Stacey Mullen Email and Phone Number

Responsible for creating weekly department schedules and optimizing labor to ensure productivity. Observes departments business to understand volume and staffing opportunities. Accountable for flawless execution of multiple Culinary and Teamster collective bargaining units. Process daily payroll including monitoring PTO, LOA's, FMLA, and all Attendance records. Approves and corrects time, adjusting department and job codes as necessary.

Responsible for managing the day to day operations of the VIP, Room Assignments, and Diamond Lounge Departments. Daily tasks include scheduling, payroll, ordering, hiring, training, coaching, updating DVM (Daily Visual Management) boards, responding to guest verbatims & fix its, all while maintaining a positive shift in Total Service scores. Accountable for the successful implemention of the “Self Check-In” pilot program. Coordinate with Sales, Convention Services, Housekeeping, Engineering, Total Rewards, Bell Desk, Valet, and Entertainment departments daily to ensure all guests requests are executed impeccably.

Responsible for the daily operations of the Front Office at a 357 key hotel, including the Front Desk, Night Auditors, At Your Service agents, Valet Attendants, Bell staff and Concierge. Improved the GSS Overall Satisfaction scores from 79.8 to 86.3, Overall Staff Service scores from 83.4 to 91.1, the Arrival Experience score from 85.5 to 89.1, and the Departure Experience score from 86.3 to 91.7, all during a 10 million dollar 2 year complete hotel renovation. During this renovation responsibilities expanded to room displacement analysis along with the guest satisfaction response. In collaboration with the Revenue Management team contributed to weekly forecasts, weekly revenue strategy meetings and initiatives, and built and loaded rates in FSPMS.

Responsible for generating revenue and building long term guest loyalty by developing relationships through personal contact, direct mail, database marketing, and telemarketing. Increased coded players coin-in by more than 2.2 million dollars year over year. Developed and implemented marketing promotions to ensure steady flow of high quality patronage. Planned, coordinated, and implemented all Player Development events, programs and initiatives. Promoted players club reward’s program to acquire new members with high potential. Increased market share and company profitability through competitive shopping. Conducted service training classes for all new hires. Oversaw team member recognition program for all guest comment cards.

Facilitated the conversion of a 475 key Marriott Branded hotel into a Four Points by Sheraton hotel in September 2004. Coordinated the initial hiring, training and service education for over fifty new employees. Responsibilities included direct supervision of the Front Desk, Night Audit, PBX, Bell Staff, Valet, Concierge, and Lost Prevention departments. Mitigated guest complaints; trained, hired, coached & counseled employees; monitored productivity; and budgeted and forecasted revenues and expenses. Implemented and oversaw a GSI Committee, which helped increase our satisfaction scores above 9.0. Maintained these scores during a multi million dollar renovation. Solely imported all Six Sigma required best practices as our properties only Six Sigma Green Belt. Task Forced at multiple hotels to assist with training and PMS conversions. Conducted Four Points of Service Training for all associates

Certified trainer for Sheraton Cares For You, ABC’s of Housekeeping, Rooms University (ARRIVALS), and the SPG (Starwood Preferred Guest) Program. Service Champion for the Sheraton Service Promise. Implemented and trained all hotel associates on these training initiatives. Responsible for payroll, budgeting, P&L statements, forecasting, and checkbook accounting for a 263 key hotel. Converted PMS system from FIDELIO to Galaxy.

Responsible for scheduling the Front Office team and meeting productivity goals. Evening Manager on Duty responsible for overseeing all departments within the hotel.

Solely responsible for the safety and security of the hotel safe containing a minimum of $21,000. Prepared deposits, tax exemptions and cashier reconciliation reports, charged no-shows and responded to billing inquires. Assisted with collection calls, posting credit card and check payments; performed routine bank audits and prepared monthly food and beverage cost analysis.