Daniel Hirsch Email & Phone Number

Los Angeles, California, United States

Manage the day-to-day Traffic Control and coordinate the activities of the locally and Internationally-based Traffic Control Agents dedicated to FlixBus operations in North & South America.* Responsible for situational awareness across all of the territories including the identification of abnormal traffic conditions and recommends improvements to mitigate response* Review actions including responses to incidents and modify performance gaps and suggest improvements for traffic maintenance activities* Coordinate and facilitate the emergency response structures for North & South America* Regularly exchange with other teams such as: Operations, Regional Operations Managers, Bus Partner Managers and Bus Partners to constantly improve quality, punctuality and performance; recommend measures to enhance these KPI's.* Assist the Human Resources team with aspects of recruiting, onboarding, new-hire orientation, benefits, chair the "FlixSocial" committee and perform additional Office Manager functions.

Los Angeles, California, United States

* Manage the day-to-day Traffic Control and coordinate the activities of the locally and Internationally-based Traffic Control Agents dedicated to FlixBus operations in North America* Responsible for situational awareness across all of the territories including the identification of abnormal traffic conditions and recommends improvements to mitigate response* Review actions including responses to incidents and modify performance gaps and suggest improvements for traffic maintenance activities* Coordinate and facilitate the emergency response structures for North America* Responsible for compliance with all Americans with Disabilities Act ("ADA") topics* Regularly exchange with other teams such as: Operations, Regional Operations Managers, Bus Partner Managers and Bus Partners to constantly improve quality, punctuality and performance; recommend measures to enhance these KPI's.* Assist the Human Resources team with aspects of recruiting, onboarding, new-hire orientation, benefits, chair the "FlixSocial" committee and perform additional Office Manager functions.

Los Angeles, California

Helped enable the start-up and expansion of a global bus/rail transportation company in the U.S. by recruiting, hiring, training, and managing a team of 20 including supervisors, traffic control and customer service agents, and an emergency manager. Recognized for improving processes, resolving issues, nurturing workforce morale, and always going above and beyond. Improved Key Performance Indicators including raising the customer-rated Net Promoter Score from 3.0 to 4.1 (out of 5) and On-Time Performance from 68% to 80%. Collaborated, trained, and maintained strong relationships with bus partners.  Earned “Chief Culture Officer” title for welcoming all new hires, conducting orientation, and bringing together and aligning a young and sometimes inexperienced group of employees into a Flixbus team.  Created and audited emergency readiness procedures including ongoing training and crisis drills. Identified performance gaps and responses in Salesforce and implemented improvements. Managed and responded to customer inquiries on social media platforms (Google Reviews, Yelp, Twitter), moving up scores on all platforms. Partnered with cross-functional teams in Finance, Government Relations, Network Planning, Marketing/PR, Global Customer Relations, and Regional Operations to prepare and review metrics on performance, safety, and customer satisfaction. Collaborated regularly in-person and virtually with international team at Flixbus headquarters in Berlin to ensure best practices and technology were utilized in U.S.  Led and managed $85K budget for “FlixSocial“ project. Planned all aspects (lodging, entertainment, food, transportation, and logistics) for a weekend in Las Vegas for 83 national FlixBus employees from multiple locations.

Santa Monica, Ca

Directed the startup and daily operations of new Amazon Studios Commuter Transportation program in Santa Monica. Recruited and on-boarded drivers, managing all operations and development.  Consistently achieved 95% on-time performance rating, incident-free safety record, and 100% compliance with Department of Transportation and Public Utilities requirements for maintaining vehicles.  Made real-time adjustments as necessary in routes and staffing to assure client satisfaction.  Created & hosted “info table” sessions with current & potential riders to solicit feedback. Printed maps & timetables for ready-review and served snacks and refreshments to emphasize customer service. Recognized for frequency of sessions and follow-through on feedback. Generated utilization reports and analyzed data to improve service.

Oue Skyspace La - Downtown, Los Angeles, Ca

Oversaw and managed the creation of a 30+ brand world-class observation deck attraction including Box Office, Tour Ambassadors, Tour Guides, Retail, Food & Beverage, and Events. Hired, trained, and managed a team of 80+ Assistant Managers, Supervisors, and Associates.  Directed day-to-day operations including scheduling, quality control, employee performance and development, payroll, safety, security, and maintenance. Developed and implemented a new City Highlights Tour Guide Program that enhanced guest experiences and increased dwell time in -and revenue for the attraction.

Los Angeles, Ca

Oversaw the day-to-day operations of the Housekeeping Department. This 150+ associate team included Room Attendants, Housemen, Public Areas, Utilities, Assistant Housekeeping Managers and administrative staff. Ensured the highest cleanliness standards were delivered for guestrooms and the property as a whole. Conducted room inspections, prepared and executed discipline and payroll. Performed regular inventory and prepared purchase orders for supplies. Worked cohesively with the Front Desk, Sales and Engineering Department to ensure guest satisfaction. 4DX (Four Disciplines of Excellence) Champion. Assisted property in maintaining a 4-Diamond AAA ranking.

Los Angeles, Ca

Oversaw the day-to-day operations of the Guest Services Department. This 40+ associate team included Bell Captains, Bellmen, Concierge, Doormen, PBX Operators and Service Express Runners. Heavily involved in the onboarding of new associates for the department. Prepared and executed discipline, coaching & counseling and performance reviews. Assisted with recruiting new associates. Expert user in Lightspeed Property Management System, StarGuest Response (property “Champion”), XETA Call Accounting and Timesaver Payroll systems. Developed and executed department meetings and ongoing safety & standards training. Partnered with HR for associate recognition events and New Employee Orientation.

Greater Los Angeles Area

Oversaw the day-to-day operations of the Front Office Department, including some Information Technology and Security oversight. Recruited, on-boarded & trained 10+ team members. Managed the hotel’s kid-friendly and pet-friendly programs. Responded to guest comments and managed hotel’s TripAdvisor.com reviews. (Advanced hotel from #107 to #55 out of 300 hotels in Los Angeles in the course of 14-months.) Increased Market Metrix “Overall Satisfaction” from 85.2 to 87.5, “Can Do” Attitude from 88.9 to 90.4 and “Service” 85.9 to 88.9. Increased Revinate.com score from 3.2 to 4.0 (out of 5). Expert user on Opera PMS. Participated in philanthropic activities including adopt-a-family, partnered with a non-profit organization and provided projects and work direction to adults with learning disabilities, volunteered in Venice Beach clean-up with Surfrider’s Foundation.

St. Paul, Minnesota

255 Rooms - Oversaw the day-to-day operations of the Guest Services (Front Office) Department. Managed a team of 10 Guest Service Agents including recruiting, on-boarding & training. Handled guest concerns & found effective solutions. Oversaw a very comprehensive gift card program. (Helped maintain a score of #1 out of 18 hotels on TripAdvisor.com) Expert user on Maestro PMS.

Miami/Fort Lauderdale Area & Shipboard Worldwide

• Managed a global team of 18 shipboard Crew Activities Coordinators to facilitate shipboard enrichment for the Company's 16,000+ at-sea crewmembers. • Worked with relevant Ship’s Management to ensure the best quality-of-life standards, such as recreation facilities, food quality and enrichment to reduce attrition and improve employee satisfaction. • Budgeted and administered an annual fleet-wide crew welfare budget of $3M. • Traveled regularly to fleet around-the-world to audit ship compliance in areas affecting Crew quality of life.

Shipboard, Hawaii

• “Entertainment Director” for the nearly 1,100 shipboard officers, staff and crew. • Oversaw all crew berthing assignments and New Hire/Shipboard Orientation for joining crew in collaboration with the Personnel Department.• Planned, coordinated and executed a wide-variety of enrichment and activities both onboard and ashore for the crew members in an effort to boost morale, make life onboard fun & rewarding and ultimately help reduce turnover for the company. • Oversaw the shipboard “S.T.Y.L.E.” (Service, Teamwork & YES Lead to Excellence) recognition nominations and planned and executed the monthly awards ceremonies.• Prepared and distributed a monthly newsletter for the crew describing events, activities and excursions available to them as well as various communication to the crew. • Coordinated and participated in regular community events including charity work, donations and beach cleanups in various ports of call. • Managed a monthly budget, chaired a “Crew Welfare Committee” to solicit and address concerns and organized employee recognition functions.

Shipboard, Hawaii

Oversaw day-to-day operations of the Reception Desk of a 2,200-passenger cruise ship. Trained a constantly-changing team of 8-10 union crew members in all areas of Front Office/Guest Services operations including cash handling, service recovery, the Property Management System (Fidelio Cruise) and the process for setting up for the next voyage.

Las Vegas, Nv

645-Rooms Oversaw the day-to-day operations of Front Office including Concierge, VIP Services and Butler teams. Recruited, on-boarded & trained new team members. Conducted many property walks and room inspections to ensure delivery of high standards. Greeted all VIP’s. Issued Las Vegas, NV Official Gaming Card. Performed some “player’s club” complimentary redemption.

261-Room Upscale Downtown property. New Property Startup Team. Oversaw general day-to-day operations of the Front Office Department. Supported for Front Desk Staff, Bellmen, Valet and Concierge associates. Performed "Manager on Duty” roles, ongoing training, discipline, coaching, reinforcement of brand standards and various special projects.

174-Room Suburban property. Oversaw all operations of the Front Office, ordering, budget, profit/loss, reviews, hiring/termination, support, "Manager on Duty" role, technology and various other projects. Additionally, oversaw Security and Guest Service Departments of the property.

423-Room Downtown Upscale property. New Property Startup Team. Began employment with W Hotels (and W San Francisco) as a line agent. Quickly advanced to Night Auditor, then Front Desk Supervisor and lastly the company's first "Whatever/Whenever" Manager - overseeing guest requests, service, and ensuring prompt and accurate delivery of guest service. Oversaw PBX Department at property.

212-Room Suburban Property. Supervised Front Desk operations, trained new associates on related systems. Performed night audit functionality as needed. Assumed “Manager on Duty” role during moonlight shift.

Bachelor'S, Hospitality Management

Hospitality Management Major with training in Hotel, Restaurant, Resort, Theme Park, Cruise Ship and Conference & Event Planning. Minor.

Associate'S Degree, Web Page, Digital/Multimedia And Information Resources Design, 3.25