Désirée Sabine Houtermans
Dubai
Summary
Dynamic, results-driven professional with extensive experience in hospitality management, financial control, and organizational restructuring across diverse industries. Adept at troubleshooting complex operational issues, streamlining workflows, finding optimal solutions and fostering efficient communication in multicultural environments. Proven track record of optimizing processes, managing cross-functional teams, and driving organizational change. Skilled in developing and implementing innovative solutions to enhance operational efficiency.
Overview
35
35
years of professional experience
Work History
Assistant CEO, CFO, Allrounder
Risknwology GmbH
Zug
01.2007 - Current
- Part-Time All-Rounder
- Human Resources Manager.
- Coordinated the training department.
- Hired, trained, and mentored administrative staff members to maximize productivity.
- Organized training events, including locations, F&B, registrations, study material, and certificates.
- Managed company-wide budgets, payroll, accounting and other financial operations.
- Oversaw billing and successfully decreased late payments by implementing accumulated late fees.
- Assisted with customer requests and answered questions to improve satisfaction.
- Reviewed contracts prior to execution by the company to ensure they are financially sound decisions.
- Personal Assistant to the CEO, including travel arrangements, visas, and trade licenses.
- Assisted in opening a company branch in Dubai, UAE.
- Ensured compliance with federal, state and local laws regarding taxation and reporting requirements.
- Prepared accounts according to regulatory requirements.
- Assessed financial performance of the organization on a regular basis and identified areas for improvement.
- Reviewed current systems and processes regularly for potential improvements or upgrades.
- Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
- Assisted in developing pricing models for products and services offered by the company.
- Sourced, installed and implemented new accounting systems to streamline operations.
Controller
NH Hotel Management Fribourg SA
Fribourg
08.2002 - 12.2002
- I was hired by the Chief Controller of Golden Tulip Switzerland to assist during the merger of the Golden Tulip Fribourg into the Spanish NH Hotels group. My task was to be the controller during the take over by the Spanish NH Hotels group.
- Maintained general ledger and chart of accounts, performed complex accounting functions such as journal entry preparation, account analysis, balance sheet reconciliation and preparation of quarterly financial statements.
- Assisted in the Internal reorganisation and restructuring to comply with the new management vision.
- Created a handbook on how to use their explicit accounting software.
- Produced financial reports and audit documentation to facilitate internal and external auditing.
- Maintained general ledger integrity through review of account balances and transactions ensuring accuracy of information reported in the financial statements.
- Prepared consolidated financial statements at period end close including balance sheet reconciliations.
Restaurant Manager
Jemini Ristorante AG
Bern
03.2002 - 06.2002
- I was hired to troubleshoot the restaurant, as it was not making the expected profit.
- As a first step, I had to place the restaurant under my hotelier license, as it no longer had a valid license.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Created and implemented an outdoor dining space to drive business growth.
- Implemented the first indoor non-smoking section in a restaurant in the city of Bern.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Supervised activities of dining room staff to maintain service levels and support guest needs.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Created new menu items based on customer feedback and industry trends.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Discovered a hidden hack/fault in the ordering software which allowed waiters to defraud the establishment
- Worked with the software developer to correct and optimize their software.
- Established policies for cash handling procedures to maximize security measures.
- Implemented effective marketing campaigns to increase revenue and improve brand awareness.
- Once my task as a troubleshooter was completed, I reiterated my hotelier license.
CEO
Valora AG
Bern
07.2001 - 03.2002
- I was hired to open and manage a new business concept in Bern.
- For judicial reasons, the restaurant, café, and store were never opened by Valora.
Clinical Assistant
Praxis Dr. Karl Kläy und Dr. Ayesha Kläy
Bern
01.2001 - 03.2001
- Reorganization and restructuring of a small medical clinic.
- The clinic was set up so that half the time it was a surgeon consultancy, including local surgeries for Dr. Karl, and the other half was for the gynecologist, Dr. Ayesha. I was assisting both.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Assisted physicians with minor surgical procedures.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Verified appointment times with patients, preparing charts, pre-admission and consent forms.
- Contacted medical facilities to schedule patients for admission.
- Prepared documents for insurance companies regarding payment for services rendered.
- Cleaned and maintained medical equipment following procedures and standards.
- Rendered high level of support to stressed patients prior and during procedures, offering comfort and listening ear.
- Ensured that all clinical areas were clean, sanitary, and well organized at all times.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Controller / Human Resources Manager
Hotel Golden Tulip Plaza Biel
Biel
02.2000 - 01.2001
- The hotel was under the management of Golden Tulip Switzerland, with headquarters in Fribourg. I was hired by the Chief Controller of the Golden Tulip Switzerland, to whom I reported directly.
- Created financial reports for senior management, board of directors and external auditors in accordance with generally accepted accounting principles.
- Coordinated timely dissemination of internal and external financial statements, annual audits, and annual budgets.
- Analyzed financial data and generated accurate financial statements on a monthly basis.
- Maintained general ledger and chart of accounts, performed complex accounting functions such as journal entry preparation, account analysis, balance sheet reconciliation and preparation of quarterly financial statements.
- Uncovered and reported discrepancies and fraudulent financial activities.
- Streamlined operations to improve on-time collections and reduce invoice processing time.
- Administered payroll for employees and oversaw corporate payroll reconciliation and tax activities.
- Performed human resources tasks such as hiring, work contracts, permits, and employee discipline and termination to address policy infractions.
- Encouraged open communications, promoting positive and pro-employee work environment.
- Managed compensation, insurance and vacation days within employee benefits programs.
- Scheduled meetings with employees to address concerns and grievances.
- Oversaw daily activities of staff members including hiring, training and evaluating personnel performance.
- Assisted the new hotel manager with the internal reorganization and restructuring.
- Public relations of hotel guests, authorities, and the local population.
- Worked under the leadership of the Controller of the Golden Tulip Switzerland and reported directly to him.
- In 2002, I was hired by the same controller to work for NH Fribourg when part of the Golden Tulip Group was taken over by the Spanish NH Hotels Group.
Stv. Profit Center Manager Minibar Basel / Chur
SSG Speisewagen AG
Zürich
07.1999 - 02.2000
- Opened a new profit center.
- Managed a team of 45 employees.
- Ensuring the optimisation of the Minibar and Rail Bar system.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Monitored team performance against established key performance indicators.
- Assessed staffing needs and recruited qualified personnel; trained new employees in company policies and procedures.
- Conducted regular meetings with staff members to review progress, discuss opportunities, and provide guidance as needed.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Investigated customer complaints regarding product quality or service delivery issues; took corrective action when necessary.
Assistant Manager Hotelzug (Train-Hotel)
SSG Speisewagen AG
Zürich
06.1998 - 07.1999
- Coordinated between SBB (Swiss Railway), City Nightline, Orient Express, OBB (Austrian Railway), international reservations teams, housekeeping, and F&B.
- Secured the daily operation, including housekeeping, and loading and unloading of up to 1.2 tons of material.
- Performed various administrative, financial, and human resources tasks.
- Was a key member of the development for a multi billion-a-year sleeper car tender for the lines going from Amsterdam to Sicily.
- I was secured in the role of CEO of this new sleeper car business if we won the tender. The tender was unfortunately lost by a minimal fraction to Wagons-Lits.
- Developed, realised, and implemented a simple-to-use and understand international color-coded cleaning system for all the sleeper wagons.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Implemented quality control measures to uphold company standards.
- Ensured compliance with safety regulations and company policies.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed completed work to verify consistency, quality, and conformance.
- Monitored employee attendance records, timekeeping, and payroll information.
- Coordinated with other departments to ensure smooth flow of operations.
- Supervised daily operations including scheduling shifts, assigning duties.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved conflicts between team members of various backgrounds, ethnicity and beliefs in an effective manner.
Food and Beverage Assistant Manager (F & B Manager)
Grand Hotel National
Luzern
01.1998 - 04.1998
- Under the new management, I was promoted to Food and Beverage Assistant Manager. Initially, there was no hotel manager, nor an F&B manager. Until the new staff was hired, I took over their duties.
- Also continued to maintain the same roles and responsibilities as when I had the title of Banqueting Coordinator.
- Developed, introduced, and implemented various controlling systems.
- Reorganized and optimized backend workflows.
- Provided comprehensive training to new Food and Beverage Manager with Interior Design background.
Banqueting Coordinator (F & B Manager)
Grand Hotel National
Luzern
09.1997 - 12.1997
- Maintained the roles and responsibilities of the Food and Beverage Assistant Manager.
- Was made responsible for reaching the set budgets.
- Created a simple-to-use, jet very effective inventory, stock-taking, and monitoring system for an optimal overview and precise shift of stock and goods.
- Negotiated optimal prices with the supplier.
- Successfully decreased costs and increased sales, resulting in the highest profits.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Coordinated with the Sales and Marketing Department.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Designed exceptional menus, purchased superior goods, continuously improved and modernized operations and liaised between guests, service staff and kitchen.
- Exceeded customer satisfaction by finding creative solutions to problems.
Food and Beverage Assistant Manager
Grand Hotel National
Luzern
08.1995 - 11.1995
- Responsible for Public Relations in the hotel and restaurant areas, banqueting, bar, seminars, and meetings, and ensuring smooth operation, cooperation, and coordination of all departments.
- Set up and lead banquets, events, and weddings for up to 300 people.
- In charge of beverage stock, inventory, arranging part-time staff, and making the work schedules for full-time staff.
- Oversaw room service, banqueting, and back-end staff operations.
- Circulated within assigned areas to assess and address customer needs, effectively prioritizing tasks during peak hours.
- Inspected dining and serving areas for cleanliness and proper setup.
- Assisted staff by serving food and beverages or bussing tables.
- Coordinated with other departments, such as housekeeping or maintenance, to ensure the smooth operation of the outlets.
- Oversaw food and beverage operations, delivered day-to-day consistency and set and maintained highest food quality and service standards.
- Maintained records of sales transactions, including cash receipts and credit card payments.
- Provided feedback to kitchen staff on customer preferences and suggestions.
- Maintained a clean working environment by delegating cleaning tasks among team members according to their job descriptions.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Moved throughout dining and kitchen areas, visually monitored alignment with food quality and service standards and took relevant corrective actions.
- Resolved customer complaints promptly, efficiently, courteously and professionally.
- Entered and processed the backlog of purchase orders and invoices from the previous F&B assistant.
Receptionist
Grand Hotel National
Luzern
05.1995 - 08.1995
- Provide support across Front Desk, Sales and Marketing, and F&B Departments as needed.
- Reorganized workflows for improved departmental performance.
- This led to being offered the position as Food and Beverage Assistant Manager.
Management Internship (Front Office)
Grand Hotel National
Luzern
01.1995 - 05.1995
- Greeted visitors and residents entering the establishment to determine the nature and purpose of their visit.
- Answered, screened, and forwarded incoming phone calls while managing multi-line telephone systems.
- Coordination between various departments, including Reservations and Housekeeping.
- Implemented strategies to take advantage of new opportunities.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Performed data entry tasks into various computer systems accurately and promptly.
- Composed and prepared routine correspondence, letters and reports with job-related software.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents, typing letters, as well as scanning, copying, and filing documents when necessary.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
- Managed company database and ensured the accuracy of contact information.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Implemented diverse software solutions to enhance workflow efficiency.
- Compiled data from various sources into organized reports for management review.
Kitchen Internship
Hotel Savoy Baur en Ville
Zürich
12.1993 - 06.1994
- As part of the Internship contract, I worked in all food production departments.
- Trained the new cold kitchen Chef de Partie.
- Due to my patience and fine motor skills, I was put in charge of creating fine designs made of chocolate.
- Recognized for resilience and skill with offer for versatile position in fine dining kitchen.
- Prioritised and organised tasks to efficiently accomplish set goals.
Service Internship
Hotel Valaisia
Crans-Montana
12.1992 - 05.1993
- I managed the bar and café alone during the day.
- Advanced to manage night shift operations at the bar.
- Performed opening and closing duties such as setting up workstations with necessary items.
- Boosted the morale of the staff in the dining area by bringing fun into the work.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
- Prepared workstations with ingredients and tools to increase efficiency.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Informed guests about daily specials, upcoming events and promotions offered at the restaurant.
- Promoted desserts, appetizers, and specialty drinks to optimize sales.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Operated POS terminals to input orders, split bills and calculate totals.
- Processed payments from customers using cash registers and credit card terminals.
- Operated kitchen equipment in alignment with OSHA protocols and manufacturer instructions.
- Prepared variety of foods according to exact instructions and recipe specifications.
Service Staff at the pool, Banquettes and Receptions
Parkview Suites
Hong Kong
06.1991 - 09.1991
- All-rounder in the various outlets.
- I had done unpaid work at the pool outlet for one year in exchange for food and drinks prior to their officially hiring me.
- Maintained positive working relationship with fellow staff and management.
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Took reservations and to-go orders to streamline process for both customer and restaurant.
- Checked food before serving it to customers.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Served food and beverages to patrons and confirmed complete orders.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Collected dirty dishes and glasses from tables or counters, preparing areas for next diners.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
Cashier and Sales Assistant
Park N' Shop
Hong Kong
04.1990 - 05.1991
- Part-time student job.
- Preserved the appearance of the store by arranging and replenishing displays and merchandise racks.
- Was quickly promoted to part-time cashier.
- Processed customer payments quickly and returned exact change and receipts.
- Boosted customer satisfaction levels by going extra mile to personalise service for each customer.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Learned the roles of other departments, including meat and dairy, to provide coverage and keep the store operational.
- Performed other duties as assigned by management.
- I worked with the Head of Security once I discovered fraudulent activities involving other staff members.
Education
Some College (No Degree) - Life Coach
Mindvalley
United States05-2024
Bachelor of Arts - Hospitality Management
SHA Hotel Management School "Les Roches"
Crans- Montana, Switzerland01.1997
Management and Operations -
SHA Hotel Management School "Les Roches"
Crans- Montana, Switzerland01.1994
Kitchen and Production -
SHA Hotel Management School "Les Roches"
Crans- Montana, Switzerland01.1993
Service and Sales -
SHA Hotel Management School "Les Roches"
Crans- Montana, Switzerland01.1992
High school or equivalent -
FIS French International School
Hong Kong01.1992
High school or equivalent -
SIS South Island School
Hong Kong01.1991
Highschool
ISS International School of Singapore
Singapore01-1989
Skills
- Crisis management
- Systems organization
- Analytical thinking
- Organizational agility
- Operational excellence
- Strategic visioning
- Project management
- Multitasking Abilities
Languages
German : Mothertongue
Swiss-German : Mothertongue
Italian : Mothertongue
Ticinese : Mothertongue
English : Mothertongue
French : Fluent
Dutch : Fluent
Arabic : A few words and keen to learn
Computer Skills
- Mirus (Human Resources)
- Fidelio (Front Office)
- Lanmark (Accounting)
- Xhenia (Cash Register System)
- Microsoft Operating System
- Mac Operating System
- Bexio (Accounting)
- Wave (Accounting)
Personal Information
- Date of Birth: 10/26/73
- Gender: Female
- Marital Status: Married
Nationalities
- Swiss
- Dutch
Accomplishments
- Community Coordination (Dubai Flood Response, 2023 – 2024):
As a result of the November 2023 rains, I established and managed a community response network to coordinate flood relief efforts, collaborating with the community management, security and residents to facilitate recovery and aid distribution. Today this is a 1,200-member autonomous Community set to help and support each other.
References
References available upon request.
Timeline
Assistant CEO, CFO, Allrounder
Risknwology GmbH
01.2007 - Current
Controller
NH Hotel Management Fribourg SA
08.2002 - 12.2002
Restaurant Manager
Jemini Ristorante AG
03.2002 - 06.2002
CEO
Valora AG
07.2001 - 03.2002
Clinical Assistant
Praxis Dr. Karl Kläy und Dr. Ayesha Kläy
01.2001 - 03.2001
Controller / Human Resources Manager
Hotel Golden Tulip Plaza Biel
02.2000 - 01.2001
Stv. Profit Center Manager Minibar Basel / Chur
SSG Speisewagen AG
07.1999 - 02.2000
Assistant Manager Hotelzug (Train-Hotel)
SSG Speisewagen AG
06.1998 - 07.1999
Food and Beverage Assistant Manager (F & B Manager)
Grand Hotel National
01.1998 - 04.1998
Banqueting Coordinator (F & B Manager)
Grand Hotel National
09.1997 - 12.1997
Food and Beverage Assistant Manager
Grand Hotel National
08.1995 - 11.1995
Receptionist
Grand Hotel National
05.1995 - 08.1995
Management Internship (Front Office)
Grand Hotel National
01.1995 - 05.1995
Kitchen Internship
Hotel Savoy Baur en Ville
12.1993 - 06.1994
Service Internship
Hotel Valaisia
12.1992 - 05.1993
Service Staff at the pool, Banquettes and Receptions
Parkview Suites
06.1991 - 09.1991
Cashier and Sales Assistant
Park N' Shop
04.1990 - 05.1991
Some College (No Degree) - Life Coach
Mindvalley
Bachelor of Arts - Hospitality Management
SHA Hotel Management School "Les Roches"
Management and Operations -
SHA Hotel Management School "Les Roches"
Kitchen and Production -
SHA Hotel Management School "Les Roches"
Service and Sales -
SHA Hotel Management School "Les Roches"
High school or equivalent -
FIS French International School
High school or equivalent -
SIS South Island School
Highschool
ISS International School of Singapore
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