Wayne Rose Email & Phone Number

In the role of Assistant General Manager (AGM) Responsible for the operation and management of the community in accordance withthe standards and guidelines of the Owners/Board of Directors, Discovery Management Group, and federal/state/local laws andregulations. Communicates and models a clear, customer focused vision, based upon a resident centered model of care. Ensures the community has an effective external business development strategy in place, with clear accountabilities assigned, canarticulate results, and adjust plan accordingly to maximize referral leads and move-ins. Develops a thorough working knowledge of state regulations, policies and procedures dictated for residents; ensures compliance. Ensures all resident administrative files are well maintained, current and in compliance with state regulations. Meets the financial targets with the goal to maximize capital partners' return. Functional knowledge of all operating programs including memory care, clinical, dining, and social programs. Adheres to the community budget. Ensures budgeted revenue is achieved or exceeded by maximizing occupancy and room rate. Reviews monthly financial statements, implements plans of action for deficiencies. Processes and submits monthly expenses and budget data timely per policies and internal business controls. Meets NOl and occupancy expectations. Oversees all departments, maintaining full responsibility for efficient operations and compliance with the financial goals established inthe approved Operating Budget.

New York, Ny, Us

Served as the Director of Housekeeping and the Director of Purchasing. Provided guidance and leadership to the Rooms Division,ensuring consistent compliance with hotel policies, and quality guest service while maximizing departmental profits. Indirectlyoffers supervision for the entire hotel as well as making policies and developing plans for carrying out work programs. Implemented and managed hotel's daily quality process including goal communication, associate improvement, and compliancewith Highgate standards of product and performance, service recovery and problem resolution. Disseminate feedback fromcomment cards, guest satisfaction and service failure measurements and coach accordingly. Interviewed, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommenddiscipline and or termination when appropriate. Communicated both verbally and in writing to provide clear direction to staff. Assigned and instruct Rooms Division Department Managers in details of work. Observe performance and encourageimprovement. Supervised the budgeting, forecasting, training, motivating, and staffing of the Rooms Department including:Telephone, Housekeeping Services, Front Office, Laundry, Concierge and Guest Services. Reviewed Security logs daily for significant incidents, and coordinate with department heads all enforcement of policy and/orimprovements in service needed. Worked closely with the General Manager in establishing and monitoring policies and heavy hotel activity. Planned andimplemented detailed steps or problem resolution by using experienced judgment and discretion. Supervised the budgeting, forecasting, of all staffing of the Rooms Department including:Housekeeping Services, Front Office, Laundry, Concierge and Guest Services.

New York, Ny, Us

Responsible for directing the day-to-day operations of 250 FTEs, assisting the director and/or senior director.• Managed strategic oversight, planning, and outcomes of the following sub-departments within building services: Cleaning, PatientTransport, and Linen.• Identified overall discrepancies within the first month of employment, controlling departmental expenses and saving thedepartment $15,000 - $21,000.00 using Kronos payroll system.• Ensured the departmental standard of customer service was practiced by all staff and management in the departments.• Worked with the director of building services to standardized work practices, policies, and procedures across all hospitalcampuses (Kimmel, TISCH, & Lutheran).• Directed the need for and frequency of weekly training and retraining of mandatory in-services as required.• Maintained history of attendance and oversaw the management responsible for training employees and supervisory staff.• Ensured training was up to date and/or on target for completion.• Worked with Environment Health Services to ensure employees were up to date with annual assessments and fit testing whilestaying current with new training methods.• Ensured the department safety program for patient transport was current, sustained, and in practice by all staff.• Ensured beds, stretchers, and wheelchairs were stored in accordance with regulatory rules/standards.• Directed the staff assigned to the equipment process.• Conducted rounds to ensure compliance to standards and expectations and provided support to the front-line staff.• Responsible for providing training, retraining, and guidance to the management and union staff, placing them in the best possibleposition to be effective and successful.• Represented the department in a wide array of meetings including those on infection prevention, environment of care, emergencymanagement, rapid improvement events, labor management, and in senior leadership meetings

Led property operations during the overnight shift.• Maintained agility by continually keeping up to date with service and product innovations within the luxury industry that yieldedfinancial profitability for the hotel, while ensuring 100% guest satisfaction.• Graciously and effectively responded to a wide variety of guest requests and issues.• Accurately assessed guests’ needs and requests daily while adding personal recommendations to achieve maximum customersatisfaction, all while complying with Forbes, LQA standards, and Four Seasons policies.• Promoted the concierge team’s outstanding external relationship with service providers, e.g., restaurants and ticket sales, whileensuring all guests were delivered a top-notch service experience.• Actively promoted spa and business center services.• Prioritized tasks/deliverables and procured the necessary resources to achieve day to day and short-term objectives for self andothers.• Maintained a lobby presence to support the team and interacted with arriving and departing guests daily.• Promoted a culture of healthy, constructive debate within meetings and ensured all viewpoints were heard before moving to adecision.• Monitored satisfaction and loyalty tracking (SALT) scores while ensuring staff followed all standards and procedures.• Managed the cleanliness and image of the hotel and the work done by employees and vendors nightly.

New York, Ny, Us

Managed all aspects of the department in the absence of the director.• Trained, supervised, and inspected the performance of assigned floor supervisors, dispatchers, house persons, room attendants,turndown attendants, and public area attendants, ensuring all procedures were completed to hotel standards.• Maintained deep knowledge of proper chemical handling while following MSDS and OSHA requirements, as well as protocolsfor equipment maintenance and use.• Anticipated, acknowledged, and promptly responded to guests’ needs.• Inspected guest rooms and corridors, public areas, elevator foyers, storage, and all staff areas for total cleanliness.• Maintained positive guest relations at all times.• Managed the work of contracted cleaners.

Directed front desk operations including communications, concierge, bellmen, pages, transportation, room inventory andavailability, guest services standards, and department policies and procedures.• Monitored and developed team member performance including, but not limited to, providing supervision, conducting counseling,and assessing service and satisfaction trends.

Managed, maintained, and monitored total cleanliness of all areas while improving the overall appearance of the hotel.• Managed bellmen, valet attendants, pages, and transportation areas while ensuring all employees adhered to hotel policies andprocedures.• Focused on all guest requests while ensuring all were handled with the utmost professionalism to 100% satisfaction of all guests.• Maintained lobby presence to support the team while interacting with arriving and departing guests daily.• Assisted airport operations with arriving and departing guests.

As manager on duty, oversaw all concerns or elevated guest requests, while giving frontline assistance and ensuring operationalconsistency within the building.• Increased overall Medallia scores from 72% to 97% over a three-month time period.• Tested and inspected service levels, acted as the onsite contact for meetings, and stepped in to assist when departments were busy.• Performed and maintained weekly payroll for housekeeping.• Managed a staff of 105 persons daily while providing outstanding services to all guests and team members.• Ensured all guest rooms, VIP rooms, and showrooms were ready upon client arrivals to the hotel.• Provided prompt and courteous service, resolved guest challenges, assisted with requests, and conducted follow-up calls.• Managed the operation of the laundry department, while ensuring every employee adhered to proper guidelines for machineryusage.• Ensured all guests items were returned prior to requested times.• Trained and retrained all laundry attendants, room attendants and housemen.

San Diego, Ca, Us

Managed a staff of 120 persons daily while providing outstanding services to all guests and team members.• Performed comprehensive training and retraining of all room attendants, housemen, and women, lowering all incidents by 10%.• Worked closely with the Sales department and ensured all VIP rooms and showrooms were ready upon guest and client arrival.• Provided prompt and courteous service, resolved guest challenges, and conducted follow-up calls.

New York, Ny, Us

• Managed and monitored room inventory systems.• Pre-assigned and blocked guest rooms and VIP’s rooms 3 days in advance.• Coordinated all VIP Rooms with Housekeeping.• Directed the operation with early arrivals, special requests and room turn• Met, greeted and resolved all guests requests and quires daily.• Worked closely with the Sales department and ensure that all VIP and Showrooms are ready upon the guest’s or clients arrival.

New York, Ny, Us

• Provided prompt and courteous service, resolve guest challenges assist with requests and provide follow up calls• Promoted Hotel services, amenities, up sells product and provide each guest with exceptional service.Achievements:Received “The Well Done Award” for continued excellence in achieving the mission of the Front Office.

• Assistant Guest Relations Manager / Assistant Sales Manager, conducted site inspections, prepared welcome packets for all groups and VIP's• Meeting and Convention, I oversaw the setup of cocktails parties, dinners, board meetings and beach parties on a weekly basis• Reservation, Front Office and Bell Desk I checked in and out guest, made reservation for transient guest, assisted with deploying luggage to guest rooms• Main Kitchen, I worked at a wok station, butcher shop, pantry preparing condiments and salads daily while ensuring HACCP, MSDS and OSHA standards are adhered to daily.• Housekeeping, I assisted the housekeeper in the preparation of 12 rooms daily• Laundry I sorted, washed, ironed sheets, towels, pillowcases, table cloth, etc.

• Internship training in Pantry, Pastry Shop and the Main Kitchen prepared condiments, fruit, crackers and cheese and vegetable platters daily.• In Pastry shop I assisted in the making of cakes, breads and worked on the pastry line in the dining room.

Implemented methods to safeguard the inventory of 3 million dollars on a daily basis.Managed a staff of 5 persons.Received, stored and distributed produce using HACCP, FIFO, OSHA and MSDS methods daily. Monitored all perishables, conducted monthly inventory while reviewing variances in all produce and products.

Supplied Hotels, Bakeries with spices, seasoning and baking products on a weekly basis.

Inspected, weighted all incoming goods against the actual purchase orders while ensuring that HACCP, MSDS and OSHA standards are adhered to daily.Communicated any discrepancies to the Purchasing Manager or the various head of the departmant daily. Kept a Spreadsheet of all items received daily that is updated to the Accounting at the end of each month.

Positions include:- Purchasing Manager - Storeroom Manager - Receiving Manager- Accounts Payable Manager- Accounts Receivable Manager - General Cashier

Bachelor’S Degree, Hospitality And Tourism Management

Diploma, Information Management And Computer Application

Education record