Manager Management

John Robert Giattino http://linkedin.com/in/johnrobertgiattino

**** ******** *** ( Boynton Beach, FL 33437

757-***-**** ( ************@***.***

Hospitality Executive

Hotel Operations ( Full Budget and P&L Responsibility ( Sales & Marketing

Growth catalyst, driving RevPAR, GSI, and occupancy improvements of multi-

site hotel operations through strategic leadership, business development,

and deep understanding of the quality hotel experience.

Award-winning executive manager with 20+ years of experience reversing

underperforming properties and operations by linking reputation management

and revenue management both strategically and tactically. Record of

optimizing multiple areas of performance-revenue, profit, guest

satisfaction, market penetration, service, and safety. Experienced in every

facet of the hotel business-hotel design, construction, staff, opening,

operations, strategic planning, and business development. Capitalized on

market trends to capture new business, control costs, and gain market

position in highly competitive locations. Built motivated teams of talented

professionals and empowered staff to achieve stretch goals. Improved guest

relations, expanded corporate client relationships, and enhanced the

overall guest experience. Driven to create maximum business value and top

quality service. CHA and CHHE.

Expertise:

Quality Improvement ( Service Delivery ( Creative Marketing ( Human

Resources Management ( Vendor Sourcing

Multi-Unit Operations Management ( Customer Relations ( Team Building &

Staff Retention ( Yield Management

Event Management ( Purchasing & Negotiating ( Multimillion-Dollar P&L

Management ( Project Planning

Awards:

Navy Lodge Group Achievement Award for the highest ever GSI and ASI in the

40-year Navy Lodge Program

Navy Lodge Plank Ownership Award for outstanding commitment and goal

achievement

Navy Lodge Certificate of Achievement for implementation of Epitome/CORE

Hospitality Industry Professional of the Year (HSMAI) ( Choice Hotels

Spirit of Achievement Award

Sunburst Hospitality Full Service Hotel of the Year ( Virginia Workforce

Development Education Award

Hospitality Industry Person of the Year (Greater Charlotte Hospitality &

Tourism Alliance)

PROFESSIONAL EXPERIENCE

Interim GM/Performance Coach, Hotel Management Solutions, LLC, VA and FL

2011-Present

A Hotel Performance Consulting Company specializing in Sales, Marketing,

and Operations assistance for hotel owners and GMs.

Provide professional hospitality management counsel, task force sales,

marketing, and operations support, creation of Standard Operating

Procedures, and renovation assistance to numerous hotel owners and General

Managers. Provided interim General Manager coverage to hotels with

leadership issues under Marriott, Hilton, IHG, Choice, Wyndham, and

Starwood brands. Expert functionality with Marsha, Fosse, Opera, OnQ,

Epitome, and ChoiceADVANTAGE. Full/Limited/Ext. Stay expert.

Operations/Regional Manager, Navy Lodge Hotels, NEXCOM, Virginia Beach, VA

2006-2011

The US Department of Defense lodging division encompassing 43 limited-

service hotels across 4 continents.

Turned around and elevated declining/flagged properties to achieve

compliance and quality service standards. Lead 3 regional managers and 43

onsite GMs overseeing 1,200 global employees. Manage $68M revenue/full P&L

and HR.

. Achieved the highest GSI (Guest Satisfaction Index) and ASI (Associate

Satisfaction Index) in the Navy Lodge Program's 40-year history-received

Group Achievement Award by the Rear Admiral of NEXCOM, 2011.

. Built 17.4% value growth in less than 5 years and consistently achieved

profitability above plan (106%).

. Improved low guest satisfaction scores to 96% by focusing on quality

improvement as key driver of customer satisfaction-trained staff on

proactive customer service and complaint resolution, raised cleaning

standards, upgraded QA inspections, and increased property visitation by

regional managers, holding them accountable.

. Developed "A-player" teams through stringent recruitment, replaced

underperformers, and strengthened the management team. Rectified high-

level labor union issues. Decreased overall labor to 15.8% (from 19.4%).

. Managed 2009 New Uniform Program globally, garnering 8% expense reduction

and improving brand image.

. Orchestrated 2011 Management conference-the "Best Meeting" in the event's

10-year history based on surveys.

John Robert Giattino 757-***-**** ( Page 2 of 3

GM/Area Director, Alliance Hospitality Management, LLC, Raleigh, NC 2003-

2006

Hospitality asset management company; portfolio includes operating

agreements with Marriott, Hilton, IHG, Choice, and Starwood.

Drove quality, service, and satisfaction through

renovation/restructuring/capital improvements of 5 properties, including

Hilton, Intercontinental, and Choice brands. Led task force for Marriott-

branded hotels in Michigan.

. Achieved above-market 8% RevPAR increases year over year and consistently

exceeded GOP goals through operations, revenue, and strategic management

initiatives of Florida properties.

. Led aggressive renovation of award-winning Homewood Suites by Hilton,

dramatically improving SALT guest satisfaction performance scores from

mid 80s to 90+ in all areas and regaining QA compliance.

GM/Regional Manager, GF Management, Inc., Philadelphia, PA 2001-2003

Hospitality ownership and management company; portfolio includes Hilton,

Sheraton, Cendant, and Holiday Inn brands.

Selected by COO to transform and stabilize overall performance of 5

properties, positioning $90M portfolio for growth. Managed P&L, business

plan, and marketing strategy to achieve performance and compliance goals.

. Drove incremental RevPAR in specific niche markets by differentiating

property attributes and delivering service/value. Generated 11%

annualized revenue growth and 15% increase in bottom line profitability.

. Captured 80% of local high-demand-generating companies through

convenience zone marketing practices.

. Boosted Philadelphia region's occupancy to 74% at $78 ADR (up from 63% at

$72 ADR) by executing aggressive business building strategies at all

properties, including but not limited to the Holiday Inn, Hilton Garden

Inn, Sheraton Hotel, Mansion in Voorhees, and Brunswick Hotel.

. Rapidly improved properties and reinstated AAA Diamond and Mobil Travel

Guide Star ratings through rebranding/repositioning, service

improvements, forward-thinking revenue/yield management, and targeted

advertising and marketing.

. Restructured and ignited employees to attain new benchmarked standards

and help implement new systems and procedures in every department with

high commitment to detail, presentation, cleanliness, and service.

. Helped Sheraton Hotel property achieve the first Green Seal designation

in the US through project planning and execution, QA inspections, and

training/supervision of general manager on green program components.

. Opened 3 high-volume retail/food service outlets on properties,

generating additional revenues.

GM/Regional Director of Operations, Sunburst Hospitality Corp., NC & VA

1994-2001

Hotel real estate management company; portfolio includes Clarion, Quality,

Comfort, Sleep, and MainStay brands.

Advanced rapidly from GM to Area Manager to Regional Director of Operations

based on stellar turnaround successes with 2 Clarion Hotel properties. The

first turnaround, Pembroke Corporate Center, became the flagship property

to showcase company's ability to reverse underperforming full-service

hotels-lauded by CEO/Vice Chairman for IPO.

. Pembroke Corporate Center: Turned around unprofitable, poorly managed

property located near troubled nightclub and 8 miles from the beach and

created a lucrative, award-winning, media-popular hotel.

. Achieved 72% occupancy at $85 ADR in 14 months (up from 30% occupancy

at $60 ADR) by spearheading $1.9M renovation and revamping entire

operation, including new/improved staff, policies, and procedures.

. Repositioned property and improved image for key tourism/business by

forging strong community relationships. Partnered with US military

organizations to catapult hotel to the #1 off-base location for

military meetings. Established student job shadowing in partnership

with the public school system.

. Held full P&L accountability for 15 hotels in 7 states with 5 brand

affiliations as Regional Director of Operations. Built $35.3M in

portfolio growth in less than 3 years (to $108.2M), increasing value of

assets 48%, reversing revenue decline to overall $9M+ profit-considered

the best portfolio turnaround of the company's 95 hotels.

. Achieved Franchise Gold Award for 12 of 15 hotels and Beta-Region

Award for HR and Sales programs.

. Spearheaded $5M renovation that improved profit to $4M and garnered

Hotel of the Year Award

. Grew sales from $30M to $200M+ in 6 years. Increased EBITDA 10-fold to

$60M. Improved market penetration 53%. Doubled RevPAR. Exceeded

competitive growth trends 200%+ per key industry reports.

. Reduced staff turnover 35% and labor costs 15%, saving $200K annually-

introduced new productivity standards and measurement systems,

improved management/labor relations, upgraded compensation and

incentive programs, and tightened cost controls.

. Drove double digit revenue and gross profit margin improvement in 5

retail locations (gift shops/delis).

John Robert Giattino 757-***-**** ( Page 3 of 3

Prior PROFESSIONAL EXPERIENCE

GM and Sales Director positions at Outrigger Lodging Services (1993-1994),

Karena Hotels, USA (1991-1993), Dimension Development, Inc. (1989-1991),

and Ocean Properties, Ltd. (1987-1989).

. Turned around 2 underperforming Disney-area resort hotels (600 rooms)-

grew occupancy 30%, improved profit 42%, achieved AAA reinstatement, and

established senior citizen market in location-challenged property.

Progressive positions at the Walt Disney Company (1982-1987)-Upgraded Hotel

Royal Plaza to 4 Star/4 Diamond ranking (up from 3 Star/3 Diamond) through

renovations, improved QA standards, upgrade of staff, and enhanced training

initiatives.

Education & Certification

Valencia College, Winter Park, FL

Business Administration - Undergraduate Studies

Educational Institute of AH&LA, Michigan State University, East Lansing, MI

Certified Hotel Administrator (CHA) ( Certified Hospitality Housekeeping

Executive (CHHE)

Awarded Lifetime CHA Status, 2011.

Disney University, Lake Buena Vista, FL

Walt Disney World Hospitality Training (Ducktorate)

PROFESSIONAL Affiliations

American Hotel & Lodging Association (AH&LA)

Hospitality Sales & Marketing Association International (HSMAI), Chapter of

the Virginias

Greater Charlotte Hospitality & Tourism Alliance

Rotary Club International, Paul Harris Fellow

United States Coast Guard Auxiliary, Department of Homeland Security,

Public Affairs Officer (PAO)-Flotilla 53

Military Training & Experience

United States Navy, Petty Officer Third Class-Honorable Discharge

Propulsion Engineering School ( Naval Nuclear Power School ( Base Security

Detail

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