Hello! I'm Darrel
One of the leading experts in digital distribution, digital marketing, SEO, HTML, Website integration & deployment Google Ads, Key word search optimization & social media marketing and digital advertising. Has a proven track record deploying digital marketing solutions that will result in a minimum revenue increase of 40% B to C Online Travel Agents, within the first year and grow direct bookings over 100%.
Visionary and strategic leader with hands-on work style; effectively build targeted, multinational teams from the ground up that deliver superior guest experiences and client experience within challenging, competitive markets.. Innovator, Visionary moving beyond the product, beyond the brand and evolving in building a tribe.
Darrel Cartwright
General Manager & Hospitality Consultant
Phone:
Upon Request
Email:
darrel.cartwright@darrel-cartwright.com
Address:
Altara Suites, 2306A, 120 Vo Nguyen Giap. Son Tra District. Da Nang, Vietnam
Skype:
darrel.cartwright
EXPERIENCE
2019-Current
General Manager
Anoasis Resort & Spa-Vietnam
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Hotel consisting of 75 rooms and luxury beach villas, private beach, Blue Wave Bar, My Oasis Restaurant, & My Soul Spa www.anoasisresort.com | www.touch-hospitality.com
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Grew OTA bookings 140% & Direct bookings 200% after deployment of the new digital solution
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Successfully ,transformed the resort into a lifestyle resort focusing on guest experience and transforming the organization into a highly dynamic and energetic place to work.
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Responsible for managing all aspects of the hotel operations, delivering unprecedented custom satisfaction, experience , driving revenue and building value for owners
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Designed, Built the new website integration of SEO, Keywords, Google Analytics, Adwords, Channel Manager & Booking Engine integration
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The delivery of unprecedented guest experience
2018-2019
General Manager
2015-2018
General Manager
The Park Lane Jakarta-Indonesia( Re-Branded to Wyhdahm Casablanca Jakarta)
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Responsible for managing all aspects of the hotel operations, delivering unprecedented custom satisfaction, experience , driving revenue and building value for owners.
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The five star hotel is located adjacent to one side of the city’s “Golden Triangle” central business district, the and within walking distance to superblock Kota Kasablanka Shopping Mall.
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Consisting of 280 rooms, including 36 long-stay Residences, four FnB outlets spa & Gym.
The Grand Sahid Jaya Hotel- Jakarta
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Responsible for maximizing hotel revenues, driving guest experience & satisfaction
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Preparation of the budget forecast, identify and seek out potential business in the market
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Transform revenue from traditional bricks and mortar approach to a digital one by implementing digital tools that help to capture more business digitally
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Successfully, increased direct bookings by 300 % and increased OTA business 100% through the use of google ads, & leveraging social media
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Hotel Consisting of 721 Room, 27 meeting rooms, 2 Ball Rooms with a maximum capacity of 3000 pax and 5 F& B outlets
2014-2015
General Manager
Post & Pre-Opening
Loama Resort & Spa-Maldives
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Spearhead resort operations, a luxury resort situated on a remote island location, consisting of 55 over-water villas, 50 beach villas, four food and beverage (F&B) outlets, a dive center, and spa.
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Effectively secured all licenses required for operations by overseeing all aspects of pre-opening, including manning, infrastructure, back-of-house (BOH) setup, and standard operation procedure (SOP) implementation.
2012-2014
General Manager
Diani Reef Beach Resort & Spa-Mombasa, Kenya
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Oversaw operations of a five-star resort comprised of 143 guest rooms, four F&B outlets, a conference center, spa, casino, and movie theater.
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Succeeded in attaining all set objectives, superior guest satisfaction, and a positive working environment by running the hotel in accordance with the organization’s standard operating procedures and policies.
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Led implementation of tailored products and services catered to hotel’s target groups and based upon pre-agreed marketing plans and budgets.
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Ensured continuous productivity and efficiencies through plan and budget concept design, monthly financial reporting, process improvement and cost saving initiative development, and operational auditing.
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Enhanced staff productivity and resolved bottlenecks by coordinating activities of department heads and assistant managers regarding timetables, work schedules, and employee resource allocation.
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Optimized workforce by heading all recruitment, hiring, orientation, training, and performance reviews for all new hires.
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Liaised with diverse groups of stakeholders, including C-level executives, local and public authorities, and main accounts.
2010-2012
Resident Manager
Post & Pre-Openining
Hyatt Regency Resort & Spa-Danang, Vietnam
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Headed pre-opening project management, including punching of rooms for handover to Hyatt and punching, controlling delivery of the FF&E.
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Directly responsible for operations involving 174 (1, 2, and 3) bedroom condominiums 27 luxury villas and 290 rooms.
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Consistently ensured quality products and exemplary guest service by achieving hotel goals, strategies, and objectives.
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Promoted interdepartmental transparency and communication by collaborating with other department heads.
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Established all standard SOPs for the residential management of all Hyatt condos and villas.
2004-2009
General Manager
Hanoi Lake View Hotel & Serviced Residences-Hanoi, Vietnam
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Grew property value from a $17m² to $29m² and achieved 100% occupancy for 2.5 consecutive years.
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Achieved record-high revenues and steady growth while concurrently reducing costs and increasing efficiency.
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Supervised 150 employees and established general policy and property management systems.
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Oversaw property management public relations; liaised with various authorities, owners, and occupants.
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Ensured maximum fiscal efficiency by providing initial and on-going operational cost estimations for all organizational properties and expenditure program reviews and revisions.
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Facilitated mechanical, electrical, and architectural feature design reviews of existing and future properties. Set and implemented building rules and regulations subject to Vietnam law for firm properties.
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Maintained high occupancy levels through effective motivation and by keeping current of market conditions, understanding competitive pricing, and utilizing appropriate marketing resources.
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Sustained project quality at HLV standards by coordinating maintenance of property with appropriate support.
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Actively promoted positive, proactive resident relations by demonstrating a “firm, fair and consistent” manner in all resident contacts and being attentive to political and social impacts of decisions
2000-2004
General Manager
Takanawa Prince Hotel-Tokyo, Japan
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Dramatically grew revenue by 40% and increased occupancy from 65% to 85%, on average.
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Hotel was awarded 2003 & 2004 Best Business Hotel in Japan, during tenure leading management.
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Directed operations consisting of 450 rooms and suites; 5 F&B outlets; 3,275m² of conventions, exhibitions, and special events space; 453 personnel; and an average of 39,000 covers per month.
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Maintained budgetary profit margins, prepared annual budget, and submitted quarterly operations plans.
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Maximized employee morale by demonstrating Spotlight 5 behaviors and providing tools, guidance, support, and incentive programs. Increased guest satisfaction by developing targeted management and staff programs.
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Accurately determined positive and negative gaps in service and prospective market opportunities by conducting comprehensive SWAT analyses.
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Kept owners and potential investors informed by presenting reports and projecting property market trends.
Previous Employment:
Rooms Division Director, Washington Hotel, Tokyo, Japan ▪ F&B Director/Rooms Division Director, Washington Hotel, Tokyo, Japan ▪ F&B Intern, Hilton Hotel, San Jose, CA ▪ Restaurant Staff, Hilton Hotel, San Jose, CA
2011-2013
Masters-Hospitality Management
2012-2013
Certificate in Hotel Revenue Management
2012-2013
Certificate in Hospitality Marketing
Cornell University
Cornell University
Cornell University
BRANDS
EDUCATION
SKILLS
Digital Marketing, SEO
HTML Web Design
English - Mother Tongue
Japanese,
Vietnamese - Advanced
Digital Advertising &
Re-marketing
Digital Distribution
EXPERTISE
Manage From the Heart
Good teamwork takes good leadership, and a good leader makes every team member feel valued and important.
In my dictionary, leading by example is the key to building a solid team. A leader should motivate his or her people by showing them how things should be done.
The other important leadership approach that that is important is managing from the heart. "I show how things are done instead of giving orders. That's the difference between a leader and a boss
The Digital Revolution
To be a successful General Manager in this day and age it is vital that the Manager becomes a digital marketing expert and understand the basic technology behind it. Communicating to the guests through social and digital platforms is so vital in this day and age. The message must express the experience we as a hotel have to offer. Get this message right through the right digital platform and the reach is limitless.
Building Guest Experience
The Key to success in this business is to re-think what is our product. The product is the experience. Not the room or the F&B. What people take away with them is the experience they had long after they check out. What stays with them is the memorable experiences. Build the experience and the revenue will come.