Mark Thurwanger Email & Phone Number

United States

Assist properties and management companies with day to day and large scale projects. In helping my customers, I have industry leading knowledge about improvement offerings and installations

Dallas-Fort Worth Metroplex

* Walk Buyers, Sellers and Renters through the process of getting their dream home sold, bought and rented.

Farmers Branch, Tx

* Responsible for all operations for this 400 unit apartment community* Worked with maintenance team to ensure that apartments were ready for move in after turned over from construction.* Worked with all team members to ensure that all details throughout the community were at the highest level of expectations and if not, how we rectify any issues.* Leased up community from my start at 56% to 99% prior to leaving the community.* Put systems in place to ensure that any items that needed attention were checked on a routine basis to ensure the highest quality community.* Ensured that all resident issues/concerns were met and completed within a timely manner, working with over 800 residents.

Farmers Branch, Tx

*Worked with many properties within Denton and Tarrant Counties. *Grow contracts for the regions I am responsible for*Create spreadsheets for tracking growth*Create user friendly graphs to show potential ancillary income for individual apartment communities* Assist where needed in other areas of this company to include warehouse, delivery, installation

Grapevine,Texas

• Prepared the 2019 Hotel Budget. Responsible for the financial management administration, policies and procedures to achieve property goals. Reviewed/adjust online room rates daily to ensure maximized RevPar and occupancy %. Continuous monitoring of rates against competitive set.• Oversee all areas of operations which includes Front Desk, Sales, Accounting, Food and Beverage, Housekeeping, Engineering and Human Resources departments for this 125-room hotel• Executed a due diligence and created a proposal to correct the challenges of the property. Assessed the property with the Corporate Engineer to determine major construction issues that included safety and security compliance, roof leaks and pest control• Implemented procedures to optimize all areas that were operating below standard and enhanced systems that were not optimized.• Responded to each and every guest phone call and surveys that came through Medallia (HySat) within 24 hours. Increased HySat scores year over year, in some cases 30%-40%+• Resolved challenges regarding the utilization of space throughout the property by increasing the functionality of the meeting spaces, laundry, Front Desk and storage closets to improve efficiency, effectiveness and employee morale• Transition the property to a new Property Management System as well as Implemented Hyatt’s New Elevated Breakfast, effective November 1st, 2019• Started the implementation of many projects to improve employee retention, guest satisfaction and overall asset performance before new Leadership took over the property

Grapevine, Texas

• Oversaw all daily operations for two hotels, totaling 301 guest rooms/suites and a team consisting of 50 members.• Implemented systems to improve effectiveness while managing inventory and reducing expenses while ordering supplies and still meet the demands of the business. • Increased labor performance by implementing standard procedures to better capitalize with storage space, time and inventory controls. • Executed procedures to increase the percentage of reclaimed stained linens up to 98%.• Carry out an extensive training program for all the department including cross training, which benefited many areas of concern to include: scheduling, productivity and company loyalty. • Trained and promoted several supervisors to Executive Housekeeper positions.• Assisted 9 sister properties to organize and streamline Housekeeping Operations as part of the Company Task Force Team. Traveled and trained Executive Housekeepers from other properties as well as other individuals such as the Corporate Operations Assistant in the overall operation and function(s) of the Housekeeping department. • Assisted in the Task Force to revamp a companywide scheduling tool- software, that would be adaptable at any property. Helped and trained the developer to understand our operational needs from: opening the house, closing out the house, Front Desk inventory to sell and the co-relation with the housekeeping status.• Successfully passed every Quality Audit for Marriott with extremely high ranking in the area of Cleanliness and Condition. Assisted in responding to each guest survey that came through within 24 hours.

Dallas, Texas

• Promoted to oversee the operation of the housekeeping and laundry departments from the sister property Hilton Anatole, making me a member of the hotel's Executive Committee.• Responsible for all Common Areas, Housekeeping and Laundry department for a 500-room hotel.• Manage a team of over 60 people.• Assisted with the budgeting for 2016.• Maintained productivity under budget and forecast for all areas.• Met and exceeded expectations for overall cleanliness of the hotel.• Hired and trained hotel employed team to reduce leased labor from 70% leased labor to 5% leased labor.• Cleaned and organized hotel from top to bottom which includes all storage closets, inventory closets and hotel’s garage storage spaces.• Managed (daily, monthly and annual) projects with outside vendors to successfully complete programs and initiatives.• Coordinate and managed multiple outside vendors to ensure that the property had all amenities and supplies necessary to function properly.• Increased Employee Satisfaction by 12%.• Successfully passed 2 Quality Assurance inspections with scores of 97% or higher. This was an improvement of 5% points compared to previous inspections.

Dallas, Texas

• Responsible for the implementation and training of Hilton's Global Labor Management System for one of the largest single properties in Hilton’s Portfolio. • Worked closely with the outside consultant to successfully complete the implementation over a three-month period. Stayed as the liaison for trouble shooting the program. • Work in coordination with all Division Heads, Department Heads and Managers to ensure that the standard productivity for each job accounting for 422 individual positions, is maximized to either meet or be below budget/ forecast. • Assisted in the 2015 Budgeting process regarding all labor and volumes for all jobs, outlets and rooms. • Respond directly to the General Manager and Hilton's Corporate Center for Operational Excellence. • Assist Department Heads and Managers in analyzing shortcomings in Labor Productivity on a weekly and monthly basis. • In charge of researching, analyzing and testing tentative projects that improve productivity costs by changing operation models that impact the operation and P&L in a single multi million dollar expense. • Daily, weekly and monthly review of the labor standards of 30 departments to ensure it lines up with the business levels while remaining below budget. This includes locating potential over budgeting to effectively save hours and dollars without sacrificing services.

Arlington, Tx

• Manage all areas of Front Office to include front desk, bellmen, area drivers, Sheraton Club and telephones.• Maintain Guest Experience Index scores to be within the top 25% out of over 200 hotels worldwide YTD.• Increased Employee Satisfaction year over year by 4% at a 93% employee overall satisfaction in this department.• Managed labor and expenses to be under budget and forecasts all months in position.• Reorganized department to increase efficiency and productivity while maintaining high levels of guest and employee satisfaction.• Starwood Preferred Guest (SPG) Champion for the property - Increased membership enrollment into Starwood's reward program and maintained high levels of membership experience and satisfaction. Highest levels, Gold and Platinum rank this property a 9.2 and 10 respectively.• Property "Super User" regarding all aspects of Sheraton Standards as set forth by Starwood.• Train and communicate to team expectations and how to execute any and all requests in a timely manner.• Managed to improve all areas that did not score high on QA throughout all areas of hotel.• Assisted Housekeeping Department when necessary.

• Manage all areas of housekeeping to include room attendants, house persons, lobby and pool attendants, room inspectors and supervisors.• Increased guest satisfaction regarding room and public area cleanliness while also increasing productivity needing less people to do the same work load.• Reorganized and cleaned all areas within department to make it easier to inventory and stock needed items in adequate locations.• Managed the project for a full rehab of all guest rooms.• In charge of selecting vendors and manage project time lines and inspect quality during this three month process.• Organized and deep cleaned laundry to become a processing plant instead of a storage facility.• Work closely with the Chief Engineer to communicate maintenance issues in all areas.• Implemented a deep clean program for all room to undergo after maintenance completed their Preventative Maintenance to ensure all rooms were refreshed completely quarterly.• Trained incoming Director of Housekeeping that had no prior housekeeping experience.• Successfully passed 1 LRA quality audit with a score of 98%.

Dallas, Tx

• Manage all housekeeping, public areas and laundry operations for a 258 room property.• Responsible for creating and executing a corrective action plan, while in receivership, implementing best practices that will allow to improve productivity, better manage CPOR and increase guest satisfaction scores while preparing to sell the property within a specific period of time.• Worked with all Starwood approved vendors and Starwood Corporate to bring property back to standard. This included ensuring property had all correct linens for guestrooms and that all 5 rooms that were out of order were put back into inventory to sell. This took coordination with 7 different companies to get these rooms and the hotel to a place that it would function properly and that the product exceeded guest expectations.• Worked extensively to create/ implement better standard operating procedures that would allow the front desk and housekeeping to work with synergy with which we were able to achieve new rooms operations goals.• Responsible for the motivating, scheduling, hiring, training and disciplinary actions for all housekeeping related associates. • Maintained a high level of loyalty and associate morale.• Assisted sister property (Marriott Fort Worth) in maintaining the highest level of cleanliness. • Worked with area hotels to donate what items were no longer needed after transition period.• Successfully passed 2 LRA quality audits with 99% or higher score.

• Responsible for consulting and following up with more than 42 hotels to ensure that the process trained upon is being upheld to its maximum potential.• Work with numerous General Managers and Corporate level positions and assist in retraining Directors of Housekeeping, supervisors, room attendants and all housekeeping support for multiple brands including Starwood, Hilton and Marriott and hotel management companies. • Project included working with EcoLab across the country in different cities to ensure that all properties laundry/ guest chemicals were correct and set up training for staff.• Training and re-training of housekeeping staff with various brands and management companies. • Assist all hotels within my region on how to more successfully budget housekeeping and lower operational and labor expenses while increasing guest satisfaction.• Recognized as leaders in this field of expertise by maximizing efficiencies and increasing levels of service throughout housekeeping and laundry.

• Respond directly to the General Manager.• Responsible for all day to day operations of Housekeeping for a 224 room Boutique-Style Hotel.• In charge of recruiting and training all new associates.• Supervise and manage supervisors, housekeepers, housemen, lobby attendants and laundry staff, making up 36 people and ensure cleanliness and freshness of all hotel areas.• In charge of the weekly schedule, payroll and purchasing.• Responsible for all supply and linen inventory.• Responsible for ensuring VIP rooms and suites are up to standards.• Perform as Manager on Duty on a rotation basis.• Managed complete renovation to include: mattress, linen and amenity upgrade.• Assist General Manager with annual budgeting.• Successfully passed 6 QA inspections at 98% or higher, which ranked us number 2 out of over 275 hotels.

Grapevine, Tx

Restaurant Manager • Responsible for day-to-day operation of complimentary breakfast and cocktail hour, lobby bar and sports bar/restaurant.• Responsible for ordering liquor for 2 bars and a complimentary bar in hotel.• Recruit new employees.• Stimulate staff to exceed AAA Four Diamond Rating.• Maintain labor standards.• Responsible for all end of month documentation.• Manager on Duty rotation.Assistant Director of Housekeeping• Responsible for the daily operation of housekeeping for a 329 suite hotel.• Supervise and manage housekeepers, housemen, lobby attendants and laundry staff, making up 63 associates and ensure cleanliness and freshness of all hotel areas.• Supervised major hotel suites renovation of soft goods in all suites. This included the installer and the supplier of the goods sent to the hotel. This took a total of 4 months to complete.• In charge of the weekly schedule and assist in budgeting, payroll and purchasing.• Responsible for daily supply inventory and monthly linen inventory.• Responsible for ensuring VIP suites are up to standards.• Perform as Manager on Duty on a rotation basis.• Successfully passed 4 QA inspections and 3 Corporate Audits.• Best in Business Award Presented by the Vice President of Embassy Suites.• Nominated Manager of the Quarter for 2nd quarter of 2003.

Las Colinas, Tx

Guest Reception/ Front Desk June 2002 – September 2003 • Morning house set up and completing reports such as the “Turndown Report” on a daily basis.• Assist in training of A.M shift.• Implementation of “Core Standards” and Standards Testing.• Coordination of arrivals: VIPs, Special Attention, FITs and Corporate guests as well as amenities to arriving guests.• Organize departmental meetings and team-building exercises to improve internal relations for a better working environment.• Coordination of tasks between key departments: Front Desk, Housekeeping, Guest Services and Rooms Service.Guest Services March 2000 – June 2002• Performed as bellman, Concierge, Valet, doorman and valet cashier.• Coordinate staff during special functions as doorman.• Nominated “Superstar of the Month” for May 2002.Membership Services November 1998 – March 2000• Created projects to better and more efficiently satisfy Sports Club Members and Executive Offices.• Worked closely and built relationships with membership of over 2,000 members.• Introduced procedures such as Training Manuals and updating computer systems in entirety.Golf Services September 1998 – November 1998• Managed Driving Range.• Ensured the comfort and satisfaction of members up to Four Seasons Standards.• Organized and maintained all areas up to Standards.

Bachelors, Hospitality Management

Real Estate, Realtor