Kenneth Wayne Email & Phone Number

Oklahoma City, Oklahoma Area

21c Museum Hotels are North America's only museums dedicated to collecting and exhibiting contemporary art of the 21st century. 21c Museum Hotels is located in the Fred Jones Assembly Plant built in 1915, where the Ford Model T was assembled. The 21 C Museum Hotel is recognized as one of the 44 best new and radically redone hotels and resorts around the world of the past year.21c Museum Hotel Oklahoma City proudly boasts the following accolades:• “Best New Hotels In The World” - Travel + Leisure, It List 2017 • “Top 100 Hotels In The World” - Travel + Leisure, World's Best Awards 2017• “Top 15 City Hotels In The Continental United States” - Travel + Leisure, World's Best Awards 2017• “Top Hotels in The Midwest” - Condé Nast Traveler, Readers’ Choice Awards 2017Main job responsibilities include 1) Successfully drive and achieve measurable Customer Engagement improvement results, 2) Provide strategic direction based on the analysis of the voice of the customer; 3) Lead and successfully implement sustainable data-driven project initiatives to increase customer engagement, eliminate defects and execute innovation; 4) Partner with Leadership Teams to achieve the overall business and financial goals. Specific responsibilities include:• Supervise up to 40 customer service specialists handling Front Desk, Bell, Valet, Gift Shop, Spa, and Housekeeping services.• Monitor, evaluate, and coach team members to ensure they have the knowledge, skills, and attitude to provide superior service to all customers, whether consumer or corporate.• Analyze customer needs & make recommendations for additional products or services that will enhance customer satisfaction, productivity or profitability.• Liaison for and responsible for all on-site requirements for VIP’s, celebrities, government officials and 22 of the 30 professional NBA sports teams.• Implement Policies and Procedures for 21c Oklahoma City Transportation Service.

Oklahoma City, Oklahoma Area

Colcord Hotel is a luxury boutique hotel located in downtown Oklahoma City, Oklahoma. Colcord Hotel is a member of Historic Hotels of America, the official program of the National Trust for Historic Preservation. The Colcord Hotel proudly boasts the following accolades: Certificate of Excellence, TripAdvisor, 2015-2016Hall of Fame, TripAdvisorMy management experience included:• Oversaw daily operations and successes of Front Desk, Bell, Valet, and Coffee Service Hospitality areas.• Recruit new specialists and team members, including screening and interviewing.• Coordinate through customer contact and service channels to ensure that the customer experiences a seamless, consistent and positive view of the organization. • Examine existing customer service in terms of people, processes, economics & technology; identify priorities for change. • Used my project management skills to introduce and implement a new departmental training program for the Front Desk Staff.• Introduced new policies, standards and procedures to ensure current standards and policies are adhered to within the department.• Implemented new communication methods such as, “The Daily Colcord” in order to ensure optimal communication across all hotel departments.• Worked with General Manager and Revenue team on a weekly basis to generate the most effective sales strategies and optimize revenue.• Hold a successful track record of identifying trends based on predictions of customer preferences. • Provide guidance and strategic oversight in the development of documentation written for descriptive, reference, informational, legal, and instructional purposes.• Evaluates the effectiveness of learning and development solutions and programs, measures the business impact and return on investment, recommends and leads implementation of improvements.• Set the strategic direction for training initiatives to ensure the continuous improvement of the learning and development programs.

Milwaukee, Wi

The Pfister Hotel is a luxury AAA Four Diamond Award hotel in downtown Milwaukee, Wisconsin, United States. The Pfister Hotel is a member of Historic Hotels of America, the official program of the National Trust for Historic Preservation. The Pfister Hotel has the largest hotel collection of Victorian art in the world. The Hotel has held the AAA Four Diamond award for 37 years, since the inception of the ranking itself in 1977. My administration experience included:• Oversaw daily operations, successes, and ensured the standards of Front Desk, PBX, Bell, Valet, and Club Lounge.• Assisted in yearly Budgeting and Goal planning for the rooms division. • Oversaw new Pfister Club Lounge from concept to its current day successful operation, as well as, developed Pfister Club Lounge sales strategy; increasing sales by 100% and continued development and improvements to Front Desk up-sell program.• TripAdvisor 2014 Certificate of Excellence Award for consistent high praise by travelers.• Co-facilitated complete renovation of tower’s guest rooms while maintaining guest satisfaction scores.• On-site co-facilitator for hotel-wide phone system conversion• Developed intercompany web-based reservation program.• Developed and implemented an all-inclusive guest contact center creating a more streamlined, personalized and customer-centric staff program that improved customer satisfaction and guest retention.• Developed concept testing of a web-based guest compendiun that created a more interactive guest experience with an estimated annual savings of $12,000.

Oklahoma City, Oklahoma Area

The Skirvin Hotel at the corner of 1st Street and Broadway in downtown Oklahoma City is the city's oldest hotel. It is listed on the National Register of Historic Places and has celebrated the following awards:AAA Four Diamond rating from 2009 - 2012Ranked #1 in both Best Oklahoma City Hotels and Best Oklahoma Hotels by US News & World ReportTripAdvisor Certificate of Excellence Award for consistent high praise by travelersConvention South magazine "Annual Readers Choice Award"My responsibilities included:• P&L management and oversaw daily operations, successes, and ensured standards of Front Desk, PBX, Bell, and Valet were at the highest levels.• Promoted strong levels of communication within the department with pre-shift meetings to discuss the days events, groups, VIP’s, and celebrations, as well as, conducting departmental meetings• Worked closely with Sales and Revenue teams, in addition to attending weekly revenue meetings, to ensure maximum rate and occupancy were achieved • Voice of the Customer Ranking (Guest Satisfaction Scores) were ranked within the top 10% of Hilton Americas Hotels, each year finishing within the top 25• Assisted in yearly Budgeting and Goal planning for the Rooms Division

Phoenix, Arizona Area

F&G is the premier hospitality consulting firm helping businesses continue to grow and prosper. F&G provides services that encompass every aspect of the hospitality industry, including Secret Shopper/Quality Assurance, Cash Integrity, SOP creation and modification, Staff and Management Training, Market Research and Group Sales evaluations. My areas of focus included:• Evaluated staff performance on operational procedures and personalized customer service • Evaluated reservations and monitored for strengths and weaknesses• Provided detailed reports on operations, service quality and opportunities for improvement• Responsible for maintaining excellent client relationships • Responsible for maximizing revenues with existing client base through enhancement of services • Prepared recommendations to improve services and the overall guest experience to raise satisfaction levels

Scottsdale, Az

The Scottsdale Marriott Suites Old Town is a luxurious all-suites hotel located in the heart of Historic Old Town. Under my leadership, we raised associate opinion survey leadership index by 15 basis points highlighting our ability to motivate and empower our guest specialists. My areas of responsibility included.• User and Security administrator for all property applications • Responsible for all financial spending, budgeting, and results for entire Rooms Division (Front Office and Housekeeping)• Managed scheduling and productivity• Supervised and served as the lead contact for all customer care and guest satisfaction inquiries• Organized and coordinated all front of the house activities for Super Bowl XLII

Austin, Texas Area

Renaissance Hotels is a worldwide premium brand of hotels and resorts owned by Marriott International. Renaissance Hotels, Resorts, and Suites cater to an upmarket segment of the traveling public. My areas of focus included:• Completed period financials, invoice processing, departmental checkbook, and budgeting• Kept and maintained all inventory and placed all orders• Served as Guest Satisfaction Survey and Problem Free Stay committee representative• Implemented new bedding package; responsible for a strategy and execution of installation of new beds and soft goods• Property trainer for Marriott’s computer-based human resources program• Trained all Supervisors on Guestware hotel management software to ensure all work orders were completed and input properly• Developed Service Delivery Champion program to ensure expedient delivery of guest requests

Austin, Texas Area

• Completed period financials, invoice processing, departmental checkbook, and budget• Implemented Single Guest Image program, which integrated Marriott’s property management and Guestware software• Implemented daily sales strategy with the sales team to achieve perfect sells• Oversaw daily operations of Front Desk, Delighted to Serve, Guest Services, and Valet• Raised Guest Satisfaction Survey scores in categories of arrival experience; acknowledged as an elite member; resolved problems on first contact