Manager Customer Service

Rebecca R. Frasier, CHA 760-***-**** . **********@***.***

***** ***** ******, ********* ****, CA 92234

Executive Profile

Regional Director . General Manager

Record of success driving revenue, profit, GSI, and occupancy improvements

at multi-site hotel, resort, and timeshare operations through strategic

operational and financial leadership and a deep understanding of

hospitality management. Driven to create maximum business value and top

quality service.

. Accomplished regional manager with 15+ years of experience elevating

underperforming properties and operations by linking reputation

management and revenue management both strategically and tactically.

. Record of optimizing multiple areas of performance-operations, revenue,

profit, guest satisfaction, market penetration, service performance,

branding standards, staff motivation, and retention.

. Experienced in every facet of the hotel business-operations, finance,

sales and marketing, strategic planning, staffing, property design and

construction, opening, and business development.

. Maximize profits by creating an environment of success through proactive

planning, hard work, close attention to detail, and impeccable customer

service.

. Build motivated teams of talented professionals and empower staff to

achieve stretch goals. Record of improving employee performance,

accountability, and satisfaction through staff training and mentoring.

. Recognized for operational and service excellence, strong business

acumen, adaptability, integrity, deep commitment, and enthusiasm.

Consistently deliver "above and beyond" for complete guest satisfaction.

Core Competencies Include

. Multi-unit Operations Management . Budgeting & Fiscal Oversight .

Quality Improvements

. Customer Relations & Retention . High-Level Service Standards .

Yield Management / P&L

. Team Building & Leadership . Employee Training & Motivation .

Restaurant Operations

. Vendor Negotiations & Management . Project Planning & Oversight .

F&B Cost Control

Experience

MONARCH GRAND VACATIONS, Mission Viejo, CA 9/2007-present

Regional Director Resort Operations-West Coast

Recruited to direct all operations for 10 Home Owner Associations (HOA), 9

resorts, 8 F&B establishments, 6 spas, and 5 gift shops. Full oversight of

P&L, yield management, property operations, customer service, reservations,

project management, call center, sales/marketing, and employee relations.

Manage 13 budgets: $60M resorts, $18M restaurants, $20M reserve (CAP EX).

Supervise 20 direct reports. Report directly to VP Operations.

. As key Executive Committee member, played an instrumental role in

strategic, market, and financial planning; participated in all Board

meetings and implemented new policies and procedures.

. Achieved overall 15% increase in rental revenues year over year,

generating competitive ADR/RevPAR and gross operating profit (GOP) goals

on average despite periods of intense economic fluctuation.

. Delivered 30% in annual operating cost reductions over 2-year period

through redesign of core purchasing processes, renegotiation of vendor

contracts, and implementation of innovative energy saving program.

. Established the first-ever Quality Assurance (QA) Program and instituted

Market Metrix customer feedback solution, which identified key areas for

improvement. Led to an average 13-point increase in cleanliness and

maintenance, 13 point increase in customer satisfaction, and record-high

GSI scores.

. Maintained a healthy HOA reserve fund of $20M a year by structuring a

reserve fund plan based on current economics, expertly managing checks

and balances to ensure transparency, and keeping the Board informed.

Prioritized spending on capital projects and maintained profitable

resorts in "like-new" condition.

. Sustained high staff retention rate by developing "A-player" management

teams. Partnered with HR on right-fit recruitment strategies, staff

training, and work priorities; authored employee handbook and job

descriptions.

. Spearheaded standardized branding efforts across all resorts to ensure

brand quality and consistency.

. Assisted Sales with creating local marketing plans and pricing

strategies. Wrote periodicals, newsletters, and manager's reports for the

resorts.

PROFESSIONAL HOSPITALITY RESOURCES, Virginia Beach, VA 2/2006-9/2007

General Manager-Ocean Beach Club & Clarion Resort

Recruited to spearhead turnaround of Clarion Resort; then selected to

oversee new construction at Ocean Beach Club. Managed 2 property budgets, 2

F&B budgets, and monthly P&Ls. Hired Assistant General Manager and

supervised 12 direct reports and 100 employees. Reported directly to VP

Operations.

. Elevated problem property, Clarion Resort, to achieve compliance and

quality service standards by reinventing operating process to eliminate

redundancies, optimize staff performance, improve yield management, and

drive best practices. Outsourced housekeeping and upgraded F&B services.

. Improved low guest satisfaction scores by 5% and cleanliness scores by 5%

by focusing on quality improvement as key driver of customer

satisfaction. Trained staff on proactive customer service and compliant

resolution, raised cleaning standards, and upgraded QA inspections.

. Oversaw entire multimillion-dollar phase II construction at Ocean Beach

Club, including layout, vendor selection and management, budgeting,

insurance, and permitting for interior water park. Managed team of 50.

Drove project efficiency and ensured delivery of positive guest

experience during intense renovations.

ASTON HOTELS / RESORTQUEST, Honolulu, HI 2/2005-2/2006

General Manager-Kona by the Sea / Task Force Manager

Recruited to lead taskforce overseeing transition from Aston Hotels &

Resorts to ResortQuest; chosen to manage Kona by the Sea simultaneously

with full accountability for yield management, P&L, budgets, operations,

compliance, and staff of 50. Reported directly to VP Operations.

. Created evaluation and grading system to rate resorts and villas,

evaluated each unit across all resorts/hotels, and produced reports for

VP Resorts.

. Identified and recommended areas of improvement, leveraging best

practices of both companies.

ALDERWOOD MANAGEMENT GROUP, Big Bear Lake, CA 10/2003-1/2005

General Manager-Lagonita Lodge

Recruited to elevate an old timeshare hotel and prepare for planned

expansion through property acquisitions with full oversight of all

operations, staff of 50, yield management, budgets, and monthly P&L.

. Increased overall property scores 10 points and activity scores to the

highest in the system. Efforts led to property earning 2 awards from

Resort Condominiums International (RCI).

. Introduced new management software system that saved associations $10K

annually.

. Maximized revenue streams in part by boosting off-season occupancy.

. Conducted and presented at quarterly Board meetings and gained expertise

in condo rules & regulations.

STARWOOD HOTELS & RESORTS, Scottsdale, AZ 9/2000-9/2003

Resort Manager-Sheraton Desert Oasis

Managed operations of timeshare property, including staff of 100, yield

management, and process improvements.

. Energized operational efficiency by establishing priorities and goals for

department heads. Met/exceeded all brand standards by providing quality

service delivery.

. Manager of the Year 2002.

Prior experience at Carefree Conference Resort, 1998-2000; progressively

promoted to Operations Manager.

Education Certification

BS Studies at the University of West Florida, Colorado State University,

and Pensacola Junior College.

Certified Hotel Administrator (CHA)

Computer Software: Fidelio . TSW . Opera . Sabre . SPI

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