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.

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.

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.

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.

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.

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.

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.

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.

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.

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.