Marc Ambrose, Mba Email & Phone Number

Orlando , Fl, Us

Rockville, Maryland, Us

• Expertly leads the operation and consistent financial performance of luxury lodging facilities• Oversees all operations, financials, payroll, inspections, and purchasing• Creates and reviews operating budget & capital improvement plans and verifies adherence to financial performance reports• Recruits, coaches, and develops all unionized team members including front office, housekeeping, reservations, and engineering• Effectively communicates and demonstrates teamwork with diverse and high-performing hospitality professionals in a fast-paced environment while managing tight deadlines and shifting demands• Works closely with executive leaders to ensure best practices are being used to guarantee short and long-term financial performance success while exceeding guest satisfaction• Conducted national presentations on effective ways to build fruitful relationships in challenging environments

Middleburg, Va, Us

• Managed and developed training programs and standard operating procedures (SOPs) for all Rooms departments including housekeeping, front desk, bell Staff, and concierge of luxury AAA 4 Diamond 502 room Resort • Simultaneously met strict deadlines for both resorts while attending to daily operations, constant changes in priorities, and maintaining adherence to the critical path• Planned organization structure, recruited, interviewed, and trained all front office team members to understand and exceed AAA 4 Diamond customer service standards in time to fully scale resort offerings for the grand opening• Proactively collaborated with department leaders to ensure a successful opening• Monitored and developed team member performance to ensure leaders and supervisors were empowered to resolve concerns efficiently and independently• Served as Task Force Rooms Manager at a sister property and used customer surveys and employee feedback to correct deficiencies in customer service and operational efficiency while improving revenue management through data analysis

Ponte Vedra Beach, Fl, Us

• Successfully led Front Office Operations of 328 room resort to include Front Desk, Concierge, Bell Stand, and Revenue Management through 4 consecutive AAA Inspections resulting in 5 Diamond Award each year• Partnered with all lines of business and departments in the resort, including golf, spa, recreation, food & beverage, and conference & catering, to offer outstanding guest service from reservations to departure• Utilized guest voice tools such as HotSOS and Revinate to monitor service delivery and make informed decisions on improving guest experiences• Served as front-line management contact for VIP guests and guests with service recovery opportunities• Catalyzed a 50% increase in hotel profits from 2014 to 2015 by coaching front office team members to listen to guest comments and upselling profitable upgrades and add-ons during check-in, while being accountable for controlling payroll and labor management

Mclean, Virginia, Us

• Directed housekeeping operations to ensure the cleanliness and consistency of 126 guest rooms and suites, public areas, and banquet/meeting/conference rooms, while ensuring guest rooms were ready in a timely manner• Created effective, flexible training techniques utilizing SALT scores, ensuring guest satisfaction, quality assurance, and guest service standards were exceeded• Instituted a successful inventory system, using OnQ forecasting, ensuring supplies and amenities were utilized effectively and efficiently, resulting in effective cost controls• Recruited, interviewed, and trained all housekeeping team members • Maintained strict compliance with Hilton Internal Audit standards and ensured follow-up with any directives• Scored “Outstanding” on 4 consecutive Hilton Internal Audits

Bethesda, Md, Us

•Responsible for supervising food servers and bartenders in different venues throughout the hotel property.•Maintained constant inventory levels for the beverage department•Supervised all 25 beverage department employees•Ensured that any issues were resolved effectively and efficiently.•Collaborated constantly to ensure effective communication with both guests and employees.

Masters, Business Administration

Bachelors Of Science, Business Administration