Mathieu Gouniot
Nice
Summary
Experienced professional with focus on enhancing guest satisfaction and operational efficiency. Excel at team leadership, problem-solving, and delivering personalised guest services. Consistently improve guest experiences through effective communication and attention to detail.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work history
Director of Guest Services
The Westin Bora Bora Resort, 5★ (Opening year)
Bora Bora, French Polynesia
2025.06 - Current
- Lead a team of 30 front-office associates in a newly opened luxury resort, ensuring seamless operations and exceptional service standards
- Established and optimized the Front Office department budget
- Lead and train Front Office managers, developing high-performing leaders
- Review and adapt operational standards and processes to align with resort needs
- Implementing Forbes, LQA and BSA standards
Director of rooms
Ultima Gstaad, 5★ luxury property (Reopening)
Gstaad, Switzerland
2024.10 - 2025.04
- Supervised full reopening and implementation of operational standards
- Managed and optimized the Rooms Division budget
- Led a team of 40 members and drove performance improvements
- Handled high-level guest relations and complex situations
- Acting as the General Manager in his absence
Private Aviation Broker
Premium Monaco
Monaco, Monaco
2021.04 - 2024.08
- Negotiated and managed high-end private jet flights for ultra-high-net-worth clients
- Built and maintained a portfolio of HNWI relationships
- Achieved client satisfaction by providing excellent customer service.
Director of Guest Relations
St Regis Bora Bora, 5★ Forbes
Bora Bora, French Polynesia
2023.01 - 2024.05
- Personally greeted all VIP guests and created bespoke, memorable stays
- Improved guest satisfaction scores and key performance indicators
- Acted as General Manager’s representative every weekend
- Achieved increased return visits with excellent customer relationship management skills.
Assistant Front Office Manager
St Regis Bora Bora, 5★ Forbes
Bora Bora, French Polynesia
2021.12 - 2022.01
- Supervised a team of 20 and delivered continuous training
- Applied Marriott processes and brand standards across all departments
- Promoted up-selling strategies among the team that elevated revenue generation significantly.
Front office supervisor
Hotel de Paris 5★, Preferred Hotels
Saint-Tropez, France
2020.05 - 2020.11
- Conducted regular performance assessments for continual improvement of personnel skills.
- LQA and Preferred standards training and application
- Collaborated with housekeeping department for seamless guest services.
Assistant front desk manager
Four Seasons Hotel Megeve 5★
Megeve, France
2019.12 - 2020.04
- Worked closely with the finance team on billing discrepancies, resolving them swiftly for guest satisfaction.
- Collaborated with other department managers for seamless inter-department coordination.
- Coordinated strategies to protect hotel property, staff and guests.
Front desk agent
Four Seasons, Grand Hotel du Cap Ferrat, Palace
Saint Jean Cap Ferrat, France
2019.05 - 2019.10
- Delivered excellent customer service by understanding and catering to guests' needs promptly.
- Ensured smooth check-ins and check-outs for optimal guest experience.
- Handled confidential information discreetly to maintain privacy and trust of guests.
Front desk agent
Apogee Courchevel - Oetker Collection, Palace
Courchevel, France
2018.12 - 2019.04
- Successfully delivered on tasks within tight deadlines.
- Built rapport with international guests through exemplary customer service.
- Received 100 % LQA score for check-in experience
Front office intern
Hotel du Cap Eden Roc - Oetker Collection - Palace
Antibes, France
2018.04 - 2018.10
- Learned the Palace codes through attitude, communication and personalization
- Received a 95% LQA score for check-in experience
Housekeeper Intern
Intercontinental Le Moana Resort
Bora Bora, French Polynesia
2017.08 - 2018.02
- Prepared the planning and the room assignment for each house maids
- Verified the villa cleanliness and made constructive feedback to the team
- Discovered all housekeeping departments
Education
Master of Science - Business Administration and Event Management
Skema Business School
Sophia Antipolis 2013.09 - 2018.04
Master of Science -
KU Leuven
BelgiumSkills
- Operational Management
- Crisis Management
- Revenue Management
- Guest data analysis
- Hospitality leadership
- Complaint handling
- Room inspection expertise
- VIP customer engagement
Languages
French
Native
English
Fluent
Italian
Advanced
Softwares
- Microsoft Office Suite
- Opera PMS
- Alice & Concierge Organizer
- Canva
References
References available upon request.
Timeline
Director of Guest Services
The Westin Bora Bora Resort, 5★ (Opening year)
2025.06 - Current
Director of rooms
Ultima Gstaad, 5★ luxury property (Reopening)
2024.10 - 2025.04
Director of Guest Relations
St Regis Bora Bora, 5★ Forbes
2023.01 - 2024.05
Assistant Front Office Manager
St Regis Bora Bora, 5★ Forbes
2021.12 - 2022.01
Private Aviation Broker
Premium Monaco
2021.04 - 2024.08
Front office supervisor
Hotel de Paris 5★, Preferred Hotels
2020.05 - 2020.11
Assistant front desk manager
Four Seasons Hotel Megeve 5★
2019.12 - 2020.04
Front desk agent
Four Seasons, Grand Hotel du Cap Ferrat, Palace
2019.05 - 2019.10
Front desk agent
Apogee Courchevel - Oetker Collection, Palace
2018.12 - 2019.04
Front office intern
Hotel du Cap Eden Roc - Oetker Collection - Palace
2018.04 - 2018.10
Housekeeper Intern
Intercontinental Le Moana Resort
2017.08 - 2018.02
Master of Science - Business Administration and Event Management
Skema Business School
2013.09 - 2018.04
Master of Science -
KU Leuven