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VP Operations, VP Quality and Customer Satisfaction

Location:
Alpharetta, Georgia, United States
Salary:
$150,000
Posted:
February 01, 2019

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Resume:

TI M O T HY J . GENOVESE

Alpharetta, GA 770-***-**** T ac8c9w@r.postjobfree.com l inkedin.com/in/tim-genovese

OPERAT IO NS, MARKE T I NG & SALES EXECU T I V E

Experienced, accomplished, and forward-thinking leader with a history of success in building, re-

positioning and opening new businesses in a multi-unit, mult i branded environment in both

managed and franchisee environments within the hospitality industry. Proven ability to effectively

lead teams to achieve increased top line revenues and higher profit margins for key stakeholders. An

established professional experienced in managing multiple priorities, assets and personnel for

i mproved business results both domestically and internationally. Demonstrated areas of expertise

i nclude:

Operations Leadership Customer Experience Strategic Thinking Sales & Marketing

B usiness Development Business Turnaround Guest Services Revenue Management

B randing

Performance Management Process Improvement Quality Satisfaction

E XPER I ENCE

I N TERCONT I NENTAL HOTELS GROUP ( I HG) 2002 J AN 2019

Operations and Brand Division

Vice President Crowne Plaza Operations and Brand Leadership Americas Region, 2016

Jan 2019

Selected to instill a focus on renewing and strengthening the Crowne Plaza Brand. Led a dedicated

g roup of operations and Sales consultants to improve hotel operations, guest service and revenue

performance.

Led a dedicated team of sales, marketing and revenue management specialists to improve hotel

revenues through better use of I HG sales and revenue management resources and maximizing

hotels local direct sales efforts.

Oversaw a brand hotel incentive program to drive quick adoption of new brand ini tiatives and

managed multi-million-dollar reimbursement plan. On t ime and within budget.

Member of three key leaders deciding on brand direction, new ini tiatives and our brand sales

and marketing campaigns. Achieved renewed optimism with owners and operators as well as a 1

point year over year increase in both brand market share and guest satisfaction scores.

Operations Division

Vice President Guest Experience and Quality Americas Region, 2012 2016

Led I HGs efforts to improve quality and guest experiences across all 14 I HG Brands. Managed

team of 65 personnel that inspected 4200 plus hotels for adherence with brand standards, frequent

t raveler program and best guest service practices.

Managed the guest feedback process and surveys globally. Led the Americas I HG compliance

p rocess. Achieved unprecedented three consecutive years of growth (4.3%) in Americas guest

satisfaction scores.

In 2013, assumed the responsibilities of the Americas Architect and Design team.

Revamped the processes for property renovations to renew license agreements, rollout of

evolving brand innovations and improve guest experiences through the physical experience of our

hotels.

V ice President Operations Upscale Brands Americas Region, 2009 2012

Managed both our Upscale managed hotels and franchise hotels within the Crowne Plaza, Even and

I ndigo Brand estates. The managed division consisted of 20 Upscale managed hotels located in

major markets across the US with individual unit sales ranging between $100 million to $10 million

annually.

Oversaw the day to day operations, sales, marketing and service provided at these hotels. The

f ranchise division has 240 hotels accounting for $2.2 billion in annual revenue in which team

p rovided performance improvement consulting services.

Directed the Upscale Hotel Performance Support team consisting of 15 experienced hospitality

p rofessionals delivering action planning solutions on revenue management, pricing, sales and

marketing, leveraging brand marketing, channel management and guest satisfaction across I HG

U pscale Brands.

T I MOT HY J. GENOVESE P age

T wo

I N TERCONT I NENTAL HOTELS GROUP ( I HG), Continued

B rand Management Division

Vice President, Hotel Performance Support, 2002 2009

Directed the Hotel Support division which provides performance improvement and consulting

services to 3,200 franchised and managed hotels. The Hotel Performance Support team consisted of

340 experienced hospitality professionals delivering action planning solutions on revenue

management, pricing, sales and marketing, leveraging brand marketing, channel management and

guest satisfaction across all I HG Brands.

Acted as the primary driver for initiative roll outs between I HG corporate and the Brands to our

hotel community.

Strategized and developed new programs, processes and ini tiatives to improve the hotels, brands

and company performance (focus suite of consulting tools / EasyView revenue management

tools).

Interfaced as a liaison for the company and the Brands with franchisees, major management

companies groups, ownership groups and the owners association.

Assisted in development of corporate policy, vision and future business strategies as well as new

B rands.

Created and implemented 2 I HG Multi Brand Pricing programs (rational Pricing / Max Flex

p ricing) and the Revenue Management for H i re program servicing 600 franchise hotels with

t heir revenue management services. RMH is now the worlds largest revenue management

p rogram with 2000+ hotels.

Created and launched the LMS program which became I HGs US mid-market sales program.

Led the takeover of our Holiday Inn re-launch program for the refreshing of our mid-scale hotels.

Created and implemented our Manila data support teams to enhance hotel performance.

CARLSON COMPAN IES, RAD ISSON HOTELS WORLDWI DE 1984 2002

R adisson Managed Hotels and Resorts

Vice President, Managed Hotels, 2000 2002

Headed all aspects of marketing, sales, operations and profitability of each hotel within my portfolio.

P rimarily focused on the successful t ransitions of new hotels into the Managed Division. Deployed a

t ransition staff and directed the conversion process of the new hotel to achieve maximum revenues,

i mproved guest service, operational efficiencies and adherence to Brand standards.

Managed and directed the operational due diligence, development of opening budgets, take over

and stabilization of new hotel acquisitions. (Philadelphia, Baltimore, Dallas, Pittsburgh)

Developed the acquisition project plan for Managed Hotel Group, which included Take Over

manuals and Task Force Personnel program. This acquisition project plan also included

corporate and property staff Take Over t raining programs, which resulted in a more efficient

and coordinated hotel conversion process to Radissons standards, systems and utilization of

B rand resources, for improved revenue and better guest service results.

Oversaw the most profitable hotels within our managed full service estate and resorts with gross

operating profits ranging from approximately 35% to 45%.

Valuable member of the leadership infrastructure to strategically rebuild the Managed portfolio

of hotels to create more market share for the brand. Radisson managed hotels doubled in size in

t he last 12 months and added over 100 million dollars in new assets.

Radisson Hotel

M anaging Di rector, 1998 2000

Managed all aspects of day-to-day sales, marketing and operations for the Radisson Hotel Boston

and supervised the operations at the Radisson Marlborough.

Honored as General Manager of the year for 2000 for best overall management, service,

market share increase and financial performance.

Increased rooms revenue by $4.1 million, other income increased by $1 million and gross

operation profit increased to 41.6% within 2 years, ultimately developing a $21 million business.

T I MOT HY J. GENOVESE P age

T hree

M anaging Di rector Radisson Hotel, Continued

Oversaw the GM and staff at the Radisson Marlborough; that property achieved the largest

percentage increase award in RevPar (revenue per available room) for Radisson Managed hotels

i n 2000.

Radisson Hotel Boston ranked as the 75th most productive revenue producing downtown location

w ithin the USA, by Lodging Hospitality Magazine, 8/00 edition. In this ranking of the Best of

t he Best, the Radisson Boston was ranked the single most productive Radisson in the U.S.

system.

Additional Experience at Radisson Hotels : Regional Director of Sales and Marketing, District

D irector, General Management, Executive Assistant Manager of Rooms, Opening Resident Manager

(Food, Beverage, & Rooms), Executive Housekeeper, Opening Front Office Manager, & Other

Various Management & L ine Positions

ED UCAT IO N

Completed Coursework in Business Administration

Indiana University Purdue University & Ball State University

GE Leadership Insitute, Crotonville NY: I HG / Owners Association Leadership Program

E mory University Executive Education: Senior Leadership Program

P RO FESS IONAL A SSOC IAT I ONS

Past Chairperson, Greater Burlington Convention and Visitors Bureau

Past President, Greater Burlington Hospitality Association

Past Chairperson, Radisson Eastern SMART

H ONORS & A WARDS

2015 I HG ROC Star award (Americas regional operating commit tee) Outstanding Division

Results

2013 JD Power Award Hotel Indigo highest guest satisfaction upscale brands

2012 Smith Travel Industry Award Crowne Plaza Z Ocean best performing US upscale hotel

2011 JD Power Award Holiday Inn highest guest satisfaction mid-scale brands

2008-07-06 Leadership honor for Crowne Plaza the fastest growing upscale brand

2007 Champions award presented by our I HG Development team to the most outstanding

partner helping them achieve their growth goals.

2006 Yes We Can award presented by our Global Sales team to outstanding partners who

contributed in helping them achieve their sales goals.

2005 Fearless Collaboration award for the creation and launch of the Holiday Inn People Notice

service t raining team.

2004 Americas Management Excellence award for the development of the Sales and Revenue

D iagnostic Tools (SRDT) and Revenue Management.

2000 Radisson hotel GM of the Year for outstanding financial, guest satisfaction and market

performance.

1993-94-95 Honored three years in a row with T riangle of Excellence award for outstanding

d istrict results, consistently having superior improvement in RevPar, 800 contributions, yield

i ndex and customer satisfaction increases.



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