SCOTT JACKSON

**** ********** *** ***** *****, Florida 34771

240-***-**** acqnn4@r.postjobfree.com

MANAGER & DIRECTOR OF OPERATIONS

Exceptional management professional and team leader with 12+ years of experience with a proven background in analyzing and solving systemic challenges; enhancing efficiency and financial growth through superior operational oversight. Responsive director adept at resolving guest issues while building strong relations among clients and staff. A business development expert who increases sales and implements new programs that advance corporate objectives. A consummate service professional trusted to improve customer satisfaction, staff performance, and excel in Key Performance Indicators.

Operational Oversight Training & Staff Development P&L Analysis Budgets

Strategic Planning Vendor Relations Communication Policy & Procedure Development

Issue Resolution Customer Satisfaction New Business Development Negotiations

PROFESSIONAL EXPERIENCE

CHARTER ONE HOTELS, Kissimmee, Florida ● 2014-2015

Hotel Management Company

Front Office Manager / General Manager

Primary strategic leader of the hotel with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources, financial performance, and revenue generation. Core duties include coordinating activities of Front Office, Engineering, Housekeeping, and F&B. Ensuring brand standards are met with the objective of exceeding guest expectations. Preparing annual budgets to accomplish smooth operations of the hotel while setting financial goals and planning of expenses. Analyze business results and works with the leadership team to address any needs.

● Increasing ADR and monthly revenue by 30%

● Coordinating a renovation project

● Increased monthly NOI above 35%

HOSPITALITYSTAFF, Orlando, Florida ● 2011-2014

Full Service Staffing Company for Industry Professionals

Staffing Manager

Negotiate and develop business with new and existing clients. Manage and market our services via telephone and by conducting in-person meetings with hiring managers and decision-makers. Additional responsibilities include: recruiting, interviewing and matching highly skilled professionals with clients’ projects, temporary assignments and temporary to full-time opportunities. Manage ongoing assignments to deliver outstanding customer service to both clients and candidates. Provide ongoing communication and career guidance to candidates. Participate in local trade association and networking events to increase company’s presence in the local business community.

Currently managing a $6M operational transformation initiative.

Lead a team of 250 direct reports in driving productivity and service execution.

Reversed a budget overage by accelerating location strategies, right sizing staff, and transforming processes in 60 days.

Cultivate leadership teams that are accountable problem-solvers

WALDORF ASTORIA, Orlando, Florida ● 2009-2011

Newly opened 2 hotel resort-500-room luxury brand hotel combined with a 1000-room Hilton

Night / Complex Manager

Oversaw the nightly operation of the 1500-room resort. Established all nightly responsibilities for hotel opening. Managed all service recovery and team member challenges. Created various upsell strategies and procedures to increase profitability. Conducted daily training to increase efficiency and guest loyalty. Developed staff recognition and sales incentive programs. Managed all high profile and VIP guest activity. Reconciled and balanced all profit center revenues. Ensured the alignment of business practices with corporate objectives. Authored daily operations and training awareness newsletter. Conducted weekly forecasting and performed weekly schedules.

FASTPARK, Orlando, Florida 2007-2009

Provider of off-site airport parking and shuttle transportation to 18 major airports in the US.

General Manager

Oversaw all daily operations at 3 locations in Baltimore, Memphis, and Orlando. Established all operations for new location, including staffing, training, revenue control, and permits. Devised business development, marketing strategies, and company auditing procedures. Directed activity for 100 staff and conducted employee training. Authored operations reports and managed all inventory and supply purchasing and maintenance. Performed P&L analysis and maintained revenue controls. Directed strategy meetings among marketing, accounts payable, and payroll teams. Conducted forecasting and developed weekly schedules. Negotiated vendor contracts and established vender relationships. Ensured all property and equipment were maintained on a schedule. Resolved customer and employee concerns.

Secured a more than $300,000 increase in sales in 6 months by negotiating agreements with major clients, including Disney, Siemens, Darden Restaurants, Florida Hospital, and the University of Central Florida.

Reduced monthly labor costs 30% by improving cross-training, forecasting, and scheduling processes.

Increased sales 20% by launching car detailing services.

Lowered operating costs 15% by negotiating new vendor contracts.

Spearheaded sole development of new systems and procedures for the company’s valet parking operation, creating a model now being used in another facility.

Designed revenue control reporting software implementation process.

WESTIN BALTIMORE-WASHINGTON AIRPORT, Linthicum, Maryland 2007

260 room Starwood Hotel serving the Baltimore area.

Service Express Manager

Led all staff and operations for pre-opening. Established service standards for guest services, front office, and food and beverage units. Trained staff to ensure that all departments for the 260 room Starwood Hotel adhered to company service policies and procedures. Negotiated vendor contracts and created all menus. Purchased in-room dining equipment. Organized departmental schedules and led daily management and staff meetings.

Helped company secure 4-diamond AAA rating developing service processes and managing adherence.

Created and instituted new in-room massage and valet parking services.

Trained new staff and mentored them into supervisory and management roles.

OLIVE GARDEN, Bowie, Maryland 2004-2006

Upscale casual dining concept serving Italian cuisine.

Manager

Directed all restaurant operations, from generating daily revenue reports to recruiting and training staff. Created sales and profitability strategies to increase guest numbers and improve costs. Supervised all food handling and menu item preparation. Ordered all food products and supplies and ensured proper food handling and storage. Analyzed P&L data and managed costs. Evaluated employee performance, conducted inventories, and responded to guest

inquiries and complaints. Scheduled and oversaw equipment inspections. Worked with vendors to ensure delivery schedules and pricing. Supported regional succession planning.

Cut labor costs 5% by aligning labor efficiency with guest and operational requirements.

Grew beverage sales $0.80 per guest by developing new sales methods.

Established the Employee Recognition Program.

Attained Diamond Club status, being named as a Top 5 employee in region.

STUDIO PLUS HOTEL, Columbia, Maryland 2003-2004

150 room extended-stay hotel serving a heavily populated business district.

General Manager

Supervised operations for 150 room hotel. Developed sales strategies and trained staff on implementation to achieve sales targets. Recruited, hired, and trained all staff. Oversaw Front Office, Guest Services, Housekeeping, Laundry, and Engineering services. Managed property maintenance projects and contractors. Handled all budget and P&L activity. Resolved all guest and employee issues.

Grew sales 40% in 1 year by securing government agency and corporation contracts.

Raised guest satisfaction ratings to 90%.

Oversaw a hotel renovation project, completing the entire renovation in 2 months.

Partnered with transportation services firm to deliver daily guest transportation services.

Trained staff into management roles.

HOTEL MADERA, Washington, DC 2002-2003

100 room luxury boutique hotel owned by Kimpton Hotels.

Night Hotel Manager

Supervised all night operations. Developed night audit processes and rooms/food and beverage revenue reports. Directed Front Office, Guest Services, and Food and Beverage staff. Worked with guests to resolve issues. Trained and mentored all employees prior to facility opening.

Garnered 4-diamond rating for hotel by training staff on service requirements.

Created an alliance with the area’s largest health club to provide a guest amenity program.

Improved interdepartmental communications with a new guest complaint tracking system.

RITZ-CARLTON, Washington, DC 2000-2002

360 room luxury hotel and Residences in downtown Washington, DC.

Night Hotel Manager

Managed 120 front office, guest services, housekeeping, laundry, engineering, security, and food and beverage staff. Prepared revenue reports daily, inspected properties, and held daily management and staff meetings. Created business improvement strategies for the Executive Committee Team. Ensured staff efforts align with corporate goals. Oversaw sales and catering.

Delivered more than $5M in sales by securing corporate business agreements.

Implemented a guest complaint tracking system that improved complaint resolution.

Grew food and beverage sales revenue 20% by booking after-hours, live entertainment.

Garnered 5-diamond rating each year of employment.

FORMAL EDUCATION

Morehouse College 1984-1988

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