Manager Quality Assurance

Coleman P. Hughes ***************@*****.***

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*** ********* ******, *** #* Pittsburgh, PA 15211 412. 657. 1505

PROFESSIONAL EXPERIENCE

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HVMG - Doubletree by Hilton Pittsburgh Meadow Lands

General Manager – 138 Room hotel 07/2011 – 02/2012

• Led brand training initiative for compliance for all team members.

• Managed a 1.8 m PIP to successful completion on time and under budget

• Increased SALT scores for Overall Service element from 65.1 to 74.8 (from bottom 5 % of brand to top 20 % of brand ranking)

• Achieved HP results with reduced inventory during PIP

White Lodging – Residence Inn Pittsburgh Airport

General Manager – 156 all suite hotel 06/2006 – 07/2011

• Achievements include record results in Market Share, GSS, HP, and Team Member Satisfaction.

• Developed seven managers to GM, and AGM growth levels.

Sodexho USA

General Manager – Dining & Environmental Services, The Knolls of Oxford Sodexho Acct) 9/2005 – 06/2006

• Responsible for all aspects of contract services at this upscale retirement community.

Area Support Manger – Senior Services Accounts 12/2003 – 9/2005

• Led Training of staff and implementation of standards, policies, and procedures for opening team during new account transitions. Primary Client contact for new accounts. Initiated sales of new services to existing clients.

RIVER’S EDGE HOSPITALITY CORP.

Principal 4/2000 – 4/2003

• Developed the concept, business plan, and marketing plan for a new station square “sports restaurant,” Philthy McNasty’s, which successfully opened in October 2001. Opening partner in this venture.

• Temporary consultant to Tarsadia Hotels, Costa Mesa, California

• Temporary consultant to Triangle II, North Shore

PROMUS HOTELS

Doubletree Hotel Pittsburgh, Pittsburgh, Pennsylvania

Director of Operations 2/1997 – 4/2000

Responsible for the day-to-day operations of a 600-room hotel with 40,000 square feet of meeting space.

• Increased AHR an average of 12.4 percent each of three years I was responsible for rooms.

• Led Rooms division to “Outstanding” rating within Promus Hotels QMS audit.

• Reduced Lost Days Accidents with aggressive Safety Awareness Program and Incentives.

• Functioned as the F&B Director with annual F&B revenues of $12.2 million, a food cost of 26.9%, beverage cost of 20.1% and a 37.3% labor cost in a unionized environment

• F&B Division received “Outstanding” quality rating from Promus Hotels quality assurance program

• Conducted highly successful monthly wine dinners, which resulted into increased catering revenue

• The Orchard Restaurant received “Best Brunch in Town” from Pittsburgh Magazine

• Developed and executed annual budgets for the F&B and Rooms Divisions

WESTIN HOTELS & RESORTS (1982 – 1997)

(Became Starwood Hotels & Resorts in 1996)

The Westin Harbour Castle, Toronto, Ontario

Operations Manager 3/1994 – 2/1997

Responsible for the day-to-day operations of a 1,000-room hotel with 65,000 square feet of meeting space.

• Led the strike response team to successful operation of the hotel during a strike of 600 employees (members of the Teamsters Local 351 of the Textile Processors, Service Trades, Health Care, Professional and Technical Employees International Union)

• The Westin Harbour Castle has a total of 650 salaried and unionized employees and a total of 980 guestrooms

• Visitors to the hotel are 55% group and 45% transient, with yearly revenues of $50 million

• Functioned as the F& B Director with function space of 70,000 square feet, including a 25,000 square foot ballroom. Three restaurants, 2 lounges. Food cost 30.1%, beverage cost 24.2% and labor cost of 40.2%. Costs in Canada are generally higher than that of the U.S. Annual F&B revenues of 20 million CN

• Received 4-star, 4-diamond rating

• Re-conceptualized the chartroom bar, lobby lounge and lighthouse restaurant

• Developed and executed F& B and rooms division budgets

The Westin La Paloma, Tucson, Arizona

Director of Rooms 5/1989 – 2/1994

Responsible for the overall operation of the rooms division consisting of the Front Office, Service Express, Housekeeping, Laundry/Valet, Security, and Telephone departments. 250 employees, 487 rooms. Room’s revenue budget of $16 million.

• Earned “Most Improved Front Office Award” and “Highest Rated Front Office and Rooms Division Award”

• Directed the re-organization of the Guest Services and Room Service departments in Service Express

• Developed and executed Service Express University in which managers from 32 Westin Hotels & Resorts attended

• Received company-wide “Innovation of the Year Award” for Service Express University in 1992

• Selected as the Lead Rooms Division Pre-Opening Assistant for The Westin Mission Hills, Rancho Mirage, California

• Selected as one of five individuals within the company to conduct Peer Review Visitations at other Westin Hotels & Resorts

• Conceptualized and developed the Business Services Center which is a profitable individual business unit of the resort

• Conceptualized and developed the La Paloma Airport Shuttle which is a profitable individual business unit of the resort

The Westin William Penn (1982 – 1989), Pittsburgh, Pennsylvania

Assistant Manager, Front Office 2/1987 – 5/1989

• • Total of 600 rooms, heavy corporate customer base

Manager of Restaurants 9/1986 – 2/1987

• Terrace Room – 120 seats, 3-meal outlet

• Palm Court – Lobby Lounge

• Room Service

Banquet Manager 9/1985 – 9/1986

• Banquet Revenue Budget - $6 million

• 40,000 square feet of Banquet space

• Strong local catering including Kosher market

Assistant Banquet Manager 9/1984 – 9/1985

• Developed server skills training program for “65 extra” Banquet Servers

Banquet Set-up Supervisor 6/1983 – 9/1984

Management Candidate 6/1982 – 6/1983

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EDUCATION

Bachelor of Science – Hotel Management 1982

Florida International University

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REFERENCES FURNISHED UPON REQUEST

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