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Customer Service Management

Indio, CA, 92203
August 23, 2012

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***** **** **** ***** • Indio, California 92203

760-***-**** •


Highly accomplished Hospitality Chief Operating Officer with more than 20 years of experience directing operations, marketing, and strategic planning functions for high-end hotels, restaurants, health clubs and real estate developments. Demonstrated expertise in all aspects of property management, from directing large-scale renovation projects, to increasing revenue, to controlling expenses and labor costs. Proven success positioning boutique brands to appeal to demanding, high-end clientele and providing each property with the unparalleled leadership necessary to propel it to the highest echelons of customer service, profitability, and operational success.


Five Star Hospitality Training • Operations & Management • Food & Beverage Services • Brand Marketing

Project Management • Team Leadership • Guest Services • Strategic Development • Budgeting • Growth

Continuous Improvements • Community Outreach • Revenue Enhancement • Sales & Negotiations

Financial Asset Management • Luxury Hospitality Development • Property Portfolio Management


INNER BEAUTI DEVELOPMENT, INC., Indio Hills, California • 2002 – Present


Lead the development of high-end eco-friendly master planned resort communities featuring innovative services and a state of the art sustainable design. Manage all aspects of project operations from land acquisition to sale price negotiations to development design, and financing functions, working with investors and public officials to ensure the smooth transition from each project phase to the next. Direct back office corporate functions including accounting, contracts, engineering, legal, and code enforcement, and hire and train all employees, holding them to the highest possible productivity and performance standards.

Highlights & Achievements:

• Conceived and launched thriving business operation growing from small company with $25,000 in working capital, to a development powerhouse with $20 million in assets and 15 employees.

• Managed all aspects of the development of an innovative 924 acre mixed-use master planned community with more than 2000 residential dwellings, a commercial boutique hotel, retail stores, restaurants, social nightclub and exclusive spa, and advanced industrial park with solar and wind energy for sustainable resort living.

• Secured business financing, negotiated multi-million dollar contracts, and coordinated state and federal government licensing requirements and site approvals, city entitlements, and tax implications necessary to move construction forward.

• Spun off 2 new corporations, Indigo Hills and PV Beauti 26, developing numerous residential and commercial investments yielding up to 125% Return-On-Investment.

PACIFIC PALMS RESORT, City of Industry, California • 2001 – 2002

Director of Operations

Oversaw all operational and financial functions for 292 room hotel and golf resort, directing a $60 million resort renovation project and successfully repositioning the hotel brand to appeal to demanding, high-end vacation clientele and upscale conferences. Developed and implemented strategic planning initiatives, renovation and upkeep functions, and training and development programs for more than 450 employees and associates.

Highlights & Achievements:

• Played key role in the development and opening of Cima, named Best New Restaurant soon after its opening and called “an exceptional dining experience” by

• Managed the execution of executive team building programs and high-quality training initiatives that led to flawless guest services, increased hotel revenue, and significantly improved hotel profitability.

WESTIN MISSION HILLS RESORT, Rancho Mirage, California • 1996 – 2000

Director of Rooms (1998 – 2000)

Coordinated guest arrival and departure, front and back office operations, reservations, housekeeping, laundry, engineering, security, and concierge services for upscale hotel with more than 500 rooms and 300 timeshares. Directed major resort projects, reengineered laundry and housekeeping departments, and managed $56 million in budgeted revenues, exceeding projected gross operating profits.

Highlights & Achievements:

• Promoted from Director of Restaurants to Director of Rooms in less than 16 months, in recognition of outstanding ability to plan and execute flawless major resort projects, as well as acknowledgment of “operational savvy and quality leadership skills”.

• Led the implementation of major resort upgrades including the installation of Heavenly Beds in every room, the opening of a new 12,000 square foot health spa, and the migration of resort IT programs to a new property management software system.

• Credited with improving associate satisfaction scores by 21% and guest satisfaction scores by 13%, achieving a quality assurance service score above 95%, and exceeding the JD Powers guest satisfaction scores for all Westin resorts, while simultaneously reducing overall labor costs by 17%.

Director of Restaurants (1996 – 1998)

Managed the daily activities and performance of 11 food and beverage outlets ranging from high-quality full-service restaurants to poolside snack bars, overseeing more than 120 workers and 10 managers. Developed new associate cross-training program, redesigned restaurant layouts and menus, and implemented new outlet forecasting program.

Highlights & Achievements:

• Designed, planned, and opened a full service restaurant and nightclub lounge capable of serving a high-end clientele in just 3 weeks, successfully training and managing the staff and introducing effective TQM techniques proven to increase productivity and foster continuous improvements.

• Initiated updated standard operating procedures and programs credited with decreasing waste, increasing guest satisfaction, and boosting overall food and beverage profitability by 13%.

HILTON HOTEL (GF MANAGEMENT), Charlotte, North Carolina • 1995 – 1996

Director of Food and Beverage and Nightclub Operations

ADAMS MARK HOTEL, Columbia, South Carolina • 1994 – 1995

Director of Food and Beverage and Catering Operations

RITZ CARLTON HOTELS AND RESORTS, Washington, DC / Rancho Mirage, CA • 1991 – 1994

Assistant Director of Food and Beverage, Beverage Director


Fine Dining Restaurant Manager, Exclusive Nightclub Manager


Bachelor of Science in Dietetics / Business Management

Syracuse University • Syracuse, New York


Six Sigma Certified Master Black Belt

Lean Management Training Certified

TQM Training Certified, Ritz Carlton

T.I.P.S. Train the Trainer Certified

Real Estate Sales Broker

Alcohol Awareness Certified


Hotel Property Management Systems (PMS)

Integrating Software

Restaurant POS

Spa and Golf POS Systems

Fidelio, Micros, Opera, InfoGenesis

Delphi, Epos, SpaSoft

Microsoft Publisher


Microsoft Office Suite

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