Manager Customer Service

RAYMOND E. MINIAS

**** ****** *****, *********, ** 37027 • Email: *******@*****.*** • Phone: 615-***-**** • Skype raymondminias

SUMMARY

Hotel Executive with twenty plus years of progressively responsible experience in the ultra-luxury hotel and resort industry, and

hotel consulting business. Proven record of accomplishments in improving organizational efficiency, generate significant gro wth in

hotel revenue, expense control, successful openings, marketing and new concept development, finance, human resources and

accounting and statistical analysis. Excellent attention to detail, leadership and organizational skills, strong human and labor

relations, ability to communicate effectively and motivate team members to pr ovide superlative customer service.

AREAS OF EXPERTISE

Proven organizational skills and the ability to manage multiple projects

Develop programs to ensure high guest, team and client satisfaction

Provide leadership and collaboration with seniors throughout organization and strategic direction in the implementation of

programs, criteria, policies and procedures

Implement organizational strategies, while attaining revenue and growth for optimal output

Assess project management work activities and allocate resources appropriately

Effective communicator that provides clear, defined objectives

Ability to manage change in a competitive market and business environment

Superior analytical abilities and statistical analysis

Develop and grow of positive working relationships with interdepartmental teams, guests, clients, vendors, contributors,

volunteers, and board members

Motivate and grow teams to ensure high performance and professional distinction

PROFESSIONAL EMPLOYMENT HISTORY

GENERAL MANAGER, UNION STATION HOTEL, Nashville, TN, February 2014 to August 2014

Small-luxury hotel of 125 rooms. Autograph Collection by Marriott. Lead a team of professionals to create a unique style like no

other property in America.

Stabilized expenses during a transition and acquisition for the sale of the hotel.

Initiated and developed preventive maintenance programs for all areas of the hotel.

Developed Forbes Five-Star criteria to train, motivate and guide the team to the next level.

Created accounting systems and programs to better manage the needs of the hotel.

HOTEL MANAGER, THE HERMITAGE HOTEL, Nashville, TN, May 2003 to February 2014

Small ultra-luxury hotel of 122 rooms, a Forbes Five-Star and AAA Five-Diamond property affiliated with Preferred Hotels and

Resorts and Historic Hotels of America groups. General Manager responsibilities who reported to President and Managing Director,

hold full P&L accountability. Oversee all operations, hiring and training. Supervise management of food and beverage, guest

service, housekeeping, banquets, building maintenance and security. Responsible for IT direction and implementation and project

management of capital expenditures. Staff accountability of 175 team members.

Developed revenue generating ideas and expense control resulting in producing $17 million in revenue and 35% annual

profits from our 1st year of zero profit.

Strengthened quality performance levels across the property, resulting in achieving the highest in dustry awards with a

Forbes Five-Star and AAA Five-Diamond Property and continually maintained it since the reopening of the h otel.

Initiated, developed, and cultivated strategic business partnership s with key vendors in order to meet customer

expectations, provide value-added benefits, and increase overall profits.

th

Created, planned and executed our 100 Anniversary events that captured continuous feed that is still being capitalized

today.

Conceptualized the restaurant to a more approachable and sustainable style restaurant. Named the best restaurant in

Nashville for style, cuisine and service.

Earned recognition of senior management on consistent basis for excellent performance. Promoted from Assistant General

Manager to Hotel Manager within two years of tenure.

Conceptualized and implemented two external opportunities with The Farm at Glen Leven and Double H Farm s for our

vegetable and beef and cattle programs.

Created annual financial tools for all departments to monitor performance and expenses, payroll and statistical analysis.

DIRECTOR OF FOOD AND BEVERAGE, THE AHWAHNEE HOTEL, Yosemite, CA, October 2001 to December 2002

Small luxury 123 room resort of significant historical importance in Yosemite National Park, and named “Jewel of the Park Service”.

Executive who directed all aspects of the food and beverage department, business plan development and organization of this union

based hotel. Extensive special event planning for exclusive businesses, holiday and personal celebrations. Annual food and

beverage revenues of $10.5 million and oversee a team of 150 employees.

Created, developed and implemented action plans to successfully handle seasonal highs, management coverage, hiring of

associates, menu implementation, and procurement and budgeting.

Developed systems that supported holiday programs resulting in very successful special events, Bracebridge, Vintner’s

Holidays and Guest Chefs’ Holiday Series.

GENERAL MANAGER, MIRO, BACARA RESORT AND SPA, Santa Barbara, CA, April 2000 to October 2001

Member of the pre-opening team with full responsibility of the food and beverage operations with planning organization for this

new, 360-room, ultra-luxury, grand resort. Responsible for hiring and development of the management team, philosophy structure,

associate staffing and training development, standards criteria, point of sale and structure, price and cost development,

procurement of OS&E and FF&E, vendor relations for this non-traditional individual business unit resort.

nd

Selected as Manager of the 2 Quarter 2001 and candidate for Manager of the Year.

DIRECTOR OF FOOD AND BEVERAGE, ROSEWOOD CRESCENT HOTEL, Dallas, TX, January 1999 to April 2000

MANAGING DIRECTOR ROSEWOOD CRESCENT CLUB, July 1998 to April 2000

Luxury Hotel of 218 rooms and 1200 members Rosewood Hotel and Resort properties. Directed all aspects of the Food and

Beverage operation and Director of the Crescent Club including membership involvement, retention, augmentation and special

events. Also responsible for The Spa at The Crescent, Lady Primrose restaurant and 20,000 square feet of catering space. Directed

15 department managers and 275 employees. Annual revenues of $15 million with the hotel and $6 million with the club.

Recognized as a leader with recognition from the VP of Food and Beverage to create a new concept for the food and

beverage departments of the hotel. Rapid promotion to Director of Food and Beverage for the hotel a dual position with

the club.

st

Achieved annual budgeted profited percentage after a $300,000 shortfall in the 1 half of the year by creating,

implementing and directing a cost savings and revenue generating plan. The following year, we exceeded bu dgeted

revenues and produced an additional 2.8% or $168,000 in net profits.

Established monthly walkthroughs with engineering and stewarding to improve overall front and back of house areas

resulting in achieving over 95% scores from the health department.

With the decrease in membership and special events, I developed, planned, marketed, coordinated and executed all

member events, resulting in an increase in member involvement and revenue, including Spa at The Crescent.

DIRECTOR OF FOOD AND BEVERAGE, SAN YSIDRO RANCH, Santa Barbara, CA, November 1996 to June 1998

Ultra-Luxury, Boutique hotel of 39 rooms, affiliation with the Relais and Chateaux Hotels and Resorts group.

Introduced and developed food and beverage cost and inventory control procedures for purchasing of goods which

decreased food cost by 1% or $100,000 and beverage cost of 5% or $75,000.

Created a new concept and design for the lounge by developing an efficient layout and new food and beverage menus

resulting in a revenue increase of 10% and improved overall guest service and exceeded satisfaction.

HOTEL CONSULTANT, RICHEY INTERNATIONAL, Washington, DC, June 1996 to November 1996

Explored the vital relationships between brand integrity, guest experiences and employee behavior. Preserve d a steadfast

commitment to authentic luxury while maintaining brand spirit. Part of the top consultants with ideas-driven and solutions-oriented

with precision, honesty, loyalty and creativity. Richey’s clients are the world’s top hoteliers including Preferred Hotel and Resort

Group, Peninsula Hotels and Resorts, Mandarin Oriental Hotels and Resorts, Four Seasons Hotels and Resorts and many other

hospitality and lodging groups.

MANAGING PARTNER, AUDUBON CREAMS AND PASTRIES, New Orleans, LA February 1995 to June 1996

Opened and organized new business development of both businesses and partnered with Executive Pastry Chef Shane Gorange and

oversaw construction, shop layout, equipment procurement, vendor relations project management and study analysis. Hired,

trained and scheduled all staff in addition to developing all Accounting and Human Resources procedures, payroll, marketing, quality

control and managed daily operations.

With new concept, competition developed creating similar interest in other areas of the city and country.

GENERAL MANAGER, GRAHAM’S RESTAURANT, New Orleans, LA, August 1994 to February 1995

Opened this new business development with famous Chef Kevin Graham and John Besh for this 140 seat fine-dining, contemporary,

American cuisine restaurant. Oversaw construction arrangements, purchased equipment of food and beverages, established

Accounting and Human Resources procedures, hired, trained and developed associates. Menu and wine development including

pricing, established key accounts, selected suppliers and purveyors and managed daily operations to ensure superior service and

product.

ASSISTANT FOOD AND BEVERAGE DIRECTOR – BEVERAGE, PALACE HOTEL, Sun City, South Africa, June 1992 to June 1994

Member of the opening team for this 338 room luxury resort and responsible for overall organization and planning of the beverage

department. This included preparation of criter ia and guidelines, hiring and training, and purchasing of equipment. In addition to

selecting, pricing, costing, and designing of menus and wine lists. Managed daily operations of 8 outlets, 6 restaurants including a

casino, directed 3 managers and 80 employees. Annual beverage revenues of $9.5 million.

Was selected as Department of the Year and Manager of the Year due to the huge success of the opening and the constant

training and development of the beverage team in addition to having the largest department to manage.

Successfully organized, implemented and executed and outside catering event for the Inauguration of President Mandela

which included a superior guest list of over forty Heads of State and 1400 guests.

SOMMELIER, WINDSOR COURT HOTEL, New Orleans, LA, January 1989 to June 1992

A Forbes Five-Star and AAA Five-Diamond of 304 rooms. Responsible for placement, inventory, costing, purchasing and receiving of

wines and spirits, staff development and the sale of wines to guest and their satisfaction. Managed this Grand Award winning wine

cellar of over 1000 selections and $1.5 million in wine revenue.

Initiated, developed and created a cost and inventory program for the wine cellar with proper cost controls resulting in a

decrease in wine cost percentage of 2%.

Spearheaded, implemented and trained all serviced staff on a new point of sale system resulting in increased productivity

and improved guest satisfaction.

Other positions held: Valet – Bellman and Food and Beverage Manager Trainee 1989

EDUCATION AND CERTIFICATIONS

BACHELOR OF SCIENCE IN HOTEL, RESTAURANT AND TOURISM ADMINISTRATION, LOUISIANA STATE UNIVERSITY OF NEW

ORLEANS, New Orleans, LA

MASTERS OF BUSINESS ADMINISTRATION CANDIDATE, LOUISIANA STATE UNIVERSITY OF NEW ORLEANS, New Orleans, LA, 1995-

1996

Recipient of the Louisiana Hotel, Motel Statler Scholarship, Member of Eta Sigma Delta International Honor Society and

President of the Esprit de Corps organization.

Member of the American Hotel and Lodging Association, National Restaurant Association Educational Foundation, Educational

Institute of the American Hotel and Lodging Association, Alcohol Beverage Commission Certified, ServeSafe Certification.

HEALTHCARE DIVERSITY FORUM ADVISORY COUNCIL, since 2013

Plan, organize discuss the direction of healthcare diversity among other initi atives and directives to lead a more confident

workforce and a ROI to healthcare workforce diversity .

Support the State of Tennessee to educate the workforce for higher education, a mission for workforce and economic

development, a drive to reduce unemployment and improve quality of life.

th

ARMY NATIONAL GUARD - LOUISIANA, Co. C 205 Engineering Battalion, 1983 to 1989

Awarded Outstanding Soldier of the Louisiana Army National Guard in 1986 of over 11,000 soldiers. An honor given to only

one soldier every 3 years by the United States Army.

Awarded Honor Graduate of Advanced Individual Training in the United States Army at Fort Leonardwood, Missouri in

1984.

Awarded Soldier of the Month, October 1988.

Contact this candidate