Nicholas Stead Email & Phone Number

Miami Beach, Fl, Us

Miami Beach, Florida, United States

Greater New York City Area

• Actively Championed the Taj Initiative Guest Engagement program. Through motivation and support of the staff, the team was able to achieve the top success in all Taj Hotels globally.• Piloted the Upsell Program to achieve results that improved each year. The program initially was producing $60k per year in 2015 before my employment and after my involvement, the program grew to $500k in 2016, $750 in 2017, and $1.2 Million in 2018.• Cultivated positive team environment and culture, seeing a rise in Employee Satisfaction Scores from 2015 into 2016 in all managed areas by 10% on a 5-point scale, achieving some of the highest satisfaction scores in the division. During entire employment not a single grievance was issued between managed areas and the union, contributing to a positive mutual relationship between the hotel and the union.• Promoted Trip Advisor score rigorously with internal teams as well as guests, seeing a rise as high as 16 from a score of 60 when I first joined the Pierre.• Maintained the prestigious Forbes Five Star and AAA Five Diamond awards for all years of employment, consistently seeing the highest scores hotel wide in the areas I managed.• Controlled and helped to improve financial success in the hotel in various areas such as saving over $100k annually by implementing a digital newspaper service which also promoted environmentally friendly efforts.

Sheraton Brooklyn

• Sheraton Brooklyn was in default status (below brand accepted score range) prior to my employment. Within the first year of my arrival scores were at an average of 8.2, exceeding even the brand average and benchmark.• Directly involved with on property revenue optimization by monitoring room inventory, pick up, communicating room type demand, and recommending rate strategies.• Developed a close and trusting relationship with all union and nonunion associates to ensure no grievances were issued.• Established and adjusted budget, monitoring expenses as well as tracked and made critique and improvements on hotel profit and loss, as well as action plan remedies to areas needing improvement. • Assisted General Manager with weekly reports reviewing brand scores, manager’s notes, and budget commentaries. Reviewed and provided commentaries on the Star report, as well as completed charge backs, and implemented improvement plans to reduce the amount of lost cases.

Four Points Soho By Sheraton Manhattan

• Volunteered to be a “Welcome Trainer” Starwood hotel’s complete overview to the check in process and guest experience. Following my certification, I organized and lead a training to help convert all Starwood hotels in RHG’s portfolio to the new approach for check in.• Directly supervised all Front Office team, and performed mystery checks on FD agents to ensure all standards were being practiced consistently.• Check in and out all guests exceeding brand standards, as well as train all staff to produce quality and impeccable work, and truly memorable guest service.• Acted as Social Media Champion for the property, responsible for posting engaging and exciting posts, while maintaining a high response rate, and creating ROI charts for Social Media promotions.• Upheld all job requirements and exceeded expectations of a Guest Service Agent while supervising a team.• Assisted in accounting department in Controller’s absence to assist General Manager in operations.

-Worked with local establishment to provide places of entertainment, as well as discounts.-Responsible for planning guest events both in house, and in the area.-Provided one on one guest interaction at evening social hours as well as having supplies and food readily available for the guests to enjoy during the events.

- Provided the highest levels of guest service, and ensure a pleasurable guest experience at all times.- Complete all night reports for all departments of the hotel, as well as oversee the supplies and make note of anything that needed to be ordered.- Successfully produced with a strong team a nearly 90% satisfaction rate from guests on several occasions.-Trusted with cash handling and dropping money as well as depositing cash at the bank.-Assisted in preparing the morning social hour, as well as greeting all guests and providing support as to establish a comfortable and professional environment for everyone.

Marriot Residence Inn Shelton, Ct