James Billing
Summary
Accomplished hospitality professional with a proven track record of driving transformative change and delivering sustainable improvements across all facets of business operations. Expertise in cultivating strong relationships with staff, guests, and key stakeholders, recognizing these connections as vital to exceptional service and business success. Passionate about balancing revenue generation, cost management, and guest satisfaction through innovative strategies and market relevance. Committed to community involvement and purpose-driven leadership, consistently demonstrating a results-oriented mindset while prioritizing service excellence and staff development in a dynamic hospitality environment.
Overview
17
17
years of professional experience
Work History
General Manager
Grand Millennium Auckland
04.2021 - Current
- Led operational strategies targeting continuous improvement in the guest experience with a corresponding increase in profitability.
- In response to market turbulence lead and directed cross-functional teams to implement process improvements, boosting efficiency across departments.
- Continual focus on revenue growth, sales conversion and diversification of revenues to drive required ROI on asset value.
- Post MIQ drove 38% F&B revenue increase via revamped concepts, technology adoption and targeted C&I sales strategies.
- Oversaw and led the F&B redesign, refurbishment, rebrand and launch of the hotels 3 restaurants and 2 bars, achieving the targeted ROI KPIIs.
- Oversaw the continual improvement in Guest Satisfaction scores adjusted for refurbishment works, leading to a lift in the accredited ranking of the hotel from 4 stars to 5 stars.
- Oversaw budget management and financial planning & presentations to Singaporean based REIT including monthly and quarterly reviews.
- Cultivated strong relationships with vendors and partners to negotiate contracts and improve service delivery as well profitability.
- Established performance metrics to monitor team effectiveness, fostering a culture of accountability and continuous improvement.
Area General Manager
Rydges Auckland
10.2018 - 04.2021
- Support and advise on the strategic direction to maximise opportunities relevant to NBI hospitality assets.
- Develop and mentor the team within the hotel to further diversify skills and solidify operational excellence.
- In addition to this reviewed a range of asset opportunities throughout New Zealand through feasibility studies, market research specifically property opportunities in Queenstown, Rotorua, New Plymouth and Hamilton.
- Led operational strategy to enhance guest satisfaction and loyalty across multiple departments.
- Oversaw budget management, ensuring alignment with financial targets and resource allocation.
- Profit Before Income tax maintained at 38% for Rydges Auckland across both financial years.
- Secured the hotels entry as a Managed Isolation Facility (MIF) in April 2020 through proactive relationship management during level 4 lockdown.
- Oversaw the purchase and set up of a food trailer inclusive of concept, branding and operation from the front of the hotel.
General Manager
Rydges Auckland
02.2016 - 10.2018
- Maximise hotel performance and close the gap to market performance.
- Developed and executed marketing initiatives to increase brand visibility and drive revenue growth.
- Raise employee engagement and create better synergy across departments.
- Improve hotel Customer Service Index.
- Increased the annual revenue of the hotel by an additional 23 % whilst increasing the PBIT performance by 8% points.
- Sustainably increased C&E revenue by 30% various initiatives specifically launch of Dinning in the dark restaurant concept and a variety of rooftop activations.
- Achieved Tertiary rating in the ACC workplace Health and Safety Audit which lead to a dramatic decrease in ACC levies prior to the program being phased out.
- Oversaw refurbishment of the restaurant, leading to revised concept, higher capture rates and unlocked private dinning opportunities.
- Improved the number of carparks available within the property through re-organizing back of house areas and negotiated better parking arrangements which lead to a 15% increase in revenue with a 8.5% reduction in cost.
General Manager
Rydges Rotorua
10.2013 - 02.2016
- Optimise the hotel performance and improve market performance.
- Analyzed market trends to identify opportunities for expansion and diversification of hotel offerings.
- Implemented staff training programs focused on customer service excellence and operational best practices.
- Increase profitability to avoid an impairment notice against asset book value from ASX.
- For Financial Year 2014-15 increased EBITDA by 82% on prior year, and increase a further 35.9% on financial year 2015 -2016 up on prior year.
- Together with the increase in revenue a review of current and long term suppliers ensured better cost of sales and lead to further profit percentage gains.
- Selected as a business representative on local council city planning revitalization portfolio and sustainability initiatives.
Executive Assistant Manager
Heritage Hotel Management
03.2010 - 10.2013
- Company Overview: Initially worked at CityLife Auckland 267 rooms strata title for 1.5 years then Heritage Hotel Auckland - 463 rooms strata titled – 230 hotel rooms
- Improve investor relations and assist with the resigning of Lease Variation Agreements.
- Managed communication between departments, fostering collaboration and information flow.
- Reported quarterly to all three body corporates across the Heritage Hotel property, and specifically tasked with being the building manager for the body corporate overseeing the Tower building.
- Finalized and submitted for approval across the three body corporates the long term maintenance plan that required a 10 year planning cycle.
- Created a customer database with preferences based on prior F&B orders and created an extensive amenity program to reflect length of stays.
- Coordinated executive schedules, ensuring optimal time management and meeting efficiency.
Corporate Sales Manager
Heritage Hotel Management
01.2009 - 03.2010
- Secure and grow corporate portfolio pipeline to exceed $15Million in revenue.
- Secure and manage aircrew contracts across the group.
- Review and manage local consortia agreements across major TMC partners.
- Focus area was corporate companies not covered by National Sales Directors spread from Waikato up to Northland.
- Managed to secure 3 crew contracts in my year within the role these were Malaysian, Royal Brunei and Singapore Airlines.
- Heritage Hotel management was fortunate to have strong relationships with NZ Rugby however there was little else in the way of sporting groups.
Education
Bachelor of Applied Hospitality and Tourism Management -
Pacific International Hotel Management School
New Plymouth, NZ06.2004
Advanced Diploma in Hotel Management -
Pacific International Hotel Management School
New Plymouth, NZ12.2003
IHTTI Swiss Diploma in Hotel Management -
Pacific International Hotel Management School
Leysin Switzerland12.2003
Skills
- Revenue Growth through proactive Sales strategies
- Expert in Food & Beverage Operations
- Extensive Experience in Facilities Management
- Innovative approach in unlocking profit per square metre
- Approachable and collaborative team manager
- Strong network across New Zealand with links to Australia
Accomplishments
- President of the Rotary Club of Auckland Downtown, 2023-2024
- EVT General Manager of the YEAR, 2016
- Completed the Rotorua Marathon, 2015
- DUX of Bachelor of Applied Hospitality & Tourism Management, 2004
Languages
English
Native or Bilingual
German
Limited Working
Timeline
General Manager
Grand Millennium Auckland
04.2021 - Current
Area General Manager
Rydges Auckland
10.2018 - 04.2021
General Manager
Rydges Auckland
02.2016 - 10.2018
General Manager
Rydges Rotorua
10.2013 - 02.2016
Executive Assistant Manager
Heritage Hotel Management
03.2010 - 10.2013
Corporate Sales Manager
Heritage Hotel Management
01.2009 - 03.2010
Bachelor of Applied Hospitality and Tourism Management -
Pacific International Hotel Management School
Advanced Diploma in Hotel Management -
Pacific International Hotel Management School
IHTTI Swiss Diploma in Hotel Management -
Pacific International Hotel Management School
Interests
- Spending time with family and friends
- Active member of Rotary Downtown Auckland
- Member of SKAL Auckland
- Cooking and wine appreciation
- Animals - used to breed Rhodesian ridgeback dogs
- Travel - International and within New Zealand