STEPHEN A. HARDENBURG

**** *** ****, ***** *****, MI 48439

acycd3@r.postjobfree.com 901-***-****

PROFESSIONAL SUMMARY

Passionate and experienced results-driven leader with extensive experience in the hospitality

industry at both property and corporate levels. Involved in the planning, organizing and opening

of more than 30 full service and upscale hotels; directly supervising 12 managers/supervisors and

over 100 team members. Highly developed management skills, excel at working with full spectrum of

work force from ownership groups and senior management to front line staff. Use hotel operations

expertise and interpersonal skills to foster excellent communication, high productivity, and high team

morale.

Customer Experience Leader with more than 10 years of experience developing best in class

global customer experience management programs for two of the largest lodging companies

worldwide representing multiple brands, countries and languages. A proven track record for

providing strategic and operational leadership to increase revenue, profit margins, control costs,

improve processes, raise employee engagement, and foster customer satisfaction and loyalty. Skilled

in financial analysis, forecasting, data analysis, customer experience, loyalty and satisfaction analysis,

reporting and implementation to improve business results and achieve maximum profitability.

EMPLOYMENT HISTORY

Choice Hotels International (2011 2016)

Director, Market and Guest Information (2011 2016)

Choice Hotels International Corporate Headquarters, Rockville, MD

Led the global customer experience management program for one of the largest lodging companies

with more than 6,300 hotels franchised across 11 brands in more than 35 countries representing more

than 500,000 hotel rooms globally. Used customer experience feedback to inform efforts to align and

prioritize opportunities with each brands purpose and strategy.

Increased hotel level engagement from less than 30% to more than 96% in 4 years

Improved the effectiveness of the program by growing information sources and providing timely,

insightful analysis and actionable recommendations to improve the guest experience

Increased guest survey feedback by 43% and social review feedback by 104% in 2 years

Led contract negotiations with Smith Travel Research (STR) and Medallia reducing costs by 5%

Hilton Worldwide (1992 2011)

Director, Customer Research (2009 2011)

Hilton Worldwide Corporate Office, Memphis, TN

Spearheaded a team of eight researchers in US and UK offices who provided a complete range of

global research services. Routinely met with senior executives to determine research needs and

identify solutions in support of corporate strategic initiatives.

Improved operational efficiencies resulting in improvement of departmental satisfaction rate from

94% to 96% in 2 years

Expanded internal enterprise partnerships to analyze, synthesize and socialize customer insights

with other critical information (e.g., operational and financial metrics, customer complaints, ratings

and reviews, etc.) in a compelling and powerful fashion

STEPHEN A. HARDENBURG Page 2

Director, Syndicated Research (2007 2009)

Hilton Worldwide Corporate Office, Memphis, TN

Supervised a team providing satisfaction tracking and consulting services including oversight of the

Medallia SALT (Satisfaction and Loyalty Tracking) program, J.D. Power and Associates Hotel Guest

Satisfaction syndicated studies, and ad-hoc research involving syndicated data and resources.

Awarded 10 J.D. Power awards in 4 years, more than all other competitors combined

Expanded the SALT program from 3 countries in North America to 91 countries and 25 languages

worldwide representing more than 700,000 hotel rooms globally

Increased guest satisfaction and loyalty by more than 3% in 2 years

Director, Performance Analysis, Hilton Brand (2000 2006)

Hilton Hotels Corporation World Headquarters, Beverly Hills, CA

Directed a team in tracking and analyzing key performance indicators including financial, market

share, customer loyalty, service, physical condition, cleanliness, adherence to brand standards and

overall consistency on a hotel, management company, ownership group and brand level.

Introduced the Balanced Scorecard, an objective weighted measurement tool for ranking more

than 300 Hilton brand hotels in North America

Regional Director of Food and Beverage Support (1999 2000)

Hilton Hotels Corporation World Headquarters, Beverly Hills, CA

Extensive travel throughout North America as part of key hotel opening group to assist with opening

Hilton and Hilton Garden Inn hotels.

Delivered food and beverage support to all new Hilton and Hilton Garden Inn hotels in North

America, including 26 of the first 50 Hilton Garden Inn hotels

Assistant Director (1997)/Acting Director of Food & Beverage (1998-1999)

The Beverly Hilton, Beverly Hills, CA

Directed over $30 million in food & beverage revenue for a 581 room Flagship Hilton hotel with 3 full

service restaurants, 2 lounges, 1 nightclub and 24-hour room service.

Directed a management team of 12 and a service team of over 100 team members

Increased combined food and beverage revenue by 8.2% in 2 years and achieved all fiscal goals

Oversaw complete renovation of a high volume 3-meal period restaurant and directed all business

aspects of opening a nightclub with a multi-million dollar budget

Managed all aspects of premier events such as: private reception for the First Lady, Golden

Globe Awards, Oscar Nominee luncheon, American Film Institute annual dinner, etc.

Banquet Captain (1996)

Long Beach Hilton, Long Beach, CA

Supervised 35 full-time banquet servers for a 393 room hotel with 24,300 square feet of meeting

space, a short term assignment to gain first hand exposure to banquet operations.

Director of Restaurants (1994 - 1996)

Los Angeles Airport Hilton and Towers, Los Angeles, CA

Directed over $15 million in food & beverage revenue for the largest hotel in Los Angeles with 1,239

rooms, 2 full service restaurants, 24-hour deli, 2 bars/lounges, mini-bar and 24-hour room service.

Directed a management team of 5 and a service team of over 75 team members

Increased combined food and beverage revenue by 10% in 2 years by actively participating in

National Restaurant Association and local organizations to leverage resources and align division

with emerging trends and business opportunities to maximize revenues

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STEPHEN A. HARDENBURG Page 3

Assistant Outlets Manager (1993 - 1994)

Los Angeles Hilton and Towers, (Downtown) Los Angeles, CA

Managed food & beverage staff for a 900 room hotel with 3 full service restaurants, 2 lounges and 24-

hour room service.

Developed and implemented cost reduction systems, menu engineering, inventory controls and

management of expenses to reduce variable expenses by 15%

One of only 7 managers (the only food and beverage manager) appointed by Hilton to transition

the hotel to Omni Hotels

Assistant Restaurant and Bar Manager (1992 - 1993)

OHare Hilton, Chicago, IL

Managed food & beverage staff for a 858 room hotel with 1 full service restaurant, 1 sports bar and

24-hour room service.

Completed comprehensive 6-month Hilton Professional Development training program

Pre-opening team participating in key decision making for selection and purchase of new furniture,

fixtures and equipment to reopen the hotel after being closed for 9 months for complete renovation

POSITIONS HELD WHILE EARNING DEGREE:

Housekeeping Intern; Hilton Suites Auburn Hills, MI 224 suites 1/91 5/91

Manager Assistant; Mountain Jacks Restaurant, Okemos, MI 300 seat steakhouse 5/91 6/92

QA Inspector; Quality Dairy Food Stores, Lansing, MI 31 convenience stores 5/91 6/92

Server, Chesapeake Crabhouse; Holiday Inn, E. Lansing, MI 200 seats 9/88 1/91

Computer Specialist; School of Hotel, Restaurant and Institutional Management, MSU 6/88 1/91

Manager Trainee; Jims Tiffany Place and Greenhouse Caf, Lansing, MI 200 seats 5/88 9/88

Dishwasher/Busser/Server; Grand Blanc Golf and Country Club, Grand Blanc, MI 10/84 5/88

Banquet Server; Hyatt Regency, Flint, MI 7/85 5/88

EDUCATION

B.S., Food Systems Economics and Management, 1992

Michigan State University, East Lansing, MI

CERTIFICATIONS

Medallia Customer Experience Certification, 2015

American Management Association Best Practices for the Multi-Project Manager, 2015

LEADERSHIP

Zenger Miller Certified Instructor, 1998

Priority One Hilton Customer Service Trainer, 1996

National Restaurant Association Certified Bar Code Instructor, 1997

Hilton Worldwide Volunteer Council Executive Leadership Team, 2006-2011

Guest Speaker, JD Power and Associates Service Excellence Summit, 2009

Guest Speaker, Medallia Experience Conference, 2008 and 2014

Choice Hotels International Corporate Buddy Program, 2014-2015

ORGANIZATIONS/ACTIVITIES

MSU Hospitality Association, 1987-1992

Beverly Hills Visitors Bureau, Restaurant and Hospitality Association, 1999-2001

California Restaurant Association/National Restaurant Association, 1999-2001

Hilton Family AIDS Walk Team Leader, 1999-2006

APLA Ambassador Council Member, 2005-2009

AIDS Walk Africa, Elizabeth Glaser Pediatric AIDS Foundation, 2006

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