Richard Ness Email & Phone Number

Northridge, Ca

Worked with Company Principal to transform the guest and tenant experience at every customer touchpoint for Bishop Ranch, Northern California’s Premier Office Park. Worked collaboratively with multiple departments and business types to elevate service, mirroring a stay at a Five-Star hotel.• Implemented Corporate Concierge and Retail Concierge programs including creating all training materials, recruiting and interviewing candidates as well as training employees, including extensive post launch follow-up to ensure program success and efficacy.• Trained more than 600 front-line employees in Hospitality Standards to create a measurable benchmark for all guest and tenant interactions. Focused on creating memorable moments that go beyond mere exchanges, creating an opportunity to build customer loyalty and synergy across property businesses.• Successfully created Concierge program, recruited and trained Concierge Manager and team, responsible for all Concierge Services including opening of City Center.• Facilitated 70% increase in Secret Shop scores for all food service touchpoints, including consistent 100% satisfaction scores for coffee bar experience.

Sedona, Az

Managed Housekeeping team of 26 including room attendants, house attendants, honor bar attendants, and overnight security with a constant focus on quality, cleanliness and heightening the guest experience. Also managed in-house laundry operations for resort including two supplier transitions, second resulting in a 36% annual savings to resort.• Successfully implemented Manager in Training program, offering young, rising talent within Kimpton the opportunity to learn from experienced managers while working in both front and back of house roles.• Created incentive program for back of house staff focusing on different skill sets monthly. From guest recognition to maximizing use of work order tracking system, identified skills that needed focus and successfully elevated service as well as service recovery.• Built team morale and solidified team loyalty during initial transition period. Upon arrival, property had been without a Director for three months and team felt both neglected by and underrepresented with management. Through recognition programs, monthly meetings and internal surprise and delights (fiesta breakfasts, surprise thank you gifts, visits from GM to recognize individual achievement), created team loyalty and built trust (100% trust score on annual Employee Opinion Survey).• Served as regional trainer for Kimpton University courses to build brand knowledge and develop employee skills and internal loyalty to brand.• Introduced liquor sales to in room mini bar sales resulting in a 28% rise in sales for this ancillary business.

Scottsdale, Arizona

Managed Guest Services team of 18 including Front Desk agents and Bell Staff. Ensured team was well-trained, motivated, ready and excited to provide memorable and unique guest experiences to drive brand loyalty and return visits to property.• Worked closely with Conference Services, Social Catering and Sales Departments to ensure that all details for group and VIP arrivals were flawless and well planned.• Managed responses to all customer satisfaction surveys, analyzing and providing guest feedback for team. Proven leader in turning guest experience around and building a relationship with guests by listening, acting on their feedback and being genuine and authentic.• Championed successful launch of Kimpton Karma Rewards and Guru property wide (company loyalty and CRM programs). Designed and executed property-wide training for all departments and coordinated execution of program launch. Also served as ongoing regional support for six area properties during training and launch.• Named Manager of the Quarter Winter 2013, Spring 2014.• Employee Opinion Survey score of 99 with virtually no negative feedback from team, only that Kimpton was an amazing place to work and that team loved their jobs!

Phoenix, Az

Worked collaboratively with multiple departments within the hotel to ensure the guest experience is memorable and exceptional. Received leadership award among training class of 100. Consistently acknowledged by guests and team members as service leader.• Oversaw and executed guest requests to create “Kimpton moments” and drive guest loyalty.• Worked with and supervised Front Desk and Bell staff to create exceptional service experiences.• Created award-winning guest amenities for Premier level loyalty program guests (“Inner Circle”).• Championed “Live Like a Local” initiative, ensuring guests are exposed to the best of local culture during their stay.

Worked with EVP and SVP of Operations to build the best service amenity in any luxury lifestyle center nationwide. Responsible for creating and launching new service initiatives as well as overseeing consistent delivery of memorable guest service at all properties. Managed a team of 75.• Recruited and trained opening concierge team of 58 (concierge, foodservice, etc.) for The Americana at Brand, a $400 million lifestyle center in Glendale, CA. Wrote all training modules and policies and procedures for staff. Opening received national coverage – The Today Show, GMA – and attracted 500,000 visitors in three days. • Supervised all Concierge Desk operations, including scheduling, coaching and counseling employees when needed and incentivizing team to consistently exceed guest expectations. Average Secret Shop scores at 95% or better. • Addressed all elevated guest issues. Communicated directly with dissatisfied guests with a single focus: to turn the guest around. Focus consistently on service accommodations to limit budget impact and prove our commitment to service.

Oversaw consistent delivery of exemplary service for all customers, internal and external.• Developed and launched customer service training for over 700 employees, creating consistently high standards and improving company customer service performance by 59% first year. • Managed over 50 annual events ranging in size from 100 to over 2,500 attendees. Worked with multiple services (catering, venue management, parking, entertainment) to dazzle tenants and employees and build brand loyalty. Budgets ranged from $500 to $100,000+.• Corporate communications expert for company. Wrote, managed and edited company websites (including re-design at time of IPO) as well as monthly employee and tenant newsletters.• Crafted signature Concierge Services program servicing more than 40,000 clients at 45 commercial office towers that resulted in a higher lease and occupancy rates.

Bachelor Of Arts, Communications/Mass Media Emphasis

Activities and Societies: Mortar Board, Student-Alumni Association President, Executive Director, UCLA Homecoming, Chancellor's Marshal

Education record

Activities and Societies: Leadership Excellence, People Management, Quality Service, Brand Loyalty, Inspiring Creativity

Education record