Manager Customer Service
Resume:
Rich Byrd Resume of Qualifications **********@***.***
**** ** *** ***** ***** Management H-954-***-****
Coral Springs, FL 33076 C-317-***-****
Hospitality Executive
Seasoned hotel executive with a history of delivering strong results for diverse properties presenting varied financial,
operational, and service challenges. Demonstrated ability to deliver superior guest service, achieve GOP goals,
strong bottom flow-through, RevPar, and EBITDA growth. Extensive experience spanning from upscale Four
Diamond Resorts & Spa Operations, Center-City Hotels, Suburban Hotels, and Mid-Scale Corporate Hotels.
CAREER HIGHLIGHTS
-General Manager of the Year Marriott Full Service Franchised Hotels, Americas-
-Guest Satisfaction Scores (GSS) ranking # 1 Marriott International-
- GM Leadership Excellence Marriott Full Service Franchised Hotels, Americas -
- 3 years consecutively awarded Marriott International Food and Beverage Excellence -
-Successfully opened 5 hotels including Four Diamond Oceanfront Resort & Spa-
-Training General Manager for new Assistant General Manager for Winegardner & Hammons-
-Consistently ranked top10% of Marriott Overall Guest Satisfaction scores-
SVP OPERATIONS -Trans Inns & VOS Hospitality 2014 to Present
Fort Lauderdale, Florida www.transinns.com www.voshospitality.com
VP OPERATIONS-Trans Inns & VOS Hospitality 2014
Responsible for creating and growing an exceptional and unique service culture across the Trans Inns &
VOS Hospitality. Directing property repositioning, property take-overs, Sales and Marketing planning and
implementation, and the development of the management teams.
GENERAL MANAGER – Marriott Pompano Beach Resort & Spa 2012 to 2014
Opening GM of Four Diamond Beachfront Resort
Major Accomplishments: www.marriott.com/fllpm
Reputation as dynamic General Manager with strong community networking skills.
Ranking of #1 in Event Satisfaction Score (ESS)
90% Internal Quality Assurance (QA) inspection for new hotel.
Top Marriott Associate Option Survey (AOS) for Urgo Hotels.
GENERAL MANAGER - Renaissance Orlando Airport-Lifestyle Brand 2011 to 2012
www.marriott.com/mcora
(JHM Hotels) Opened Beachfront Resort
Successfully improved guest satisfaction scores while changing the market segment mix.
Major Accomplishments:
Successfully improved the guest satisfaction scores to green zone.
Improved RevPar Index from 84% to 112%
Very Strong top line revenue with strong bottom line margins.
Successfully improved the performance of the hotel as measured by brand metrics.
GENERAL MANAGER- Indianapolis Marriott North 2007 to 2011
www.marriott.com/indno
(Columbia Sussex Hotels)
Facilitated improvement of guest satisfaction scores, sales and marketing effort while increasing market share.
Delivered the hotel back to a position of market leadership while improving service scores and revenue growth in
the first year as General Manager.
Major Accomplishments:
Guest Satisfaction Scores (GSS) ranking #1 & #3 in Marriott International.
Improved market share/RevPar index from 129% to 180%.
Awarded 3 years Consecutively Marriott International Customer Service Excellence.
Awarded 3 years Consecutively Marriott International Staff Service Excellence.
Awarded 2 years Consecutively Marriott International Least Problems Experienced.
Developed a strong hotel culture and reputation as the premier hotel to be employed.
GENERAL MANAGER- Columbus Marriott NW 2003 to 2007
(Winegardner & John Q. Hammons) www.marriott.com/cmhnw
Challenged to improve financial performance of the premier Marriott in Columbus Ohio, implementing financial
controls, forecasting and budgeting. Delivered strong financial results while maintaining service excellence. Hotel
was the Assistant General Manager Training Property.
Major Accomplishments:
Achieved #3 ranking of all Marriott International for overall Guest Satisfaction Score (GSS), #1 in Guest
Arrival, #1 Guest Service, #1 Fewest Problems Experienced, and #8 in Event Satisfaction Score (ESS).
Marriott International: Spirit to Serve Our Guest, Food & Beverage Excellence; Problems Experienced
Customer Excellence 3 years Consecutively; Customer Excellence Overall Satisfaction 3 years
Consecutively; Customer Excellence Problem Resolution 2 years Consecutively; Customer Excellence
Event Satisfaction Overall 2 years consecutively.
Awarded Winegardner & Hammons: Outstanding Performance.
GENERAL MANAGER- Tucson Marriott University Park 2000 to 2003
(Winegardner & John Q. Hammons) www.marriott.com/tusup
Restored critical relationship with University of Arizona and generated exceptional revenue, occupancy, and guest
satisfaction scores for downtown hotel on University campus. Quickly emerged as downtown market leader.
Major Accomplishments:
Achieved 139% YTD RevPAR index and 126% occupancy index.
Improved university relationship to the point that hotel became the preferred hotel for all sports teams.
Consistently ranked top-10 in Marriott Overall Guest Satisfaction scores.
COMPLEX-GENERAL MANAGER - University Place Hilton Hotel & Conference Center 1997 to 2000
(Hilton Hotels & Resorts)
Four Diamond City-Center Hilton Hotel and Conference Center with 478 rooms and 52,000 sq. ft. function space,
Responsible for the 4 food outlets, campus food court operations and retail space rental. Challenged when hired to
deliver financial and operational performance turnaround. Directed the hotel to the best financial situation in its
history, prompting owners to sell to Indiana University.
Major Accomplishments:
Achieved 8-month deadline by generating $2.3M capital reserve to ensure owners’ retention of the property
in 14 months, increased gross revenues $2.8M over prior year.
Boosted occupancy index from 72% to 104%, RevPar Index from 82% to 103%, increasing group rooms
sold to 62,000.
EDUCATION AND PROFESSIONAL ENHANCEMENT
Bachelor of Arts in Business, Marriott Courtyard University
Franklin College, Franklin, IN GM Marriott Acclamation
oard of of Directors – Indiana Hotel Lodging Association -- Currently
B Board Directors-Florida Restaurant and Lodging Association-Currently
B Board Directors – ndiana Hotel Lodging Committee
oard of of Directors Iand Sales & MarketingAssociation – Experience Columbus CVB 2005-07
oard of ofirectors – Dublin CVB, Columbus OH2005-2007
B Board D Directors – Dublin CVB (Columbus)
ndianapolis North Hotels Cluster Director for002
I Board of Directors – CVB (Tucson)2000- 2 Indianapolis CVB
B VP of Directors – CVB Hotel and 000-02
oard Board of Directors – (Tucson) 2Motel Association (Tucson) 2002
P Board of Directors – HotelCommunityAssociation, Tucson AZ
V Board of Directors – Golay and Motel Center (Cambridge, Indiana) 1997-1999
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