Customer Service, Client success, Operations
Resume:
Daniel N. Poulos
Atlanta, GA ***** ******.******@*****.*** 478-***-**** LinkedIn
Professional Summary
Dynamic and results-driven Product Manager and Director of Operations with 10+ years of leadership experience in the hospitality industry, specializing in customer experience, operational excellence, and cross-functional team management. Proven track record of driving customer satisfaction, optimizing processes, and leading high-performing teams in fast-paced environments. Adept at implementing customer-centric strategies, managing complex projects, and leveraging data to enhance service delivery and operational efficiency. Passionate about aligning business objectives with exceptional customer support, SaaS platforms, and technology-driven solutions. Ready to bring strategic thinking, people leadership, and a continuous improvement mindset to innovative companies focused on customer success, growth, and operational excellence.
Professional Experience
Product Manager IHG Hotels & Resorts Atlanta, GA Nov 2021 – Present
Responsible for overseeing delivery of multiple products for the company, including two new operating systems for the 4,000 hotels in our portfolio.
Worked to develop buy-in from Pilots, moving them from an established operating system to a new PMS.
Oversaw and collaborated to develop a strategy for rolling out updates bi-weekly/monthly to new hotels and also developed and ran the Pilot Program for all hotels participating.
Delivered consistent updates and improvements based on customer feedback.
Worked cross-departmentally to ensure quality and accurate delivery of product.
Senior Manager - Experience Team Landing Atlanta, GA Mar 2021 – Nov 2021
Oversee two Regions of Experience team, leadership and Community Managers.
Responsible for customer service for over 2,000 members within region.
Regional General Manager - Experience Team Jan 2021 - March 2021
Oversaw Member Experience Team, responsible for Member Satisfaction via NPS, Trust Pilot and CSAT.
Responsible for improving Response times for all cases in SalesForce.
Responsible for implementing processes for all customer service issues/requests.
Regional Install Manager July 2020 - January 2021
Responsible for scheduling and installing of homes across Southeast Region.
Signed third party vendors to assist with furniture transportation and installation.
Ensured quality of all homes installed met Landing standards and Member Expectations
Regional Director of Operations OYO Rooms Atlanta, GA Aug 2019 – Jul 2020
• Oversaw operations for 12 states and 60+ hotel properties.
Worked with owners/ownership groups to improve Revenue and Customer Service scores, implementing front desk and housekeeping procedures designed to increase NPS and CSAT.
Led team who onboarded all new properties once signed.
Director of Operations Feb 2019 - Aug 2019
Oversaw all operations for 30 hotels in Alabama and Georgia.
Responsible for all communications and training with ownership and their teams at each hotel.
Responsible for review and revenue performance review for each ownership group/hotel.
Assistant Director of Operations Grand Hyatt Atlanta, GA Dec 2017 – Feb 2019
Responsible for overseeing all aspects of daily Hotel Operations with a team of 200 associates.
Oversaw implementation of programs and procedures that have resulted in a 3% increase
in all guest satisfaction metrics YOY.
Reviewed and oversaw financials for Division which led to decrease in labor by 4% YOY.
Executive Housekeeper April 2017- Dec 2017
Responsible for daily operations of Housekeeping and Laundry, with a team of 70 associates.
Instituted a new standard operating procedure for guest room inspections leading to a 3% increase in guest room satisfaction.
Planned and oversaw installation of new headboards, lamp shades, refrigerators and
other soft goods for a 440-room property.
Instituted new Laundry Inventory Tracker to increase par levels and regulate control of
linen to ensure all team members had sufficient supplies.
Front Office Manager Nov 2015 - April 2017
Oversaw Departmental Operations for Front Office, Guest Services, PBX and Transportation.
Managed payroll and expenses.
Responsible for maintaining strong Guest Satisfaction Scores.
Oversaw development of two Assistant Front Office Managers and two Leadership
Development Candidates each year.
Served as primary Manager overseeing Guest Satisfaction, Recovery and Relations.
Assistant Front Office Manager Dec 2014 – Nov 2015
Oversaw Daily Operations for Front Office, Guest Services, Grand Club and Transportation.
Ensured all guests received a friendly and efficient arrival.
Managed all guest recoveries on daily basis.
Guest Services Manager Hotel Del Coronado Coronado, CA Apr 2014 to Dec 2014
Departmental responsibilities primarily ensured the operation of parking services with
an estimated annual revenue of 3.2 million and five-star arrival process for all guests in
conjunction with the Front Desk team.
Managing team of over 50 team members including: doorman, valets, parking cashiers,
bellman, elevator operators and bell receptionists.
Made certain all guests’ arrival and departure experience is smooth and efficient.
Education
Bachelor of English, Creative Writing Emphasis
Georgia College and State University Milledgeville, GA
Skills & Achievements
• Winner of Rising Star of the Year – Grand Hyatt Atlanta
• Leader of the Quarter – Hotel del Coronado (2012)
• High proficiency in Yield Management operations
• Strong aptitude in service initiative implementation
• Experienced in associate development and training
• Oversee guest recoveries for leadership teams
References
Talia Lawson Assistant Director of Rooms
Grand Hyatt Kauai Resort and Spa p: 808-***-****
MacGregor Goodhart Hotel Manager
Casa Madrona Hotel and Spa p: 415-***-****
Chad Stacy Senior Project Designer
Perkins + Will, Atlanta, GA p: 404-***-****
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