STEPHEN M. MCMILLAN, CAM

*** ******** **

Davenport, FL 33837

321-***-****

adjkzl@r.postjobfree.com

SUMMARY

Results oriented manager with over 20 years customer service and project management experience in the hospitality industry covering the travel industry, hotel and theme park management. Established track record with a focus and commitment on improving customer service ratings including increasing AAA ratings from 3 to 4 Diamonds and being part of a beta test to improve an entire division’s customer service. Utilizes strong organizational, planning and communication skills towards improving operational efficiency.

PROFESSIONAL EXPERIENCE

Dotallthetees.com 2020-Present

Owner

Managed Social Media Accounts for golf clients. This included growing brand awareness, creating a brand following, utilizing media contacts to promote the brand, working with PGA Professionals for content creation.

Bluegreen Vacations 2019-2020

Call Transfer Specialist

Answered calls transferred from multiple Choice Hotel Call Centers and pitched the guests on purchasing a 4-day/3-night package to tour one of 17 Bluegreen Vacation destinations in order to get them to purchase a time share.

Universals Cabana Bay Beach Resort 2018 to 2019

Director of Guest Service

Director of Front Office, Bell Services and Recreation at a 2200 room resort at Universal Orlando. Record highs for revenue, customer service scores and cut compensation by 50% over previous year.

Through upsell program generated over $300,000 in additional revenue for the front office.

Adjusted the compensation outline that was in place to decrease compensation given by 50% year over year.

Started a half day cabana rental at the pool to increase sales. This generated over $5000 in additional revenue.

Changed package delivery process to audit bags daily verses quarterly.

Increased team member engagement to 94%.

Positive turnover for 50% of the front desk staff and still increased our Guest Satisfaction Index by 10%.

Kept labor costs below 97% for the departments and overtime at less than 2%.

Sourced a new Pool DJ company to save the resort over $16,000 in DJ expenses.

Put in a time plan for Recreation Supervisors coverage on the pool deck.

Added a new Valet greeter rotation to seek out guest contact before arrival onto the drive and monitor Uber and Lift.

Holiday Inn Club Vacations Orange Lake Resort, Kissimmee, FL 2015 to 2018

Senior Front Office Manager

Senior Manager of front office operations for a 2492 room time share resort. Responsibilities include training and development of front desk leadership team and guest service leadership team, sales conversion and Medallia scores as well as financial responsibilities.

Compiled data from sales conversion and Medallia score comparison to see the impact of the Parking Pass Process for our check-ins.

Ended 2017 with 6% negative turnover exceeding the company standard of 25%.

Created and implemented the “Trashaholic” program to excite team members in doing public area walks to pick up trash to keep the resort clean.

Head of committee to fix Lazy River Pool Area issues through signage, guest engagement and safety modifications.

Managed a $3.5 million “pass through” account budget to accuracy so that it balances at the end of the year.

Partnered with Housekeeping to “hang” rooms based on housekeeping call-ins on high check out days.

Sourced new winter wear undergarment for staff so that they uniform would be consistent year-round.

Created a program where management had times on the desk to monitor employee performance and engagement as well as dealing with guest issues.

Created a new employee feedback form after sitting with the team and hearing feedback about the old process. The Corporate Training Team has adapted to a corporate standard.

Stephen McMillan

adjkzl@r.postjobfree.com

Best Western Lake Buena Vista Resort Hotel, Lake Buena Vista, FL 2014 to 2015

Director of Rooms

Rooms division director responsible for front office, housekeeping and engineering operations in a 325-room resort. Responsibilities include responding to Medallia guest comments; developing the executive housekeeper, front office manager and chief engineer; conducted ninety day and year end reviews; and ensuring guest satisfaction.

Implemented a tracking process for room inspections to ensure that all rooms were being inspected every two months by either a manager or supervisor.

Introduced a front desk audit to make sure that all front desk agents were assisting guests with the correct service standards for every guest interaction.

Compiled a list our multiple repeat guests as well as guests who had previous challenges to provide them a seamless experience on future visits.

Increased the AAA service rating from 2 Diamonds to 3 Diamonds.

Achieved a Quality Assurance audit score of 878 out of a possible 1000 from the Best Western corporate auditor.

Improved the Quality Assurance audit score to 905 out of a possible 1000 in 5 months.

Responsible for weekly housekeeping and front office meetings with managers and supervisors to go over improving Medallia scores, reviewing guest comments, discussing weekly challenges, and developing future weeks projects.

Introduced a policy where every arriving guest was asked if they were celebrating something during their stay and if they were, we added a banner to their room to acknowledge their celebration by using the FISH! Philosophy training.

Compiled weekly action plans in response to guest comments to have the department managers follow up and make sure that the hotel was up to guest standards improving Overall Service score from 62% to 70.8%.

Completed forecasted budged for 2015 for housekeeping, front office and engineering teams.

Partnered with sales/catering team to provide seamless experience for all attendees, including walking all group rooms before arrival, creating group hospitality rooms, and touching base with group contacts daily to monitor satisfaction.

Created express check out procedure and rolled it out to the resort with no additional labor impact.

Walt Disney World Resort, Lake Buena Vista, FL 2008 to 2014

Guest Service Manager Magic Kingdom Park (2010-2014)

Responsible for managing approximately 400 team members for Main Street Park Operations at the Magic Kingdom Park. Areas included Park Entry, Parade Audience Control, Town Square Theater, Sorcerer’s of the Magic Kingdom, Main Street Vehicles, and the Walt Disney World Railroad.

Edited the Operating Guide for Town Square Theater for an operational change as well as streamlining the operation to a savings of over 4,000 labor hours a year without impacting the quality of delivery of service based on customer service ratings.

Member of team that transformed the turnstile process with the Disney Magic Bands and new RFID readers to a more welcoming experience entering the parks creating a more welcoming experience for our guests.

Conducted daily safety audits and weekly service walks with team members to ensure company standards were being upheld.

Partnered with entertainment and merchandise to seamlessly execute daily parades and shows that provided guests a memorable experience so that the parade route was safe and ready for the performers and also allowing merchandise to maximize profits.

Represented the company in multiple team member grievances

Received the Security Safety Award for performing CPR on a guest until paramedics arrived.

Housekeeping Manager, Disney’s Yacht and Beach Club Resort (2008-2010)

Housekeeping and Resort Duty Manager for of 1000 room resort where testing new ideas and providing the most exceptional service was the standard.

Utilized data from daily room inspections as well as from the Quality Assurance Team to develop the housekeeping team and hold them accountable for cleanliness standards.

Partnered with the front desk operation to ensure that all VIP rooms were inspected before arrival and met the highest standards of quality, cleanliness and appearance.

Worked with the Rooms Ready cast members to ensure each resort guest experienced a “clean and ready” room upon their arrival.

Stephen McMillan

adjkzl@r.postjobfree.com

ACE Parking, Dallas, TX 2007-2008

Site Manager

Responsible for the parking operations at the Hilton Anatole in Dallas, TX a 1700 room resort with over 600,000 square feet of convention space and over 2,300 self-parking spaces and 2 valet operations.

Created and implemented a new retention program to develop, train and recruit new parking team members including management.

Developed multiple operations plans for special events including Crystal Charities Ball and Dallas Petroleum Club.

Created a Black-Tie policy for Managers and Doormen during all formal events at the hotel so as to keep up the hotel standard for the events.

Partnered with the restaurant general manager to notify valet when restaurant guests were leaving which eliminated guest waiting by ensuring their vehicle was pulled up and ready upon their leaving the hotel restaurant.

Assisted the staff at the Hotel Jouel by writing valet scripts for the opening team where delivering a consistent level of service was of most importance.

Walt Disney World Resort, Lake Buena Vista, FL 2000-2007

Guest Service Manager, Disney’s Yacht and Beach Club Resort (2007)

Selected to roll out a beta test that eventually was implemented in all the resorts known as “the basics.” This was a soft skills initiative to ensure the exceptional delivery of the Disney standards to our customers.

Modified Disney’s Magical Express luggage arrival process to decrease the amount of time it took to get luggage to guest’s rooms by over 15 minutes.

Guest Service Manager, Disney’s Polynesian Resort (2005-2007)

Guest service manager in the areas of front office, concierge and bell services at an 850-room resort. Also worked as the resort Project Manager for the Valet Outsourcing Project from November 2006 to March 2007.

Implemented service standards to improve the resort AAA Diamond rating from 3 to 4 Diamonds.

Assisted guests in various capacities as the Resort Duty Manager

Conducted daily observations of an outsourced valet operation which helped develop their level of service and increase their external audit score by over 20 points to 94% in a period of 2 months.

Guest Service Manager, Disney’s Caribbean Beach Resort (2003-2005)

Guest service manager in areas of front office, concierge and bell services at a 2,100 room resort responsible for exceeding guest expectations on a daily basis.

2004 Partners in Excellence Recipient, an annual award giving to the top 1% of all team members for service and performance

Created a model still being used during the hurricanes where buildings that were in flood zones were held out so guests would not have to be relocated from their rooms before the storms arrival.

Served as a liaison with our resort call center as the resort transitioned to not having a local front desk phones room.

Guest Service Manager, Disney’s All Star Sports Resort (2003-2003)

Front Desk Host, Disney’s All Star Music Resort (2002-2003)

Front Desk Host, Disney’s Contemporary Resort (2000-2002)

EDUCATION AND LICENSES

Bachelor of Arts Degree, Communications, Jacksonville University, Jacksonville, FL

Department of Business and Professional Regulations Community Association Manager, License Number CAM54755

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