Customer Service Grand Canyon

Therin R. Kirkum, Jr. (Terry)

Nogales, AZ ********@*****.*** 480-***-****

Qualifications Profile

Cultivated reputation for building and leading award-winning customer service teams in multiple locations nationwide.

Maintained close relationships with major tour operators that service Grand Canyon West, an umbrella operation of Grand Canyon Resort Corporation.

Enabled the Hualapai Tribe to improve their customer service approach and increase financial standing as a result of the resort’s success.

Generated an additional $12M in profits per year for the tribe after reorganizing operational areas and facilitating new business development in alignment with the corporation’s strategic plan.

Demonstrated exceptional management skills with success in leading teams ranging from 20 to 500 individuals.

Customer Satisfaction & Retention

ROI Generation & Improvement

Tourism Operations Management

Product Improvement

Staff Training & Advancement

Profitability & Revenue Growth

Accounting & Fiscal Management

Contract Negotiation & Management

Policy & Procedure Development

Presentation & Public Speaking Skills

Regulatory Compliance

Resource Management

Team Building & Training

Performance Management

Advisory Council Member

Technology: Microsoft Office Suite, Proprietary Hotel Management & Reservation Systems, CRM Platforms

Professional Experience

Total Hospitality Consultants – Sun Lakes, AZ 2014 – Present

President Owner Chief Executive Officer (CEO)

Own and operate a full-service hospitality and tourism consulting firm offering clients services in distressed asset improvement, guest service and satisfaction maximation, market analysis, quality improvement, and franchise acquisitions.

Built strong partnerships with high-profile hotel and restaurant client chains across the U.S. including Hilton, Holiday Inn, Ramada, Days Inn, Super 8, and more.

Serviced facilities and ownership groups as a consultant in their hospitality, development, design, and marketing operations.

Grand Canyon Resort Corporation – Peach Springs, AZ 2012 – 2014

General Manager – Grand Canyon West

Provided direction and leadership for 10 different operating units to ensure achievement of strategic annual goals and objectives. Reviewed tourism and business operations to assess staff performance, identify opportunities to reduce costs, improve programs, and implement policy changes. Created and allocated annual budgets. Devised short and long-term goals to achieve or exceed overall profit and growth objectives. Trained staff on sales and construction initiatives.

Held Board of Director positions with 2 different conservation groups.

Oversaw 250-500 direct reports; trained team on exceptional customer service performance.

Increased revenue 4.6% over 2011 to a combined total of $58.6M+.

Improved guest satisfaction from 15% to 85% positive response by year-end; improved 2nd-year positive response to 95%.

Decreased operating costs by 8.5% after implementing new cost-control procedures.

Implemented a rolling 5-year capital planning process scalable with industry change and business growth.

Developed VIP Group Sales’ capabilities to service 6K+ people per event.

Moon Valley Nursery – Chandler, AZ 2011 – 2013

Landscape Design Sales & Project Manager

Promoted positive and collaborative team environment and drove continuous improvement across levels. Prospected for projects, sourced products, managed pricing, and formulated/submitted bids. Followed up on sales to strengthen customer relationships. Leveraged strong organizational skills to handle multiple projects and project management functions.

Accelerated growth through sales and design of large commercial projects across 14 locations in Arizona, Texas, and Nevada.

Maximized productivity by recommending training and development opportunities for staff.

Homestead Fence, Inc. – Gilbert, AZ 2010 – 2011

Government & Commercial Sales Director

Estimated and submitted proposals for materials and installation requiring site analysis. Created detailed work orders to communicate customer needs to superintendents, field crews, and fabrication staff. Presented position statements and plans to both Senate and Congressional Committees to garner positive results for organizational initiatives.

Secured $50M+ in bid awards within 9 months of hire.

Led relationship-building with nationwide suppliers of vinyl fencing in distribution facilities across Arizona, Utah, California, and Texas.

Early Career

President Owner – T&T Advantage Enterprises, Inc.

Sales Consultant – Earnhardt RV & Beaudry RV

Area Manager – Accor North America

VP of Operations – Executive Hospitality Company

Education

126 Credit Hours Earned – Business, Accounting, & Economics

Western Michigan University Kalamazoo, MI

Certifications

Franchise General Manager Certifications – Hilton, Holiday Inn, Ramada, Days Inn, Hampton, Super 8, & Accor North America

Certified Range Safety Officer – National Rifle Association (NRA)

Selected Board Appointments

Government Liaison & Board Member – Mohave Sportsman’s Club (MSC)

Founding Board Member – Gilbert Small Business Alliance

Chairman – Gilbert Small Business Administration (SBA) Environmental Committee

MSC Representative – Arizona Sportsmen for Wildlife Conservation (AZSFWC)

Professional Affiliations

Member – Arizona Elk Society

Member – Rocky Mountain Elk Foundation

Coordinator/Producer – 2015 World Coyote Calling Championships, Fishing for Smiles, & Antelope Eaters Events

Member – Friends of NRA/NRA

Fundraiser & Member – Amateur Trap Association

Selected Awards

Top Twenty Award for Outstanding Guest Service & Customer Satisfaction – Holiday Inn

Award of Excellence – Crossroads Hospitality Company

State Senate Proclamation of Outstanding Community Service – State of Connecticut

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