Ron A. Gentile

***** ******* *****, **** ******, CA. 92211 / 808-***-**** / admkxg@r.postjobfree.com GENERAL HOTEL MANAGEMENT

Experienced and accomplished hospitality executive with proven track record of driving customer satisfaction leading to increasing revenue and customer loyalty. Demonstrated expertise in hotel management, front office, food and beverage, staff management, guest services, engineering, housekeeping, home ownership association and profit and loss management. Recognized as an efficient manager and team player with a sincere focus on service and customer satisfaction.

PROFESSIONAL EXPERIENCE

GENERAL MANAGER, Wyndham Vacations Worldwide, Palm Springs, CA. / 2015 - Present Leader of all resort operations. Responsible for overseeing all day-to-day hotel operations including staff, human resources, front office/guest services, property maintenance, housekeeping, brand standards, home ownership association and profit/loss controls/departmental budgets. Staff accountability for 20 associates and 3 department leadership members.

ASSISTANT GENERAL MANAGER, Wyndham Vacations Worldwide, Kauai, HI. / 2013 – 2015 Leader of all resort operations for 2 separate resorts. Responsible for overseeing all day-to-day hotel operations including staff, human resources, front office/guest services, property maintenance, housekeeping, brand standards, home ownership association and profit/loss controls/departmental budgets. Staff accountability for 50 associates and 6 department leadership members.

DIRECTOR OF OPERATIONS, Marriott’s Kauai Lagoons< Kalanipu’u Vacation Club, Kauai, HI. / 2012 - 2013 MVW, Ritz Carlton Club & Grand Residence -Sister property to MVW, Waiohai Beach Club. Assigned to lead turnaround efforts as General Manager splits time between the two properties. Responsible for overseeing all day-to-day hotel operations including staff, human resources, property maintenance, housekeeping, brand standards, home ownership association and profit/loss controls/departmental budgets. Staff accountability for 45 associates and 5 leadership members. Reported to General Manager.

• Improved key Guest Satisfaction Survey metrics by average of 9% year-over-year & led the Hawaii region for Marriott Vacations Worldwide

• 94% satisfaction rating for Associates Engagement survey for 2012 year end results

• Financial budget for all departments were in-line or under by 3% of forecasted

• Implemented new program ASGARD to improve service request efficiencies and tracking of data

• Conducted “Fundamentals of Hospitality” training for the resort to increase guest satisfaction

• Implemented new resorts concierge assistance program to promote resort amenities, general information, island activities and guest/owners pre-arrival correspondence information

• Exceed all charitable contributions for (Kauai Food Bank, Children’s Miracle Network, United Way and Kauai Charity Walk)

DIRECTOR OF OPERATIONS, Marriott’s Waiohai Beach Club, Kauai, HI. / 2010 - 2012 Responsible for overseeing all day-to-day hotel operations including staff, human resources, housekeeping, property maintenance, brand standards, home ownership association, sales, and profit/loss controls/departmental budgets. Staff accountability for 60 associates and 6 leadership members. Reported to General Manager.

• Improved key Guest Satisfaction Survey metrics by average of 5% year-over-year & lead the Hawaii region for Marriott Vacations Worldwide

• Associates engagement scored 94% satisfaction, increase of 6% year-over-year

• Implemented “Fundamentals of Hospitality” training for the resort, which improved our associate engagement survey score by 6% YOY

• Maintained resorts and financial budget for the first time over the previous 4 years

• Hosted resorts holiday & special events to drive F&B / Ancillary revenue up from $1K – 10K for each event

• Exceed all charitable contributions for (Kauai Food Bank, Children’s Miracle Network, United Way and Kauai Charity Walk)

FRONT OFFICE/ OPERATIONS MANAGER Marriott’s Newport Coast Villas, Newport Coast, CA. / 2006 - 2010 Responsible for the operations and management of the entire Front Office, Guest Services, Reservations, Revenue Management, Front Desk staff, and technology systems.

• Rapid promotion to increasingly responsible position from Assistant Front Office Manager to Front Office/ Operations Manager.

• Acted as Director of Operations in position holders absence

• Exceeded GSS score by 3% YOY

• Implemented associate recognition and engagement program, which resulted in 100% associate satisfaction for the front office department. Employee of the Month for the Front Office.

• Reduced staff turnover by 25%, by completing the STAR’s interview process and selecting applicants that were motivated and desired growth opportunities.

https://pacifichospitality.snaphire.com/blob/_Ron+Gentile's+Resume_.doc?bm=rawjsres&id=0q35i6k90jv4jov4ga99nlisra&v=8 2/3/17, 7P07 AM Page 1 of 2

• Implemented customer service & retention training to help improve guest satisfaction scores YOY. FRONT DESK MANAGER, Marriott’s Waiohai Beach Club, Koloa, Kauai, HI. / 2002 - 2006 Responsible for front desk operations including staff management/scheduling, guest services, and guest complaint resolution. Coached and mentored staff to reinforce policy and procedure while maintaining positive morale within the department. Worked with operational department heads, such as Housekeeping, Facilities, Loss Prevention, Food & Beverage, Sales, Marketing, Owner Services and Interval International to increase guest satisfaction.

• Facilitated 'Owners Forum' to capture customer feedback and implement various changes resulting in improved GSS scores.

• Successfully completed various special projects assigned by the Director of Operations. GUEST SERVICES REPRESENTATIVE, Sheraton Kauai Resort, Koloa, Kauai, HI. / 2001 - 2002 Performed wide varieties of job duties, including front desk / reservations, guest services, night audit, and some systems management and reporting.

• Rapidly earned increasing responsibility from effective ACCOUNT MANAGER, Gateway, Inc., Lake Forest, CA. / 2000 - 2001 Territory account manager responsible for prospecting leads, proposing and closing revenue generating opportunities. Successfully sold Gateway hardware, software, and service solutions to business-to-business customers. Worked cross- functionally with Gateway Country Store Partners, Inside Sales, and Network Service Providers to fulfill customer’s technology needs ensuring customer conversion and retention.

• Responsible for $150K per month revenue objective.

• Increased territory sales by 10%.

• Gathered market intelligence and provided monthly business review of major accounts.

• Provided client follow up and general customer service as needed.

• Develop and implement customer focused programs to increase territory sales (e.g. customer product education). RECONGNITION

“Leaders of the Quarter” - Marriott’s Vacation Club International 2007

“Coach of the Year” - Marriott’s Vacation Club International 2005 Nominated for the 2004 State of Hawaii “Na Po'e Pa'ahana Awards” for Front Office Associate

“Way to Go” from the CCO - Marriott’s Vacation Club International 2004

“Top Sales Associate” – Gateway Inc. 2001

“Spotlight Award” – Gateway Inc. 2001

“The Road To Excellence Award” – Gateway Inc. 2000 https://pacifichospitality.snaphire.com/blob/_Ron+Gentile's+Resume_.doc?bm=rawjsres&id=0q35i6k90jv4jov4ga99nlisra&v=8 2/3/17, 7P07 AM Page 2 of 2

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