Cranfield School of Management

Southbank University

Dulwich College

General Manager China World Summit Wing, A Shangri-La Hotel at Shangri-La Group

As General Manager of the flagship Waldorf Astoria Lusail, I am responsible for overseeing the entire complex including the water park, private beach and Beach Club. With high-end offerings of Sushi Samba and Scarpetta as well as Luxury rooftop bar, Highmore I am working with the team to build compelling activations to attract the local and international markets. With a luxury Espa Life spa onsite we offer the highest quality of service and treatments available in Doha with a unique Spa and health club offering.

Waldorf Astoria Lusail Doha

General Manager

Responsible for managing the flagship Grand Hyatt for China, working with owner relations and developing and stabilising the onsite team in line with market expectations and ensuring the offerings remained on brand for the future.

Grand Hyatt Shanghai

I currently oversee the company’s luxury flagship hotel in Beijing which includes the largest banqueting facilities, multiple restaurant concepts, leisure facility and Spa. Working with the team to establish business and communication strategies targeting domestic and international source markets. A key focus is on continual personal development and diversification within the senior leadership team whilst building staff retention programs to also attract talent to the property. Working and liaising closely with C-Suite leadership for both local ownership to maintain and build relationship with our stakeholders and partners.

Shangri-La Group

General Manager, GM of the year- CHA 2022, China World Summit Wing Beijing

I was assigned to our luxury, Flagship London property as General Manager to support and work with the regional team in developing the performance of the property for the Shangri-La Group whilst on secondment.

General Manager, Shangri-La at The Shard London

As General Manager of the luxury Al Husn resort in Muscat I transitioned the hotel during my tenure, directly responsible for driving an uplift in overall service delivery, focused on rollout of personalisation of the guest experience and preparing a detailed handover document for the incoming replacement for the property.

Taskforce General Manager, The Shangri-La Al Husn 

- I currently support the Executive Vice President for the Middle East & Indian Ocean Region acting as a key conduit to/ from the General Managers of regional properties.
- Delivering and measuring the company KPI's of these properties in reports
- review and compilation of compliance, service led audits
- Assisting in the delivery of the new hotel projects in a support function working with design and project teams, compiling of marketing intelligence and feasibility studies for current/ new locations
- Rollout and communication of new company initiatives- Balanced Scorecard programme initiatives
- General Management Taskforce assignments on property and in absence of property GM's where required to do so.
- Supporting the regional VP's and sales/ revenue teams with operational insight

Director of Special Projects

General Manager, Shangri-La Hotel Doha (SLDH)
Shangri-La Hotels and Resorts
July 2016- present

314 Guestrooms, Suites & Apartments, 6 Food & Beverage Outlets, CHI The Spa

- I joined as General Manager following the initial opening and completed the final construction phases of the remaining outlets.
- I assisted in established the hotel as a leading property in the city and navigated this through an ongoing challenging market situation driving the market share and profitability of the property

Major Achievements
- Sept YTD the hotel reversed a net operating loss and is trading +183%
- Reduced FTE headcount by 19% to improve overall productivity and profit contribution to GOP
- Achieved ISO2200 Food safety Certification
- Several of the hotel outlets were nominated and recognised with awards regionally and internationally
- CHI The Spa awarded Best spa in Doha
- RFP account increase by 40% from opening year
- Implementation of social media strategy which has allowed the property to be no.1 socially engaged with the local, regional markets
- Successfully bid and was awarded the outside catering for 1000 people to the British Embassy in 2017

General Manager Shangri-La Hotel Doha

- I took on a task force opportunity as General Manager of the company's flagship property in India preparing the property for the incoming replacement.
- During this time I worked with the Corporate and internal hotel F&B division to establish new outlet concepts and direction, procurement of HEOS items, working with project construction and ID Designers, menu planning and marketing/ launch strategies for their anticipated reopening.
- I also worked closely with the local ownership and partners to maintain open communication and dialogue during this time of transition for the property.

Taskforce General Manager, Shangri-La Eros Hotel, New Delhi

- I was part of the pre-opening and opening team of this Flagship mixed use complex for the Shangri-La Hotel & Resorts Group. 
- I was directly responsible for working with the project and ID design/ fit out teams in completion of the project and handover of internal and external spaces.
- Assisting in the recruiting of the 600+ staff to work across all departments in the hotel
- Selection and procurement of the HEOS for the F&B outlets, accessories and artwork programme
- Negotiation with third party suppliers and contracts
- Brand strategy and launch events in advance of the official opening

Pre-opening Hotel Manager Shangri-La at The Fort

Following an internal transfer I took over as General Manager and since starting I have compiled an extensive renovation programme (USD40M) which will in time will incorporate both Front and Back of house areas including new F&B Concepts.

Major Achievements
•	Compiled Full renovation schedule for 3 years including IRR and ROI calculations for projects costing a total of USD40M
•	Successfully oversaw the full construction programme of the Executive & Members Club lounge which cost USD1.3M
•	Implementation of Quality Assurance staff training programme
•	Development of substantial CSR activities undertaking recycling, food donation programmes and sustainability projects within Manila and The Philippines
•	Year end GOP conversion at 32.8%
•	Improved EOS survey for 2013 by 8%

Dusit International

General Manager, Dusit Thani Manila

I joined the iconic Dusit Thani as Resident Manager and was appointed General Manager in April 2011. Responsible for implementing and achieving the financial and strategic goals of the hotel whilst sourcing new opportunities for sales growth. 

Major Achievements
•Implemented full Sales & Marketing organisation restructure
•Successful in presenting a THB160 Million renovation for Dusit BOD approval
•Implementation of revenue culture throughout the hotel
•Forecasted 6 month total revenue to increase by 11% versus 2011
•GOP currently running at 31.9% YTD
•Guest satisfaction survey at 91% (company benchmark of 85%)
•Steered the hotel successfully through crisis situation in Bangkok (2011)
•5% improvement in staff EOS in 2011

Responsible for rebranding under LHW following its de-flagging from Banyan Tree Hotels & Resorts, recruited EXCOM team and developed an integrated  property R&M programme to revive the resort.

Major Achievements
•Restructured all outstanding debts and payment plan created for resort
•Creation & implementation of Marketing plan and strategy
•Increased GOR by 35% on 2009
•Reduced staff turnover by 25%

Al Areen Palace & Spa, A Member of Leading Hotels of The World

Consultant Hotel Manager

246 Rooms, 121 Residences, 8 Food & Beverage Outlets, 12 meeting & function rooms, The Diplomat Spa & Health Club

A premier international management position with Rezidor Hotels and Resorts. Responsible for overseeing the full operation whilst working closely with the local owner to deliver the financial results. The hotel achieved a position of top five in profitability for Rezidor hotels worldwide in 2009.

Major Achievements
•Acting General Manager (Oct 2009-Feb 2010)
•Achieved Year end GOP conversion of 57.50% in 2009
•Responsible for all operations as well as Revenue and Sales
•Oversee guest satisfaction survey system scoring 89% in satisfaction levels
•Achieved a staff turnover rate in 2009 of 23%, reduced by 20% from ‘08 
•Oversaw the renovation of full façade works to exterior of hotel

Radisson Blu

EXECUTIVE ASSISTANT MANAGER, The Diplomat Hotel

203 Rooms, 2 Restaurants- Gordon Ramsay's at Claridge's/ The Reading Room, The Foyer, Claridge's Bar, Fumoir Bar, 10 banqueting and PDR, Claridge's Fitness & Beauty centre.

Flagship property of the luxury Maybourne Group which also includes The Connaught and The Berkeley where managed both Rooms as well as Food & Beverage divisions. The property contributed 45% to Group GOP 

Major achievements
•Rooms revenue ahead of Budget by £500,000 & £1.2 million vs 2007
•Total costs in line with budgeted percentages YTD for 2008
•Improved Employee Satisfaction Survey to 84% from 80% YTD
•Awarded Hotel of The Year 2008 by Mayfair Times
•Implemented Hotel Sustainability Strategy -projected savings of 30% on utilities 
•Maintained Food Cost under budgeted 23% and Beverage cost under 24%
•Growth of GOP to 46.5% overall ahead of budget 43%

Maybourne Hotel Group

HOTEL MANAGER, Claridge's London

135 rooms, The Ritz Restaurant, The Rivoli Bar, The Palm Court, The Ritz Salon, Marie Antoinette suite, William Kent House Private Dining

Working in one of the world’s most iconic hotels in the position of Rooms Division Manager and then promoted to EAM as a result of significant achievements, recruited new Front of House team and developed Ritz Room Product whilst assisting in overseeing the renovation of William Kent House suites and Private Dining.

Major Achievements
•Hotel ranked in top five of London leading properties
•Implementation of KPI’s across all department heads
•2006- LHW Brand standards achieved 86%, increase of 10% from 2005 
•GOP increase in 2006- 17% ahead of budget
•Cost control and expenses reduced to 8.9% 
•Reduced turnover of staff to 35% from 48% across the hotel

The Ritz London

EXECUTIVE ASSISTANT MANAGER, The Ritz London

An opportunity to work with Rocco Forte in his leading and only luxury hotel in the Northwest of England. A multi-award winning hotel and was No.1 both in market share and positioning within the city.

Major Achievements
•Oversaw successful opening of The Lowry Urban Spa
•The River Restaurant awarded 2 AA Rosettes & 1 star Michelin 2004
•Successfully negotiated The FA contract to host the England Football team
•Awarded Green Hotel of the Year 2003-4
•2004- Exceeded GOP budget by 12% and 20% growth on 2003

Alex Willats