Extended Version (5p.)

1. 'Qualified to enter the Professional Field'
CURRICULUM VITAE
Contact Information
Name: Hoeven van der, Nicole
Address: Beukmolen 130
3352 AE Papendrecht, The Netherlands
Cell Phone: +31(0)6-42947783
Email: nicolevanderhoeven@telfort.nl
Personal Information
Date of Birth: 27-11-1983
Place of Birth: Dordrecht
Nationality: Dutch
Marital Status: unmarried
Education
2003 – 2009
NHTV, IHMSB (International Hotel Management School Breda), The Netherlands
Certificate Propaedeutic year received in 2004
Bachelor of Business Administration in Hotel Management received in January 2009
1996 – 2002
VWO1, Christelijke Scholengemeenschap De Lage Waard, Papendrecht, The Netherlands
Profile 'Cultuur & Maatschappij'2
Certificate received in 2002
Employment History
Part-time Employee Grand Café Willaert, Papendrecht, The Netherlands, June 2008 –
September 2008
I performed all bar functions at the establishment and also analyzed business performance from a
financial, internal and customer perspective. In cooperation with the owner, I worked on the
development of possible future business level strategies.
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Pre-university education
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Culture & Society
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2. Assistant Manager Food & Beverage Four Seasons Hotel Philadelphia 3, USA , December 2006 -
May 2008
In my fourth year of studies I participated in an 18 month Training Program at the Four Seasons
Hotel Philadelphia. In the role of Assistant Manager I worked at the lounge/restaurant Swann4and
the In-Room Dining Department. I performed the basic managerial functions: planning, organizing,
leading and controlling and worked on the development of several additional management
competencies and skills. I was involved in all aspects of business, including the financial side. On a
consistent basis I analyzed overall performance of the departments and worked on the
completion of a wide variety of projects/tasks resulting in improved guest services, improved
operational processes and increases in sales.
Part-time Employee Grand Café Willaerts Papendrecht, The Netherlands, August 2000 –
November 2006
During my years of studies I worked at the Grand Café as a part-time employee and performed
basic operational tasks including serving guests, registering orders, settling bills and training new
employees. From 2002 till 2003 I fulltime performed all bar functions at the establishment.
Placement Mallorca Marriott Son Antem Golf Resort & Spa, Mallorca, Spain, May 2005 –
November 2005
As part of this International Placement I participated in the daily operations of the Hotel
Housekeeping, Villa Housekeeping and Front Office Department. For a period of 3 months I
functioned as a housekeeping supervisor, overseeing internal and external housekeepers
(outsourced). The other 3 months I performed both receptionist and operator tasks. During the
entire placement I was mainly held responsible for handling guest complaints. I therefore
completed the placement with an advisory report, based on conducted research on general
customer satisfaction and overall service quality.
Placement Center Parcs Vossemeren, Lommel, Belgium, January 2004 – February 2004
For a period of 6 weeks I was active at the Mexican 'casual dining' restaurant of the complex. In
addition to performing basic guest service tasks I was held responsible for all guest reservations,
the consistent execution of safety procedures and overall purchase control.
Languages
English Fluent
Dutch Native language
Spanish Reasonable command
German Reasonable command
French Conversational
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#1 Hotel in Philadelphia, #15 in North America: Conde Nast Traveler, 19 rated hotel dining room in entire
US by Zagat
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In 2007 the Swann once again received the AAA 4-Diamond award and was highlighted in USA Today
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3. Competencies & Skills
At the International Hotel Management School Breda I followed several units of study including
Hospitality Research, Financial Accounting, Customer Relationship Management, Imagineering,
Strategy & Communication, languages and a wide variety of training courses and workshops all
contributing to better self-management. Through a process of self-demand learning I developed
the 7 core competencies, used in the Hotel Management Program of the IHMSB, to the required
highest level (3).5
The 7 Core Competencies - IHMSB
1. Dealing with guests in a professional way
2. Setting and analyzing objectives
3. Planning/making plans
4. Organizing and coordinating
5. Evaluating and adjusting
6. Managing own professional development
7. Contribute to the development of the profession
During my years of study and 18 months placement at the Four Seasons Hotel Philadelphia, I
actively worked on the development of managerial skills:
Managerial Skills
Leadership skills
Problem Solver/Sound Analyzer
Implementer/Action taker
Professionalism/Versatility/Flexibility
Player on the team
Public Ambassador
Interpersonal Sensitivity & Skills
Administrative/Systems6
Product
Profit
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International Hotel Management School Breda
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Systems include 'Opera', 'Micros' and 'Hotel Infobase'
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4. Training Programs/Courses
At the Four Seasons Hotel Philadelphia I developed and demonstrated theoretical knowledge in
Customer Service and business management through the participation and successful completion
of a wide variety of training programs.
Management Training Programs
Handling Guest Complaints
How to Get Organized, Delegate and
Manage Your Time for Success
Interviewing for Success
Managing our Business
Myers Briggs Type Indicator
Progressive Discipline
Breakthrough Standards Performance
Supervisory Development
The Guest Experience Strategy 2008
Talent Management Framework
Harvard Manage Mentor Courses
Hiring
Time Management
Skillsoft Courses
Difficult People in the Workplace
Managing through Change
For two of the trainings a certificate could be achieved: ‘Interviewing for Success’ and ‘Supervisory
Development’. I received both and in total completed >100 training hours. In addition I also
successfully completed Module A,B and C of the Heartsaver AED Program.
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5. Interests and Physical Recreation
Travel, hospitality management, music, psychology, fitness, yoga, swimming and dancing
References
Mr. Marek Madeja, Senior F&B Manager
Four Seasons Hotel Philadelphia
One Logan Square
Philadelphia, Pennsylvania, U.S.A. 19103-6933
Tel.: +16093460587
Mr. Douwe Cramer/Olaf Hermans, Study Career Coach
NHTV – International Hotel Management School Breda
Sibeliuslaan 13
4837 CA Breda
Tel.: 076-5302203
Mr. Jacques Schaap, owner and Managing Director
Grand Café Willaerts
3352 RW Papendrecht
Tel.: 078-6427526
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