Mark Hultz Email & Phone Number

Chicago, Illinois, United States

• Lead strategy to develop, test, and implement technical/business process solutions and operational best practices across Hyatt’s global hotel portfolio• Oversee day to day hotel level system and support escalations for global franchise hotels and 3rd party management companies• Improve portfolio heath metrics system wide; ensuring the team is developing and delivering enhanced tools focused on core KPIs• Manage stakeholder relationships between enterprise technology teams and hotels to streamline and implement innovative solutions• Develop strategic roadmaps to help enterprise technology teams prioritize development and resourcing• Partner with data architects to deliver operational insights; support translations for delivering relevant and actionable narratives to internal and external stakeholders• Deliver internal and external executive presentations to communicate operational performance value and overall vision for customer experience and company strategy• Enable, oversee, and guide all innovation and testing initiatives involving the global franchise portfolio, which include but are not limited to: operating systems, operational processes, brand programs, cost saving programs, revenue opportunities and initiatives related to profitability growth• Improve franchise fee income to Hyatt by driving 3rd party management company performance

Chicago, Illinois, United States

• Lead strategy to develop, test, and implement solutions and operational best practices across Hyatt’s Americas portfolio• Support brand direction for operational standards from COVID-19 pandemic• Provide direction and supporting content for Corporate communications delivered to all Americas franchise hotel stakeholders• Design and deliver hotel training to drive system and operational tool adoption • Manage framework for measuring franchise performance and tracking (operations and commercial services) to impact overall productivity • Enhance Hyatt’s global contact management strategy to improve profile data accuracy and storage• Optimize system usage by franchisees, driving increased system adoption and create compelling data stories to drive brand protection• Partner with corporate stakeholders across functional groups to ensure corporate alignment and awareness of portfolio pain points• Operations SME for new brand developed and launched; Caption by Hyatt

Greater Chicago Area

Responsibilities•Create collaboration opportunities for global field operations and corporate teams •Work with vendors (Oracle, Medallia, PredictHQ, Amadeus, Lobster Ink, Forbes Travel Guide, Revinate, Assa Abloy)Financial Impact•Identified opportunities for incentive compensation program based on tangible customer feedback•Partnered with finance and data science teams to correlate controllable internal metrics and external market metrics that link to overall business performance•Established operational performance targets and financial improvement plans to effectively track progress and accountabilityConsumer Insights & Loyalty•Determine voice of customer through user experience research, surveys, and interface testing to understand product value perception•Segment loyalty data to inform future opportunities to drive personalized experience•Tested and implemented efficient engagement touch-points leveraging technology and guest preferences (result of +5.2 points in overall customer service)•Partnered with digital team to educate colleagues on guest facing consumer products Systems Integration•Partnered with technology solutions teams to deliver on all workstreams•Served as operational business SME to identify areas of priority to advance capabilities within hotel systems•Optimized end user workflow to reduce time/resources spent on operational tasksColleague Tool Development•Developed and globally scaled operational and service delivery tools through 7 Tableau dashboards•Virtually launched programs to 3,000+ leaders across 60 countries to include process procedures, training guidelines and support resourcesQuality Assurance Program•Created a new product inspection program that scaled globally, and resulted in improved key performance indicators across all brands and consumer segments•Redefined global service recovery program by curating content and estbalishing key performance indicators across all brands and consumer segments

Greater Chicago Area

Greater Chicago Area

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

San Francisco Bay Area

•Managing all floor managers throughout property with constant communication and prioritization for the day to day needs of the hotel.•Responsible for rooms control; having an active roll in communicating reservation room needs between all departments including the front desk, group desk, and casino services.•Tasked with running and improving warehouse efficiency between all warehouses controlled by Wynn|Encore. •Utilize empowerment to handle guest issues, helping prevent escalation and further compensation.•Responsible for room upkeep and scheduled maintenance of every room while ensuring they are repaired and returned in an efficient manner; exhibiting a 5 Star Standard.

•Pre- blocking all special request reservations and prioritizing every incoming VIP guest.•Large group blocking for convention weekends and making sure all rooms have group request met throughout the entire stay.•Assisting agents with their check-in and checkout processes to help insure guest satisfaction.•Handle cashiering issues and investigate any discrepancies between the hotel and guest. •Acting manager at various down times tasked with guest issues and managing agents.

•Responsible for ensuring guest safety while upholding Venetian customer standards.•Trained in overall operations while performing personnel shifts resulting in responsibility delegation.•Security front door host placed in charge of guest screening including VIP and table lists.

Las Vegas, Nevada Area

•Opened all five Las Vegas locations; responsible for new hire orientation and service training.•Responsible for day-to-day operations for all Henderson restaurants.•Hiring and training manager for all locations•Consistently exceeded goals for all restaurants and successfully decreased inventory costs.•Responsible for all customer service issues and continuously coached employees to provide exceptional customer experiences.•Implemented cost control system including inventory, ordering, and scheduling.

Las Vegas, Nevada Area

•Responsible for day-to-day operations for one store.•Created a cost-savings program that was utilized by over 30 stores in my region leading to an average 7% inventory reduction per store.•Training/Opening manager for three new locations in the greater Las Vegas area.•Trained managers/employees on food cost, labor control, scheduling, inventory, ordering, micros, as well as basic job functions.•Established catering standards for all locations including product specs, marketing tools, and guest standards.•In charge of “Breaducation." A quarterly meeting of store managers introducing new products and standards being rolled out.