Eric Reid Email & Phone Number

New York, Ny, Us

San Francisco, California, United States

New York, New York

- Employed control and authorization over all aspects of onboarding and continuous training for 1,400 team members across 15 departments, including creating meticulous training calendars.- Advanced employee skills in guest interaction and service enhancement by focusing on topics that discussed adding value for price paid, personalizing the guest experience, supporting adaptability, and sustaining motivation.- Devised and implemented methods for improving guest satisfaction and loyalty, resulting in record-high guest satisfaction scores.- Piloted a successful TripAdvisor incentive program which rewarded crew members who were mentioned in positive reviews, ultimately boosting hotel ranking by 62 positions and rating from three bubbles to four.

New York, New York

Miami/Fort Lauderdale Area

- Planned and executed initiatives for club-wide recruiting, onboarding, training, and development for approximately 415 team members.- Determined training needs of department heads and designed a four-hour team and leadership training class to convey the vision and mission of the club and promote quality performance, improving LQA Audit score by five points.- Implemented a dynamic new hire orientation program to introduce team members to the club philosophy, communicate expectations, and increase employee commitment.- Directed the launch of PCI (Payment Card Industry), PII (Personally Identifiable Information), OSHA, Discrimination/Sexual Harassment, USDA, and Bloodborne Pathogens training to ensure legal compliance and reduce worker comp claims.- Instituted a Leadership Effectiveness series on Email Etiquette, Coaching and Counseling, Review Writing, Interviewing, Employee Engagement, and LQA Audit Preparation, resulting in the highest overall LQA Audit results in club history.

Miami/Fort Lauderdale Area

- Responsible for the recruiting, onboarding, and ongoing training of over 130 housekeeping associates, including room attendants, house attendants, public space attendants, dispatchers, shampoo attendants, and supervisors.- Developed a supervisory team to inspect for the highest levels of quality and cleanliness, resulting in improved guest satisfaction scores in the areas of guestroom bedroom and bathroom cleanliness.- Coached associates as needed to further develop team members and to ensure expectations were clear and exceeded.- Developed training calendars monthly focusing on areas of opportunity and discussed daily during pre-shift meetings.- Coached associates as needed to further develop team members and to ensure expectations were clear and exceeded.- Consistently worked to develop ideas and implement suggestions to improve the department.- Met with department trainers quarterly to ensure collaboration, consistency in training quality and methodology, and a focus on continuous improvement.

Miami/Fort Lauderdale Area

- Observed hotel operations and worked with Division Leaders and Department Heads to identify opportunities, develop standard operating procedures, and deliver training. This resulted in a 24% average increase in check-in process and overall customer service scores and a 20% average increase in food and beverage service satisfaction scores.- Conducted daily service audits and mock LRA audits. The results were used to give positive feedback and on-the-spot coaching to team members, which ensured consistency throughout the operations.- Actively participated in departmental pre-shifts and meetings to coach managers and associates to enhance communication.- Leveraged the talent of hourly departmental trainers by engaging them in all service improvement initiatives.- Coordinated and conducted service training for new hire orientation.

Greater Atlanta Area

- Responsible for the managing and coordinating the Service Express, Refreshment Center, and In-Room Departments (all union departments).- Conducted regular meetings with the supervisory team and staff to train and review all information pertinent to improving associate and guest satisfaction, including guest comments, guest satisfaction survey results, and associate satisfaction survey results.- Consistently reviewed department profits, expenses, and other P&L information to make adjustments and increase hotel profitability.- Increased departmental productivity by over 40%, leading to year-over-year payroll savings of over $150,000.- Implemented new ideas within the department, which decreased response times for guest requests and defects by over 50%.- Revamped the recognition and rewards program for associates, which increased associate satisfaction and ultimately led to the highest overall guest satisfaction scores for staff responsiveness and in-room dining experience in over 6 years.

Greater Atlanta Area

- Ensured the successful completion of the Building World Class Brands training for all 510 required Westin associates and an additional 54 non-required high guest contact contract associates by the Westin brand standard deadline.- Developed and co-facilitated, with the human resources team, supervisory and management training weekly to increase leadership team’s capabilities.- Developed and facilitated guest service training for one of Starwood Hotels & Resorts largest corporate accounts.- Developed and implemented new ideas to reward and encourage associates to consistently display highly effective behaviors to both the guests and each other.- Learned the technical skills of a Human Resources Manager to better assist in the absence of the managers.

Greater Atlanta Area

- Responsible for overseeing the afternoon and evening operations of the Front Office, Guest Services, Colony Club, Concierge, Food and Beverage, and Housekeeping Departments.- Trained, developed, coached, and counseled staff daily to create favorable lasting impressions and experiences with all hotel guests and other clients.- Consistently developed new ideas to motivate and inspire associates. - Monitored and reviewed guest comments to identify areas of improvement then shared the information with associates to assist in improving guest satisfaction.- Attended Rooms University and obtained certifications as a trainer in ARRIVALS, the ABC’s of Housekeeping, Starwood Preferred Guest, and Starguest Response.

Greater Atlanta Area

- Worked closely with the Revenue Manager to ensure strategies are in place for future sellout nights.- Participated in or facilitated all communication meetings within the front office, guest services, and the bell stand.- Consistently worked with other departments to ensure the smooth handling of VIP’s, Starwood Preferred Guest members, groups, and frequent guests.- Prepared and conducted mid-year and annual performance reviews to give associates accurate and consistent feedback on job performance.- Successfully managed 17 oversold nights Oct. 2005.

Greater Atlanta Area

- Assisted the Guest Service Manager in overseeing the operations of the Front Desk, PBX, Concierge, Bell Stand, Night Audit, the Club Lounge, and Reservations.- Resolved minor to very serious guest issues (billing, service, and property) in a timely fashion in ways that benefit both the guest and the property.- Trained staff to consistently exceed guest expectations and meet goals for quality and customer satisfaction.- Created employee schedules that minimized labor costs while maximizing productivity.- Held monthly meetings and team building activities to promote teamwork, build morale, and motivate.

Greater Atlanta Area

- Assisted the Director of Revenue Management in pricing and rate strategies.- Assisted in Front Desk, Guest Service, Bellman, Concierge, and PBX duties.- Averaged a score of 97.1 on all Mystery Shopper Calls including 17 perfect scores.- Improved the Mystery Shopper Score Ranking for the management company from 16th (last place) in December ‘03 to 3rd place by June ‘04.- Promoted to Assistant Guest Service Manager for consistently exceeding guest expectations in Reservations and at the Front Desk.- Trained a new reservations agent who met all quality standards and averaged a score of 96 on Mystery Shopper Calls.