Reginald Stephens Email & Phone Number

Pasadena, Md, Us

Baltimore, Md, Us

Associate Executive Director

Baltimore, Maryland, Us

While remaining laser focused on delivering the highest levels of hospitality, and building a “team first” culture, I oversee the operations of Facilities Services, Housekeeping, and Community Life departments; this includes the Front Desk, Transportation, Salon and Spa, Security, and Health and Fitness.

Baltimore, Maryland, Us

Responsible for repositioning and rebranding the dining program through a $30MM+ community renovation. Consistent with my previous successes, Roland Park Place's dining and culinary staff members deliver on resident centered, superior quality hospitality services.

Louisville, Ky, Us

Provided leadership oversight for hospitality operations of the national operator of Independent, Assisted Living and Memory Care Communities, with 308 communities spanning 44 states employing over 1600 team members. As the National Support Specialist, developed and enhanced service levels for the community across operations with a total managed volume of $412MM, while maintaining compliance with standard state regulations.• Promoted a five diamond Dining Room and Room Service delivery experience by implementing training and updated equipment designed to assist a speedy delivery service mechanism for residents.• Enhanced the overall dining room experience by upgrading the dining room décor.• Re-branded the resident ‘snack bars’ to ‘refresh bars’ signifying cleaner, five diamond presentation leading to increased resident satisfaction and creating a sales differentiator.• Created a spin-off company – “Silver Chefs for Seniors” that introduced the novel concept of a home meal delivery program for seniors not yet ready to move into one of the communities.• Improved staff service levels by creating video training and a corresponding training manual for front of the house staff within all 308 accounts.• Facilitated increase in percentage of residents with a high satisfaction index of 4 out of 5 from 25% to 60%, by creating a ‘Never Say No’ service platform within the newly created server-training manual.• Championed an increase in resident feedback rate and overall resident engagement within communities by instituting resident survey kiosks throughout all 308 locations.

Boston, Ma, Us

Earned two promotions following highly successful tenures as General Manager and Sr. General Manager, overseeing all operations of the 400+ resident Integrace Continuing Care Retirement Community.Held responsibility of a portfolio of the four most critical communities, with resident numbers ranging from 210 to 450 (Independent living and under skilled nursing), employing over 250+ FTEs and 16 Managers with a total managed volume of $14.8MM. • Led and managed all aspects of operations of the communities, including Strategic Planning, Budgeting, Staff Training and Development, Expense Management and Control.• Strengthened Unidine/Client partnership by designing and implementing resident food and nutritional programs that led to reduced expenses and increased resident satisfaction.• Achieved adherence to financial targets by streamlining systems and accountability.• Introduced several initiatives for residents such as “Dining with the Director”, “Weekly Kitchen Tours”, adding Bistro concepts, decentralized dining, “All day dining”, and “Memory Café”.• Created initiatives such as Tier 2 programs to develop succession plans and promotional staff opportunities for my company and “Wind Down Wednesday” to encourage interaction amongst our client’s team members.• Ensured a solid relationship management and communication model that helped increase client satisfaction and engagement along while securing an additional 2-year client agreement.• Chosen as a center of excellence by Unidine in 2014, where new managers were on-boarded and prospective clients were toured and familiarized with company operations and brand standards. Resulted in the company securing multi-year contracts in NC, SC and FL.• Turned around a troubled operation through process redesign and individual ownership.• Selected by the Integrace CEO to be a member of their Culture Steering Committee.

Us

Led a team of 185 staff and 15 managers, overseeing hospitality operations of fast paced, multi-faceted college dining program, ranked in the top third of Colleges and University’s food service rankings.Maximized student and parent satisfaction through effective management of food operations and introduction of student friendly initiatives such as Sterling Brunch, fresh squeezed juice and fresh cut French Fry Program.• Led an increase in revenue from $10.8MM to $13.5MM while increasing YoY profit margins.• Directed 15 managers and over 200 hourly employees through multiple organizational changes.• Reduced FTE’s 3% each year while adding to the quality of the program in a Collective Bargaining Unit environment.• Exceeded yearly food and labor targets each year by over 3% for multiple unit operations. • Created benchmark labor systems securing East Region award for highest overtime reduction.• District Safety Champion facilitating reduction in OSHA incidents by over 36%.• Led a 5% increase in YoY voluntary meal plan participation through revamp of menus.• One of 20 managers nationwide interviewed and selected to attend ARAMARK’s Advanced Development Program.

Philadelphia, Pa, Us

Operated daily in an upper upscale CCRC with over 1500 residents. Ranked 12th largest in the United States.

New York, New York, Us

Effectively led the food and beverage operations of hotels in multiple large city centers ranging from 250-600 rooms and revenues of $15-18MM.