VITTORIO DINCAO

• Capella at Galaxy Macau

Since the 1st of January 2025 I have been serving as the Executive Manager of Hotel Operations for the Capella at Galaxy Macau. In charge of the full hotel operation with a particular focus on the VIP and Butler services in order to exceed our guests and stakeholders expectation. On this journey I worked very closely with the General Manager and corporate team in building the foundations and the team during pre and post opening.

• Raffles at Galaxy Macau

Prior Capella, from June 2024 until January 2025 I have been covering the same position for the also newly opened Raffles at Galaxy Macau. Being the biggest all-suites Raffles globally with 450 suites it has been a great experience and challenge, managing to obtain Forbes 5 stars within the first year of operation while still getting settled and while rebuilding the butlers department.

During my time at Galaxy so far I managed quite a few projects, including the creation of an internal Galaxy Butler Academy working closely with the training team, in order to promote and develop internal talent with a true passion for service.

As Executive Assistant Manager, I was responsible for the whole Rooms Division Operations, including:
Reception, Concierge, Guest Relations, Butlers, Housekeeping, Transportation, Spa, Pool Service & Retail.

From the daily operation, to the recruitment, the strategic plans for the current and the next seasons. Part of the Executive committee, I report directly to the General Manager and act as a GM in his absence.

For this season we achieved our yearly budget target and guest satisfaction NPS-GRI as well as passed our latest LQA visit with a score of 96%.

During my time there We have been awarded many recognitions, including #1 World's Best Hotels in the Top 1,000 World's Best Hotels. by LA LISTE

• Looking after the whole VIP guest experience for both properties of Atlantis Dubai, which includes:
• Atlantis The Palm (1544 rooms) plus the new opening of the ultra-luxury resort Atlantis The Royal (795 rooms + 231 Residences).
• Been managing a team of over 70 people, including the VIP lounge team, VIP agents, butlers, coordinators, assistant managers and team leaders
• Been involved in re-designing and strengthening the whole operation for the VIP and Butler Services team of the world renown Atlantis the Palm (average arrivals and departure around 400 ins and 400 outs daily + VIP groups)
• Monitored all aspects from arrival to post-departure, managing front office functions such as suite allocations, guest preferences, and personalised butler services.
• At the same time working on the whole creation of the departmental standards and processes/systems for the new opening Atlantis The Royal (795 rooms + 231 residences)
• Oversaw recruitment for new team and coordinated comprehensive pre-opening tasks, encompassing critical path design, experience refinement, process establishment, and standards enforcement.
• Onboarding and training of a brand new team in order to get them ready for the opening.

• Promoted to Director of Butler Services, taking over the whole butler and VIP services operation
• Revamping of the whole Guest experience and butler programs, amenities plan, guests rewarding structure, team re-training and the set ups of the top suites such as the Duplex Penthouses and Harbour House (our Presidential suite, spread over 1500 Square meters on the 57th floor)
• Running a team of 20 butlers looking after 91 suites, including Residences and Spa suites.
• Managed the task of merging the guest relations team with butlers becoming a bigger team and taking my responsibilities up to 413 rooms, overlooking the whole hotel guest's experience, focusing on special occasion guests and staycations during covid.
• Also collaborated to the creation of a new VIP Service Team, curating the whole journey of selected VIPs and celebrities visiting the hotel for tours, dining or spa in order to establish solid connections with them and build recognition
• From Jan 2021 I was also appointed by Rosewood corporate office to be working together on a few global projects in order to elevate the guest experience of our top tier clientele

• Promoted to Front of House Service Manager. Overseeing the whole FO operation for the Residences. Assisting the team when necessary on crunch arrival time and ensuring every client goes through a luxury and seamless experience.
• Maintaining excellent relations between residents and the staff. Managing relations with rest of the hotel
• Liaising with engineering, project team, housekeeping and sales on current upkeeping of the place and future contracts
• Acting as a direct support to the General Manager while also overseen the daily running of the operation.

• Forbes 5 stars Ultra Luxury Hotel situated on the Victoria Dockside of Hong Kong.
• The Hotel offers 413 bedrooms, 186 Residences, 3 floors dedicated Wellness Centre, 9 food and beverages outlets and 2 events floors, all of this spread over 65 floors.
• Moved to Hong Kong to work on the project for the opening of the new flagship Hotel and Residences of Rosewood Hotels Group
• Reporting directly to the General Manager and collaborating with various department such as Front office, Wellness, Finance, and Food and Beverage
• Some of which includes the recruitment process of different departments, the FF&E process of the rooms and uniforms, working directly with designers, suppliers and VP's of Rosewood, working on details concerning hotel rooms, public areas and Residences
• Training of the new staff members on customer service skills, implementing of new technologies (Knowcross, Glowing, Building link) creation of SOPs and of other departmental and non departmental standards
• Creation of Bespoke Rosewood Residence Guest Experience program
• Spent several weeks in our sister properties in Beijing and Phuket supporting the team there and giving Butlers/Front office related training.

• Working for an Ultra High Net Worth Individual and his Family, in London's second largest private property, second only to Buckingham Palace
• Fully involved in the setting up, staffing and constant up keeping of other family properties worldwide (Switzerland, France, Italy and few in London)
• Managing and collaborating with a team of over 60 members of staff, from housekeepers to drivers, engineers, chefs, butlers, gardeners, security etc
• In charge of building the team, creating standards of procedures, and of the full trainings to the highest standards of the butlers department
• Planning and managing of top VIP events, dinner parties, Head of States banquets and visits
• Constantly collaborating with constructors, high-end products/materials specialists and antiques curators during and after the refurbishing process
• In charge of creating set ups and displays for numerous areas of the house, including the reception areas, dining rooms, ballroom, 2 spa areas (indoor and outdoor), gardens, bars, smoking rooms, bedrooms, living rooms, cinema, tennis court etc..
• Handling and looking after of bespoke and finest quality silverware, china, crockery, crystal glassware, art pieces, clocks
• Fully involved in the valeting, wardrobe management and extremely personalized customer service
• Supervising the day to day life of most of the departments working in the estate
• Managing one of the biggest private wine cellars in Uk with over 3200 bottles
• In charge of stock takes and ordering for the F&B department, and inventory systems for accessories and valuable items around the house such as silver or crystal
• Well trained in using different types of technology systems such as: E-sommelier, Crestron, and Apple tv.

• Iconic and awards winner property on Park Lane, Knightsbridge, I joined the Lanesborough upon its awaited reopening after 2 years of full renovation and run by the Oetker Collection
• The Hotel features 93 luxurious bedrooms each one coming with 24/7 butler service, 1 Michelin starred restaurant, 1 bar, 1 cigars bar, and several event rooms
• I have been Assisting the Head Butler with all the pre-opening procedures related to the creation of the new department
• Creating, developing and performing specific butlers trainings for the old and the new staff during the pre-opening period and maintaining it on high standards once opened
• Managing, and supervising a team of 25 butlers
• Liaising with all the other department such as Housekeeping, Concierge, Valet, Restaurants and Bars in order to guarantee the best guest experience and exceed expectations
• Working tightly alongside the F&B Manager, Head chef and Hotel manager on gathering ideas and creating a tailored made amenities plan to reward old guests and WOW the new ones
• Constantly working on ways to personalize the service as much as possible
• Acting as Head Butler during his absence.

- Working alongside the Head Butler on managing and developing the Butlers department.

- Preparing the arrival, the stay and the departure of our suite guest, to the maximum details in order to create unforgettable memories. Observing guest personal preferences, habits and anticipating their needs. Acting as personal assistants to our guests and being the link between them and the hotel.

- Monitor VIP arrival and greet upon departure.

• Maintaining Rosewood high standards of service and hospitality at all times.

- Training the new associates and refreshing the current ones on butlers procedures.

- . Dealing with internal orders, holiday requests and making sure all the daily/monthly targets are met.

- Working closely with the F&B director, Head Chef , Pastry chef and director of FO trying to come up with new amenities.

- Promoting positive guest relations at all times with internal and external guests.

- Nominated Departmental Trainer and Rosewood Brand Ambassador. I was sent to help with the training and the opening of the new property of the company, Castiglion Del Bosco (Florence, Italy) in March 2015.

• Food and Beverage / Front office Management Trainee ''Situated in the heart of Qu Jiang New District, The Westin Xian is a beautiful 5 stars luxury hotel featuring 320 rooms, 3 restaurants and a very well known lobby lounge bar.''
• During my management training program at the Westin I rotated throughout all the Food and Beverage outlets of the hotel covering the position of assistant Manager
• My main duties and responsibilities there included:Ensuring the whole F&B department and associates offer and outstanding service
• Focusing on customer service and associate development in all restaurants, bar and other outlets
• Recruitment, training, development and duty rostering of the associates
• Assisting F&B director in planning, organizing and budgeting in all the outlets
• The areas and outlets where I have been involved includes: Western, Chinese and Japanese restaurants, IRD service, Banqueting meeting and events department, Lobby lounge and terrace bar
• I have also been involved in Front office and Guest relations duties, welcoming, rooming and looking after international guests and VIPS during their stay with us and in the Westin executive Club: Helping them with check ins, check outs and also overlooking the F&B / FO side of the lounge.

• Duties include but not restricted to: - Assisting management and other colleagues with all the procedures related to a new hotel opening
• Providing a 5 star experience to our clientele for the duration of their stay
• Contributing with the development of the In Room Dining/Butler Department during the pre-opening and after
• Welcoming, rooming and acting as a personal assistant to guests, ensuring that all special requests are dealt with in a professional manner and with utmost care
• Liaising with all other departments to ensure total guest satisfaction
• Specific butler and departmental trainings to new associates and for colleagues during cross-training.

• The Halkin is a luxury boutique 5* Hotel situated in the heart of Belgravia. It has 42 rooms and used to have the ‘'Nahm'' restaurant, which was the first Thai restaurant in Europe to be awarded with a Michelin star
• Since my initial employment here I have covered several roles.
• Commis chef de rang for the Michelin starred, Nahm restaurant - Breakfast chef de rang: Greeting and seating guests. Dealing with all breakfast orders including room service ones
• Room service waiter, and gained a great experience working in the bar and assisting in the restaurant covering day, night and overnight shifts. That helped me gain an overall very well rounded experience.