Customer Service Sales

Stephen W. Buell

** ******** **., ***** *******, Massachusetts 01864

978-***-**** ***********@*******.***

http://www.linkedin.com/in/stevebuellconsultanttrainer

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OPERATIONS /SALES

Strategic Planning Promotion Budget Control Operations Project Leader

Recruiting/Training Customer Service Team-Building Problem-Solving

SUMMARY

Seasoned participative management professional with 20+ years experience leading diverse teams of more than 50 professionals.

Track record of delivering luxury level customer service consistently generating repeat business with raving fans.

Innovative team-builder able to collaborate amongst cross-functional lines to achieve results.

Proven ability to manage budgets, exceed financial goals, and creatively contain costs.

Adaptive and flexible style with excellent interpersonal and communication skills.

Dynamic presenter with certifications for leading multiple training classes.

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EXPERIENCE

TIPS Training-(Training for Intervention Procedures)/ Personal Catering North Reading, MA

CONSULTANT/SERVER/TRAINER/PLANNER 2011-PRESENT

ROYAL SONESTA HOTEL Cambridge, MA

DIRECTOR OF OPERATIONS (CATERING) 2008 – 2011

Responsible for the efficient operation of a high-volume catering department serving valued client base with impeccable service and superior products. Hired, trained, and supervised employees and managers, and worked with culinary personnel in developing new food and beverage offerings. Personally worked with key clients to ensure events exceeded customer expectations and remained profitable.

Continually evaluated the performance of operational associates, improved professional competencies, building a cohesive team and reduced turnover costs to 6% within department.

As required, provided management leadership on short notice for the ArtBar Restaurant, and additional leadership for the In-Room Dining for an approximately 12-month period.

Upgraded and revised standards training for customer service improving guest survey scores by 18%.

Leader in guest relations building trust and loyalty with new and repeat clients and vendors boosting sales by 9% in 2010.

STATE ROOM Boston, MA

DIRECTOR OF EVENTS 2007(RESTRUCTURED)

Provided focused senior leadership managing all aspects of event planning and execution for this $13 million annual sales hospitality organization with uncompromising standards. Planned and implemented operational policies and procedures, facilitated sales to maximize revenue and profits, slashed costs, and guaranteed superior service delivery to maintain high customer satisfaction.

Significantly improved and maintained relationship with vendors, building contacts, and neighboring businesses in facility through reach out programs and hospitality initiatives.

Implemented upgraded service, systems, and teamwork training maximizing abilities and reducing turnover by 12%.

Boosted wedding sales for following year by $200,000 through aggressive hospitality training of service staff and elevated individual attention to bridal parties.

Stephen W. Buell 978-***-**** Page 2

CHARLES HOTEL Cambridge, MA

DIRECTOR OF CATERING OPERATIONS 2000 - 2007

Designed and implemented initiatives for sales promotions and cost saving measures for the catering functions for this distinguished, luxury hotel with 15,000 square feet of meeting space. Developed analysis and forecasts; controlled an annual budget of $10.4 million.

Carefully assessed staff utilization and eliminated unnecessary management positions producing a 30% saving in labor costs

Enacted departmental personnel policies and practices that reduced employee turnover and resulted in a 25% reduction in administrative expenses.

Conducted staff training, including certification of more than 200 associates in safe alcohol handling practices (TIPS).

Assured flawless quality and service satisfaction for celebrities, dignitaries and other guests of this AAA Four Diamond hotel.

MARRIOTT INTERNATIONAL, INC. Washington, DC

OPERATIONS / SALES MANAGEMENT 1988 - 2000

Spearheaded operational planning, implemented corporate directives and provided critical leadership to meet performance expectations for this industry-leading, international hospitality corporation. Promoted six times through tenure with corporation. Directed management/supervisory staffs and oversaw up to 80 support personnel in food and beverage and housekeeping departments at various locations.

CAMBRIDGE MARRIOTT – Massachusetts (1996 - 2000)

Instituted methods to increase productivity and cut costs, which enhanced banquet profits by 38% within two years.

Propelled the hotel’s Meeting Planner Survey ranking from 161 to 65 among 261 facilities through implementation of training programs that dramatically upgraded service standards.

Awarded the highest company bonus percentage for outstanding achievement in guest satisfaction, associate satisfaction and profit margin 1999.

TORONTO AIRPORT MARRIOTT – Ontario (1994 - 1996)

Aggressively and creatively promoted banquet catering services to corporate clients; developed and controlled budgets to meet performance objectives.

Managed a culturally diverse staff of 45, maintaining a 4% turnover ratio for three years, and improving associate satisfaction ratings 32%.

Co-directed Train the Trainer classes for supervisors.

RICHMOND MARRIOTT – Virginia (Prior Experience)

Led 70 personnel in housekeeping, laundry and health club departments as Director of Services; met budgeted goals, high quality standards, and guided teams through guest room renovation.

Co-facilitated nationwide empowerment training classes.

Cross-trained in Front Office for two months.

Developed and promoted twelve associates to supervisory and management positions; honored with a Health & Human Services Award for employing disabled individuals.

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LEARNING CREDENTIALS

BACHELOR OF ARTS, URBAN PLANNING

Clark University, Worcester, Massachusetts

Additional courses, seminars and workshops include:

Advanced Management / Impact Leadership Quality Assurance Management Certified TIPS Trainer

Time Management Stress Management Managing Multiple Priorities Train the Trainer

DISC Assessment Conflict Management Outward Bound Professional Development

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