Rudy B. White Resume

Ruthian”Rudy” B. White 804-***-****

**** ***** ********* **** # **, Orlando, FL 32835 **********@***.***

Professional Profile

Highly motivated, goal oriented hotel professional with 19 years of experience in the hospitality and tourism industry with extensive knowledge in:

• Guest Service Management

• Restaurant & Bar Management

• Guest Program Management

• Concierge Management

• Front Desk Management • Operations Management

• Financial Management

• Guest Satisfaction

• Customer Service

• Staff Supervision of 40+

Achievements

Received 75 Outstanding Service Awards (from Bill Tiefel, VP, Marriott Operations); Spirit to Serve Award – Marriott; Initiated service program that increased arrival experience scores from 50’s to high 70’s – Marriott; Initiated Customer Elite Rewards Reception Program – Marriott; Initiated training program increasing guest satisfaction scores by 15% in 3 months – Westgate

Professional Experience

VIP Services Manager, Westgate Resorts, Orlando, FL June 2008 to Present

• measure VIP customer perception and awareness levels of services by designing and implementing survey methodologies; validating results; and tracking training effectiveness

• resolve VIP customer dissatisfactions by proactively planning to eliminate possible problems; investigation; evaluation, and settling of complaints and claimsresolving discrepancies by consulting with counterparts and developing best practices standards;

• authorize retention and maintenance of VIP customer data by analyzing and summarizing trends for the future applicability of complaint resolution information;

• maintain VIP service operations and services by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures;

• achieve financial objectives by preparing annual budget expectations; scheduling expenditures; analyzing variances; and initiating corrective actions;

• maintain VIP customer service staff by recruiting, selecting, orienting, and training mployees as well as counseling and disciplining employees;

• maintain inter and intradepartmental work flows by fostering a spirit of cooperation

Guest Relations Manager, Richmond Marriott, Richmond, VA 2005 to 2008

• worked with all department managers/associates to meet/surpass guest service expectations;

• promoted and marketing business; displayed leadership in guest hospitality and operations;

• participated in hiring, training and retention of diverse labor force;

• monitored wage and expenses and made adjustments to meet or exceed budget expectations;

• maintained statistical and financial records;

• planned and organized accommodations, catering and other hotel services.

Chief Concierge Manager, Richmond Marriott, Richmond, VA 2004 to 2005

• recruited, trained, scheduled and monitored bell staff, concierge staff and drivers;

• ensured success of events and conferences;

• maintained inventory of supplies and equipment of hotel assets;

• interacted with contractors and suppliers; ensured effective security and inspections of property and services in compliance with licensing laws, health, safety regulations, etc.

Restaurant Manager, Blue Fire Steak House, Richmond Marriott, Richmond, VA 2002-2004

• held overall responsibility for business performance of the restaurant;

• analyzed and planned the unit's sales levels and profitability;

• organized marketing activities, such as promotional events and discount schemes;

• prepared weekly reports, including staff control, food control and sales;

• created and executed plans for department sales, profit and staff development;

• set budgets and/or agreed upon them with senior management;

• organized and supervised all shifts of kitchen, waiters and cleaning staff.

Concierge/Guest Relations Coordinator , Richmond Marriott, Richmond, VA 1991-2002

• maintained repeat customer programs including managing VIP relationships;

• provided information to guests for events and attractions, tours, travel routes and transportation schedules;

Skills

Microsoft Office

Marriott Computer Programs (PMS, MARSHA)

SOP’s, LSOP’s, Empowerment and TQM

Education

High School

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