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.

I developed a comprehensive training and empowerment handbook for the operations team of Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This “Bliss Edition” handbook was designed to standardize service excellence and deeply ingrain the hotel’s commitment to exceptional, guest-centric hospitality.

The guide distills the hotel’s service philosophy into actionable principles, featuring the “5 Pillars of Service Excellence” and the practical L.E.A.R.N. model for handling challenges. It provides tailored guidance for every department, from Front Office and Housekeeping to F&B and Maintenance, emphasizing collaboration, professional communication, and a star work ethic. More than just a policy manual, it serves as a motivational tool and a practical daily reference to empower staff to create unforgettable guest experiences.

This project demonstrated my ability to translate a luxury brand’s core values into an engaging, practical, and inspiring resource that fosters a unified team culture and elevates the overall standard of service delivery.