Curt Baker Email & Phone Number

Plano, TX, US

Rebuilt hotel operations team in six months.Engineered an improvement of $600k in cash flow in my first year.Achieved highest GSS score in 5 years with a hotel 13 years since renovation.

White Plains, US

Largest hotel in Peoria 323 rooms plus full service restaurant and the second largest ballroom in town.

• Oversaw hotel operations, strategic direction, and opening procedures by training and recruiting team members, coordinating with vendors, and outlining customer service delivery initiatives.
• Deliver multi-hotel regional manager support to Lexington and Louisville markets by advising on training programs and best practices, marketing initiatives and publications, and strategy design.
• Implement plans and continuous improvement by streamlining staff development, real-time statistical performance management, service blueprinting, and product knowledge.* Best RevPar in company q1 2021* Best GSS in.

Opening GM, (KY Area GM Lexington, Louisville, Owensboro 2019)

• During pre-opening for my TownePlace Suites Hotel, I provided key insights and support as a Regional and TaskForce GM with 3 hotels (Lexington - FourPoints by Sheraton, Louisville - Choice, Owensboro - TownePlace Suites)

• Drafted strategies designed to grow business in a slowing market
• Developed Guest Service Experience tools to support business sales

• Because hotel was acquired from DHG during my time as GM, I coordinated and embedded change management processes and transport by facilitating transition of property sale between Dunn Hospitality to Hamister.
• Implemented key process improvements and key performance indicators as Market Sales Director to increase market share at both hotels, including 17% growth in total room supply.
• Developed and implemented new service initiative to boost guest service satisfaction rate 11% above market average.

Evansville, IN, US

• Partnered with executive team to spearhead new guest retention programs and increase top line revenues by a record 11% in 2015.
• Established professional development standards to reduce turnover from 215% to 56%, beating company average by 90%.
• Increased annual revenue to $1.8-$2.2M by heading front office training programs on business development and guest relations.
• Led competitive set in RevPAR for 51 of 52 weeks in 2015.
• Torchbearer Award 2016 - Outstanding Guest Service
• Gold Circle Service Award - Courtyard 2016

• Delivered comprehensive consulting services to 4- and 5-star hotels in China to improve customer service and competitive market positioning and wins.
• Created and authored training programs for 7 brands and 400+ hotels in US and China (including Ritz Carlton, Marriott, Renaissance, Residence Inn, Embassy Suites, Holiday Inn Select, Courtyard).
• Formulated creative social media strategies and guest relations packages to boost retention and customer satisfaction.
• Delivered consulting services for building Competitive Advantage with solutions focusing on service, staff, revenue management, and brand maximization.
• Formulated specialized solutions for creating strategic advantage in everything from one star to five star environments.

• Assistant General Manager in charge of Revenue Management, F&B, Front Office, Engineering, Accounting & Housekeeping.
• Executed regional revenue manager responsibilities for the management company with oversight of TownePlace Suites and Days Inn hotels.
• Handled all Guest Relations and General Manager inquiries as the GM was an area manager.
• Coordinated P&L performance and review and for creation and presentation of quarterly ownership performance reviews along with the other 2 area GM's.
• Achieved top 1% Quality Assurance score (number 6 of over 800 properties)
• Developed and lead a team that designed and implemented - social media programs, specialty marketing packages to improve competitive position of sales,

West Lafayette, IN, US

• Graduate Student Assistant in the PhD program at Purdue University.
• Studies included social media in hospitality, The place of the OTA in today's market, Revenue Strategy, Boutique Hotels, Service Differentiators.Guest lecturing provided for the following courses:
• Lodging Management – HTM 181
• Lodging Service Management – HTM 382
• Resort, Cruise and Entertainment – HTM 383
• Feasibility studies and Business Development in Hospitality and Tourism – HTM 499

• (concurrent)
• Provided strategic and operational expertise to the operations, marketing, human resources, and revenue operations of this small independent hotel and water park.
• Designed a specific target marketing program to drive revenue and lower costs.
• Created a staff development program.
• Implemented standardized HR programs increase employee satisfaction.

Greenwood Village, CO, US

• Oversaw and implemented cross-functional leadership for all Front Office and Revenue Departments, Permanent MOD, Corporate Sales Manager duties for RFP and LNR's, Responsible for Rooms Budget,
• Handled forecasting for all departments, P&L Review, Functioned as AGM for two area GM's.
• Increased net room revenue by 10% year over year in each year, through appropriate management of the RFP and sales process.
• Improved Guest Satisfaction to best in Region within first 6 months on the job.
• Created management development program that yielded 3 managers and savings of over $95,000.
• Analyzed annual budget and 30-60-90 day reports for the GM on all departments.

Mclean, Virginia, US

• Responsible for all Front Office operations and Guest Relation activity on behalf of the hotel.
• Promoted from AFOM to FOM in first 2 months after leading a Guest Satisfaction recovery from worst to first in the region using a combination of training and service marketing strategies.
• Created multiple programs designed to improve guest satisfaction.
• Developed a Front Office Day of Arrival Upgrade sales incentive program that generated over $42,000 in first 12 months.
• Designed a development program that yielded 3 staff members to management opportunities at our hotel and sister properties with a savings of over $110,000.
• Met or exceeded budget goals in all quarters.

Bethesda, MD, US

• Front desk manager, permanent MOD, and night manager for a 583 room downtown full service hotel.
• Implemented team building and leadership for all departments including F&B, FD, Engineering, HK, Security, and Banquets.
• GSS Champion - Team leader for implementation of GuestWare and Guest Recognition programs.
• Achieved all personal and departmental goals in 2000 and 2001. Stretch goal achievement in 75% of areas.
• Achieved 100% trust in supervisor in Associate Opinion Survey (AOS)
• Improved in every single AOS category with (5) 100% scores and an average in the mid 90's for my areas of responsibility.

Bethesda, MD, US

• Assistant Front desk manager responsible for running front desk shifts, mod duties, oversight of the bell staff, pbx, front desk and concierge departments.
• Project manager for beta testing of high speed internet product.
• Started a guest services department to improve guest relations
• Implemented an employee empowerment program for HK and F&B to enhance guest satisfaction.
• GSS property Champion
• Marriott Rewards Champion

Bethesda, MD, US

• Responsible for corporate guest relations final escalation point for Florida, Georgia, Tennessee and Alabama.
• Resolved guest issues and all resulting correspondence on behalf of senior Marriott leadership including J.W. Marriott (CEO), William Tiefel (President), William Shaw, and regional and property leaders.
• Provided support for Marriott's loyalty programs to SE Region hotels, including training and onsight assistance.
• Provided opening hotel support for Marriott Rewards to all full service acquisitions and openings in a four state region.
• Wrote and supported training materials for Marriott Rewards for Ritz Carlton, Marriott, Renaissance, Residence Inn, J.W. Marriott, Courtyard, and Fairfield Inn Brands.
• A member of the National Marketing Review Board for Marriott Rewards.

Bethesda, MD, US

• Promoted 7 times in 8 years.
• Job duties included reservation, trainer, Marriott Master Reservations (all brands), customer service - Marriott Honored Guest (now Marriott Rewards), Marriott Special Services, Telecommunications support, scheduler.
• Winner of 45+ awards for outstanding guest relations (Bill Tiefel Awards)
• Certified Marriott MARSHA and Reservations Master
• Certified OJT (Trainer)
• National Marketing Review Board

Masters Of Business Administration (Mba) (Cum Laude), Service Marketing, Management, Strategy, Marketing & Finance

Post Graduate Studies, Hospitality And Tourism Management

Business Administration And Management, General

B.S., Management & Organizational Leadership