josh harper resume 2016

Joshua Harper955 Westcott St. #77Houston, TX 77007Phone: (512) 699-8788Email: [email protected]

HOSPITALITY SKILLS Managed hotel through ownership change Managed hotel through ownership change Cross brand experience and training Many task force assignments Increased GSS scores Hands-On with guests and associates Sound revenues and expenses forecaster Capital expenditures Hilton OnQ System Hilton Hotels Rate and Inventory (R&I) Forecast Management System (FMS) Opera Hyatt's Reserve system Marriott's FOSSE system Hotel Effectiveness Profitsword M3 accounting software Medallia Microsoft Office Suite trained Serve Safe certified Completed Remington Hotel’s managerial training components Priority and Elite Completed Hospitality Ventures general manager training class Participant in Hospitality Ventures first Leadership Excellent Development Program

PROFESSIONAL EXPERIENCE

Hospitality Ventures Management Group July 2011 - PresentTask Force General Manager Country Inn & Suites (Athens, GA)

Help guide hotel through sale and ownership change. Work to maintain #1 position on Tripadvisor. Have increased GSS scores by 10 points, 80%, in first month at property. Lead hotel through re-licensing of whole F&B operation and pool facility.

Courtyard Naples Marriott (Naples, FL) Manage day to day operations of a 102 room select service hotel with 32 employees. Complete hotel's daily accounting work, including deposits and balancing daily accounts. Posted all invoices for Accounts Payable. Took over during hotel renovations and managed the successful completion the of Marriott PIP

renovation. Worked to clean up Accounts Receivable ledger and collected more than $20,000 in few

three weeks at hotel. Increased service scores the first month at hotel by more than 40 points. Focused on improving food and beverage cost by improving inventory process, implementing

cost control and restricting access to storage areas. Worked to improve hotels green footprint and reduce electrical bills by having motion

sensors installed in all storage area and closets, had only LED, T8 and CFL light bulb installed throughout hotel. First three months (total $13,747) had a savings of $3591 compared to the previous 3 months (total $17,338).

Started recycling program for used guest soap. Contracted a recycling company to recycle cardboard and plastics.

Working to improve overall hotel flow by reducing and preventing overtime, started departmental checkbooks for expenses, sourced new vendors and eliminated unnecessary positions.

Doubletree Pittsburgh - Meadow Lands (Washington, PA) Lead team through GM and DOS change. Tasked with improving GSS scores for hotel on critical care. Focused on improving guest interaction at breakfast and front desk. Created and implemented new preventive maintenance program for engineering department. Organized several manager outings to improve teamwork and communication.

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Courtyard Rockaway - Mt. Arlingotn Marriott (Mount Arlington, NJ) Manage day to day operations of a select service hotel. Complete hotel's daily accounting work, including deposits and balancing daily accounts. Process all hotel AR and AP. Worked with corporate revenue team to drive rate and increase occupancy. Forecasted revenues daily for complete accuracy. Participate in daily Sales meetings. Manage and complete all End of Month accounting, processing and paperwork. Helped hotel to become ADA complaint according to New Jersey and federal laws. Transitioned hotel from Marriott GSS service scores to Medallia based guestVOICE. Processed CapEx requests and oversaw implementation of those requests. . In November 2013 hotel had a perfect GSS overall service score.

DoubleTree Mahwah (Mahwah, NJ) Worked through a General Manager change. Trained new General Manager on company procedures and tools. Implemented new night audit procedures and checklist to streamline process and save time for

auditor to have more time to interact with guests.

Assistant General ManagerHyatt Regency North Houston (Houston, TX)

Responsible for all operations of 335 room hotel. Working to improve revenue and service scores for recently acquired hotel that was in the bottom

quarter of Hyatt hotels. Increased GSS/NPS score the first month by 24.2 points. Improved NPS by average of 15

points per month GSS/NPS for 2015 increased 5.6 points year over year. Establishing new guest service culture for all service positions. Speak first to guests, 10/5 rule.

Smile at all times. All positions to engage guests, including housekeeping and engineering. Overseeing forecasting and expenses/labor controls for room department. Responsible for completing all capital expenditure requests and tracking. Organized whole hotel guest room PM and cleanliness program to bring guest rooms up to Hyatt

standard. Worked to increase ADR by $3.85 year over year during my tenure Continually working to increase guest room revenue while controlling expenses and labor to

ensure proper and increased flow. Flow increased 8.7% year over year during my tenure.

Hyatt Palm Springs (Palm Springs, CA) Oversee all operations of hotel with focus on Room and Food & Beverage. Reviewed payroll for all departments and approved schedules. In charge of tracking and processing all CAPEX needs and requests. Responded to all online guest feedback (i.e. Tripadvisor, etc.). Worked with team to decrease overtime and meal penalties YOY. Completed several accounting procedures including daily cash, payroll and other duties in absence

of controller. Worked as F&B manager in absence of F&B director. Improved F&B GSS/NPS scores by 30 points in first month. Had 3 months F&B GSS/NPS score over 60%. First time in more than 2 years. Worked daily to improve GSS/NPS. During my tenure we had 3 of the highest month total scores in

the past 3 years for the Hyatt Palm Springs. Put in place several beverage controls and improved beverage cost month over month during 5

months of F&B oversight. Improved beverage cost by 12% during tenure as interim F&B Director. Improved labor costs by minimizing meal penalties and decreased overtime. Focused on improving pool F&B revenues YOY. With largest increase in pool revenue in 2014

during the 5 months as F&B manager. . Improved hotel ADR YOY with highest growth in 2015. Helped to improve and grow house profit in 2014.



Hilton Houston Southwest (Houston, TX) Direct report for all department heads. Reviewed hotel labor daily. Worked with first time Housekeeping manager to install SOP's. Helped develop housekeeping staff to increase GSS service scores and QA score. Twice in two years Housekeeping received a perfect QA score. Directly oversaw whole F&B operation for six months during managerial search. During that time

staff was streamlined and re-positioned to maximize efficiency and productivity. Responsible for Hilton QA audit. Improved QA score by five points giving hotel the highest QA

score in more than five years.

Rooms Division ManagerHilton Houston Southwest (Houston, TX)

Oversaw multiple departments relating to guest service and guest accommodations. Focus was on improving SALT scores with a streamlined staff all while increasing revenues.

Hotel’s service scores increased 12.2 points in the time, and cleanliness scores increased 14.7 points.

Created new training methods for both housekeeping and the front desk. Re-positioned several associates based on their strengths to increase guest service. Restructured hotel’s “My Way” guest compensation and saved $4000 in one month. Created new standards for the Executive Lounge for increased guest service and efficiency. Helped hotel become fully compliant in all housekeeping and front desk deficiencies for the QA

inspection.

High End System a division of Barco Inc. July 2010-July 2011Nonconforming Material Coordinator / Purchasing AssistantHigh End Systems (via AeroTek Staffing) (Austin, TX)

Responsible for obtaining RMA numbers to return defective materials to their manufacturer. Updated all purchasing information (i.e. product and vendor information, product availability, and

more). Organize all nonconforming material for storage prior to its return. Updated weekly and monthly reports on all credited and reworked materials. Created purchase orders for smaller commodities. Place orders for items as needed. Liaison for purchasing manager and quality control department.

Remington Hotels August 2000 - May 2010Housekeeping ManagerHilton NASA Clear Lake (Houston, TX)

Responsible for all aspects of cleaning a full service four star hotel. Schedule staff of thirty for laundry, lobby service, floor aids, and room attendant service. Order supplies (using a declining balance) for a perpetual inventory. Conduct monthly audit of linen and terry inventory for 250 room hotel. Organize weekly training and began incentive program to increase room cleanliness scores. The first two months saw an increase of 10% in both room cleanliness and housekeeping

helpfulness. Cross-trained all laundry attendants, lobby maids, and housekeepers in each aspect of

housekeeping, thus allowing for a more flexible schedule and increased efficiency.



Front Office ManagerHilton NASA Clear Lake (Houston, TX)

Oversaw all operations related to Guest Service. This includes reservations, bell service, pbx, lobby ambassador, guest relations and front desk.

Ordered supplies for whole of management office, business center, and front desk. Manager on Duty each weekday. Controlled hotel inventory and rates. Controlled discount and comp reservations on-site. On-site IT support. Achieved Top 50% of Hilton Guest Service scores each month at Hilton NASA. Increased service score more than 10 points per month on average for the first 4 full months

(previous 4 month 59.30 average; first 4 months of tenure average 69.45). Helped maintain an effective and functioning Front Desk during and after a major hurricane

(Hurricane Ike October 2008) without a detriment to our service scores. During tumultuous economic times was able to cut payroll 30% while maintaining service score

averages above company average.

Embassy Suites Arboretum (Austin, TX) Supervised guest services, reservations, bell service, and gift shop. Hired new front desk and night audit clerks. Order gift shop supplies, and completed monthly inventory. Was Remington Hotels traveling Front Office associate and manager trainer. Hilton Honors manager. Responsible for reconciling Hilton transmitted complaints. Inputted group account information in ONQ and all rooming lists. Reconcile outstanding guest balances. Created and monitored all complementary and discounted room reservations. On-site Hilton support IT computer contact. Inputted or adjusted transient rates daily. Restrict hotel’s availability as needed. Responsible for all corporate discounts rates and their inventory. Organized and preserve all of the hotels inventory maintenance. Scored an “Excellent” on all eight Hilton audits (Hilton’s highest grade) during tenure. Hotel was ranked among some of the best hotels in Remington Hotels’ Hilton portfolio in Revpar

and GSS scores.

Front Office SupervisorEmbassy Suites Arboretum (Austin, TX)

Evening hotel manager. Resolved guest complaints. Processed check-ins and checkouts. Booked reservations. Trained new employees at the front office, night audit and reservations. Reconciled and closed all house accounts monthly, and deposited daily receipts. Responsible for all nightly deposits.

EDUCATION

1993-1996 Advanced Honors Degree, Pflugerville High School1996-1998 Austin Community College1998-2000 University of Texas (English Major)2002-2003 Huston-Tillotson College (English Major)



PROFESSIONAL REFERENCES

Ron Mader - Regional Director of Operations - HVMG724-350-6504 [email protected]

Dene Nui - General Manager at the Blackstone Renaissance310-903-7922 [email protected]

Denise Panos - Controller Hilton Houston Southwest713-816-0163 [email protected]

Annette Williams - Director of Human Resources Hyatt Palm Springs253-640-6790 [email protected]

PERSONAL REFERENCES

Adam Edmison - Contract Manager Chicago Bridge and Iron281-900-1575 [email protected]

Anthony Gonzales - Managing Director Premium Cuts Lawn and Garden512-470-7841 [email protected]

Joe Van Le - Owner / Director Dinner with Joe Catering832-474-9839 [email protected]

MORE REFERENCES AVAILABLE UPON REQUEST


josh harper resume 2016

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