James Upton Email and Phone Number

Specializing in Health Based Private Insurance

■ Oversaw all aspects of operations, customer service, and financial controls to deliver exceptional service and drive financial success. ■ Directly supervised the Director of Sales, Director of Revenue Management, Accounting Manager, Front Office Manager, Chief Engineer, Director of Housekeeping, Bar Manager, Beverage & Food Manager, Security Manager, and Facilities Manager, and an overall staff of 50.■ Set department financial and service goals and mentored, coached, and trained Managers to achieve goals.■ Processed bi-weekly payroll, including managing benefits and deductions.■ Balanced hotel financials daily, compared with budget, and adjusted strategies.■ Conducted weekly 1:1 meetings with managers to review revenues, monthly P&L statements, staff items, guest service scores, and strategies to improve scores.■ Reviewed Marriott Corporate Standards to ensure compliance via the Marriott Global Source site to hold teams accountable and certified for Marriott review.■ Reported weekly financials, service scores, sales and rate strategies, and project updates to corporate office.■ Worked closely with the Director of Revenue Management and the Director of Sales to set rate strategies. ■ Served as final decision maker on all groups and corporate accounts to ensure fit with hotel financial strategies. ■ Talked with guests in lobby to inquire about their stay, via phone to handle disputes, and in response to reviews.■ Served as primary onsite IT contact to work with contractor to implement and manage systems and computers.Key Accomplishments■ Started as the opening General Manager 1 week before the scheduled hotel opening date and upon arrival the hotel was not ready and the Starwood opening team wanted to delay the opening until June 2016.

A full-service, 240-room resort with $30 Million in revenue and 250 employees.■ Managed departments to ensure revenue was increased through yield management and service recovery.■ Mentored and directly supervised 15 Front Desk Agents, 2 Front Office Supervisors, Bell Captain, 10 Bell/Valet Attendants, Lead Concierge, 2 Concierge, 8 Security Officers, Hotel Ambassador, and 2 Night Auditors.■ Indirectly managed the Spa Director and team of 25 attendants and therapists and the Car Service Owner.■ Managed hotel room inventory and rate adjustments to ensure maximum revenue.■ Facilitated weekly Rooms Division Meeting with Housekeeping Management, Front Office Management, and Security to discuss collaboration to improve guest experiences and increase revenues.■ Served on the Revenue Management Team to review financial reports weekly, set future strategies for rates and occupancy goals, and decide how past success or failure should dictate future strategies.Key Accomplishments■ Designed and implemented an incentive program for Front Desk Agents to upsell guests to premium rooms and earn a percentage of the upsell amount, which resulted in thousands of dollars in additional monthly revenue.■ Increased sellout efficiency from 11% to more than 80% in a few months, and maintained efficiency during tenure, which resulted in increasing revenue via corporate reimbursement structuring for reward stays.■ Developed the plan to bring spa services on property, which resulted in saving $50,000 in labor and a new revenue source; negotiated with vendors, coordinated fitness center restructuring, and changed to contracted labor.■ Hired and trained several associates to move onto leadership roles both within and outside the company.■ Saved several thousand dollars, over 2 years, on vehicle repair costs by purchasing new vehicles. Identified vehicles, negotiated with vendors, purchased vehicles, and started a service contract.

A full-service, 250-room hotel and conference center with 300 employees.■ Oversaw guest service scores to design and implement programs to exceed target survey scores.■ Served as primary Manager on Duty, handled all guest complaints, and responded to all guest surveys.■ Directly supervised 2 Front Desk Supervisors, 15 Front Desk Agents, 3 Night Auditors, 2 Security Officers, 2 PBX Operators, 3 Concierge Associates, and Valet/Bell Attendant Manager, and indirectly managed 20 Bell Attendants.Key Accomplishments■ Implemented an upsell program for guests, which generated more than $100,000 in additional revenue.■ Developed programs to increase guest service scores by 20% annually.

A full-service, 700-room luxury resort with 83 locations worldwide.■ Managed the daily leisure strategies for incoming guests, the department checkbook, and the department payroll.■ Directly supervised 3 Front Office Managers, 2 PBX Managers, and Valet/Bell Manager and an overall staff of 70.■ Served as the PMS Administrator to set up all access for new associates.

Largest independent hospitality management company in the U.S. with 40 luxury and upscale hotels, resorts, and golf clubs.■ Oversaw operations of a resort with 850 rooms and vacation rentals, golf courses, beach, pool, and conference center. ■ Member of the Director’s Group to communicate all executive policies and ensure departmental compliance.■ Directly supervised 10 Managers, controlled department budgets, and ensured accurate inventory.Key Accomplishments■ Integrated the SMS system so the 2 Front Desks (vacation rental and Boardwalk Inn) could check-in guests for the other, which resulted in increasing guest satisfaction and efficiency should guests arrive at the wrong front desk.

■ Oversaw operations for a 255-room hotel and conference center that generated $30 Million in annual revenue. ■ Managed hotel inventories and large groups to ensure room availability on day of arrival and future dates. ■ Directly supervised the Manager on Duty, 2 Front Desk Supervisors, Bell Captain, Fitness Center Manager, 3 Fitness Center Attendants, 2 Night Auditors, 12 Front Desk Agents, and 8 Bell Attendants.■ Project Manager for the PMS upgrade project to SMS; programmed the system for entire hotel, integrated it with Delphi multi-property sales and catering system, and ensured integration with other Destination Hotels properties.■ Managed a renovation project that included changing the number of guest rooms and public spaces; worked with vendors, reprogrammed PMS to accommodate changes, and managed room inventory.

■ Responsible for assisting the Front Office Manager in all aspects of Front Office Management■ Managed room inventory based on occupancy levels and group needs■ Balanced of the Resort's finances on a daily basis■ Completed the daily information summary for the entire Resort■ Acted as Manager on Duty for the entire Resort during shifts

■ Responsible for all aspects of the Front Office operations to include Front Desk, PBX, Bell Desk, Transportation, Night Audit and Concierge■ Supervised contract Security and manage all Incident Reports■ Managed room inventory■ Budgeted for the Rooms Division and maintaining budgets throughout changing demands■ Responsible for employment, training, employee reviews for exempt and non-exempt associates

■ Responsible for directing all aspects of Front Office operations i.e. Front Desk, PBX, Reservations, Bell Desk, Transportation, Night Audit, Concierge and Security ■ Responsible for supervision of the Housekeeping department■ Oversee the setting of Hotel rates and management of room inventory■ Budgeting for the Rooms Division