Regional Director of Operations
Resume:
Mike Pemberton Resume
Michael Pemberton ************@*****.***
Syracuse, NY 13214
Executive Summary
Experienced and proven hospitality executive that leads by example and fosters success through
business growth, employee development and client retention. I set an aggressive pace in sales to stay
ahead of our competition, with the attitude: “we earn every room night”. Proactive thinker who anticipates
issues and reactions and facilitates constructive problem solving and resolution.
Leadership Competencies
Capital Budgeting & Expense Management Monthly and annual forecasting
Talent acquisition and development Corporate Branding
Employee relations at all organizational levels Problem solving
Planning and Operations Strong communication skills
Attention to detail Customer relation expertise Superior Leadership ability
Employment History
COO / Corp Director of Operations, CrestHill Suites, LLC Jan 2002 to Aug 2014
Determine short and long term strategy and manage overall operations for full service, select service and
resort hotels. CrestHill Suites hotels are located in Syracuse NY, Albany NY, & Wichita KS. The Microtel is
located in Watertown NY, and the full service resort, Woodbound Inn at the Lake, is located in Jaffery NH.
The total number of rooms managed were 431, total staff of 135 and total annual revenue exceeding $9
million.
Key Accomplishments:
• Achieved above 100% star index in a very competitive environment as an independent hotel
company boasting a market penetration averaging over 9%.
• Maintained payroll costs lower than industry standards at 19% to 23% overall accomplished
through employee retention and salary negotiation.
• Lowered labor cost while increasing production.
• Achieved GOP well above industry standards; 56.7% in Syracuse, 55.7% in Albany, 57.6% in
Wichita and 69.3% at the Microtel by negotiating with vendors & incentivizing our GM’s while
maintaining standards.
• Implemented sales program which increased local negotiated market by 45%. Recruited and
hired strong sales team at each hotel to develop and implement multiple level selling strategies.
• Increased repeat guest visits by 85%- “When you stay at a CrestHill, you are destined to come
back”.
• Developed Human Resource policies and procedures through SOP and employee handbook to
achieve strong employee retention with line and management employees.
• Engaged key employees to develop a sustainable Mission and Vision statement to guide
employee actions and corporate programs.
• Created Revenue Management position for rate optimization at each location increasing consortia
revenue over 100%.
• Created a Director of Marketing Communications position in order to saturate the social marketing
component of our business which promoted brand and customer awareness and increased our
OTA bookings well over 100%.
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Mike Pemberton Resume
• Continued to train and mentor General Managers on performance to meet CHS goals and
objectives resulting in bottom line net growth of 6%.
• Managed all revenue sources to insure profitability in each department; fostered cohesive
operations at all levels toward this end.
• Hands on management style, participated in sales and marketing initiatives to set direction for
team.
• Developed annual budget and managed through monthly critiques; maintained at all times an in-
depth knowledge of where the hotel is performing against budget.
• Developed and enforced a proactive maintenance program to insure protection of all assets.
• Participated in the quality assurance and franchise review process conducted quarterly.
• Developed standardized monthly direct bill audit for all hotels insuring the receivables are
collected in a timely manner.
• Developed an annual General Managers and Sales Retreat for purposes of teambuilding, conflict
resolution, brand consistency, HR review, sales training, revenue management initiatives, etc.
• Developed and standardized all cost control reports, expenses, and forecasts.
• Developed and implemented FF&E projects for all hotels staying within budget.
General Manager, Radisson Plaza Hotel Syracuse, NY Dec.1999 to Jan 2002
Overall management of 602-room major convention/corporate hotel built in 1922 (member of Historical
Hotels of America) with 38,000 sq. ft. of meeting space and 100,000 sq. ft. of retail space, 2 restaurants
and bars. Total revenue $15,000,000; $11,000,000 room revenue; $3,500,000 food & beverage, and
$500,000 in retail space.
Key Accomplishments:
• Lowered payroll percentage from 43% to 25.6% without sacrificing service.
• Improved morale and employee retention through incentives, accountability, and hands-on
management style.
• Lowered overall expenses through re-implementing the PO system and instituting the standard
accounting principles which achieved a GOP of 57% up from the mid 40’s.
• Developed a $25,000,000 renovation plan for hotel.
• Developed strong group sales department to compensate down turn in corporate demand
increasing sales by 35%.
• Successfully negotiated with 2 labor unions resolving conflict and increase employee morale.
President/Senior Consultant MPA Consulting, New Milford, CT Jan 1998 to Dec 1999
Consulting company providing services focused on customer designed Educational Seminars, strategic
Business Development and Operational/Sales and Marketing strategies for Hotels/Conference Centers
and Resorts.
Key Accomplishments:
• Developed and implemented an educational program (Operational & Procedural training) for Sato
Travel resulting in a quarterly assignment offer.
• Developed a strategic plan for a CT limousine company that would lower cost and expand
business. Cost decreased 15% and doubled the size of the company.
• Conducted an educational program for 2 software companies breaking into the hotel marketplace.
Additional Positions held:
I spent many years with Hyatt and Hilton, mostly in the southern states. My experience includes
managing various departments to include front office, housekeeping, F&B, sales and marketing, and
accounting.
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Mike Pemberton Resume
Regional Sales Director – Harrison Conference Services. This was the largest conference center
company in the world. They were purchased by Starwood Hotels. My territory was NYC, CT, FL, &
Chicago from 1996 to 1998
President - MCP Enterprises, LTD. Owner-Operator of a full service management company overseeing a
383 room resort in the Catskills, NY called Villa Roma and 3 Howard Johnson Hotels in Southern CA.
from 1984 to 1996.
Vice President Sales & Marketing – Lexington Hotel Suites, Dallas TX. 25 hotels from 1982 to 1984.
These hotels were located from TX to CA.
Director of Sales for Hilton Inns. – Albuquerque, NM, Birmingham, AL, Huntsville, AL, Little Rock AR, &
Dallas, TX. Each hotel ranged from 250 to 300 rooms. From 1979 to 1982.
General Manager – Holiday Inn, Jackson, TN. 2 years…late 70’s’.
Hyatt Hotel in mid-late 70’s. Hired for their first management training program of a 550 room resort hotel
in Miami, FL mid 70’s.
Education
Attended Indiana State University of Evansville, Evansville, IN.
Northwood Institute, Jasper IN
.
CHSE Certified.
Professional Affiliations
Board member for Manchester College located in Manchester, CT.
Adjunct Instructor for Manchester College for 3 years, (Hotel program), Manchester, CT.
Board member for the Syracuse Convention & Visitors Bureau.
Advisory Board of Directors for GSHTA (Greater Syracuse Hospitality & Tourism Assoc.).
Adjunct Professor, Syracuse University for 6 years, (Hospitality Program), Syracuse, NY.
Board of Directors for Meals on Wheels 3 years, Syracuse, NY.
President of Meals on Wheels for 3 years, Syracuse, NY.
Board member of GSHTA (Greater Syracuse of Hospitality & Tourism Association), Syracuse, NY.
Board member of NYSHTA (New York State Hospitality & Tourism Association), Syracuse, NY.
Awards
Number 1 on Trip Advisor (Certificate of Excellence) 4 years in a row; 2011, 2012, 2013 & 2014.
Economic Champions for 3 years; 2009, 2011 & 2013.
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Mike Pemberton Resume
Expedia 2009 Insiders Select Award – chosen as one of the world’s top 10% of hotels.
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