David S. Email & Phone Number

Europe

During my time on Sabbatical, I:• Traveled across Europe by train, immersing in cultural experiences and enhancing Spanish, photography, and art skills. • Served as Front of House Manager at Relais & Châteaux Weeshuis Gouda, a luxury boutique hotel, from June to August. Oversaw front desk operations and guest services and ensured a memorable experience for all visitors. • Provided exceptional assistance in managing daily hotel operations, ensuring an exceptional guest experience for hotel and dining guests in the Michelin-starred restaurant LIZZ and restaurant COCO.

In my previous role as a Corporate Task Force Manager, I: • Delivered on-site support to hotels requiring Front Office expertise, resolving operational challenges and enhancing guest satisfaction through effective problem-solving and service improvements.• Trained and mentored Front Office teams to streamline operations, improve check-in/check-out processes, and elevate overall guest experience.• Collaborated with hotel management to identify and address key areas of improvement within Front Office operations, resulting in optimized workflows and reduced wait times.• Implemented best practices in front desk management, leading to increased efficiency and improved guest satisfaction scores.

Austin

In my previous role as Hilton Worldwide Task Force / Hilton Austin Training Manager, I: • Facilitated comprehensive training and support to guest services teams, enhancing service delivery and operational efficiency. Passionate about leading and developing others. • Conducted targeted training sessions for guest services staff, focusing on customer engagement, conflict resolution, and upselling strategies to boost revenue and guest satisfaction.• Provided expert guidance in Front Office revenue management, implementing strategies that optimized room rates and occupancy, leading to increased hotel revenue.• Worked closely with hotel management to develop and implement standard operating procedures (SOPs) for guest services, resulting in consistent service quality across multiple locations.• Played a key role in cross-functional initiatives to align front-office operations with broader business goals, ensuring seamless integration and improved overall hotel performance.• Assisted hotels with Front Office-related revenue management and guest services challenges to drive performance improvements.

Home Office In Austin, Tx

In my previous role as Regional Director Front Office, I: • Contributed as a key member of a select 14-person global team supporting all full-service and Luxury brands across the Americas, driving operational excellence and brand consistency.• Partnered with cross-functional corporate teams to enhance critical systems, including the Property Management System (PMS), Digital Key, Hilton Honors program, and Brand Management.• Developed and delivered content for monthly calls with over 1,200 hotels, revenue management professionals, and brand leaders. Covered essential topics such as service and technical training, IT updates, sales promotions, and brand initiatives, ensuring alignment and knowledge sharing across the organization.• Authored comprehensive handbooks and training guides for Brand Management, Digital Key implementation, and Hilton Honors, equipping hotel staff with the tools and knowledge to meet brand standards and enhance guest loyalty.• Facilitated on-site support to hotels facing challenges in guest satisfaction and revenue generation, implementing targeted strategies that improved guest experiences and maximized additional revenue streams.• Delivered in-property support for hotel openings and conversions, including training on Brand Standards, service protocols, and PMS operations.

New Orleans, Louisiana, United States

In my previous role as Director Of Front Office, I: • Stepped in during a leadership gap at The Roosevelt, transforming a struggling Front Office by boosting motivation, implementing strategic training, and establishing a clear vision. • The turnaround led to significant improvements in satisfaction scores, revenue growth, and sellout efficiency, with the Front Office and Guest Services achieving remarkable gains in guest satisfaction and team engagement.• Propelled the hotel's TripAdvisor rating from #26 in May 2011 to #4 through targeted initiatives that enhanced guest experiences and service quality. • Increased the Overall Service score from 75 to 82.54, demonstrating a substantial improvement in service excellence.• Led monthly performance evaluations for Front Office and Guest Services teams, providing insightful feedback to monitor progress, improve productivity, and identify opportunities for promotions or corrective actions. • Strategically enhanced personnel coverage by creating work schedules based on staff availability and forecasted demands, ensuring the consistent delivery of luxury Waldorf Astoria service. • Provided guidance and mentorship to new employees on Guest Service, Brand Standards, and upselling opportunities, delivering constructive feedback to enhance their understanding of job duties and drive performance improvements.• Efficiently managed daily Front Office operations, including monitoring office inventory to maintain adequate supply levels, ensuring seamless service delivery, and supporting excellent guest care.• Trained teams on best practices and protocols, fostering a culture of excellence and maintaining optimal productivity across the Front Office.

Park City, Utah, United States

In my previous role as Director of Front Office Operations, I: • Revitalized the Front Office department at Waldorf Astoria Park City, overcoming challenges stemming from a prolonged absence of a Director. • Implemented strategic leadership and training initiatives that significantly improved guest loyalty and satisfaction metrics, showcasing strong problem-solving abilities and effective management in high-pressure situations.• Successfully led the hotel, Front Office, and Guest Services to notable growth in key guest loyalty and satisfaction attributes, culminating in the property ranking among the top ten Hilton Hotels Worldwide and securing the #3 spot for Overall Service within Waldorf Astoria Hotels Worldwide by Q3 2010.• Managed the recruitment, onboarding, and training of new teams twice a year to meet seasonal demand, ensuring the consistent delivery of exceptional service during peak periods. • Spearheaded operational assessments, GAP analysis, and the rollout of new programs, driving improvements in guest satisfaction, revenue, and team engagement. • Established and nurtured long-term customer relationships through strategic account management and personalized service. Enhanced operations to align with current and projected demands, enhancing team performance and guest satisfaction.

Chicago, Illinois, United States

In my previous role as Assistant to the Director Front Office, I:• Managed daily Front Office operations, ensuring seamless service delivery and maintaining a high standard of care.• Mentored new employees on Guest Service, Brand Standards, and Best Practices, providing constructive feedback to enhance their performance and understanding of job responsibilities.• Organized and facilitated monthly meetings for Guest Services and Front Office teams, coordinating conference room availability and resources.• Conducted monthly performance evaluations for guest service team members, tracking progress, recommending promotions, and addressing performance issues through corrective actions.• Regularly assessed employee performance, motivating staff to boost productivity and achieve team goals.• Monitored office inventory and managed supply orders to ensure sufficient stock levels and smooth operations.• Trained and developed over 40 employees on best practices and protocols, effectively managing teams to maximize productivity and efficiency.• Oversaw purchasing and inventory management for office operations, ensuring proper equipment maintenance and cost-effective supply management.

Chicago, Illinois, United States

In my previous role as Training Manager Human Resources/Front Office, I:• Scheduled and managed a team in a dynamic airport environment, adapting to last-minute business fluctuations and ensuring seamless operations.• Effectively navigated challenges while working with a Beta version of the Property Management System (PMS), troubleshooting and optimizing usage.• Managed daily Front Office operations, ensuring consistent delivery of exceptional service and guest care.• Mentored and trained new employees on Guest Service standards and best practices, providing constructive feedback to enhance job performance.• Led and organized monthly meetings for a team of 40+ service professionals, ensuring alignment with business objectives.• Conducted monthly performance evaluations for guest services staff, monitoring progress, productivity, and recommending promotions or corrective actions.• Optimized staffing coverage by preparing work schedules based on availability and forecasted business demands, maximizing efficiency.• Recruited, trained, and developed a high-performing Guest Services team, driving corporate growth and productivity initiatives.• Coordinated office activities to ensure efficiency and compliance with company policies, while fostering a positive work environment.• Trained over 30 employees on best practices and protocols, managing teams to maintain optimal productivity and service standards.• Oversaw supply purchases and managed inventory for office operations and equipment maintenance, ensuring seamless functionality.• Enhanced productivity by managing accounts, coordinating itineraries, and scheduling appointments for clients and leadership.

Amsterdam, North Holland, Netherlands

Atlanta, Georgia, United States

Orlando, Florida, United States