Customer Service Manager

***** ******* ***** ********, ******** ***** 970-***-**** (H) / 970-

***-**** (C) ********@****.***

Operations Management ( Infrastructure Development ( Strategic Business

Planning

Career Summary

Accomplished executive with demonstrated expertise overseeing all aspects

of business operations within the hospitality and food and beverage

sectors. Background includes leading the development and execution of

strategic operating, marketing, and customer service and retention plans to

optimize service exposure, penetrate target markets, and capture strong and

sustainable revenue growth. Skilled at leading process improvement to

enhance operating efficiency, reduce costs, and impact the bottom line.

Adept at building relationships with business partners, patrons, and staff

at all levels. Objective and progressive with dynamic leadership and

business acumen to produce extraordinary results.

Core Competencies

Revenue Growth Program / Service Management Sales & Marketing

Business Development Staff Leadership & Development P&L Management

Budget Administration Customer Relationship Management Process Improvement

Professional Experience

MILLION INNS LLC, Montrose and Denver, Colorado [2004 - 2009]

Chief Operating Officer

Managed daily business operations holding, full P&L accountability for the

$20 million organization. Developed and executed short- and long-term

strategic plan to achieve revenue and profit goals. Provided strong

leadership to 6-direct reports and 70-indirect reports, driving efforts to

build a cohesive and high-performing infrastructure. Fostered an upscale

and progressive corporate culture devoted to both personal and professional

growth.

V Recognized for consistent achievement and success, delivering on all

goals, attaining the most profitable four years in the company's 13

year history.

V Increased occupancy and rate while generating annual sales revenues of

$5 million.

V Managed the acquisition and integration of a $6 million property,

resulting in a revenue increase of 30% in year one.

V Spearheaded customer service and satisfaction, consistently attaining

quality scores in the 90-95% range.

V Managed a $1+ million property improvement project, ensuring

completion on-time and within budget.

V Performed due diligence and led the negotiation, supporting the

acquisition of a new Marriott Courtyard franchise, receiving approval

by Marriott as the operator.

General Manager, Montrose Holiday Inn Express Hotel & Suites and Three

Peaks Conference Center

Directed hotel operations charged with overseeing multiple Intercontinental

Hotel Group properties, including an award winning 122-room hotel and

conference center with 7,000 square feet of meeting space, catering, and

kitchen and a 76 room Holiday Inn Express & Suites. Managed a 76-member

staff.

V Established a service-oriented culture and led professional

development and training programs to build a strong infrastructure and

ensure optimal quality and customer satisfaction levels were attained.

V Held full fiscal responsibility, including developing and

administering operating budgets of $5 million annually, forecasting,

and profitability.

V Grew revenues to $5+ million annually and oversaw the development and

execution of aggressive national, regional, and local marketing plans

and strategies to penetrate target markets and maximize exposure.

V Managed due diligence and preliminary planning for the Montrose

Marriott Courtyard; oversaw development and contracted for the $1+

million property improvement and managed staff hire, training, and

supervision.

V Served as an integral board member of the Montrose VCB and led efforts

to provide marketing guidance and community leadership to increase

regional tourism visitation.

TELLURIDE REAL ESTATE CORPORATION, Telluride, Colorado [2002 - 2004]

Broker Associate

Marketing and sales of luxury resort properties for the market leading real

estate organization.

TELLURIDE SKI & GOLF RESORT, Telluride, Colorado [1986 -2001]

Vice President, Guest Services (1996 - 2001)

Spearheaded customer service, satisfaction, and retention efforts to

maximize revenues and profits and achieve goals. Managed the development

and implementation of a guest service culture for the upscale five star

resort. Led professional development by creating and conducting company-

wide guest service coursework for 800 employees. Oversaw multiple guest

service departments, including food and beverage, the host program,

mountain tours, ticket scanning, and guest satisfaction and demographics

research. Managed a staff of 200+.

V Cultivated and fostered strong working relationships with external

consultants and trainers; developed train-the-trainer courses and

instituted the make the guest right satisfaction and empowerment

program.

V Developed and administered a $3.5 million operating budget, ensuring

all objectives were met.

V Improved guest service survey scores by implementing a guest service

training program to ensure an understanding of established practices

and procedures; responded to guest service and satisfaction inquiries.

V Oversaw food and beverage operations across five resort restaurants,

handling public, catered, and private events; increased food and

beverage earnings across all restaurants.

V Managed childcare facilities, including the short-term nursery and

long-term care facility, ensuring compliance with both internal and

regulatory guidelines.

V Drove operational and process improvement by developing and

implementing a manager-on-duty program.

V Planned, coordinated, and hosted various VIPs, including celebrities,

high-level executives, and world leaders.

Vice President, Golf Operations (1996 - 2001)

Built a high-end golf club membership programs, fostering a five star

service culture to achieve growth and revenue objectives. Provided strong

operational leadership charged with developing and administering a $4

million operating budget, managing membership sales and services, and

overseeing purchasing, merchandising, and sales.

V Conceptualized and implemented new programs, products, instruction,

tournaments, and special events to penetrate target markets and

optimize club exposure.

V Captured $15+ million in membership sales and transitioned the golf

division's financial loss to a profit in one year, subsequently

growing net earnings to $3+ million annually.

V Streamlined operations by implementing an enhanced reservation system.

V Recruited, hired, and trained a staff of 60, building a cohesive and

productive team.

V Managed a $1.5 million clubhouse, pro shop, golf course, and practice

facility improvement project while overseeing all future planning and

development initiatives to align business, finance, and growth

objectives.

Vice President, Golf Operations & Assistant Ski School Director (1995 -

1996)

General Manager, Golf Operations and Director of Golf (1993 - 1995)

Supervisor, Golf Services and Assistant Golf Pro (1992 - 1993)

Ski School Manager (Winters 1991 - 1993)

Early Career History

TELLURIDE SKI COMPANY BROKERS, ALPENVEST, INC., and RIVERWATCH TOWNHOMES

[1987 - 1992]

Broker Associate, President, and On-Site Manager, Luxury Townhomes

Positions

Education & Professional Development

HOFSTRA UNIVERSITY and ST. MICHAELS COLLEGE

Business Administration

Training: Executive Media Training, Wixted, Pope, Nora, and Thompson and

C.L.E, Golf and Mountain Resort Development - Vail, Colorado

Professional Affiliations & Certifications

Certified / Licensed: InterContinental Hotels Group Certified General

Manager (2004 - Present) Private Pilot, Single Engine land (2002)

Board of Directors: Montrose Visitors and Convention Bureau (2005 - 2008)

Examiner: Professional Ski Instructors of America, PSIA-RM (1994-2004)

PSIA National Team Candidate: Snowbird (1996)

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