Jacob Westcott Email & Phone Number

Greater St. Louis

- Managed an 80-people team across Front Office, Housekeeping, Sales, Human Resources, Engineering, and Food and Beverage departments over 4 years, with 8 direct reports.- Cost Management: Researched and secured affordable health insurance options, saving the company while reducing employee contributions.-Retention Strategies: implemented new Housekeeping training bonuses, reducing turnover from 33% in the last 6 months of 2023 to 15% in the first 6 months of 2024.-Culture and Training: developed new cultural framework and service training program: with customer service scores in our surveys went up by 18 points.-Performance Management: created role-specific review forms to provide detailed and constructive feedback to 80 staff across all departments.-Talent Acquisition: Integrated JazzHR ATS after the previous system, WorkBop, ceased operations during COVID-19.-Revenue Management: Implemented and managed an automated revenue management system, achieving a 118.4 Revenue Generating Index for 2023 and increasing overall revenue over 3 years, by 4% annually following the departure of college students.-COVID-19 Response: Maintained profitable operations during the pandemic by negotiating a contract with a local university to house students for the 2021 school year.

Greater St. Louis

- Managed 45-people team across Front Office, Housekeeping, Human Resources and Accounting over 6 years, with 4 direct reports.- Operational Transition: Facilitated hotel's transition to independence by creating an associate manual, standard operating procedures, attendance policy and forms, resulting in $300,000 annual savings in management fees.- Created an upgrade incentive for Front Desk Agents, generating additional revenue and incentives for Front Desk Agents.- Assisted in reducing turnover from 53% to 42% by providing position-specific interview questions.- Oversaw transition from Time in a Box to Paylocity HRIS, streamlining HR operations.- Utilized Criteria Corp for testing during the interview process, enabling assessment of potential managers' intelligence and improving hiring decisions, providing personality assessments

Greater St. Louis

- Managed the Housekeeping Department from November 2013 to May 2014, achieving a low staff turnover rate of 28%, surging to 116% post-departure.- Developed and implemented an Excel attendance calendar to track and compare infractions, requested days off, vacation, and leave usage, later adopted company-wide for enhanced monitoring and planning.- Improved room cleanliness scores from 88% to 95% by instituting an inspector bonus program, driving higher standards of cleanliness and operational efficiency.- Collaborated with General Managers to standardize attendance tracking across multiple locations, fostering a culture of accountability and consistency.- Successfully maintained a stable and motivated housekeeping team, contributing to overall operational success and guest satisfaction.

- Guest Satisfaction: Elevated guest satisfaction scores by 20% by implementing personalized guest services and VIP treatment programs.- Team Leadership: Supervised a team of 25 guest services staff, including front desk agents, concierge, and bellhops, fostering a culture of exceptional service and operational efficiency.- Effective Coordination: Streamlined operations and communication between departments, ensuring seamless guest experiences across two restaurants, 1 bar, and 8000 square feet of meeting space.- Event Management: Successfully organized and managed over 100 corporate and social events annually, including high-profile functions, improving overall event satisfaction ratings by 30%.- Revenue Optimization: Implemented upselling and cross-selling strategies within the Guest Services team, leading to a 15% increase in ancillary revenue and additional service utilization.

Greater St. Louis

- Operations Management: Oversaw daily valet operations, ensuring efficient and timely vehicle retrieval and delivery, while maintaining exceptional service standards.- Team Supervision: Led and trained a team of valet attendants, focusing on customer service excellence, safety protocols, and operational procedures, resulting in high team performance and customer satisfaction.- Customer Service Excellence: Enhanced guest arrival and departure experiences by providing personalized, courteous, and prompt services, contributing to high guest satisfaction scores.- Safety and Security: Implemented rigorous vehicle handling and safety procedures, reducing incidents and ensuring the security of guest vehicles.- Performance Metrics: Conducted regular performance reviews and implemented incentives for attendants meeting service goals, driving continuous improvement and operational efficiency.

Associate'S Degree, General Studies

Bachelor Of Science - Bs, Hospitality Management (Not Completed)

Bachelor Of Arts - Ba, Business Administration And Management (Projected Graduation 2026)