Willem Van Rossem
Sitges
Summary
International hospitality and luxury management leader with 25+ years’ experience spanning senior hotel operations, academic leadership, and executive training across Europe, USA, and Asia. Expert in designing world-class hospitality programs, building global academic partnerships, and leading service excellence strategies that deliver measurable results. Recognized for developing high-performing teams, enhancing institutional reputation, and shaping the next generation of hospitality leaders.
Overview
29
29
years of professional experience
Work History
Manager BCN Campus & International Partnerships
Ferrières Hospitality & Luxury Management School
Barcelona
08.2021 - Current
- Oversaw pre-opening operations for Barcelona campus, managing facilities and academic content.
- Established strategic partnerships with top universities and public institutions globally.
- Generated over €300K from executive training programs by enhancing program offerings.
Associate Professor
EU Business School | Sant Ignasi Hospitality School | ESEI Business School | CETT Tourism School | Ostelea Hospitality School
Barcelona
01.2012 - 06.2021
- Designed and delivered high-impact undergraduate and graduate courses in hospitality management.
- Coached students to achieve B+ or higher in thesis projects.
Founding Partner & Managing Director
GuestConnection
Sitges
05.2009 - 06.2021
- Delivered consulting and training that boosted hotels’ online reputation and guest satisfaction.
- Created SOPs and training programs for a new cruise line, raising service standards.
Assistant Director of Operations & Quality Manager
Dolce Sitges (5 Conference Resort)
Sitges
06.2004 - 11.2008
- Hired and trained over 30 staff members for successful hotel opening.
- Enhanced guest loyalty through satisfaction tracking and service initiatives.
- Established quality team to resolve operational bottlenecks and optimize processes.
Training Consultant
Educatur Consulting
Barcelona
10.2003 - 06.2004
- Executed customized training programs enhancing guest focus, service quality, and team skills.
Front Office Manager
Hotel Hesperia Madrid (5, Leading Hotels of the World)
Madrid
11.2002 - 03.2003
- Enhanced gross operating profit through strategic upselling initiatives and employee incentive programs.
Guest Service Manager, Opening Taskforce
PortAventura Resort (Two 4 Hotels, 500 rooms each)
Tarragona
01.2002 - 11.2002
- Recruited and trained front office and guest service teams for two hotel openings.
- Empowered staff to enhance service recovery and optimize operational procedures.
Guest Service Manager
Walt Disney Parks & Resorts
Walt Disney World
03.1996 - 03.2000
- Managed and coached a 20-person guest services team across two world-class destinations.
- Created and facilitated executive and employee training programs to enhance service delivery.
- Established a Guest Satisfaction Focus Group, driving measurable improvements in operations.
- Oversaw daily guest experience as Manager on Duty, ensuring rapid resolution of service issues.
Education
Master Certificate - Service Culture & Customer Service
Cornell University (E-Cornell)
01.2007
Certificate - Japanese Language & Culture
Kobe YWCA College
Kobe, Japan01.1995
BSc - Tourism Administration
University of New Hampshire
Durham, USA01.1994
Diploma - Spanish Language & Culture
Complutense University
Madrid, Spain01.1991
Diploma - French Language, Culture & History
Institut Catholique University
Paris, France01.1990
Skills
- Academic leadership
- Curriculum design
- International partnerships
- Service excellence
- Quality assurance
- Strategic operations
- Pre-opening management
- Multilingual communication
- Cross-cultural leadership
- Executive training
- Talent development
Languages
English, Spanish, French, Dutch, German, Japanese
References
Available on request
Timeline
Manager BCN Campus & International Partnerships
Ferrières Hospitality & Luxury Management School
08.2021 - Current
Associate Professor
EU Business School | Sant Ignasi Hospitality School | ESEI Business School | CETT Tourism School | Ostelea Hospitality School
01.2012 - 06.2021
Founding Partner & Managing Director
GuestConnection
05.2009 - 06.2021
Assistant Director of Operations & Quality Manager
Dolce Sitges (5 Conference Resort)
06.2004 - 11.2008
Training Consultant
Educatur Consulting
10.2003 - 06.2004
Front Office Manager
Hotel Hesperia Madrid (5, Leading Hotels of the World)
11.2002 - 03.2003
Guest Service Manager, Opening Taskforce
PortAventura Resort (Two 4 Hotels, 500 rooms each)
01.2002 - 11.2002
Guest Service Manager
Walt Disney Parks & Resorts
03.1996 - 03.2000
Master Certificate - Service Culture & Customer Service
Cornell University (E-Cornell)
Certificate - Japanese Language & Culture
Kobe YWCA College
BSc - Tourism Administration
University of New Hampshire
Diploma - Spanish Language & Culture
Complutense University
Diploma - French Language, Culture & History
Institut Catholique University
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