Customer Service Manager

MACK QUDDUSI,MBA,CHA…

Cell. 407-***-**** Email ************@*******.*** Orlando,Florida .USA

Translating client experience into growth & profitability

Over 18 years’ hands-on experience as a Top-Performing hospitality General Manager, steering business

development, operational efficiencies, and strategic sales and marketing initiatives for hotels, resorts & luxury

cruise lines. Provide leadership for up to 600 employees with multi-unit responsibility for 130-1100 room

properties. Execute a “clear vision & direction” to align with high ethical standards and cultures of discipline

that value Integrity and a transparency in the core business. Always deliver above & beyond.

PERFORMANCE HIGHLIGHTS

Increased revenue $ 2.8M+ and EBITDA $1.9M within three years in a Wyndham (Florida) property was

declining since acquisition. Earned Gold Key status & other awards for Excellence.

Developed and coached a high-performing team that lead the property to the highest market share,

revenue and profit in 10 years of operation. An improvement in customer service resulted 92 from failing

68 on QA.

Designated to assist as Task Force GM, Multi-Property with Operation, conversion, opening of

properties, and Training & Development.

Regional Director of Operation. (South East Region)

PapCar Hospitality

February 2008 – Present (6 years) Orlando, FL

Papcar Hospitality, hotel management company manages projects in Kentucky, Georgia and Florida,

provide assistance of total supervision of all aspects of operations & special projects for Limited stay,

Mid/Upscale varying brands. My Responsibilities include leadership, direction and oversight of all

aspects of the group’s hotel operations, plus participation in acquisition and development of new hotel

assets and third party management opportunities.

Managing the centralized marketing plan in the region to drive brand equity, Revenue and Loyalty

contribution to three properties.

Increased overall revenue from 4% to 15% with three years of operation.

completed property improvement plans and IHG hallmark process prior deadlines.

GENERAL MANAGER

RAMADA PLAZA & CONFERENCE CENTER

200 Rooms Upscale Hotel. 2001-2008 - Florida

Management Challenge. To turn around financial results for a property with

declining numbers since acquisition and during a post-9/11 economy with travel down to 40%.

Impact & Recognition:

* Improved market share 25%, increased occupancy from 38% to 68% within two years

Achieved #1 regional ranking in guest feed back scores in "Service & Quality".

* Earned Gold Key Award first time and received superior rating on year end performance evaluation.

* Selected by Ridgewood Management as Special Task force G.M. (Additional duties) for conversion of

Holiday Inn to Radisson Hotel, Ohio ( 320 Rooms, full renovation).

MACK QUDDUSI,MBA,CHA…

Cell. 407-***-**** Email ************@*******.*** Orlando,Florida .USA

Translating client experience into growth & profitability

GENERAL MANAGER

HOLIDAY INN LOUISVILLE, KY

1999 – 2001 (2 years) KY.

Took over this 4* “Different class of Holiday Inn” 271 rooms, 15000 S.F banquet space.

Provided financial guidance & turn around improvement in guest service

and overall satisfaction. Introduced a well planned strategy to reposition the property as market leader.

* Revenue improved by 25% annually

* Negotiated/signed several high volume generating corporate businesses in area.

DIRECTOR FOOD & BEVERAGE

HILTON, Houston, TX

1998 – 1999 (1 year)Houston, Texas Area

Meristar Hotels Property, 292 Rooms/Suites, 20,000 sq.ft Meeting space & Ballroom for 600 ppl.

Desert Rose restaurant 120ppl capacity. Planned and Organized major events, Achieved targeted

revenue goals first time in 4 years.

Assistant Director of Food and Beverage

Nassau Marriott Resort &The Crystal Palace Casino

1997 – 1998 (1 year)NASSAU -BAHAMAS

Prestigeous Hotel of Bahamas, 867 rooms, Food & Beverage operation with 9 specialty

restaurants, 30,000 sq.ft meeting space with additional 7 meeting rooms. F&B revenue $ 19.0M

FOOD & BEVERAGE MANAGER

Radisson Hotel & Conference Center, IL

1996 – 1997 (1 year)Schaumburg, IL

224 Rooms full service hotel with Restaurant, Meeting rooms and Banquet room for 400 ppl Train the

Trainer Certification – 1997, Effective Training Skills Certification,,YES I CAN.

CRUISE DIRECTOR

MSC Cruises.Naples, Italy

1990 – 1996 (6 years) Italy.

Incharge of all shipboard operations, control and manages budget and revenues over 15M.

Served on luxury cruises carrying over 1500+ elite class, directly responsible over 600 Int

staff and 30 department heads.MSC operates Luxury cruises Globally.

Certified Hotel Adminstrator (CHA), AH & LA

Certified Food & Beverage Executive - CFBE, AH&LA

Master Certificate in Hospitality- MCH Cornell University, NY

Master’s of Business Adminstration – MBA (Marketing) Kar. University

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