Baker Resume

Curt P. Baker

The only sustainable advantage any operation has is the staff.

I specialize in innovation, facilitating change, managing performance, exceeding performance goals, and staff development.

SUMMARY

Enthusiastic, Ethical, Goal-oriented professional with proven results improving metrics through focusing on staff development, guest service, team building, and revenue streams to drive overall financial returns. This is supported by strong analytical ability and superior service marketing skills.

 Extensive Hotel management background built upon eighteen years in the hospitality industry.

 Strong staff development expertise that enhances performance and reduces turnover.

 Proven history of achieving financial and service goals in a variety of venues.

 Ability to successfully manage change at hotel and department levels.

AREAS OF EXPERTISE

• Staff Development

• Guest Experience / Client Relations

• Performance Management

• Analysis & Metrics

• Project Management

• Training & Development Programs

• Managing Change

• Forecasting & Budgeting

• Loyalty & Marketing Programs

• Revenue Management

EDUCATION

B.S. Management & Organizational Leadership (cum laude) * Millikin University 2007

Masters of Business Administration (MBA) * Northern Illinois University (in progress, complete May ’09)

CAREER OVERVIEW

IVY INNS INC.

Director of Operations 2006 – present

 Responsible for all aspects of start-up operations for small family owned inn including market research, brand development, local incentives & opportunities.

 Oversaw marketing and development of facility and services.

 Offered consulting services for small business specializing in service marketing and staff development: clients included medical, hospitality, & banking industry.

HOLIDAY INN SELECT – INTERCONTINENTAL HOTELS – Independent Management

Front Office Manager 2003 - 2005

 Implemented staff development and training program (Diamond Awards).

 AGM duties with regards to project management, budget, guest relations, and long-term planning.

 Responsible for overall budget and forecasting performance of all hotel departments.

 Developed three staff to management, including my replacement.

 Engineered worst to first guest service performance in first four months.

 Resolve guest relation issues on behalf of ownership & corporate.

 Reduced guest issues by over 50% annually.

 Only department head to achieve all goals, every quarter in 2004.

 Created independent Reservations/Revenue management department.

 Responded to all RFP’s (request for rate proposals) and corporate business rates.

 Increased Transient Revenues by over 10% each year.

EMBASSY SUITES – HILTON HOTELS

Front Office Manager 2002 – 2003

Assistant Front Office Manager 2001 – 2002

 Worst to first guest service scores within first three months as Front Office Manager.

 Developed four staff members from staff to supervisor and eventually management in two years.

 Restructured guest room amenities to maximize satisfaction of Hilton Honors members.

 Administered guest service training for front of house, and recovery program for back of house.

 Managed hotels wireless internet installation project.

MARRIOTT HOTELS

Front Desk Manager – Minneapolis Marriott City Center 1999 – 2001

Assistant Front Desk Manager – Dayton Marriott 1998 – 1999

Regional Liaison (Southeast Region) – Marriott Corporate Offices - SLC 1996 – 1998

Forecasting Analyst – Marriott Loyalty Programs - SLC 1995 – 1996

Telecommunications & Scheduling – Marriott Reservations – SLC 1992 – 1995

Special Services & Guest Relations – Marriott Loyalty Programs – SLC 1990 – 1992

Honored Guest Awards (Customer Service) – Omaha 1989 – 1990

Marriott Reservationist, Marriott Master Reservationist & On the Job Trainer 1988 – 1989

 Authored seven separate training programs covering four brands and over 400 hotels.

 Created a formal staff development program that promoted an average of two persons per year.

 Attained every business goal in 2000 (only manager on property to do so).

 Hotel Conversion Trainer for properties re-branding as Marriott hotels.

 Participated in the National Marketing Review Board for promotions and loyalty programs.

 Developed Guest Service Departments at two properties, including issue tracking & resolution.

 Designed Guest Compensation Matrix adapted by Franchise Trainer for use in system wide training.

 Maintained 90%+ accuracy in forecasting on both revenue & as a forecasting analyst.

 Employee of the Month & four nominations as Department Mission Master.

 Achieved 100% Associate Satisfaction in four categories (average 25%+ improvement from previous).

 Drafted guest responses for Senior Executive’s including J.W. Marriott, William Tiefel.

 Requested Guest Speaker at regional guest service programs and brand meetings for five brands including Ritz Carlton, Marriott, Renaissance, Residence Inn by Marriott, and Courtyard.

PROFESSIONAL AFFILIATIONS

 American Marketing Association (AMA)

o Chicago Chapter AMA

 American Hotel & Lodging Association

 LaSalle County Tourism Coalition Board

 Millikin University – PACE Advisory Board

 Ottawa Area Chamber of Commerce

 Ottawa Business Builders

 Professional Association of Innkeepers

PROFESSIONAL TRAINING & CERTIFICATIONS

Holiday Inn Select - Intercontinental Hotels

o Revenue Management

o Behavioral Interviewing

o Guest Service Manager Training

o Holidex & HIRO Training I & II

o Property Management System Administration

Embassy Suites – Hilton Hotels

o Revenue Management & Maximization

o Guest Relations

o Front Office Management

o Interviewing for Performance

Marriott Hotels

o Rooms Division Operations

o Regional Liaison Training

o Trainer Certification Level I & II

o At the Helm (Front Office Administration)

o Foundations in Leadership

o Property Management System Administration

o Guest Ware System Administrator

o Behavioral Interviewing

o Revenue Management

o Total Quality Management

Contact this candidate