Director Of Operations

NELSON A. ZAGER

*** ****** ***., ******* *****, CA 90277 • 310-***-**** • **********@*****.***

Director Of Operations

Performance Improvement / Seasoned Leadership/ Operations/ P&L / Facilities / Strategic Plans/Change Agent / Capital Projects / Training and Mentoring / Customer Service / Quality

Skilled in establishing operational excellence in multi-site organizations, I consistently turned around under-performing operations, creating exceptional customer service to drive rapid growth and profit. With an outstanding record of exceeding expectations, I improved all metrics to produce market and company-leading business units.

• Translating corporate goals into action plans that deliver results

• Designing business development campaigns to boost revenues and profits

• Building and training management/teams to provide superior customer experience

• Working with cultural diverse staff to promote team work and strong performance

• Directing large capital projects to revamp and enhance operations

Recognized as the “go-to” person, I have a reputation as a team builder, motivator, consensus builder, and an approachable leader who achieves goals to satisfy customers, employers, and employees. I earned a BS in Hotel Administration from the University of Nevada, Las Vegas, and am a Certified Hotel Administrator (CHA).

CAREER HISTORY AND ACCOMPLISHMENTS

Executive Consultant, 2005 to Present. Provide developers with projections, marketing plans, and guidelines for creating successful hotels including hotels as part of large-scale commercial projects. Identified and interviewed potential operators. Assisted in obtaining entitlements from various city agencies.

Secured Approval for Development. Sought approval from City of Redondo Beach for hotel sites in harbor area. Prepared proformas with JV partners and conducted feasibility studies. Met with Planning Department and citywide organizations to obtain support. Provided all information necessary for submittal on three projects.

President, Pier 3 Entertainment, 2002 to 2005. Secured multi-year contracts with national companies including Kraft Foods, Becks, VW, Life Fitness, Terra Chips, and Coldstone to place their products in top 100 TV shows and 300 movies per year. Managed all operations of $2.5M entertainment marketing company.

Turned Around Struggling Company. Recruited to save company suffering from losses and lack of direction. Reorganized, created strategic plan, and redefined job descriptions. Implemented strong team approach and obtained buy-in. Expanded customer base, increasing sales 340% and achieving profitability in two years.

Area Director / General Manager, Intercontinental Hotel Group, 1992 to 2002. Held P&L accountability and directed all operations of eight hotels in southern California. Managed $60M budget and 400 staff. Led Sales and Marketing, Food and Beverage, Rooms, Engineering, HR, and Accounting departments. Implemented training programs to ensure superior customer experience. Oversaw capital projects and strategic planning.

Overhauled Multiple Operations, Creating Top Performing Units. All eight hotels suffered from long-term negative growth. Evaluated each market, refocusing image/operations to reflect needs of local community. Retrained staff to provide memorable service. Produced several market leaders. Increased occupancy 12%-25%, Average Daily Rate 20-30% and average profit more than $2M annually within two years.

Re-branded and Integrated Acquisition. Community felt newly named Crowne Plaza Redondo Beach was a step below former Sheraton name. Rebuilt image, training staff to provide exceptional guest experience. Upgraded F&B and created unique features. Increased occupancy 12 points, average rate $10 and profitability by $3.5M in two years to become market leader with highest customer satisfaction scores in company.

General Manager, Nassau Inn, 1988 to 1992. Hired to resurrect 260-year old, 217-room historic inn in Princeton NJ and avoid imminent closure. Revamped all operations, creating truly memorable atmosphere and service.

Created Market Leader. Profit and community support was steadily declining. Developed new strategic and marketing plans, and personnel programs. Renovated guest rooms and public areas in period style, restoring inn’s former ambience. Revamped Food and Beverage service. Increased occupancy from 70% to 90% annually. Added $3M in profitability within two years. Expanded market share, beating national chains.

General Manager, Lincoln Hotel at Lincoln Centre, Dallas, TX, 1986 to 1988. Ran all aspects of 500-room hotel with $10M budget and 50 staff. Oversaw 1M sq. ft. of office building attached to hotel. Turned loss to $2.5M profit.

Activities: Chaired, City of Redondo Beach Commissions/Committees, and Chamber of Commerce. Board Member: hospitals, hospices, charities, and L.A. Convention Bureau. Chair of the Roundtable, Rotary. Eagle Scout.

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