GiGi Gray

*** ********** *****

Sarasota, FL ****3

941-***-****

acoj92@r.postjobfree.com

SUMMARY

Extensive experience in Total Quality Management, Training and

diversified Human Resource functions. Unique combination of

analytical and strategic approach with creative ability and

intuition for business success. Track record of developing and

implementing successful strategies, employee programs and

training initiatives resulting in process improvement.

EXPERIENCE

July, 2014 - The Resort at Longboat Key Club

Present Director of Training and Quality Management

Implemented scientific selection process for entire resort.

Assisted the Human Resources team with all recruitment efforts

to include job fairs and college relations.

Developed and condust New Associate Orientation.

Developed and conducted annual re-orientation for all

associates.

Developed and conducted monthly Leadership Development Series

classes for all current and upcoming resort managers.

Performed Quality audits of functional areas and designed and

implemented appropriate real time training.

See additional experience listed below.

Sept., 2013 - Palm Harbor Dermatology

May, 2014 Director of Human Resources

Designed and implemented on-boarding process for all staff (5

offices).

Recruited and on-boarded all staff.

Managed benefit programs for all staff.

Designed and conducted new hire orientation and all pertinent

training as required by law.

January, 2011- Voalte, Inc.

May, 2013 User Experience Manager

Developed and conducted all training for caregivers for 26

hospitals, nationwide

Developed and conducted all training for internal Voalte

employees

Implemented and regularly conduct new employee orientation on a

monthly basis

Implemented and conducted employee engagement surveys for the

company

See additional experience listed below.

January, 2009- The Ritz-Carlton Hotel Company, L.L.C.

Dec., 2010 Area Performance Improvement Manager for GA, LA, and the

Carribbean

Analyzed data and led performance improvement teams in each of

the 13 hotels to ensure their annual goals were met.

July, 2001 - The Ritz-Carlton, Sarasota

2010 Director of Quality and Organizational Effectiveness

Played an instrumental role in the opening of a new Ritz-

Carlton Hotel in Sarasota, Florida

Managed completion of Critical Path with peers to facilitate

successful opening of The Ritz-Carlton, Sarasota.

Led management team to set up work processess for all areas of

the hotel.

Trained leadership team in quality tools and processes

Conducted efficieny studies to eliminate waste and standardize

work

Facilitated focus groups to determine customer requirements of

main restaurant, reconcepted restaurant accordingly.

Customized Hurricane Plan to fit the needs of The Ritz-Carlton,

Sarasota in an emergency situation.

Directs all training initiatives for entire resort - 700 +

employees

Directs all quality improvement efforts for resort

See additional qualifications listed below.

October, 1998- The Ritz-Carlton, St. Thomas, US Virgin Islands

July, 2001 Director of Quality

Led hotel in conjunction with the Company to win the 1999

Malcolm Baldrige National Quality Award

Worked with numerous cross-functional teams to improve

efficiency and dramatically raise customer satisfaction scores

and employee satisfaction scores. Raised Customer Satisfaction

scores more than 1.5 percentage points on a 5 point scale.

Led hotel managers in multiple hotel-wide re-training

intiatives.

Led cross-functional teams to develop and facilitate service

improvement training courses.

See additional qualitfications listed below.

October, 1996- The Ritz-Carlton, Atlanta, GA

October, 1998 Director of Quality - Atlanta (Downtown)

Developed training program for entire Ritz-Carlton Corporation

based on specific customer requirements

Developed process standards for all hotel processes

Developed extensive training program for all employees based on

standards.

Facilitated numerous process improvement teams to improve hotel

satisfaction.

Conducted focus groups to continually assess our anticipation

of customer requirements.

Customized and delivered presentations on The Ritz-Carlton

management philosophy, Malcolm Baldrige National Quality Award

Experience, employee selection and training process.

Lead annual quality planning process.

Facilitated numerous Ritz-Carlton Corporate-wide initiatives and

problem solving teams.

Authored and delivered training classes on "The Greenbook",

Ritz-Carlton's guide to process improvement.

EDUCATION

Georgia State University, Atlanta, GA Mercer University,

Macon, GA

Graduate studies in Art and Science

Bachelor of Arts; Major: English

Course work included:

Theatrical Production,

Speech, Psychology, Philosophy,

Classical Ballet, Dance,

Drama, French, Spanish, and Latin.

JOB RELATED TRAINING

. Process Quality Management . Human Resources

Interviewer Workshop

. Focus Group Design and Facilitation . Dale Carnegie

Course

. Human Resourse Conpetency Data . Malcolm Baldrige

Award Training

Analysis Workshop . Statgraphics

. Quality Team Leader Training . Quality

Leadership

. Quality Selection Process

. Writing an Application for The Malcolm Baldrige Nationsl Quality Award

Workshop

. Certified on Quality Selection Process Staff Interview

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