| Summary _ Charles Muller has excelled in the role of Cluster General Manager for Hilton Frankfurt Airport and Hilton Garden Inn Frankfurt Airport.As the first dual-branded property in Europe, Charles caters to a wider audience by welcoming guests to both the upscale Hilton hotel and the midmarket Hilton Garden Inn hotel from the busiest airport in continental Europe. In June this year, during the annual Hilton Worldwide Europe Awards 2012, Charles Muller was awarded the “Special President Award”. In honor of Charles’ and his team’s outstanding achievements before and after opening Hilton Frankfurt Airport and Hilton Garden Inn Frankfurt Airport, the award recognized the achievement of successfully positioning the two hotels in the market within such a short time frame, and gaining top ranking on the website TripAdvisor. The Dutchman can look back on an impressive 18-year career with Hilton Worldwide, during which he amassed a wealth of experience in different roles around the world. In his position of General Manager for several hotels around the globe, he was responsible for various hotel openings – amongst them the opening of Hilton Madrid Airport in 2008 as well as the opening of Hilton Santo Domingo in 2005. Being a leader with passion, Charles knows the importance of recruiting the right people for the job to support a successful hotel opening and operation like no other._ Under Charles leadership, in February 2012, only 8 weeks after the opening, Hilton Frankfurt Airport was awarded the Top Hotel magazine “Best Newcomer” award in the luxury category. Moreover, the hotel received the “TripAdvisor Certificate of Excellence” for consistent high quality ratings within six months of opening. Hilton Frankfurt is also currently nominated for the European Hotel Design Award in the category “Architecture/New Build Hotel”, and for “European Hospitality Awards” in two categories: “New Build of the Year” and “Best Hotel Suite of the Year”. _ Considered to be the company’s most successful hotel opening in terms of financial performance, occupancy figures, customer satisfaction and media profile in the first six months, Charles has achieved impressive sales results for the hotel, from a number one in market share RevPar ranking compared with the competitive set to a guestroom occupancy average forecast of more than 70% by year end, which is well above market average for a new opening in its first year of operation._ The effects of Charles’ management style, which focuses on people management and team development, can be measured in terms of customer satisfaction, as reflected in Hilton Frankfurt Airport’s top ratings on the internet portal TripAdvisor, the world’s largest travel site, where the hotel is listed in the top 1 percent of all hotels in Frankfurt. In addition, Hilton Worldwide has an extensive quality audit program where hotels are visited in 6-month cycles by an anonymous auditor who reviews all areas of the hotel. The audit results for both Hilton Frankfurt Airport and Hilton Garden Inn Frankfurt Airport are above 98 percent -amongst the highest score across all 3,900 Hilton Worldwide properties globally. _ All employees at Hilton Frankfurt Airport benefit from mandatory training sessions (besides the usual orientation days), departmental specific courses and regular incentives, such as the “Team Member of the Month” celebration, introduced by Charles. Charles is also an official mentor for talented future leaders within the company. Many of his former team members have taken management positions around the world within and outside Hilton Worldwide. |
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