Operations Management Guest Services

Mark L. Pells

*******@*****.*** Ocoee, Florida **761 508-***-**** https://linkedin.com/in/mark-pells-074541287

Hospitality Operations Management Executive

Seasoned operations executive with over two decades of international leadership experience in luxury hospitality, specializing in coordinating complex, multi-departmental functions across high-performance, guest-centric environments

Proven track record of directing large, multicultural teams across hospitality sectors including food and beverage, entertainment, guest services, HR, and compliance. Expert in operational strategy, budget optimization, team development, and delivering world-class customer experiences in fast-paced, globally mobile settings. Recognized for driving exceptional business outcomes by balancing profitability with service excellence and team engagement. Adept at aligning operations with brand standards and cultural nuances to elevate experiences for diverse clientele across North America, Europe, Asia, Africa, and Australia.

Widely respected for a leadership style rooted in strong work ethic, emotional intelligence, and an authentic ability to bring people together in fun, meaningful, and high-performing ways.

Known for building inclusive, positive workplace cultures where team members feel valued and empowered.

A natural communicator with a relationship-first mindset, committed to long-term growth, trust, and loyalty, bringing not only experience and skill, but also warmth, dependability, and joy to every role.

AREAS OF EXPERTISE

Assessing KPI’s for Revenue and Rating improvements

Medallia, Fidelio, Micros, NetChef, Crunchtime

Strategic Operations Management

Food & Beverage Operations

Event Planning & Execution

Inventory & Supply Chain Control

Training & Staff Development

Profit Center Oversight

Crisis & Risk Management

Cross-Functional Leadership

Vendor & Stakeholder Relations

Hospitality & Guest Experience Excellence

Multicultural Team Development

Cruise Line & Resort Management

Regulatory & Safety Compliance (USCG, ISO, ECP)

Environmental & Sanitation Standards

Driving charitable contributions, events and services for international communities and organizations in need, particularly rural schools and orphanages

Professional Experience

Holland America Cruise Line - 1996 – Present

Hotel General Manager 2001 - Present

Steer operational facets of cross-functional departments, including housekeeping, culinary, beverage, entertainment, guest services, shore excursions, HR, casino, spa & salon, retail, photography, purchasing, and inventory control. Supervise 12 department heads, 40 supervisors, and a team exceeding 600 personnel. Conceptualize, plan, and organize culturally themed events and activities aligned with diverse itineraries and international guest demographics. Deliver exceptional guest experiences across global destinations, including North and South America, Asia, Australia, Northern Europe, the Baltics, the Mediterranean, and Africa.

Simultaneously enhanced guest satisfaction scores and profitability indicators, while also enriching crew engagement and workplace morale, leading to a harmonious and productive onboard environment.

Cultivated a high-performing, multicultural team representing over 15 nationalities, fostering unity and excellence through comprehensive training and motivational leadership.

Optimized operational budgets by regulating expenditures on food, beverages, and general supplies, while ensuring revenue targets for all profit centers were met or surpassed.

Food & Beverage Manager 1996 - 2001

Directed comprehensive operations across galleys, main dining rooms, specialty restaurants, bars, deck services, stewarding, provisions, and waste management. Managed procurement processes, maintained optimal inventory levels, and ensured cost-effective control over food and beverage expenditures.

Designed and executed innovative events in collaboration with the entertainment team, utilizing alternative venues to enhance guest experiences.

Led daily menu tastings to ensure recipe consistency, optimize flavor profiles, and maintain strict portion control standards.

Early Career

Food and Beverage Manager / Maître D’ Hotel - American Hawaii Cruises

Governed beverage operations, ensuring premium service quality and adherence to company standards.

Coordinated dining room activities, coordinating staff to deliver seamless meal services.

Implemented training programs to enhance staff performance and guest satisfaction.

Liaised with culinary teams to curate complementary food and beverage pairings.

Provided one-on-one mentoring to individuals on various aspects pertaining to handling and mixing of beverages.

Director of Catering / Restaurant Manager/Opening Team - Waterfront Plaza Hotel, Jack London Square, Oakland, CA

Worked with Napa, Sonoma and Central Valley winemakers to create a successful regional and seasonal wine list featured in Jack London's Restaurant.

Headed various operational facets for diverse events, while guaranteeing exceptional service delivery.

Oversaw food and beverage departments, optimizing menu offerings and cost controls.

Partnered with event planners to customize services aligning with client expectations.

Led cross-departmental teams to execute high-profile functions seamlessly.

Banquet Manager - Claremont Resort and Spa, Berkeley Hills, CA

Monitored banquet services, ensuring meticulous execution of events ranging from intimate gatherings to large-scale functions.

Worked with culinary teams to design event-specific menus enhancing guest experiences.

Introduced staff training programs to uphold high service standards.

Monitored inventory and procurement to maintain cost-effective operations.

Enhanced expertise in wine production, service, and food pairing through extensive onsite training at premier Napa Valley wineries, including Mondavi Brothers, Fetzer, Rutherford Hills, and Domaine Chandon, during tenure at Claremont Resort in California.

Convention/Wedding/Banquet Manager - Sheraton Tara Hotel, Framingham, MA

Supervised banquet operations, ensuring timely and quality service delivery for various events.

Chaired meetings with clients to tailor event setups and services to specific requirements.

Controlled scheduling and logistics to optimize staff efficiency and event flow.

Ensured compliance with health and safety regulations during all functions.

**additional experience available upon request**

Education & Professional Certifications / Affiliations

Associates Degree - Hotel-Restaurant Management Cape Cod Community College, West Barnstable, Massachusetts

Modules: Hospitality Law, Marketing Purchasing and Sanitation; Economics, Psychology, Nutrition, General Accounting, Food and Beverage Accounting, Dining Room/Beverage Operations, Property Management, Lodging Operations, Professional Cooking, Quantity

Dutch Lifeboatman (Lifeboat & Liferaft Commander training)

USCG Lifeboatman

Environmental Compliance Program (ECP) Tiers 1, 2, & 3

ISO 14001 Environmental Management System advanced training

Security Training Levels 1 & 2

USCG Hazardous Materials training

RISC America’s Basic and Advanced Firefighting

US Public Health’s Food Service Sanitation

HZ Safety Crisis Management and Human Behavior

Responsible Service of Alcohol

American Red Cross Life Saving

Academic Achievement (Dean’s List): Collegiate certificates in: Front Office Procedures, Applied Food Service Sanitation, Hotel-Motel Property Management, NRA’s Planning Successful Buffets.

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