Douglas Glen
Singapore
Summary
Accomplished Group General Manager with proven track record of enhancing operations and guest satisfaction across prestigious hospitality venues. Championed strategic initiatives that revitalized teams and expanded amenities, including launching new restaurant, luxury spa, and kids club, while achieving operational excellence reflected in surpassing revenue goals. Possess flair for orchestrating large-scale events and fostering culture of continuous improvement. Skilled in cultural sensitivity and diplomacy, excel in delivering exceptional service to discerning clientele, which includes royalty and heads of state. Leverage agile leadership and professional presence to thrive under pressure and drive teams toward peak performance.
Overview
12
12
years of professional experience
Work History
General Manager
Wyndham Singapore Hotel
12.2024 - Current
- Appointed to lead the transformation and rebranding of the iconic Peninsula Excelsior into the newly launched Wyndham Singapore Hotel. Oversee full operational, financial, and strategic functions of the 591-room upper-upscale hotel, including corporate, leisure, and F&B divisions. Drive revenue growth, brand repositioning, and guest satisfaction in a competitive urban hospitality market.
- Spearheaded successful relaunch under Wyndham Hotels & Resorts, following S$50 million refurbishment and repositioning
- Developed and implemented comprehensive 90-day commercial and operations plan, including revenue, sales, and F&B strategies.
- Led cross-departmental initiatives to improve RevPAR, ADR, and GOP performance, within first quarter.
- Strengthened corporate sales pipeline and strategic partnerships across MICE, government, and luxury travel segments.
- Launched new F&B concepts including Jaspe, a modern French-Asian dining venue, and Bentley’s, the hotel’s contemporary lobby bar.
- Enhanced team performance through targeted training and service excellence initiatives, boosting guest satisfaction scores.
- Oversaw successful media, trade, and stakeholder engagement campaigns to reintroduce the hotel to the Singapore market.
Group General Manager
The Regent Hotel Group
10.2022 - 12.2024
- Oversee operations for trio of esteemed hospitality venues, including 442-room Regent Beach Resort, 156 contemporary Thai chalets, and Vala, with its private villas and deluxe beachfront accommodations. Direct execution of property-wide strategic initiatives and improvements, ensuring optimal guest satisfaction and operational efficiency. Lead cross-functional teams in delivering exceptional service, particularly to high-profile guests, while fostering a culture of excellence.
- Coordinate large-scale events and meetings, with facilities accommodating up to 2000 attendees, set within over 40 acres of natural tropical landscape.
- Successfully re-energised and restructured teams across three properties post-COVID, enhancing staff morale and guest experiences.
- Spearheaded launch of new 250-seat restaurant, luxury spa, and kids club, expanding amenities and elevating guest experience.
- Drove Gross Operating Profit (GOP) and revenue, resulting in highest service charge payouts for team members and surpassing GOP budget targets in 2023 for all three properties.
General Manager
The Royal Cliff Hotels Group
03.2022 - 09.2022
- Directed hotel operations across four distinct properties within 64-acre luxury resort, encompassing 1020 beds, eleven dining venues, and extensive convention facilities totalling 23,500 square meters. Orchestrated comprehensive restructuring of hotels and departments, ensuring readiness for reopening with thorough overhaul of Standard Operating Procedures (SOPs) and departmental training programs. Implemented Performance Focus Index to track and enhance departmental performance, directly tying improvements to guest satisfaction and employee salary increments. Led robust marketing and promotional initiatives to elevate resort’s profile and attract diverse clientele.
- Managed diverse team of over 680 associates, fostering culture of excellence and continuous improvement.
- Successfully navigated complexities of upscale hospitality, delivering exceptional service to high-profile guests, including royalty and heads of state.
- Demonstrated cultural sensitivity and diplomatic acumen, leveraging international experience in Singapore and Thailand to enhance guest experiences.
- Maintained professional poise under pressure, adeptly managing multiple priorities in dynamic, fast-paced environment.
- Motivated teams to achieve peak performance, contributing to resort’s reputation for unparalleled service and hospitality.
General Manager
Carlton City Hotel
01.2019 - 01.2022
- Managed daily operations and strategic planning for 386-room hotel, ensuring compliance with sanitation and safety regulations. Maintained and analysed budget and financial records, including payroll, to optimise fiscal performance and resource allocation. Developed and implemented marketing strategies to enhance visibility and guest services, resulting in increased customer dedication and expanded clientele. Led team during COVID-19 pandemic, implementing crisis management procedures to maintain seamless operations and guest satisfaction. Collaborated with guests to resolve concerns promptly, promoting culture of excellence in service standards.
- Successfully navigated hotel’s operations through COVID-19 pandemic as quarantine facility, maintaining high service levels under challenging circumstances.
- Expanded hotel’s reputation, leading to increase in loyal clientele through implementation of innovative guest service strategies.
- Demonstrated exceptional leadership skills, fostering high-performance team environment and developing staff to meet and exceed service expectations.
- Utilised strong cultural sensitivity and diplomatic skills to cater to high-profile guests, including Royal Family visits and Heads of State, ensuring their specific needs were met with discretion.
- Streamlined operations to enhance efficiency and guest experience, contributing to hotel’s reputation for unparalleled service and hospitality.
Pre-Opening General Manager
The Steigenberger Riverside
01.2018 - 01.2019
- Led comprehensive pre-opening operations for 259-room hotel, including deluxe accommodations and presidential suites. Defined and targeted market segments to establish property presence and achieve business objectives. Coordinated cross-departmental efforts to ensure successful launch, including rooms, sales and marketing, human resources, and food and beverage services. Implemented and refined service standards, contributing to hotel’s competitive positioning in Southeast Asia. Managed budgeting, forecasting, and maintenance operations to align with company directives and financial goals.
- Handpicked by CEO to spearhead project management of hotel’s inaugural launch in Southeast Asia.
- Elevated brand recognition in Thailand by strategically planning and executing marketing initiatives.
- Pursued and secured new avenues to surpass standard excellence, enhancing guest experiences and operational efficiency.
General Manager (The Landmark Bangkok)
The Landmark Lancaster Hotel Group
01.2013 - 01.2018
- Managed day-to-day operations of 400-room hotel, including oversight of nine food and beverage outlets and 25 meeting spaces, ensuring top-tier guest service and operational efficiency. Streamlined departmental functions through implementation of effective systems and controls. Directed financial management tasks, such as setting room rates, budgeting, and allocating funds across departments. Fostered culture of continuous improvement and professional development among 14 department heads and over 650 staff members. Developed and executed sales, pricing, and distribution strategies to enhance profitability.
- Achieved record-breaking revenues, gross operating profit, and average daily rate between 2016 and 2017.
- Initiated and grew profitable external catering business, generating turnover of £6M within two years.
- Implemented cross-functional culture, leading to significant improvements in service and staff professional growth.
- Crafted and applied effective sales and pricing strategies, significantly boosting profitability.
- Maintained vigilant oversight of employee performance, ensuring high standard of service delivery.
Education
Strategic Management
Cornell University
Ithaca, NYGeneral Managers Programme
Cornell University
Honorary Degree - International Hospitality Management
Glion Hotel School
HND - Hotel, Catering, and Institutional Management
Queen Margaret University College
Skills
- Continuous Improvement & Quality Assurance
- Financial Management & Budgeting
- Luxury Hospitality & Guest Services
- Inventory Management & Stock Control
- Crisis Management & Problem Resolution
- Cultural Sensitivity & Diplomacy
- Team Leadership & Staff Development
- Operational Efficiency & Profit Growth
- Marketing & Brand Enhancement
- Event Planning & Management
- Strategic Planning & Execution
- Customer Service & Satisfaction
Websites
Languages
English – Mother Tongue
Affiliations
Honorary Membership 16th Chapter of Eta Sigma Delta, Les Roches Hotel School, Marbella, Spain
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
General Manager
Wyndham Singapore Hotel
12.2024 - Current
Group General Manager
The Regent Hotel Group
10.2022 - 12.2024
General Manager
The Royal Cliff Hotels Group
03.2022 - 09.2022
General Manager
Carlton City Hotel
01.2019 - 01.2022
Pre-Opening General Manager
The Steigenberger Riverside
01.2018 - 01.2019
General Manager (The Landmark Bangkok)
The Landmark Lancaster Hotel Group
01.2013 - 01.2018
General Managers Programme
Cornell University
Honorary Degree - International Hospitality Management
Glion Hotel School
HND - Hotel, Catering, and Institutional Management
Queen Margaret University College
Strategic Management
Cornell University
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