Chad Henderson Email and Phone Number

• Part of the pre-opening team for a 4-Diamond new build hotel.• Ranked as the #1 hotel in Iowa for 2018 by U.S. News & World Report• Spearheaded a 12 month Marriott conversion in a 12 week period• Currently the #1 rated Marriott Tribute hotel in North America per our “Intent to Recommend” score on the Guest Voice survey, currently rated #1 for Room Cleanliness and consistently rated in the top 5 for Check In Experience• Produce the weekly 14-day forecast, 90 day forecast and end of month exceptions report

• Managed all aspects of the front office, guest services, transportation services, and Sheraton Club Lounge departments for a 416 room hotel• Improved the check in experience guest survey metrics from 47.2 to 77.7• Earned a 93% associate satisfaction score in a 5 month period which was up from the previous score of 73%• Helped the hotel raise its overall ranking in north America from 226 out of 228 Sheratons up to 61 based on the “Intent to Recommend” Guest Voice survey

• responsible for long and short term planning as well as the day to day operation of the Rooms Division to include Front Office, Guest Services, Housekeeping and Laundry • review and analyze department checkbooks to ensure expenses are in line with business levels • review and approve department schedules to ensure productivity goals are maintained• oversee a Property Maintenance process with the Housekeeping and Engineering teams to ensure the exterior of the hotel, guest rooms, pools common areas and meeting space is clean, well maintained and functional at all times• act as a direct point of contact for all guest related issues including responding to on line feedback and concerns • develop a culture of customer service throughout the hotel and increase team morale • mentor and develop talent from within the organization to create a succession plan for all positions

• Directed all aspects of the housekeeping operations for a 289 room hotel• Revised inventory process for guest supplies, cleaning chemicals, and room linens to return an overall check book savings of 5% over forecasted expenses• Improved training certifications for room attendants on cleaning standards from 70% to 100%• Increased room cleanliness guest survey metric from 79.6 to 91.5

• responsible for long and short term planning as well as the day to day operation of the housekeeping department for a 445 all-suite AAA Four Diamond resort which consists of 307 main tower suites, 102 Golf Cottages and 36 Lakeside Villas • conducted timing surveys on the Room Attendants for stay over and check out rooms to determine the appropriate amount of time needed to clean the various room categories and help establish credit amounts for these two room situations • implemented a credit based room assignment process for room attendants based on the timing study which has improved room attendant productivity from 1.13 to 1.47 • worked with PMS company SMS to attach credit based room assignments for check out and stay over rooms which has led to a faster, more accurate opening procedure for the leadership team• created and implemented a room cleaning procedure to ensure consistency amongst the room attendants and to improve the time needed to clean a room• operate an on-property laundromat consisting of 5 washing machines, 3 dryers, towel folder and an ironer• perform quarterly inventory on all linen and terry to guide purchasing decisions and ensure proper par totals to support the housekeeping operation• oversee the deep cleaning procedure for all guest rooms which consists of 2 teams of 3 associates completely dismantling each guest room, deep cleaning the room and reassembling the room for guest use • perform detailed inventory of all guest supplies, cleaning chemicals and room linens to effectively utilize checkbook monies and control monthly expenses• conduct weekly property walks throughout the 70,000 sq ft conference center and main hotel tower to ensure cleanliness and functionality of all areas• created and implemented a daily check list for public area attendants to ensure cleanliness throughout the conference center and main tower public areas and restrooms

• oversee the daily operations of a 158 room hotel (front office, engineering, housekeeping) to ensure total guest satisfaction with all hotel services• act as liaison between hotel and all vendors to include, property maintenance, security, laundry service, guest transportation, fitness center repairs, elevator contractors and Fire Marshall• receive and distribute NAD Gatekeeper alerts for the property• receive and resolve GEI hot alerts and corporate complaint files in a timely manner• organize and conduct weekly operations meeting to ensure all departments are informed and supported• conduct daily property walks and communicate all maintenance and repair needs to engineering• maintain and update the property management system as needed• maximized sales through aggressive use of yield management and to up-sell at the front desk to attain maximum average rate

• responsible for long and short term planning as well as the day to day operation of the housekeeping department for 335 combined guest rooms• oversee the administrative housekeeping functions for both hotels to include business plan management, expense management, and revenue forecasting • responsible for overall cleanliness of the public area and guest rooms• led the team to achieved a score of 96 for guest room and overall hotel cleanliness on our annual quality assurance audit• spearheaded a hotel wide linen change out for all guest rooms• certified all associates on Starwood’s corporate cleaning standards: ABC’s of Housekeeping• perform daily room inspections to ensure room cleanliness standards are maintained• meet regularly with vendors and supplies to ensure complete delivery and accurate billing on supplies and products

• oversaw the daily operations of the front desk and luggage attendants for a 892 room dual property• organized and facilitated bi-weekly front office leadership meetings • organized off market room assignments during the hotel’s renovation• facilitated MLB and NCAA sports team arrivals and room/floor assignments• conducted quality assurance audits for front office and bell attendants to ensure all standards were maintained

• oversaw the daily operations of the doorman, bellman, telecom command center, room service, mini bar and Westin Workout facility for a 700 room hotel• performed month’s end inventories for room service and mini bar operations• conducted regular room service audits to ensure food quality and service standards were maintained• created a room service tray tracking procedure to ensure prompt tray removals from guest rooms and hallways• worked closely with Dometic vendor to ensure mini bar reporting system operated at full capacity• personally debugged and repaired all 700 mini bar units to ensure they were properly connected and reporting to the server• reviewed phone trunk reports to determine peak call times to assist with scheduling• developed a luggage storage procedure to reduce lost of missing luggage items• implemented a paperless amenity system tracked through Starguest and trained sales and culinary teams to on Starguest usage to improve communication between departments

• oversaw the daily operations of the front desk, lobby concierge, Royal Hacienda club concierge and Casita ambassadors for a 508 room resort• assisted with the installation of Galaxy Lightspeed property management system• resolved and closed Corporate Customer Service complaints• created and maintained an up sell incentive for front desk agents• performed Starwood Preferred Guest coordinator duties and administered SPG training• created and developed a Rooms Coordinator position to assist us with room assignments and guest requests and to provide associate development for supervisor positions• implemented cross training procedure between front desk agents and service express agents to ensure consistency with guests communications

• supervised daily operations of the front desk, bell staff and command center for an 1100 room hotel• created and implemented a standard operating procedure for the position of SPG coordinator• created and implemented employee incentive for staff friendliness at check in with in-room guest survey data collected through the TV interface• conducted regular audits for ARRIVAL and DEPARTURE process• assisted with property wide security efforts during city wide events such as Mardi Gras, NCAA Sugar Bowl, Jazz Fest and Essence