Office Manager – Department Head
    Managed Front Office, Switchboard, and Porter areas. Supervised staff of 15. Developed and implemented policies and procedures to maximise quality and service levels.
    • Led hotel to Ambassador Champion status in Asia Pacific for 2004.
  • Hyatt Regency Paris Madeleine - Night Manager + Hotel Management Trainee

    Paris 2002 - 2004 Five-star, 86-room boutique hotel catering to business clientele.

    Night Manager & Hotel Management Trainee
    Oversaw all night operations, including Front Desk.
    • Earned Receptionist of the Year for 2003, International Association of Front Office Managers for 4 and 5 Star Hotels. (AICR).

Formations

  • Ecole Hôtelière De Lausanne EHL (Lausanne)

    Lausanne 2008 - 2008 Summer School

    • Financial Statements & Ratio Analysis
    • Balancing the Budget
  • ESSEC Business School (Cergy Pontoise)

    Cergy Pontoise 1997 - 2002 MBA

    Sales, Marketing & Negotiations - Chaire Vente et Stratégie Marketing Europe

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