Manager General

YANCIE A. TORAN

P.O. BOX ***

ROMAYOR, TEXAS ****8

214-***-**** E-MAIL: i15495@r.postjobfree.com

OBJECTIVE

Seeking opportunities which test and enhance abilities to accomplish proven results. Will be an asset to the company and my peers, while continuously excelling in management positions that provide advancement and opportunities.

EDUCATION/AFFILIATIONS

Sam Houston State University 1983 –1988

Huntsville, Texas

Awarded Bachelor of Science (Major: Psychology, Minor: Political Science)

National Association of Female Executives

(Member of Who’s Who Among American Female Executives)

(Member of Who’s Who Historical Society)

Elected to Harrisburg, PA, Downtown Improvement District Authority Board of Directors (October 2003)

Presented an award by YWCA of Greater Harrisburg for being selected a “Woman of Excellence” in The Greater Harrisburg Community (March 2004)

Six Sigma Green Belt certification (2005)

Completed “Leading Starwood” development training program

Work experience in Union and non-union environments

Awarded the “Hotel Green Lodging” certification for the Sheraton Suites Cypress Creek (2008)

EXPERIENCE

Wyndham Hotels and Resorts July 2009 – April 2010

The Tremont House and Harbor House hotels, Galveston, Texas

General Manager, Galveston, Texas 7/09 – 4/10

Managed the Tremont House (119 rooms, a Wyndham Grand Historical Hotel) and the Harbor House (42 rooms managed by Wyndham Hotels & Resorts) at Galveston Island, Texas owned by Mitchell Family Corporation and Mitchell Family Historical properties. Responsible for the traditional responsibilities of a General Manager. Joined the Company after the hotel had been opened from the recovery of Hurricane Ike and developed and trained the staff to upgrade the service levels to a luxury performance in Wyndham Hotels & Resorts. Under my reign the hotel service levels had catapulted back to the ranking of top 3 consistently in the Wyndham managed collection within six (6) month which was a requirement of the MFC to get back the (4) four diamond rating that had been lost in previous years.

Starwood Hotels and Resorts July 2005- April 2009

Sheraton Suites Cypress Creek, Fort Lauderdale

General Manager, Cypress Creek 12/07 – 4/09

Manage the Sheraton Suites at Cypress Creek for Felcor, who are the Owners. (Same responsibilities as when Acting General Manager).

Acting General Manager, Cypress Creek 2/07 – 12/07

Report directly to the General Manager and fully responsible for all hotel operations of the property. Assisted with conversion and transition of Food and Beverage operation from an outside contractor to be managed by Sheraton and Starwood. Hotel houses 253 suites, Room Service, Restaurant and Bar, Swimming pool, Fitness Center, and fully operating Banquets and Catering services.

YANCIE A. TORAN

Martineau Bay Resort & Spa (Employed by Starwood Hotels and Resorts)

Hotel Manager/Director of Operations – Six Sigma Green Belt 7/05 – 1/07

Report directly to the General Manager and fully responsible for all hotel operations of a Four-Diamond property. The Resort is 43 acres, with 154 Villas and Guest rooms. It features a World Class Spa that showcases 7 treatment rooms and a beauty salon. The resort also has 5,000 Square feet of Meeting Space and has four food and beverage outlets which include Paso Fino Restaurant, In-Room Dining, Isla Nena Pool Bar and Taino Cocktail Lounge. Directly responsible for all Rooms and Food and Beverage divisions with direct support of management staff.

• Selected to work for Starwood Hotels and Resorts for transition of Martineau Bay Resort and Spa to become first W Hotel Resort in the World (W-Vieques), a 5 star-diamond luxury resort.

• Directly responsible for the acquisition and hiring of Department Heads for Front Office, Housekeeping, Food and Beverage and Spa. All of which show case previous 4 to 5 diamond experience and includes the hiring of 2 sous chefs that hold titles of back to back winners of Caribbean chefs of the year.

• Responsible for importing six sigma projects and company best practices to the property.

• Responsible for the Resort in absence of the General Manager and participates as a member of the hotel’s Executive Committee.

• Selected and completed Starwood Hotels’ “Leading Starwood” development training.

• Taskforce – 11/13/06 – 12/16/06 “W” Hotel in New Orleans, Louisiana

• Taskforce – 01/02/07 – 2/28/07 Sheraton Suites Cypress Creek, Ft. Lauderdale

Villa Montana Beach Resort November 2004 – June 2005

General Manager, Isabela, Puerto Rico 11/04 – 6/05

Responsible for 86 one, two and three bedroom Villa Resort and Condo Hotel, with upscale Restaurant, Room service, SPA, Banquet/Meeting Space, Tennis courts, two Swimming pools, Helicopter Landing and Rock Climbing activities. Responsible for 30 acres of landscaping and day to day hotel operations.

Tishman Hotels & Resorts October 2000-October 2004

The Crowne Plaza Hotel, Harrisburg, Pennsylvania (Managed by Tishman Hotels & Resorts)

General Manager 9/02-10/04

Responsible for a 261 room property, with an upscale Restaurant, Bar and Grill, 24 – Hour Room Service, 10,000 square feet of Banquet/Meeting space, Gift Shop and Business Center. Report directly to Senior Vice President for Tishman Hotels and Resorts. Also, must maintain and work directly with the property owner’s, which is ING Realty. Responsible for overall Hotel operations day-to-day and annually. Work closely with Six Continents Corporation to ensure that Crowne Plaza Harrisburg complies with the required branding, standards, and customer service levels.

The Westin Rio Mar, Country Club & Ocean Villas (Starwood franchise owned by Tishman Hotels & Resorts)

Acting Hotel Manager/Executive Assistant in charge of Rooms Division 2/01 – 9/02

Report directly to the Managing Director of the Resort. Responsible for the Resort Operations at the Main Hotel and the Ocean Villas. Responsible for the operations of the Resort in the absence of the Managing Director.

YANCIE A. TORAN

The Westin Rio Mar, Country Club & Ocean Villas (continued)

Director of Rooms Division 10/00 – 2/01

Report directly to the Hotel Manager of the Resort, Four Diamond property. Responsible for the Resort operations (Housekeeping, Laundry, Front Office, Service Express, Security, Children Center, Pool and Beaches, Transportation, Reservations and Concessionaires). Assist with the Management of the Ocean Villas, our newly opened series of 94 luxury suites (Opened October 15, 2000) located on beachfront property positioned 3 minutes away from the Main building.

Rosewood Hotels and Resorts December 1998 – October 2000

Caneel Bay Resort – St. John U.S.V.I.

Director of Rooms Division 12/98 – 10/00

Report directly to the Managing Director of the Resort, a Four-Diamond property managed by Rosewood Hotels and Resorts. Responsible for the Resort Operations (Airport Lounge, Watersports, Bellmen, Front Desk, Activities Desk, Communications, Reservations, Guest Transportation, Housekeeping, Laundry and Children’s Center). The Resort is 170 acres, 166 rooms; seven beaches and is the number one snorkeling destination in the world. Directly supervise the entire Rooms Division, Concessionaires, and any Food and Beverage, Security, Engineering and Landscaping areas as required. Responsible for monitoring and setting up the Capital expenditures, labor and budgets for the Rooms Division.

• Selected to work as the point person for Caneel Bay Resort, on the installation of air conditioning and room renovation for the Resort (April 1999 – November 1999). Organized a developmental training” smart matrix” that was received by Corporate Offices in Dallas, Texas for suggested options on employee training and service enhancements.

• Hurricane Specialist (Have experience in Puerto Rico and the United States Virgin Islands in securing, preparing and managing employees and guests through hurricane conditions.)

• Experienced in dealing with the U.S.V.I. National Park requirements and regulations, in conjunction with the operations, construction, etc. at Caneel Bay Resort.

Tishman Hotels & Resorts May 1997 – December 1998

The Westin Rio Mar Beach, Puerto Rico (Starwood franchise owned by Tishman Hotels and Resorts)

Front Office Manager 5/97 – 12/98

Report directly to the Assistant Executive General Manager of the Resort, a Four-Diamond property. The Resort is 481 acres, 600 rooms, (two 18-hole Golf Courses, a large Conference Center and one of the largest Casinos on the Island). Directly supervise the line and support management staff (80-100) employees within the Front Office. Responsible for managing the Rooms Division in the absence of the Assistant Executive General Manager.

• Selected to work on the Tishman Construction Task Force Team 8/10/98 to 8/21/98. As a member of the Task Force Team, I worked at the Hay Adams Hotel in Washington DC (143-room, historical hotel built in 1927 which directly overlooks the White House). Directly assisted with training, development and organization of the Front Office. Organized departmental standards, job description and operating procedures for the Hay Adams. The objective was to elevate the levels of service for the Preferred Hotel to Five-Diamond quality.

YANCIE A. TORAN

Four Seasons Hotels and Resorts May 1997 – February 1983

Four Seasons Hotel – Houston Center

Front Office Manager 6/96 – 5/97

Report directly to the Assistant Executive General Manager of the Hotel, a Five-Diamond property. Directly supervise the line and support management staff of 30-40 employees including Front Desk, PBX, Reservations, Bell Staff and Door Staff (when necessary). Assist the Assistant General Manager and

Front Office Manager (continued) 6/96 – 5/97

Reservations Manager with the completion of weekly, monthly and annual occupancy and revenue forecasts. Conduct maintenance of all guest ledgers and group master billing accounts. Responsible for the hiring, interviewing and training of all Front Office Managers and the Front Office staff. Supervise the day-to-day operations of the Front Office and any other areas of the hotel when necessary to ensure that the service levels surpass the suggested Four Seasons standards. Meet, greet and manage the arrival and visit of citywide convention groups, entertainment groups, United Arab Emirates, high profile political and corporate clientele on a day-to-day basis.

Four Seasons Resort & Club, Las Colinas

(Home of the Annual Byron Nelson Golf Classic and Golf School)

Front Office Manager 04/93 – 06/96

Directly supervise the line and support management staff of 30-40 employees including Front Desk PBX, Reservations, Bell Staff, and Door Staff. Assist the Director of Rooms and Reservations Manager with the completion of weekly, monthly and annual occupancy and revenue forecasts. Conduct maintenance of all guest ledgers and group master billing accounts. Responsible for the hiring, interviewing and training of all Assistant Front Office Managers and the Front Office line staff. Supervise the day-to-day operations of the Front Office to ensure that the service levels surpass the budgeted labor and operational goals.

**Selected Manager of the Quarter, October 1994***

Reservations Department Manager 09/91 – 04/93

Supervise four employees. Handle guest complaints. Responsible for management/inventory of the hotel’s sleeping rooms. Interact with eight sales managers and five conference planning managers when booking large groups, VIP’s etc. Organize and manage the host of players and other VIP’s, who participate in the annual PGA Byron Nelson Golf Tournament. Immediate operations control of payroll, departmental meeting agendas, work schedules employee training, budgets for forecasting and money management (safe deposit boxes, hotel safety). Educate, motivate and teach the reservationists on how to effectively sell the over thirty package and twenty-six conference rooms that are available to guests staying at the 375 room resort property. Additional duties include overseeing the Front Office in the absence of the Front Office Manager. Meet with and receive direction and assignments from the Director of Rooms and Executive staff when necessary.

Four Seasons Hotel - Houston Center

Reservations Department Manager 08/89 – 09/91

Supervise three employees. Handle guest complaints. Responsible for management/inventory of the hotel’s sleeping rooms. Interact with the sales managers when booking large groups, VIP’s etc. Immediate operations control of payroll, departmental meeting agendas, work schedules, employee training, budgets/forecasting, money management (safe deposit boxes, hotel safety). Additional duties include overseeing Front Office in the absence of the Front Office Manager and additional assignments from the Director of Rooms and Executive staff.

YANCIE A. TORAN

Four Seasons Hotel - Houston Center (continued)

Assistant Director of Housekeeping 07/88 – 08/89

Supervise 102 employees. Responsible for assigned operations for regular guests and VIP guest requests, revenue forecasting labors and budget figures work schedules, inventory control of supplies. Maintain through knowledge of Fire and Safety procedures in regards to City Ordinance.

Hotel Assistant Manager 06/87 – 07/88

Supervise 12 employees. Handle guest complaints. Assist in maintenance of hotel’s appearance to the general public. Assist in various departments as required.

Lobby Lounge Manager 08/86 – 06/87

Supervise eight employees, payroll, labor and revenue forecasting for budget, work schedules, cash handling, inventory control of linens, liquor and food.

Terrace Café Assistant Manager 11/85– 08/86

Supervise five employees, payroll, forecasting for budget. Coordinate with Lobby Lounge.

Front Desk Receptionist, Waitperson & PBX Operator 02/83 – 11/85

***Selected Employee of the Month, June 1984***

MANAGEMENT DAILY RESPONSIBILITIES, EXPERIENCE AND DUTIES INCLUDES:

1. Conduct daily rounds of the entire property and visit all departments during each shift to create professional team building relationships.

2. Present and attend daily operations “line up” (5 – 10 minutes) at the start of the morning shift. Important operational highlights for the day are discussed with the Leadership team.

3. Conduct bi-weekly “walk abouts” with the operations team (Guest Service manager, Chief Engineer, Executive Housekeeper) to maintain proper property cleanliness, maintenance and physical structure.

4. Maintain high levels of visibility with guests (internal & external) to endorse strong service levels and guest relations by meeting, greeting, and managing the arrival, visit, and departure of all high profile, political elite, corporate, social, loyal and media associated personnel and groups. Responsible in overseeing and handling any customer complaints or dissatisfaction as the feedback is received. Customers concerns are addressed in a personal meeting session, via telephone or written correspondence.

5. Responsible for managing, analyzing, and implementing – GSI, MPSI, AOS, IDP, Revpar indexes, Daystar report, Hotelligence, Six Sigma project progress reports, payroll & productivity reports, and other statistical reports or surveys to ensure that the property operates in compliance with the Corporate standard operating procedures. Responsible for the organization, formation, and measurement of all department “Action Plans” to ensure the targeted productivity and profit performances are achieved.

6. Organize, train, monitor and execute weekly revenue & expense forecast reports, yearly financial budgets, capital expenditures and projects and implement “contingency plans” as needed to maintain financial and service performances. Present property reviews, progress reports and proposed budgets to corporate office and property owners.

7. Attend and lead weekly Executive Committee meetings, Operations Department head meetings, Yield management meetings, Banquet Event order meetings, Sales & Catering, Marketing & Public relations meetings as well as monthly Owner’s meetings and Capital projects meetings.

8. Review generated “service performance and customer satisfaction” reports daily to determine overall property performance and organize survey development in areas of opportunity. Work closely with the Leadership team members on the property to ensure that (QA) levels exceed the Company’s targeted threshold.

9. Focus, train, communicate and deliver successful and innovative techniques, SMART Plans, service culture initiatives, logs, procedures, and tracking reports that assist in maintaining high levels of customer rounding, customer satisfaction and customer loyalty while building relationships that produce successful and profitable results.

10. Promote, build and maintain an ongoing emphasis and focus on “Cultural Diversity”, awareness, training, and individual career development. Responsible for recruiting and attracting talent from domestic and foreign destinations for “working internships”. Organized a team of associates with each property as a resource to assist with language and cultural translations (verbal & written) to ensure that all service levels are consistently in place and practiced with guests and customers world-wide.

11. (Communication and development program) – organized, managed, and responsible for the monthly General manager’s roundtable meeting, Associate & Manager’s monthly appreciation functions, Guest & Customers appreciation functions, Health & Safety committee meetings, Emergency Crisis plan meetings, participation in community services & activities, etc.

REFERENCES:

1. William Ross (Vice president & Asset Manager of the Mitchell Family Corporation and Mitchell Historical properties (Hotel Galvez, The Tremont House and Harbor House in Galveston, Texas) owned by George P. Mitchell of Mitchell Historic properties in Galveston. telephone: 409-***-**** email: i15495@r.postjobfree.com

2. Steven N. Creitz (Project Manager of the MFC and MHP ( Hotel Galvez, The Tremont House and Harbor House in Galveston). telephone: 409-***-**** email: i15495@r.postjobfree.com

3. Lynn Zinsky (Complex Director of Human Resources for Wyndham hotels in Galveston) The Hotel Galvez, The Tremont House and The Harbor House. telephone: 409-***-**** email: i15495@r.postjobfree.com

4. Marcus Hennigan (Director of Guest Services for the Tremont House and Harbor House) telephone: 281-***-**** email: i15495@r.postjobfree.com

5. Sandra Stokes (Hotel manager and director of operations) for Gold Strike Casino & Resort. telephone: 662-***-**** email: i15495@r.postjobfree.com

6. Helen Lugo (Director and Spa Manager) Marriott hotels & resorts, Caribbean. Telephone: 617-***-**** or 869-***-**** email: i15495@r.postjobfree.com

Please feel free to contact me if you have any questions or require any clarification.

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