Ryan Diller Email & Phone Number

Stowe, Vermont

Stowe, Vt

Stowe, Vt

Responsible for daily operations of the Front Office including Front Desk, Concierge, Bell, Car Valet, Door, Ski Valet, and PBX Operations.

As a member of the Executive Staff of the Resort, I am responsible for overseeing daily operation of 114 room lodging portfolio including all aspects of guest interaction from Reservations and Front Desk to Owner Services and Property Management to Housekeeping and Room Maintenance as well as the Resorts Child Care Center .Point of contact for all Condominium Owner requests and Owner Associations including RCI guests reservations and owner trades. In this position, I am the liaison between Bolton Valley Resort and the Owner Association and attend all quarterly Board of Director meetings as well as the yearly Owner meeting. I facilitate all property management agreements between the Resort and Owner Association and offer projects for the review of the Board to enhance the Owner experience at the Resort.Responsible for twice annual budgeting of the Lodging Department and weekly budget meetings with the Executive Staff to discuss staffing/purchasing corrections based on weekly P&L statements.Liaison between the Front Office of the resort and the Group Sales team to ensure all groups coming to the Resort are built in the Property Management System for rooming block and rates, all billing while group is in-house if correct, and all final payments are secured after the groups depart.

Leader of the opening team of the 110 key individually owned luxury condominium style lodging facility at Sugarbush Resort. Main responsibilities include: Implementation of policies and procedures and training to all departments of the resort, including Front Desk Operations, Concierge, Bell Staff, Ski and Boot Valet, and Housekeeping, as well as overseeing daily operations of the same departments. In addition, budgeting, room rate structure and packaging, interviewing, hiring and termination of staff, and condominium owner contact are under my responsibility.Integral member of the Springer Miller Systems property management system installation team, Summer 2006. Due to past experience with SMS, I was able to effectively convey the needs of the resort to the install team, as well as the ability to trouble shoot issues that have surfaced since the install.

Oversaw daily hotel front office operations for a 119 room luxury Inn including front desk, bell services, PBX operator, concierge, and reservations departments for a staff of 20 people.As a member of the executive management team, developed a relationship with all department heads to bring new ideas for operational improvement, and future amenities for guests. This team also analyzed current challenges of staff and guests to come up with solutions for fixing issues as they arose. Ensured highest quality of service for guests by managing and solving guest issues as they came up.

Responsible for overall security and safety of guests and employees of the 160-room luxury resort at the base of Jackson Hole ski resort. Oversaw training and coaching of all new staff and existing staff in all areas of the Front Office operations including check-in, check-out, reservations, cashiering, activities, night audit, and superior guest serviceMaintain the highest ADR possible by maximizing occupancy and revenue, while protecting rate integrity for all guests. Solving all guest issues to the Four Seasons standards to come to a mutual agreement that benefits both the guest and resort. Ensure all staff are prepared for current and future guests by reviewing all arrivals 7 days prior to arrival, as well as previous day to arrival. Ensure all special requests, special occasions, and special attention guests are highlighted in daily briefing with Front Office team.Knowledge of Guest Services (including bellstaff, doormen, valet car parkers), Concierge, Spa (including scheduling of massages, fitness room, pool/hot tub area), Gift Shop, and Activity Center (Winter Ski Valet, Summer Base Camp), Room Service, and Dining Room to be of assistance in times of need.

Responsible for overseeing all aspects of the rooms division including Front Desk, Reservations, and Housekeeping for a 19 unit luxury summer seasonal resort, as well as overseeing the operations of the on-site AAA 3 Diamond Award restaurant.Researched and implemented the resort's first e-commerce solution for all on-line booking channels including a website, travel websites and the GDS for travel agencies. Managed this distribution channel to realize yield strategies and maximize revenues to the resort. Implemented a "walk-in" rate program that generated 50 room nights in summer 2004 for over $13,000 in incremental revenue. Implemented first yield strategies the resort had by gathering past 3 years daily history to recognize need patterns, developed a front desk/reservations procedure manual, and developed new standards for the housekeeping department.

Responsible for overall rate and revenue strategies for a 134-room luxury resort hotel including rate tiering, special promotions, and package deals.Created historical reports to compare three years data of daily ADR and RevPAR, as well as market segment breakdowns between group and transient sales. Prepared and facilitated weekly yield strategy meetings, as well as weekly forecasts for all operating departments of the hotel. Responsible for monthly Profit and Loss analysis for reservations department.Managed all e-commerce channels including, but not limited to: Expedia.com extranet, Travelocity.com extranet, and NetRez (powered by Pegasus) online inventory tool. Utilized our online content tool to be the point person in our resort for all content changes to our website, as well as all changes to sites we are listed on.Oversaw all aspects of daily reservations department tasks and procedures. As Front Desk Manager, I was responsible for all aspects of guest relations including check-in/out procedures, ensuring all billing posted correctly, arranging all guest activities, and solving difficult guest issues.Technical Windows/Mac platforms ~ Microsoft Word ~ Excel ~ Springer Miller Systems (Visual and Character) ~ Skills CSS Reservations System ~ Resort Data Processing (RDP) ~ OPERA Property Management System