Customer Service Human Resources

Lee Daugherty

* *******: **** Altenburg Court, Grove City, Ohio 43123, USA

Telephone: +1-614-***-****

Mobile: +1-614-***-****

Email: ***********@*******.***

Language Skills: Fluent English, Fluent Spanish, Fluent German,

Conversational Arabic

Skype ID: leedaugherty

Profile

A highly experienced Executive in Operations and Human Resources who has

demonstrated the ability to lead diverse teams of professionals to new

levels of success in a variety of hospitality industries, cutting-edge

markets, and fast-paced environments. Strong technical and business

qualifications with an impressive track record of more than 25 years of

hands-on experience in strategic planning, business unit development,

personnel development, project and brand management, and system engineering

strategies. Proven ability to successfully analyze an organization's

critical business requirements, identify deficiencies and potential

opportunities, and develop innovative and cost-effective solutions for

enhancing competitiveness, increasing revenues, and improving quality of

employees, services, product and brand. I am looking to get involved with

another challenge. Your company cannot handle having another expert at any

level?

Key Skills

Hotel Operations, Human Resources, Procurement and Purchasing Management

Maintaining excellence in customer care.

Allocating resources, both human and material, to maximize performance and

efficiency.

Planning, organizing and coordinating special events and functions

Identifying and following up business opportunities, instigating initial

contact with decision-makers to raise corporate profile and awareness of

services.

Ensuring compliance with Health & Safety and Health & Hygiene legislation.

Stock management, rotation, replenishment and stocktaking.

Identifying and selecting suppliers/wholesalers ensuring cost-

effectiveness.

Financial Management

Autonomous P&L control with responsibility for maximizing year on year

turnover & profitability.

All aspects of Yield management and production of annual budgets.

Payroll management.

Personnel Management

Interviewing, assessing and recruiting suitable applicants across

disciplines.

Devising, implementing and delivering in-house training on a corporate

level.

Conducting regular reviews and appraisals.

Negotiating and finalizing corporate contracts, e.g. government departments

and external authorities.

Employee relations experience involving the following investigations:

Alcoholism; Drunkenness; Drugs; Theft; Fighting; Sexual Harassment;

Discrimination; Bullying; Performance Management; Tardiness; Termination

and more.

Career History

Regional Vice President of Operations / Human Resources Directorate: June

1999 - October 2010

KD (Khalil Duhne) International - Hotel - Casino

Reporting to Hotel-Casino Owner

A 4-star Hotel and Casino in the beautiful country of Syria with 250 rooms

for up to 750 guests. They have 8 locations. The locations ranged from

Andalusia Spain to Damascus, and Beirut Lebanon. The three locations in

Spain were established with; Property one and two, 500 rooms, 100 Suites,

and 100 Queen sized beds, and 200 with double sized Queen sized beds, with

In-house bar, and restaurant ( this is the average size for an no casino

property), and 100 employees; The locations with a Hotel and casino (three)

have 1500 rooms, which had 300 Suites, 200 Single Queen Sized Beds, and

1000 Double queen sized beds, 300 employees, 300 slot games, 40 card games,

and 10 wheeled games.

Responsibilities:

Leading a team of 8 General and Assistant General Managers, 3 Casino

General & Assistant General Managers, 3 Cage Managers, 2 slot machine

directors, 2 card game managers, 2 wheeled game managers, 8 Food and

Beverage Managers, and three country managers within a 4 Star hotel-casino

establishment from a multitude of different nationalities and spanned over

three countries on two continents. In direct charge of a budget exceeding

$30 million yearly. Manage the P&L of the Region and director of the 'Human

Resources department'. Within each area there are a team of one human

resource employee per 100 general employee population.

Abilities:

The area manager communicated with me daily, weekly, monthly, and quarterly

on statistics or current HR developments. I audited each location or a

monthly basis. Likewise, I performed various random audits to properly

evaluate quality, budget, and staffing standards.

Worked closely with the CEO and Leadership Team in strategic planning and

future growth of the organization. Collaborated with business unit leaders

to identify HR strategies that will support the accomplishments of their

strategic initiatives.

Developed progressive and proactive talent management, compensation,

performance management, and benefits programs to meet the strategic

objectives of the business.

Established credibility throughout the organization with management and

associates in order to be an effective listener and problem solver of

people issues determined and recommend associate relation practices

necessary to establish a positive employer-associate relationship,

Developed new policies and procedures reflecting the changing demands of

the business and supports the achievement of its strategic objectives.

Consulted legal counsel to ensure that policies comply with federal and

state law.

Managed the resolution of associate concerns, disputes, and grievances.

When required conducted internal investigation observing essential legal

protocols for documentation and resolution. Engaged, when necessary, with

an external consultant to conduct the investigation.

Developed programs to allow the company to embrace diversity and

inclusiveness of all backgrounds and to permit the full development and

performance of all.

Oversight and administration of AA Programs and record management in the

organization.

Met or exceeded budget revenue and profitability targets and Owner's

Expectations.

Conducted operational reviews with Company General Mangers to discuss and

evaluate monthly financial statements, guest satisfaction scores, and

related social media comments and rankings and sales production against

established goals.

Conducted periodic meetings with hotel managers.

Developed business plans, annual budgets and strategies based on the

Owner's Expectations, the competitive environment, business environment,

and client and guest needs.

Appointed Procurement & Purchasing Manager: October 2002 - December 2004

Manar Hotel-Casino: Andalusia Spain, Damascus, and Beirut.

Responsibilities:

Performed feasibility studies for proposed locations. Reported to President

of company of recommended locations. Signed agreements for contractors,

applied for permits, purchased land for construction, and interior

decorators. Assigned a staffing advocate for Opening the new build hotel,

involved with recruiting a whole new hotel with the GM. Managed the

induction program and all of the H&S functions within the hotel.

Abilities:

Compile an accurate, itemized budget for all FF&E and OS&E categories for

the total project, according to the interior designers specification and

the requirements from the operations team.

Communicate with the Client and Project Manager regarding the budget

status, to clarify marginally defined areas, determine responsibilities and

ensure that items are not omitted or duplicated.

Put out to tender all items and obtain costs on design approved

alternatives in an attempt to reduce costs without compromising standards

set.

Purchase of all FF&E interior items (Furniture, Fitting and Equipment)

Purchase of all OS&E items (Operational Start Up Equipment)

Continually update and monitor budgets to ensure that financial parameters

are met.

Prepare all tender documents, approval documents and purchase orders as

items are approved, including information such as vendor, description, unit

price etc.

Negotiate payment terms and guarantees.

Follow-up and expedite orders.

Co-ordinate deliveries to ensure that the merchandise is delivered and

received on time at a prearranged warehouse facility or site.

Secure freight pricing and oversee the movement of merchandise.

Negotiate warehousing and installation service on behalf of the Client.

Hotel General Manager: June 1999 - October 2002

KD International - Manar Hotel-Casino, Damascus, Syria

Reporting to Founder/President

A 4-star hotel-casino in the heart of Damascus Syria, servicing a varied

clientele from diverse market segments and geographical areas with an

annual turnover of over $2m and a staff of 50.

Responsibilities:

Achieved company specified revenues and increased savings. Position and

established a forecast for the hotel to achieve maximum revenue weekly,

monthly, and quarterly to increase ADR and REVPAR. Projected future sales

based on history and the market to forecast accordingly to maximized

revenue and increased savings. Prepared staffing. Accounted for all

expenses on a daily, weekly, monthly basis as compared to occupancy and

budget.

Ensured exceptional customer service to all guests and protected guest

privacy and safety when within reasonable control of the position to do so.

Ensured the hotel is meeting all standards including customer service,

reservation process, safety and security/loss prevention, breakfast,

maintenance, housekeeping and laundry standards.

Human Resources and Training & Development. Interviewing, recruiting,

hiring, disciplinary action, counseling and progressive discipline,

terminations, mentoring, federal labor regulations, documentation and

retention, file maintenance and retention, and training & development.

Administration of orientation materials, uniforms, standards, expectations,

job descriptions, handbooks and other resource materials is expected.

Abilities:

Successfully developing and training new Heads of Departments in all areas

of the operation.

Increasing the GOP by over delivering on both accommodation and food and

beverage revenue

Whilst decreasing expenses

Implementing training plan for the operation

Spearheaded "Customer Excellence" program to monitor feedback from guests,

which enhanced managements view of guest perception, and eventually

increased service quality.

Managing 50+ staff.

Battalion Training Coordinator: 1987 December- February 1996

Headquarters and Headquarters Company: 1st Calvary Division, Fort Hood,

Texas

Divisional Extracurricular Activities Administrator - May 2002 - February

1996

Reporting to Battalion Commander.

A combat ready unit where 8 months out of the year, were were on alert to

be deployed within a 2 hour notice. Specialized and up-to-date training and

technology remained a continual commitment.

Responsibilities:

Identified training and development needs with battalion commander and

operations officer to analyze organization results, job requirements,

operational problems, plans and forecasts, and current training programs.

Presented training and development programs by identifying learning

objectives; selecting instructional methodologies.

Evaluated training and development effectiveness by assessing trainee

performance; counseling section sergeants and soldiers regarding future

training and work restructuring.

Maintained Divisional athletic program by planning, scheduling, and

promoting sporting events.

Coached athletes by evaluating skills; directing practice sessions;

developing strategies on a Company, Battalion, Brigade, and Divisional

Level (time table varied upon regular season, winning team, and member

selection for upper echelon competitions).

Abilities:

Enhance the public image and recognition of soldiers in local communities,

by establishing extracurricular programs to facilitate negative domestic

occurrences.

Coordinate training for battalion members to enhance their competency in

specific fields of expertise.

Education

Bachelors of Business Administration, (2005)

(Where I studied Arabic) Damascus University(English Section), Damascus,

Syria

Associates of Criminal Justice, (1999)

Central Ohio Technical College, Newark, Ohio

Associates of International Finance, (1990)

(Where I studied German) University of Maryland, Munich, Germany

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