Service Sales

Steve Contes

**** ****** **** **** ************@*****.*** 239-***-****

Fort Myers, FL 33967

Management Summary

A seasoned professional with over 28 years of progressive management

experience within the hospitality industry including resort, hotel, and

casino environments. Experienced with managing individual ownership resorts

with shared revenues, HOA committees, and principle ownerships. Proven

leadership qualities to achieve budgets, generate revenue, control payroll

and expenses, create a positive work environment, and provide continuous

motivation and training.

Qualifications

. Goal oriented leader with focused and uncompromising energy level;

setting ambitious yet achievable goals

. Driven to reach bottom line objectives without sacrificing quality

standards and guest/owner satisfaction

. Articulate and professional communicator with successful ability to

reach guests, owners, and all levels of the organization

. Passion to develop, empower, and motivate team members to achieve

problem analysis and resolution, decision-making and follow-through,

financial acumen, and providing distinguished guest service

. Through experience, leadership, and determination, proven ability to

reverse underachieving operations resulting in increased revenues,

higher guest and owner satisfaction, while minimizing expenses through

value engineering

. Exemplifies a strategic operator, objective decision maker, inspiring

leader, and creative problem solver

. Comprehensive experience in managing operating budgets, financial

statements, capital expenditures, and Home Owner Associations

. Bi-lingual in the Greek language

Pink Shell Beach Resort & Marina "Boykin Management Company" Ft Myers

Beach, Florida

Located at the exclusive northern tip of Fort Myers Beach, on 1500 feet of

sugary white sand, Pink Shell Beach Resort & Marina is the only resort on

the beach in which all villas & condos face the Gulf of Mexico,

complimented with flexible meeting space and a ballroom directly

overlooking the gulf. Situated on 12 lush acres of prime beach real-

estate the Pink Shell boast a full service Spa "Aquagene", a 41 slip state

of the art marina which may accommodate vessels in excess of 100', three

large pools with activities for all ages, Watersport to include wave

runners, parasailing, sail boats, etc. Surrounded by calm golf water and

know for spectacular sunsets makes the Pink Shell Beach Resort & Marina the

premier resort in the area.

General Manager May 2013-

current

Responsibilities include leadership of the entire property directly

overseeing; rooms, food & beverage, event operations, Marina, Spa and

sales & marketing for a combined annual budget in excess of

$25,000,000. Accountable for financial success and overall quality of

resort. Creating a culture which fosters professional growth of staff

while constantly elevating guests service levels.

Selected Accomplishments

. Surpassed 2013 Net Income by $300,000 in first year of leading

property.

. STAR ranking indexes have averaged at 100% in occupancy; 133.3% in

ADR; 132.2% in Rev Par.

. Modernized front office and F&B to becoming paperless with check-in

and coupon free.

. Guest satisfaction levels in overall experience & service presently

averaging 93.4% positive.

. Active member on three separate HOA boards on resort to insure

synergy between owners and management.

. Commissioned a quality hospitality training firm to refortify the

level of guest service execution for all management and hourly team

members. Also focused on the importance of cultivating a culture of

team work & cooperation. This improved the synergy of entire

workforce.

. Restructure Banquet department to improve guest & team member

experience by replacing tables, purchasing lighting equipment,

increased inventory in CGS and creating a secured area to maintain

assets.

. Creation of wedding showroom suite to improve closing conversion

on social catering. Currently tracking $400k over last year.

. Launched new menu which featured the resort's support of our local

fisheries and re-engineering all cost points to insure maximum

profitability of all selections.

The Verve Hotel Crowne Plaza Boston-Natick Natick,

Massachusetts Situated to offer guests everything they require for a most

enjoyable stay in the greater Boston area, this is considered by many to be

the Crown Jewel of Natick accommodations. The Verve is home to 251 newly

renovated guest rooms, creative dining, state-of-the-art banquet and event

space, and unforgettable service.

General Manager June 2010-

April 2013

Responsibilities include leadership of the entire property including

rooms, food and beverage, event operations, and sales and marketing

for a combined annual budget in excess of $18,000,000. Manages all

financial aspects of the business to include yield management,

forecasting with monthly P&L narratives, labor control, sales and

catering revenue goals, and ensuring the accuracy of all accounting

procedures. Leads and develops 130 employees of all levels to meet

organizational goals, understand financial aspects of business, and

continue to offer four diamond service. Elevated property from 140th

position to 17th in Crowne Plaza Brand rankings.

Selected Accomplishments

. Coordinated $9,000,000 room & outlet renovations to ensure minimum

disruption to guests with optimum productivity and quality

. Implemented and managed CARE Team, a program to ensure quality of

product and guest satisfaction through consistent and continual

preventative maintenance and deep cleans for rooms & outlets

. Elevated property to number one position on trip advisor rankings.

Also overall property performances at Four-Diamond level through

implementation of training and education to elevate service

execution, continued evaluation of culinary offerings, and a

strategy to comply with AAA standards and requirements

. Managed and assessed renovations to serve as the pilot for a new

IHG concept with the possibility to re-launch the current Crowne

Plaza brand to a new revitalized lodging franchise

. Relaunched a new restaurant and lounge concept highlighting classic

comfort food complimented by a chic lounge serving handcrafted

cocktails. Revenues increased 40% in food & 100% in beverage within

first year.

. Accomplished a $720,000 increase in Sales and Catering revenue by

strategically managing renovations based on business levels and

guest expectations

Hammock Beach Resort Noble Investment Group Palm

Coast, Florida This AAA Four-Diamond flagship property of Noble Investment

Group is located on 2 miles of pristine Atlantic Coastline offering two

signature designed Championship golf courses, a full service spa, a

harborview tennis center, a 200 slip marina, multiple creative dining

venues, a family-friendly water park, over 80,000 square feet of function

space, and 325 luxurious condominium accommodations consisting of over 700

bedrooms.

Director of Operations

September 2007-June 2010

Responsibilities included overseeing all room division operations

related to accommodations, activities, events, and in the absence of

the GM, included the marina, food and beverage, golf and the spa.

Communicated and assisted with evaluation and action planning for

guest satisfaction survey results through Unifocus. Developed junior

and senior level leadership to understand, track, and make strategic

decisions based on financial data. Attended HOA board meetings to

ensure a cohesive and productive relationship between ownership and

management. Continual support of 220-600 employees, in particular

while coordinating the conversion of the Property Management System.

Selected Accomplishments

. Contributed to a $1.1 million saving in performance efficiencies in

the Rooms Division concurrently with a 1,500 room nights increase

within one year

. Appropriated corporate amenity and linen programs for four Ginn

properties improving the product and reducing costs by 20% which

resulted in a saving of over $400,000

. Created and implemented housekeeping cost control procedures which

resulted in an average savings of approximately $40,000 per month

. Played an integral role in achieving the resort's first AAA Four-

Diamond rating through training and education, tactical

improvements of the guest and employee experience, and continual

evaluation of performance efficiencies

. Increased revenue by an average of $30,000 per month at the front

desk by the implementation of upgrade and extra fee procedures

. Created a new source of revenue, approximately $25,000 per month,

by implementing and managing the CARE Team, a program to ensure

quality of product and guest/owner satisfaction through consistent

and continual preventative maintenance and deep cleans for rooms &

outlets

Hard Rock Hotel and Casino

Las Vegas, Nevada Hard Rock Hotel & Casino is a premier destination

entertainment resort situated on 26 acres in Las Vegas offering three

towers with over 1,500 keys including uniquely appointed guest rooms,

suites, spa villas, and penthouses. Hard Rock Hotel & Casino offers an

energetic entertainment and gaming experience with services and amenities

including flexible meeting space, a luxurious night club, a full service

spa with a fitness center, world-renowned food and beverage options,

multiple pools, retail stores, and a concert venue.

Senior Director of Service Operations November 2005-

September 2007

Responsibilities included the management, direction, and support of

front desk, night audit, guest service, concierge, VIP Services,

housekeeping, environmental services, engineering, and wardrobe.

Created and supported continual department specific training programs,

maintaining the quality of service, employee experience, and overall

safety for approximately 380 employees.

Selected Accomplishments

. Developed financial tools to specifically maintain and control

payroll and other expenses totaling $725,000 per month

. Implemented front office procedures to capture extra revenues

averaging $175,000 per month through upgrade and extra fee programs

. Improved guest service and housekeeping efficiency by activating

PMS interface in rooms and installing PMS workstations on all

floors

. Developed and led a soft good room renovation totaling a capital

expense of $1,300,000

. Responsible for installation and support of HotSOS, a hotel

maintenance & guest rapid response program

Other Experience

. The Club at Hammock Beach in Palm Coast, Florida

Director of Operations, June 2005-November 2005

. Hard Rock Hotel Universal in Orlando, Florida

Director of Housekeeping, May 2004-June 2005

. Sanibel Harbour Resort and Spa in Fort Myers, Florida

Director of Housekeeping, December 2001-May 2004

Director of Guest Service, November

2000-December 2001

References and Additional Experience available upon request

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