Manager Customer Service
Resume:
Philip J. Woodland
Address: *** **** ******, ****** ** 54016
Cell: 406-***-****
Email: **************@*******.***
OBJECTIVE:
Over twenty years in management, a hands-on, attention to detail leader, seeks a career in
management for an organization with whom my extensive experience will benefit the client, the
employees and the company's strategic and fiscal vision. Europe & USA experience.
Innovator; Consummate entrepreneurial professional with a vision to develop. Unequalled experience
in operations, administration, facilities, communications, and strategic business development. Proven
ability to handle the tough calls and tough contracts. Accomplished administrator of people, physical
and financial resources. A charismatic yet humble leader, who is both an innovative thinker and a
diligent listener.
EXPERIENCE:
DIRECTOR OF FACILITIES – MONTANA STATE FUND, HELENA MT 12/08-present
* Oversee all facilities management, including all preventative maintenance.
* Oversee all document processing and mailroom functions
* Oversee fleet management dept.
* Oversee all landscaping and grounds management
*Handle all RFPs and external contracts
*Manages all contracting and purchasing activities, negotiate national and local agreements with
contractors and suppliers to minimize the acquisition and life-cycle costs of products and services
purchased for new and existing facilities.
*Handles all policy, safety and risk management processes
* Oversee all facility janitorial services
* Full understanding of capital acquisition for existing facilities as well as new construction projects.
* Responsible for creating and managing existing facility budget as well as construction budget,
saving organization 2.3 million on new construction costs to-date.
* Management of human, fiscal and physical resources to provide facilities and infrastructure to
support MSF.
* Project Lead offering comprehensive knowledge of construction project management practices,
codes, contract administration and construction estimating for 26 million dollar new building, housing
350 offices.
* Project Lead for LEED Gold Certification.
* Project Lead for the transition of 350 employees and their workstations into new facility.
* Developed Emergency Action Plans for staff and building, wrote fleet management policy and
security policy for existing building.
* Developed extensive security system and monitoring for building and 350 employees
* 25 direct reports, managing both union and non-union employees.
GENERAL MANAGER (Consultant) – GRIFFITHS CONSULTING, New Milton, England 8/07 –
11/08
* Develop hotel policies and procedures.
* Hotel Marketing and Sales promotions.
*Created development of training course materials and individual managerial development plans.
*Analysed Customer Satisfaction through customer feedback system and assisted to drive action
plans for continual improvement of our services and systems.
*Facilitated career development training for the team
* Developed emergency procedures.
* Cut operational cost in all departments.
* Staff training and development.
* Developed all service standards throughout all departments.
* Hired as a consultant to develop hotel and staff.
GENERAL MANAGER - THE HEARTWOOD RESORT & CONFERENCE CENTER, WI 1/05-
7/07
Full service resort, sleeps 240 people. Conference Center space for up to 800 people. 3.5 million
USD room revenue. 2 million F & B. Multiple Accommodations: Hotel Rooms, Cottages, and
Duplexes.
All property operations including:
* P & L financial management
* F & B, conferences services
* Managed staff of 8 managers and 25 full time service staff
* Property maintenance
* Marketing/sales
* Staff development
* Inspiring leadership
* Oversight with all departments
* Establish strategic actions
* Manage client's expectations
* 5 star standards
* Wedding Planner/Sales
Increased revenues 85% my first year. Planning of renovations, facility development, doubling
property size. Building local market awareness. Wrote 5 Star Standards of Operation to implement
into all departments
GENERAL MANAGER - THE LORD CAMDEN INN- Camden, Maine 2003-2005
36 room, boutique hotel located along the Maine coast. Recently renovated 1.5 million, 1.2 million
USD room revenue. 300,000 F & B.
All aspects of hotel operations including:
* Fiscal responsibilities
* Preventative maintenance
* Staff performance and community/client relations
* Oversaw 1.8 million renovation project
*Created development of training course materials.
* Updated all guest rooms, guest dining area, main lobby, and catering and convention space.
* Secured a 45% increase in annual sales for 2005
* Marketing/sales skills
* 5 star customer service skills
* Staff motivational skills
* Restructured group sales and catering venues
* Created new policies, new services, new menus
* Oversaw all wedding business/planning
* Quarterly reports to owner's
* Purchased supplies/services
* Inspected hotel daily for cleanliness and appearance
* Resolved all operating issues
*Created development of training course materials and individual managerial development plans.
* Hired qualified, confident staff.
Increased revenues 25% over owner's expectations. Promoted property as "The Only Place to Stay in
Camden Maine" resulting in local awareness and promotability.
OWNER/OPERATOR - REFLECTIONS PROPERTY MANAGEMENT -WI 2000 - 2003
A professional, self-built business responsible for all property management for multimillionaire,
affluent lake-district homeowners and lodges.
* Annual budgets and business development forecasting for company including marketing.
* Oversaw all daily operations including:
* Managed and supervised staff
* Detailed cleaning
* Upkeep of maintenance and repairs, exterior and interior
* Coordinated all catered parties for family, friends, and business associates with specially created
menus and themes
* Wedding consultant and planner.
* Supervision and coordination of boat dock, boat, and beach maintenance
* Coordinating winter storage and removal of boat docks
* Landscaping and lawn care
* Scheduled a variety of errands including shopping and special mailings
* Acted as contractor and oversaw all construction of home projects, lodge projects, and coordinating
outside vendors for major interior and exterior repairs
* Supervised all interior and exterior painting, including creative wall murals
DIRECTOR OF BANQUETS/CONFERENCE SERVICES - HYATT REGENCY HOTEL - MN 1999
- 2000
Minnesota's Largest Hotel Conferencing Facility for Midwest
* Oversaw entire operation of a 65,000 square foot banquet/meeting facility. (Minnesota's largest
hotel banquet facility)
* Supervised a management staff of 6, and 200 plus employees.
* Collaborated with clients regarding all banquets, national conventions, and local meetings,
completely detailing client's agenda and schedule of events.
* Coordinated everything from set up to service and any and all changes or needs the client desired.
BANQUET MANAGER - HILTON HOTEL -MN 1997 - 1999
Improved and implemented marketing ideas and promotions, enhancing all areas of customer service.
Was recruited by Hilton to improve all areas of service and control.
* Consistently met all budget requirements by 5 - 10% monthly.
* Managed 3 million dollar operation.
* Developed extensive training manuals for all staff: Banquets Servers, Bartenders, Convention Floor
Set-Up and Captains.
* Directly responsible for all food and beverage inventories, and the ordering of china, flatware and
glassware for all food and beverage outlets.
HOTEL BANQUET MANAGER - RADISSON HOTEL & RADISSON INN -MN 1995 - 1997
Simultaneously, directly oversaw entire banquet operation for two hotels
* Managed daily operations of a $6 million annual catering operation.
* Managed staff of 100 plus employees.
* Instrumental in the planning, organization, opening and managing a second hotel and its banquet
facilities.
* Oversaw entire operation for 1993 Superbowl Team
DIRECTOR OF CATERING - HOLIDAY INN - MN 1994 - 1995
Restructured entire banquet/catering operation from service to menus, resulting in profitability for the
first time in five years. Worked with clients one-on-one in the planning of special and business
functions.
* Responsible for creating marketing and promotional ideas.
* Door-to-door networking with area business leaders resulting in improved business relations, and an
increase in hotels catering business.
* Increased revenues by 45 % first year
EDUCATION:
Hotel Management
University of Wisconsin-Stout
Menomonie, Wisconsin
RECOGNITIONS:
RADISSON HOTEL - St. Paul, Minnesota
• Manager of the Quarter
• Manager of the Year
REFERENCES:
Jim Yagow
Grants Manager-Developer & Heartwood Initiative Lead
Church & Community Engagement
4321 N. Ballard Road, Appleton, WI 54919-0001
Direct: 920-***-**** Email: *****.*****@********.***
James Griffiths
Griffiths Consulting
New Milton, England
011-44-787-059-2989
*********************@***.***
Jeff Jewert
Heartwood Conference Center and Resort
Maintenance
Donna Spitler
Lord Camden Inn Supervisor
*****.*******@*****.***
Gerrit VanPykeren
Heartwood Conference Center and Resort
Director of Maintenance
Diane Oman
Heartwood Conference Center and Resort
Housekeeping Supervisor
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