I developed a specialized leadership and management handbook for the supervisory team of Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This “Bliss Edition” guide was crafted to empower Heads of Departments (HODs) as the primary architects of the guest experience, moving beyond operational checklists to instill a strategic, cohesive leadership philosophy.

The handbook provides a comprehensive framework for modern hospitality leadership, covering critical areas such as managing the entire guest journey, breaking down departmental silos, active coaching, and leveraging technology for seamless communication. It introduces powerful concepts like the “ripple effect” of leadership decisions and provides practical tools for empowering teams, handling guest feedback, and fostering a culture of collective responsibility. This resource is designed to transform supervisors from managers of tasks into curators of unforgettable guest experiences, directly supporting the hotel’s luxury positioning and service excellence goals.

This project demonstrated my ability to create sophisticated, targeted training materials that align leadership practices with core brand values, driving both operational synergy and a superior standard of service.