Managing Director

WILLIAM L. HURLEY

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

Suite *1N

Honolulu, HI 96825

Global Mobile 1-808-***-****

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

SUMMARY OF QUALIFICATIONS

Seasoned leader with a record of accomplishment in an internationally recognized hotel corporation.

Experience includes successfully leading organizations through periods of rapid growth and expansion.

Unique ability to create an environment/culture that encourages all members of the organization to

accomplish their primary function the acquisition and retention of customers. Fluent in Japanese

language and extensive experience with Japanese business etiquette, including conducting business

meetings and negotiations in Japanese.

Areas of expertise:

Visionary Leadership Strategic Business Planning

• •

Executive Team Building Global Marketing

• •

Competitive Market Positioning Quality Training & Performance

• •

Advertising & Promotional Improvement

•

Communications Customer Satisfaction & Retention

•

Organizational Culture Employee Recruitment and

• •

Enhancement Retention

PROFESSIONAL EXPERIENCE

CHALLENGES FIVE January 1995 – Present

Owner and primary service provider of Challenges Five, a private consulting company offering

leadership development and training services to a variety of organizations in Japan, Asia, North

America and Hawaii with a concentration in the hospitality industry.

Among the organizations we have served and or continue to serve are:

HONOLULU FESTIVAL FOUNDATION

TOKYO AMERICAN CLUB

OHTA PUBLICATIONS

HONG KONG HARBOR VIEW SEAFOOD RESTAURANT

YUDANAKA VIEW HOTEL

MORGAN STANLEY JAPAN-PANORAMA HOSPITALITY

KINTETSU HAWAII

KARATSU SEASIDE HOTEL

PRINCE RESORTS HAWAII

HAWAII CONVENTION CENTER

GALILEO JAPAN

GOLDMAN SACHS JAPAN-ARCHON HOSPITALITY

ERINA CORPORATION

CRG JAPAN

JAPAN TRAVEL BUREAU

JALPAK INTERNATIONAL

AMERICAN DENTAL ASSOCIATION

NSSAN HAWAII

MONTEREY COMMUNITY HOSPITAL

Among the services that we provide to hospitality (and other) organizations are the following:

Development of organization vision statements

Development of organizational core values which support the vision statement

Organizational Culture Assessment

Defining organizational culture - identifying leadership and employee behaviors that will

display the core values

Development of a complete policies and procedures manual

Development of a policies and procedures compliance audit process

Development of hotel minimum operating standards

Development of an employee satisfaction/engagement measurement process

Work with client organizations in the development of enhanced recruiting strategies and

systems

Development of a customer satisfaction/loyalty measurement process

Information Technology review process including

o Property Management Systems

o Telecommunications Systems

o Reservation Systems

o Revenue Management

o Point of Sale

o Security

o Web Sites

Development of standardized job descriptions

Development of standardized job training manuals

Development of people skills training programs

Development of employee handbooks

Development of a new employee orientation programs

Development of employee performance evaluation process

Development of pay for performance process

Development of the various required marketing and sales systems and procedures

Development of various marketing and sales standardized programs

Development of advertising standards manuals

Development of web site standards

Development of a sales training program based on an organized process

o Planning and preparation

o Opening

o Questioning

o Presentation

o Overcoming objections

o Closing

o After-sales follow-up

Development of marketing and sales plan formats

Development of financial reporting system

Development of financial controls system

Development of procurement system

Development of purchasing minimum specifications

Development of business plan format

o Capital Plan

o Strategic Plan

o Operating Plan

o Business Plan Worksheets

Development of engineering property review/audit process

Development of EIWO/Ken Fix It program

Development of preventative maintenance system

Staffing guide development

Development of 3 Month Outlook Process

Development of daily payroll report format

Development of weekly activity report format

Development of purchase order procedure

Development of food and beverage controls system

Development of GM Monthly Letter process

Development of employee grading system

Development of Emergency Plan Manual

Development of Management Continuity Planning process

Development of hotel pre-opening plans

General Manager

Hotel Equatorial Penang June 2010 – June 2012

Responsible for all aspects of a major international destination resort in Penang,

Malaysia. This convention/resort includes 655 guests rooms, significant meeting and

banquet space, 5 outlets, 200,000 square feet of office space and a separate apartment

complex. Major focus on business development and creating a unified management

team composed largely of Malay natives blended with several Ex-Patriots.

STARWOOD HOTELS AND RESORTS June 1972 –

(formerly ITT Sheraton Corporation) January 2005

Sheraton Resorts Phoenix Seagaia, Miyazaki, Japan

Vice President and Managing Director February 2003-

Responsible for all aspects of a major international destination resort in Kyushu

January 2005

Japan. The resort includes 5 hotels, 99 holes of Golf, 30 tennis courts, the Ocean

Dome, the world’s largest fully enclosed water park, the Miyazaki Zoo and variety of

additional amenities. Major focus on business development and creating a unified

management team composed largely of a majority on Miyazaki natives blended with

Starwood Ex-Patriots and Japanese nationals from areas of Japan outside of Kyushu.

April 2000 –

Sheraton Waikiki and Royal Hawaiian Hotels, Honolulu, HI

February 2003

Managing Director

Responsible for strategic direction, business development, budget design and administration, and

employee relations strategies that enable the hotels to attract the customers of the future while

simultaneously maintaining the charm that has attracted repeat guests for as many as 40 years. Develop

and implement budget plans with annual revenues of $225 million. Direct an employee population of

2,000 individuals. Served as a member of the Council of Hawaii Hotels bargaining committee in

1999/2000 labor contract negotiations with Hawaii Hotel Employees and Restaurant Employees Union.

Designed and implemented training program entitled "The Acquisition and Retention of Customers"

emphasizing employee satisfaction, customer service and profit generation.

April 1993 –

Sheraton Waikiki Hotel, Honolulu, HI

April 2000

Managing Director

Business leader of the company's second largest resort and convention hotel with 1900 guest rooms, 1500

employees and annual revenues of $175 million. The Sheraton Waikiki Hotel is regularly the leading

hotel within the Sheraton worldwide system in Gross operating Profit and Cash Earnings. Developed the

strategic direction for the hotel that enabled it to become a dominant hotel in the Japanese travel industry

while maintaining its appeal in the domestic meetings market. Served as officer with the council of

Hawaii Hotels and engaged in labor relations including contract interpretation and grievance resolution

sessions, and meetings with labor leaders. Awarded the 1995 ITT Ring of Quality Award for "Workers'

Compensation Claims Management Project". Directed and rebuilt the organization with top industry

talent.

March 1990 –

Sheraton Moana Surfrider Hotel, Honolulu, HI

April 1993

General Manager

Repositioned this historic 90-year-old, 800-room hotel following a two year, 50 million dollar complete

renovation. Established the Moana as the premier, luxury hotel on the beach in Waikiki. Successfully

assembled one of the finest leadership teams in the hotel industry. Managed annual revenues of $80

million and an employee population of 800 individuals. Nominated for an ITT “Harold Geneen Award”

due to outstanding financial performance of the Moana Surfrider Hotel.

September 1984

Monterey Sheraton Hotel, Monterey, CA

– March 1990

General Manager

Directed the operation of this 350-room resort hotel from construction through pre-opening and opening

and for its first four years of operation. Positioned the hotel within the corporate meetings market and

within the leisure travel market in such a way that, after the first year of operation, it consistently

exceeded its fair share in market penetration while substantially out performing the competition in

average room rate. Consistently achieved the highest guest satisfaction ratings with the Sheraton North

American Division.

June 1982 –

Miramar Sheraton Hotel, Santa Monica, CA

September 1984

Managing Director

June 1980 –

Sheraton Boston Hotel, Boston, MA

June 1982

Hotel Manager

April 1977 –

Sheraton Columbus Hotel, Columbus, OH

June 1980

Resident Manager

April 1976 –

Sheraton Anaheim Hotel, Anaheim, CA

April 1977

Resident Manager

April 1974 –

Sheraton Boston Hotel, Boston MA

April 1976

Front Office Manager

June 1972 –

Sheraton Management Development Program

April 1974

Sheraton World Headquarters

Sheraton Boston Hotel, Boston, MA

Sheraton Chicago Hotel, Chicago, IL

EDUCATION

University of Denver, Denver, Colorado

Bachelor of Science, Business Administration, Hotel and Restaurant Management Major

CIVIC AND COMMUNITY ACTIVITIES

Board Member, Aloha United Way

Board Member, Waikiki Community Center

Board Member, Hawaii Convention and Visitors Bureau

Board Member, Boy Scouts of America

Board Member, Santa Monica Convention and Visitors Bureau

Board Member, Monterey Peninsula Chamber of Commerce

Board Member, Monterey Peninsula Hotel and Restaurant Association

Executive Committee Member, Aloha United Way

Accounting Instructor, Boston Community College

Travel Industry Management Instructor, Golden Gate College, Monterey Peninsula Branch

LANGUAGE SKILLS

Conversational in Japanese; Limited reading and writing.

AWARDS AND RECOGNITION

General Manager of the Year, ITT Sheraton Corporation

General Manager, Hotel of the Year, ITT Sheraton Corporation

General Manager, Pre-Opening Hotel of the Year, ITT Sheraton Corporation

Marketing General Manager of the Year, ITT Sheraton Corporation, North American Division

Ring of Quality Award, ITT Sheraton Corporation

Contact this candidate