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Manager Customer Service

Kennebunkport, ME
October 18, 2018

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Charles W. Sullivan

*** ***** ******* *************, ***** 04046 Work: 207-***-****

Objective: I am seeking the challenging and rewarding position of that will allow me to expand on my twenty-five years of experience as a Resort General Manager. I have excellent analytical and problem-solving skills, in addition to excellent organizational and time management skills. These skills that I have developed and learned, in addition to my many years within the hotel industry make me an excellent candidate for the position being offered. During my career I have developed and implemented organizational structure for all departments of the company, including operating policies and procedures.

Summary of qualifications: As an experienced Hotel General Manager professional with operational expertise in all product types.

Pre-Opening of Properties – have been instrumental in the pre-opening of many full-service properties. Understanding the complete project and meeting or exceeding budgetary goals set for the project. Involvement with all FF&E purchasing thru installation. Setting all guidelines working with owners; manage all operational budgets which would include all staffing /hiring and training for all departments

Human Resource Development - designed and implemented programs that turned quality assurance into employee incentives, trainer positions to career ladder steps, and employee meetings into vital management tools.

Leadership - by communicating goals, objectives and results at facilities employing up to 500 employees, led employees to meet or exceed budgeted results

Problem Solving - over several managerial assignments, effectively dealt with such problems as: Cost of sales control, efficient and profitable space utilization, high employee turnover, and product restructuring.

Professional experience:

June 2017 – present - The Balsams Grand Resort; Dixville Notch, NH (contract worker – pre-opening)

Developed and implemented organizational structure for all departments of the company, including operating policies and procedures. As the Resort Operations Manager I was charged with the overall responsibility of all FF & E and pre-opening dealing with the hotel/golf resort and ski mountain. Currently this property has been closed for 6 years and is going through major expansion issues at this time.

January 2007 – June 2017 - US Government / National Passport Center; Portsmouth, NH.

An experienced Passport specialist professional with operational expertise in product types. An important part of my duties with initial applications are to examine applicant document submissions, legal paperwork, other official documents and translations pertaining to complex citizenship cases. I can adapt readily to the changing environment of a passport agency, specifically, changing assigned duties as required or changing, sometimes multiple times, to different types of adjudicative work. I have handled multiple and sometimes competing priorities for time, in a courteous manner, during mentoring, production and assigned monthly special duties. I have directed the activities of the Outreach Program's team as assigned by customer service managers. I have participated in numerous agency open house's and agency task force. I have been very instrumental in developing the agency's safety program and acquiring the OSHA VPPPA - Star rating.

1994 - June 1, 2004 - Sunday River Ski Resort Bethel, Maine - Vice President of Lodging

Developed, implemented, and built the first two of six Grand Summit Resorts. This included all pre-opening, FF&E design, and purchase. Both hotels are RCI Gold Crown properties (230 units and 195 units). Elevated to the position of Director of all Hotels at Sunday River. Responsibilities include development and implementation of budgets, operations for all lodging at Sunday River. Direct all activities for the development and implementation of organizational structure for all lodging including policies and procedures. Consistently review all food and beverage service, production and presentation standards for both hotels. Coordinated architectural design and all interior planning for two $14 million-dollar resort hotels construction project. Coordinated all hiring and staff orientation for the pre-opening activities.

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