Manager Customer Service

Gregory Eric Shaw

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

Doral, FL 33178

Phone: (305) 717- 3388

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

PROFILE:

. Extensive background in customer service including staff

training and development, coaching and counseling, and

implementation and compliance of Preferred Hotel standards

and AAA 4 diamond standards and ratings.

. Consistently deliver financial, guest and employee

satisfaction results.

. Proven ability to ensure superior guest service in all areas

of responsibility by setting standards, motivating staff and

leading by providing a strong example.

. Manager of the 1st Quarter 2009 Hawks Cay Resort

. Completed and participated in Prot g 2004-2005 ANA

Multibrand Mentoring.

EMPLOYMENT:

10/08- 06/10 Director of Villa Operations, Hawks Cay Resort, Duck

Key FL.

. Responsible for the Villa Operations and Employee housing

for more than 240 villas including: meeting and exceeding

budget guidelines, training and development, coaching and

counseling, recruitment, and purchasing for the Engineering,

Housekeeping and Housing departments.

. Project Management during the renovation for Preferred

Villas.

. Provide leadership, guidance and development. Promoted

within the department two team members in Villa Operations

to Management positions.

. Created positive guest and employee relations.

. Implemented procedural changes to improve standards of

consistency for the Villa Operations Department and

instrumental in achieving AAA 4 diamond award for this year.

. Responsible for saving $100,000.00 in controllable expenses

and improved villa engineering total revenue from $40,000.00

last year to $70,000.00 month to date with a goal of

$180,000.00 end of year.

03/07- 07/08 Operations Manager,. (West Paces Hotel Group) Which

included working for their properties: Royal Palm Hotel,

Miami FL. Daufuskie Island, Hilton Head SC. and Hotel 71,

Chicago IL.

. Responsible for the Operations for Hotel 71 including:

meeting and exceeding budget guidelines, training and

development, coaching and counseling, recruitment, and

purchasing for the Front Office, Night Audit, Concierge,

PBX, Valet, Reservations, Bell staff and Housekeeping

Departments.

. Provide leadership, guidance and development. Promoted

within the department two team members in the Front Office

to Assistant Front Office Managers.

. Implemented procedural changes to improve the standards and

consistency of the Front Office Operations and Housekeeping

Departments

. Improved work environment conditions and improved relations

with Union representatives.

01/04- 03/07 Front Office Manager, The Sofitel Hotel, Miami, FL.

04/02-12/03 Assistant Front Office Manager, The Palms Hotel, Miami

Beach, FL

EDUCATION:

1995-2002 Graduated: University of Nevada Las Vegas, Bachelor of

Science Degree, Hotel Administration

1996-1997 Internship: Stratosphere Hotel and Casino, Housekeeping,

Front Desk and Human Resources

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