Kirk D Palmer

adkh48@r.postjobfree.com 203-***-****

* ****** **** ****, *** 8, Natick MA, 01760

EDUCATION

University of Technology Kingston, Jamaica

Bachelor of Science: Hotel, Restaurant & Tourism Management (Honors) 2005-2006 Diploma in Tourism & Hospitality 1998-1999

PROFESSIONAL EXPERIENCE

Boston Sheraton Boston, MA

Director of Services – 1220 Rooms – Largest Hotel in New England November 2017 – Present

• Effectively developed and managed the property’s cleanliness program with a focus on guest rooms and public spaces, increasing cleanliness score from 65 to 76

• Developed the department’s budget and successfully hit year end goals of 5.4 Million

• Direct oversight of productivity, and coach for guest satisfaction

• Served as senior leader through crisis including a 2018 work stoppage/strike

• Manage a union staff compliment of 230 FTE, 12 managers, and 2 administrators The Mayflower Hotel Washington, D.C.

Assistant Director of Services – 581 Rooms March 2016 – November 2017

• Lead efforts to increase property’s cleanliness program by 7 points, from 76.4 to 83.4

• Recruited, trained and developed direct reports (Housekeeping Managers)

• Improved associate engagement score from 88 to 96

• Responsible for guest satisfaction, increasing the property Guess Satisfaction Scores (GSS) from 53 to 66 LaGuardia Airport Marriot Queens, New York

Rooms Operations Manager – 627 Rooms March 2014 – March 2016

• Increased Marriott Elite recognition scores from 73 to 81.3 year-over year

• Acted as a property coach managing the successful roll out and execution of the Marriott Cash & Points program

• Increased Associate Engagement results from 77 to 79 year-over-year

• Counseled and prepared the Rooms Operations team for a Franchise transition and trained front office staff Marriott Inner Harbor at Camden Yards Baltimore, MD Rooms Operations Manager – 638 Rooms October 2012 – March 2014

• Directed operations for the Housekeeping and Front Desk department, yielding a 92.7% score in the company’s annual Brand Standard Audit - highest score in the history of the hotel

• Property liaison for the implementation of the Marriott Rewards welcome gift program

• Improved Elite arrival score from 79.6 to 83.2 year over year

• Responsible for publishing all guest satisfaction results

• Managed the Rooms Operations Department through a renovation Renaissance Mayflower Hotel Washington, D.C.

Night Operations Manager – 581 Rooms June 2011 – October 2012

• Directly managed Hotel Operations as the Manager on Duty during the overnight shift

• Conducted all property walk through to ensure a safe environment

• Organized, supervised, and executed special projects in the public space and heart of house areas

• Performed room inspections, providing recommendations to the Director of Services, increasing cleanliness scores from 75.2 to 77

LEADERSHIP AND COMMUNITY INVOLVEMENT

Adjunct Hospitality Instructor, Computer Systems Institute Charlestown, MA Mentor, train, and prepare students for opportunities in the Hospitality Industry September 2019 – Present

• Served as a mentor to students in preparation for customer service management, food service management and customer service communication through case studies in hospitality management

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