Manager Customer Service

Thomas Whitney

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

Address: ***** *** **** ****

City: Silver Spring

State: MD

Zip: 20901

Country: USA

Phone: 202-***-****

Skill Level: Director

Salary Range: 125

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Thomas Whitney

10217 Big Rock Road * Silver Spring*Maryland**20901 301-***-**** or 202-***-****

*********@********.***

SENIOR MANAGEMENT PROFESSIONAL - HOSPITALITY

Strategic Planning * Market Analysis * Financials & Budgeting * P&L Management * Facilities & Construction Management * Vendor Management * Hiring & Staff Development * Process Development Cost Reduction * Sales & Marketing Management * Compliance * Troubleshooting * Client Relations

Dynamic, self-driven, and visionary global professional with years of exceptional, progressive experience providing hands on leadership to consistently meet and exceed company and customer expectations. Astute analyst, strategic thinker, and creative problem solver. Adept at analyzing internal and external conditions to develop plans, processes and procedures aligned to both short and long-term requirements. A superior communicator and customer service provider. Experience includes startups and expansions.

CAREER TRACK

RB Properties 2010- Present

General Manager, The Henley Park Hotel, Washington, DC

Manage the operation of the Hotel, Improve service levels and maintain standards of our membership of

Historic Hotel of America

Developed a new Sales team to help achieve our revenue goals.

Continuously monitor short and long term operational and financial plans for the F& B division

Developed and implemented a Rooms preventive maintenance program

Responsible for yield management, forecasting, budgeting and P&L statements

RB Properties 2008- 2010

Corporate Quality Assurance, Washington, DC

Provide corporate support to five hotels and one free standing restaurant, creating a service culture within the organization.

Developed service standards, Created a service culture based on Steps of Service, Engage with the customer, and Empowerment.

Developed a guest feedback tracking system and a metrics to share best practices and set benchmarking goals for the Hotel General Mangers.

Provided leadership to the hotel General Mangers overseeing a total of 860 rooms.

Standardization of products and design.

Hyatt Hotels

Senior Rooms Executive, Jacksonville, Florida 2007-2008

Provided highly effective leadership managing key business functions to consistently achieve corporate profitability expectations for this 966-room property generating $50 Million in annual volume. Responsibilities included staff hiring and development, departmental annual budgeting, policy development and implementation, financial management, and quality assurance to maintain stringent quality control requirements expected by Hyatt`s discriminating clientele.

Monitor and direct the efforts of 150+ departmental personnel. Create training to maximize performance, with strong emphasis on customer service and company policy adherence.

Continued

Thomas Whitney Page 2

Create and administer $22 Million annual budget, aligning operations to meet and exceed projected expenses. Oversee accounting requirements to maintain efficient A/R, A/P, GL, and reporting activities, and guide efforts in special project budgeting and costing.

In addition, responsible for the supervision and support of Rooms Executives at 8 other Hyatt properties in the Florida Region. Evaluate performance reports, and provide guidance and training to maximize operations meeting corporate expectations.

Due to efforts, boosted overall guest service satisfaction scores by 4% over last year and overall sleeping room satisfaction by 5% over previous year.

ROOMS EXECUTIVE, SANTA CLARA, CALIFORNIA 2005-2007

Room`s executive for a 501-room hotel. Responsible for a complete re-flagging of the property from a Westin Hotel to a Hyatt Hotel. Set up all front -of- house and back -of-house operating systems to meet the Hyatt Standards of Service.

Completed a $15 Million renovation

Reduced overtime hours to fewer than 2% of total hours worked.

Increased the REVPAR (revenue per available room) index compared to the comp set.

Developed 4 Managers for promotion to the next level of responsibility.

DIRECTOR OF OPERATIONS, BETHESDA MARYLAND 2002-2005

Responsible for both Rooms and Food & Beverage operation in a 400 room hotel.

Instrumental in reducing the operating costs of the operation and increasing the bottom line by leasing out two restaurants spaces to national chains.

Provided project management to the construction of these two projects.

DIRECTOR OF FOOD AND BEVERAGE, BETHESDA, MARYLAND 1999-2002

DIRECTOR OF FOOD AND BEVERAGE, DULLES, VIRGINIA 1997-1999

Super Bowl 1997 San Diego

Hyatt Regency McCormick Place Opening Team Trainer

ASSISTANT DIRECTOR OF FOOD AND BEVERAGE /COMMUNICATINS MANAGER/ ASSISTANT FRONT OFFICE MANAGER/ EXECUTIVE STEWARD/ BEVERAGE MANAGER, WASHINGTON, DC 1991-1997

Department Head of the Year, 1993

Manager of the Quarter, 1993

BANQUET MANAGER / ASSISTANT BANQUET MANAGER, LOS ANGELES, CALIFORNIA 1989-1991

Manager of the Quarter 1991

BEVERAGE MANAGER /RESTAURANT MANAGER, ORANGE COUNTY, CALIFORNIA 1987-1989

ASSISTANT BANQUET MANAGER /CORPORATE TRAINEE, BUFFALO, NEW YORK 1985-1987

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Thomas Whitney Page 3

LEARNING CREDENTIALS

BACHELOR OF SCIENCE 1985

University of Houston, Conrad N.Hilton College of Hotel & Restaurant Management Houston, Texas

ASSOCIATE IN APPLIED SCIENCE- HOTEL & RESTAURANT MANAGEMENT 1983

Paul Smith`s College Paul Smiths, New York

INTERESTS & ACTIVITIES

Eagle Scout *Musically Inclined

Golfing *Windsurfing * Tennis *Cycling

REFERENCES AND FURTHER DATA PROVIDED UPON

ESTABLISHMENT OF MUTUAL INTEREST

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