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Exceptional Hospitality Industry Leader
 
25+ years-experience in customer focused
Union and Non-Union environments
 
RESULTS-FOCUSED
 
Superior history of innovating process and efficiency improvements resulting in revenue gains, cost reductions, and long-term growth.

Overview

STRATEGICALLY BALANCED CAREER EXPERIENCE in Luxury 4 & 5 Diamond/Star properties including The Ritz Carlton, The Peninsula Hotels, Omni Hotels, and the famed Terranea Resort together with Mega Convention experience at Caesars Palace Las Vegas, Gaylord Opryland Nashville, Las Vegas Convention Center

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SPECIAL EXPERIENCE IN new property grand-opening, grand re-opening, property expansion, property turnaround, and new restaurant concept and design

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INFLUENTIAL AND MOTIVATIONAL LEADER with a dedication to guest and employee satisfaction.  Exceptional skills in hiring, training, and retaining outstanding people. Adept in Six Sigma and Kaizen Blitz methodologies.

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KEEN FINANCIAL ACUMEN having successfully managed P&L, GL, Cap Expenses, and budgets ranging from $15mm-$84mm.

LEAD PROPERTY F&B with up to 14 Restaurants and Bars (fine dining, casual dining, and quick-serve), and entertainment including concert, waterpark, and pools.

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LEADERSHIP OF Restaurant General Managers, Department Heads such  as catering, banquet’s, culinary, stewarding, and room-service, all with up to 400 culturally diverse hourly associates.

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HIGH PROFILE EXPERIENCE coordinating with private security, secret service, and diplomatic security for countless celebrities and prominent members of society, heads of state and dignitaries including: A-list celebrities, His Holiness the Dalai Lama, Nelson Mandela, Carl Philip Crown Prince of Sweden, WTO (World Trade Organization, headquarters for delegations from 26 countries), Presidents Barack Obama, George W. Bush, Bill Clinton, George H.W. Bush, Senators, and Industry Leaders.

It would be my great pleasure to have the opportunity to speak with you.

CROSS-FUNCTIONAL EXPERTISE INCLUDES: 

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  • Non-Union and Union Contract Management Experience

  • Emergency Management (Covid-19, 2008 Financial  Crisis, 9/11)

  • Hotel Opening & Post-Renovation Re-opening  

  • Service Quality Assurance

  • P&L, General Ledger, & Budget Asset, CapEX & Expense MGT

  • Financial, Market, & Risk Analysis Pro

  • Strategically drives Co. Vision, Culture, Philosophy, and Initiatives

  • Fosters High Performance Teams via Team Training, Development, Mentorship & Retention advocate

  • Promotes Team Entrepreneurial Spirit via Team Performance Measurement with Cadence of Accountability Leader

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  • Process Design & Re-engineering Professional

  • Performance Measurement Tools

  • Expense Control & Budgeting

  • Compliance Policies & Procedures

  • Logistics & Oversight of Procurement, Purchasing, and Inventory Management

  • Cost & Benefit Analysis

  • Project & Change Management Pro

  • Designs or Adhere to Policies/Procedures

  • Innovative Solutions and Future Thinking

  • Exceptional Guest Experience Leadership

KEY PROFESSIONAL HIGHLIGHTS

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Operating Management & Leadership Accomplishments:

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  • Experienced in new property opening, property renovation re-opening, turnarounds, and new restaurant concept/design.

  • Orchestrated WIGS, Kaizen Blitz, and recognition programs across all F&B to raise efficiency, morale and accountability.

  • Boosted F&B employee trust, accountability, and communication through motivational one-on-one coaching.

  • Experience working on high profile F&B events with prominent members of society. Coordinated with secret service and diplomatic security for heads of state and dignitaries including: His Holiness the Dalai Lama, Nelson Mandela, Carl Philip Crown Prince of Sweden, WTO (World Trade Organization, headquarters for delegations from 26 countries), Presidents Obama, George W. Bush, Clinton, George H.W. Bush, Senators, Celebrities & Leaders of Industry

  • Directed successful F&B events for CMA Awards, DOVE Awards, Professional NFL teams, Music City Bowl coordinating off-site logistics, transportation safety, and partnerships with local, federal, and foreign security.

  • Strategically planned and implemented full-house F&B across restaurants and large-scale banquet events for 6K+ people including Super Bowl, NYE etc. featuring national and international superstars, some events broadcasted live.

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Revenue, Profit & Financial Accomplishments:

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  • Implemented labor reduction by eliminating overlapping roles and responsibilities (Post Kaizen Blitz)

  • Increased bottom-line profits by decreasing labor spend through enhanced workflows.

  • Reduced cost of beverage sales from 24% to 15.5% in five months.

  • Worked with team to implement upsell strategy and marketing enhancements resulting in increased sales of 21%.

  • Launched gap analysis which led to the creation of a revenue generating retail kiosk adopted companywide. For a $37K investment the company realized revenues exceeding $5,000,000.00 over 5-years, per property.

  • Reduced product inventories 60% in five-months through sound inventory management and strategic partnering with culinary, restaurants, catering, and sales to aggressively price products and target guests and opportunity groups.

 

Marketing, Community & Customer Service Accomplishments:

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  • Raised operational service levels within first three months by focusing on the issues, designing workflow solutions that benefit the team and training to reduce service errors.

  • Spearheaded design and implementation of multi-level training to achieve increased client satisfaction.

  • Increased client satisfaction scores from 65% to 90% in an eight-month period.

  • Lead architect in organizing and overseeing complex change in service delivery adopted company-wide.

  • Collaborated with multiple local charities resulting in $15M (yearly) in donations and increased business bookings.

  • Experienced in working with high profile clientele: Multiple Major Charities, Prominent Members of Society,

Countless Celebrities, Heads of State, Leaders of Industry and Dignitaries a few of which are: His Holiness The​

Dalai Lama, Nelson Mandela, Carl Philip Crown Prince of Sweden, 1999 WTO (World Trade Organization), headquarters for delegations from 26 countries including France, England, Korea, Costa Rica, etc.) Presidents George W.

Bush & Bill Clinton, 1st Lady Hillary Clinton, Vice President Al Gore, Elizabeth Dole, Senators Bob Dole & John

McCain, Bill Gates (personal residence), Andrea Bocelli, Steven Covey, etc.

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Process, Service & Efficiency Improvements:

 

  • Led signature operation to most fruitful year by improving flow, speed, and overall guest experience.

  • Created “shared” workforce with sister property to increase staff quality and decrease labor expenses.

  • Led Kaizen Blitz service efficiencies reducing labor by 1.5 hours per employee per shift equaling $65K+ annual savings while maintaining quality customer service. ​Adopted Companywide 5-year bottom-line profit exceeding $1,600,000.

  • Achieved exceptional operational efficiency for large-scale convention including impressive six-minute buffet line waiting periods equaling one hour to feed 12K attendees.

  • One of four Directors selected for elite efficiency process project and first to report key findings eventually adopted companywide to reduce labor costs through increased efficiencies.

  • increased employee satisfaction, improved retention.

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