Ivan Osorio Email & Phone Number

San Jose, California

Director of Rooms DivisionDelivering to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Fairmont Raffles Hotels International (FRHI) Core Standards at all times.〈 Assisting in the preparations of the annual strategic plan and achieving the goals and targets therein〈 Ensuring that monthly financial projections and results for Rooms Division are accurate and on target〈 Coordinating the implementation and enhancement of service standards〈 Handling guest concerns, JD Power Alerts, Colleague Engagement Surveys (CES), and Leading Quality Assurance (LQA) results while ensuring an effective follow-up〈 Assessing guest feedback celebrating successes while solving challenges〈 Supervising Fairmont President’s Club members’ and VIPs’ stay during planning and execution

Acapulco, Guerrero, Mexico

Interim Director of Operations – Fairmont Acapulco Princess¥ Assumed authority for the hotel in the absence of the Managing Director¥ Oversaw the operation of the hotel¥ Studied about hotel services/features/activities in order to respond to guest inquiries accurately¥ Led and supported the operations leadership team¥ Endorsed and promoted FRHI initiatives and programs¥ Actively involved with community initiatives¥ Maintained safety and security throughout the complex¥ Managed guest issues or concerns¥ Maintained continuity with Managing Director programs and initiativesTurtle Dunes Country Club (TDCC) General Manager¥ Led and supported Golf, Snack Golf, Kids Club, Activities Center, Tennis, and Condominium administrators during the operation of their business units through a positive culture, clear expectations and policies, and procedural implementation¥ Developed and executed strategic plans, capital budgeting, cost control, and revenue generation¥ Created attractive programs leveraging the resources of the complex in order to add value to membership¥ Held responsibilities of positive board relations, communications, and Home Owners’ Association governance¥ Collaborated with the real-estate community to maximize sales and owner values¥ Actively involved in various industry and community initiatives¥ Acted as the spokesperson for the property and an ambassador for the Fairmont brand¥ Ensured that monthly financial outlooks for all departments were on time, on target, and accurate¥ Followed department policies, procedures, and service standards; followed all safety policies¥ Endorsed and promoted FRHI initiatives and programs¥ Ensured compliance of established standards and procedures throughout TDCC

Fairmont Heritage Place Franz Klammer Lodge

• Consistently offer professional, friendly and engaging service• Responsible for the overall management and strategic direction of the property• Responsible for positive Board relations, communications, and Home Owners' Association governance• Oversee the operations functions of the property• Lead and support all departments in the achievement of their financial and operational targets through establishment of a positive culture, clear expectations and policy and procedural implementation• Direct the preparation, presentation and subsequent achievement of the property's annual Operating Budget, Strategic Plan, Marketing & Sales Plan, and Capital Budget• Collaborate with the real estate community to maximize sales and owner values.• Oversee the residence rental program to maximize yield and return to owners.• Actively involved in various industry and community initiatives• Act as spokesperson for the property and an ambassador for the Fairmont Brand• Ensure that monthly financial outlooks for all departments are on time, on target and accurate• Ensure full compliance to property operating controls• Actively involved in the recruitment process of senior leadership positions within the property• Follow department policies, procedures and service standards. Follow all safety policies

Acapulco, Mexico

Delivering to guests and colleagues a commitment to service excellence through the effective implementation and delivery of Fairmont Hotels & Resorts Core Standards at all times. • Assist in the preparations of the annual strategic plan and achieve the goals and targets therein• Ensure monthly financial projections and results for Rooms Division are accurate and on target• Coordinate the implementation and enhancement of service standards• Handle guest concerns, JD Power Alerts, CES and LQA results while ensuring effective follow-up• Assess guest feedback celebrating successes while solving challenges• Supervise Fairmont Presidents Club members and VIPs stay during planning and execution

San Francisco Bay Area

Responsible for the leadership and management of all aspects of the Rooms Division in accordance with Fairmont policies, procedures and standards. Direct, implement and maintain our Fairmont Service Promise, which serves as a guide to respective colleagues. Promote the safety and welfare of hotel guests and colleagues while maximizing profitability. • Accountable for the financial success of the Rooms Division• Responsible for overseeing the successful implementation of training and development of colleagues• Prepare and administer timely performance evaluations according to hotel standards for direct reports• Maintain complete knowledge of and comply with divisional Fairmont policies, procedures and standards• Recipient of the 2008 Leader of the Year award

Dallas, Texas

Director of Housekeeping & LaundrySupervised 95 colleagues at this 551-luxury guest room hotel, ensuring delivery of Fairmont Standards in guest rooms and public areas. • Plan and coordinate staffing needs for Laundry and Housekeeping operations• Responsible for maintaining departmental expenses aligned to budget/forecast expectations• Ensure that par stocks (linens and amenity supplies) are maintained at specified levels• Sustain colleague performance at the highest levels while keeping productivity under• Elected Leader of the Quarter in 2007Trained and coached the colleagues of the Fairmont Heliopolis, Fairmont Towers Cairo, Fairmont Turnberry Isle and Fairmont Newport Beach Hotels, during their initiation into the Fairmont Standards and Procedures. Director of Front Office ServicesManages 53 colleagues from the Front Desk, Royal Service, Guest Services, and Reservations. • Elected Leader of the Quarter in 2006.• Champion of the Fairmont President’s Club and Property Manager.• Responsible for customer service and operational flow of business to meet strict standards of excellence. • Accountable for compliance of Fairmont Standards for employees and third party vendors (Valet parking, Business Center and shops). • Instrumental in driving significant increases in Guest Service scores (JD Power), Standards scores (Richey) and Employee Satisfaction scores (EES).Director of Revenue Management Responsible for the management and adherence to budget guidelines while achieving market share and EBITDA goals. • Preparation of budget and forecast in accordance with the Strategic Business Plan. • Maximized revenue by maintaining established selling strategy and monitoring rate levels. • Sustained excellent communication with the Sales department to ensure logic placement of business.• Implementation of new property manager and revenue management computer systems.