​​Mark George Allen​

Director of Resort Operations

CHÂTEAU ÉLAN Winery & Resort

Braselton, GA

 

ABOUT THE RESORT: Spanning 3,500 acres of fertile vineyard, lush countryside and pinewood forests, Chateau Elan Winery & Resort reigns as north Georgia's premier destination Golf resort and prestigious Estate Home residential community.  Reminiscent of an elegant French country estate, the resort is home to 290 luxurious guest rooms, suites, and exquisite two- and three-bedroom private golf villas.  With five chef- and style-driven restaurant concepts.  45 holes of championship golf. From the rolling Georgia hills of the Woodlands greens to the serene valley lakes that distinguish the Chateau's fairways.  The Spa at Chateau Elan is a serene & inviting sanctuary where innovative spa treatments, fitness classes, and mindful dining come together.

 

ABOUT THE JOB: As a dedicated Director of Resort Operations, I actively oversee and optimize the performance of all key operational departments within a resort environment, ensuring exceptional guest experiences and robust financial results. My responsibilities span Front Office, Housekeeping, Engineering, Food & Beverage, Security, and OS&E (Operating Supplies & Equipment) procurement, among others. I excel at aligning departmental performance with organizational goals, implementing new standards, and fostering a culture of continuous improvement.

​

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Leadership

• Direct the seamless operation of all resort departments, ensuring efficient workflows, high service standards, and compliance with established protocols.

• Collaborate with department heads to implement updated operational standards that enhance guest satisfaction and team efficiency.

• Spearhead initiatives to improve cross-departmental communication and operational cohesion, driving overall performance.

Strategic Oversight and Standardization

• Lead the design and implementation of new operational and guest service standards to elevate the resort’s offerings and maintain a competitive edge.

• Partner with departmental Directors to ensure compliance with operational and financial benchmarks while driving continuous improvement initiatives.

Revenue Optimization and Decision Making

• Play a pivotal role in revenue management, including pricing strategies, occupancy forecasting, and decision-making processes.

• Collaborate with sales and marketing teams to implement revenue-focused merchandising strategies, driving increases in average daily rate (ADR) and total revenue per available room (TRevPAR).

Procurement and Financial Management

• Train and mentor team members on procurement best practices, systems utilization, and inventory control to optimize costs and ensure timely acquisitions.

• Oversee the financial performance of all operational departments, managing budgets, controlling costs, and identifying revenue growth opportunities.

• Implement cost-saving initiatives that contribute to increased profitability without compromising service quality.

Team Development and Leadership

• Develop and deliver comprehensive training programs for staff at all levels, ensuring consistent adherence to best practices and enhancing team capabilities.

• Provide mentorship and leadership to department heads, fostering a collaborative and high-performing team environment.

• Cultivate a culture of accountability, engagement, and continuous professional development across all departments.

Guest Experience Enhancement

• Actively monitor guest feedback to identify areas for improvement and implement initiatives to elevate guest satisfaction scores.

• Introduce service innovations and operational enhancements that improve the resort’s reputation and increase guest loyalty.

Crisis Management and Safety

• Collaborate with Security and Engineering teams to maintain a safe and secure environment for guests and staff, implementing effective safety protocols and crisis management plans.

• Conduct risk assessments and establish emergency response procedures, ensuring preparedness for unexpected situations.

Key Skills and Competencies:

• Strategic operational management with a focus on financial and service excellence.

• Advanced knowledge of revenue management, procurement systems, and hospitality industry standards.

• Exceptional leadership, team-building, and cross-departmental collaboration skills.

• Proven ability to implement innovative solutions that enhance operational efficiency and guest satisfaction.

 

Through my extensive and ongoing efforts, I consistently demonstrate an unwavering commitment to operational excellence, team development, and delivering unparalleled guest experiences. My passion for the hospitality industry and strategic leadership capabilities continue to drive the success and reputation of the resort under my management.

​

Vice President of Task Force Food & Beverage

CoralTree Hospitality

Various Properties, Nationwide

 

ABOUT THE COMPANY:  CoralTree Hospitality has been providing inspired hotel development and management for world-class independent lifestyle hotels and resorts for five decades. Their commitment to excellence, innovation, and hospitality has earned them a reputation for creating exceptional experiences for their guests and partners.

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ABOUT THE JOB: 

In this role, I oversaw the development and execution of Restaurant, Bar, Culinary, and Room Service operations across all outlets within the target hotels I served. With a proven track record of success in the hotel environment, I effectively communicated with ownership, corporate leadership, and property teams to align operations with organizational goals. I brought a strategic leadership perspective to position the hotels’ food and beverage operations for growth and profitability.

​

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Oversight and Leadership

• Directed the overall operations of Restaurant, Bar, Culinary, and Room Service outlets, ensuring exceptional service and operational excellence.

• Successfully oversaw multi-unit properties located in vastly different markets, seamlessly implementing both local and national trends to drive increased sales and revenue.

• Worked closely with property-level food and beverage teams to implement company standards and drive consistency in guest and employee satisfaction.

• Provided leadership to property food and beverage managers, mentoring them to enhance performance and service delivery.

Strategic Planning and Concept Development:

• Created and developed successful restaurant and bar concepts, aligning with market trends and brand identity to attract diverse clientele.

• Leveraged deep market insights to customize operational strategies for different geographic regions, effectively balancing local preferences with broader brand goals.

• Played a key role in positioning hotel food and beverage outlets for growth by identifying opportunities to enhance guest experiences and increase profitability.

Financial Management and Analysis:

• Partnered with the Business Development team to conduct financial analyses, prepare budgets, and implement cost-control measures.

• Directed financial performance for multi-brand hotels, ensuring profitability and maximizing return on investment.

• Oversaw compliance with financial standards and developed strategies to optimize revenue and minimize expenses.

Training and Development:

• Designed and implemented training programs for property-level food and beverage teams to improve service quality and operational efficiency.

• Trained Restaurant Front-of-House Management on customer service excellence and back-of-house teams on delivering high-quality food.

• Fostered a culture of continuous learning and improvement across all properties.

Guest and Employee Satisfaction:

• Ensured guest satisfaction by driving service excellence, monitoring feedback, and addressing operational challenges proactively.

• Promoted employee satisfaction by creating a positive work environment, fostering open communication, and providing opportunities for professional growth.

Compliance and Standards Enforcement:

• Ensured all food and beverage operations complied with company standards, health and safety regulations, and brand guidelines.

• Conducted regular property visits to monitor operations, provide feedback, and implement necessary improvements.

Collaboration and Communication:

• Worked cooperatively with ownership, corporate leadership, and property teams to align food and beverage goals with overall hotel strategies.

• Communicated effectively with stakeholders to ensure transparency and achieve operational objectives.

Key Accomplishments:

• Seamlessly integrated local culinary and service trends into national brand standards across multiple properties, resulting in measurable revenue growth and enhanced guest satisfaction.

• Successfully launched and managed new restaurant and bar concepts, resulting in increased guest traffic and revenue growth.

• Improved financial performance across multiple properties through cost optimization, strategic planning, and operational improvements.

• Elevated guest satisfaction scores by enhancing food and beverage delivery and training staff to provide exceptional service.

 

This role required dynamic leadership across diverse markets, showcasing my ability to adapt and innovate. My efforts consistently elevated financial results, guest satisfaction, and the overall reputation of the hotels’ food and beverage operations.

​

Director of Food & Beverage

CoralTree Hospitality

Town & Country Resort & Convention Center

San Diego, CA

 

ABOUT THE PROPERTY:  An iconic Southern California resort mingling mid-century nostalgia with of-the-moment amenities after extensive renovations ~ 4 Star/Diamond Resort ~ $35 million-dollar F&B operation ~ with 671-rooms, 4 restaurants, 4 bars, more than 295,000+K sq. ft. indoor & outdoor meeting space; sitting on 23 acres in bustling Mission Valley San Diego.

 

ABOUT THE JOB: 

In this role, I led the management team responsible for all Food and Beverage operations, driving post-pandemic recovery and achieving significant increases in revenue and service scores. I developed and implemented innovative strategies to enhance the property's offerings, streamline operations, and deliver an exceptional guest experience.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Leadership and Recovery

• Directed all Food and Beverage operations, including restaurants, bars, banquets, culinary, and stewarding, ensuring seamless service across the property.

• Successfully returned the property to pre-pandemic performance levels, achieving increased revenues and elevated service scores.

• Established a cadence of accountability for the management team with clear, venue-specific goals, fostering a results-driven culture.

Strategic Concept Development and Revenue Growth:

• Designed and launched new menus showcasing the "Flavor of San Diego," incorporating locally inspired dishes to align with market trends and guest preferences.

• Implemented unique service delivery methods, such as property-wide QR code ordering, enhancing convenience and efficiency for guests.

• Created distinct identities for three bars, focusing on Whiskey, Tequila, and Wine, which resulted in increased revenue and elevated guest engagement.

Event Collaboration and Activations:

• Partnered with vendors to host wine dinners, whiskey and tapas tastings, and poolside activations, attracting diverse audiences and driving incremental revenue.

• Developed and executed innovative events that highlighted the property's culinary and beverage expertise while strengthening vendor relationships.

Union Collaboration and Team Development:

• Worked collaboratively with Union representatives in banquet, culinary, and stewarding operations to ensure smooth labor relations and operational consistency.

• Provided leadership and mentorship to the management team, aligning their efforts with organizational goals and fostering professional growth.

• Developed and implemented training programs to enhance team skills and service delivery standards across all outlets.

Guest Experience and Service Excellence:

• Elevated guest satisfaction by creating memorable dining and beverage experiences, leading to improved service scores and positive feedback.

• Introduced creative and engaging activations to enhance the property's reputation as a food and beverage destination.

Accountability and Goal Setting:

• Established a structured approach to accountability, setting clear goals for each venue and tracking performance metrics to ensure sustained improvement.

• Monitored financial performance and operational efficiency to optimize resources and drive profitability

 

Key Accomplishments:

• Achieved a full post-pandemic recovery with performance surpassing pre-pandemic revenue and service benchmarks.

• Launched new, locally inspired menus and innovative service methods, enhancing the property's appeal and driving increased guest engagement.

• Created distinct, revenue-generating identities for three bars, each with a unique focus on Whiskey, Tequila, or Wine.

• Successfully collaborated with Union teams to ensure smooth operations and strong team cohesion.

• Strengthened the property's reputation by hosting high-profile culinary and beverage events that attracted a loyal guest base.

 

This role required strong leadership, creativity, and collaboration to deliver outstanding financial and operational results while enhancing the guest experience. My contributions consistently positioned the property as a top-performing Food and Beverage destination.

 

Director of Food & Beverage

Omni Nashville Hotel

Nashville, TN

​

ABOUT THE PROPERTY: #1 premier downtown Nashville hotel ~ 4 Star/Diamond ~ $40M F&B operation ~ 6 restaurants & bars ~

Adjacent to the Country Music Hall of Fame® and Museum, Omni Nashville Hotel is a modern expression of the city’s distinct character. Combining 800 sophisticated hotel rooms and suites, expansive 80,000+K sq. ft of meeting space with access to Music City Center, offering an additional 1.2 million square feet of space and multiple amenities including the luxurious Mokara Spa.

 

ABOUT THE JOB: 

In this role, I was responsible for the day-to-day leadership of all food and beverage outlets, in-room dining, banquets, culinary, stewarding, and F&B marketing. I successfully reopened all operations post-pandemic shutdown, exceeding revenue expectations and driving operational excellence.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Leadership and Reopening

• Led the reopening of all food and beverage outlets, restoring pre-pandemic operations while introducing enhancements to align with evolving guest expectations.

• Directed daily operations across multiple outlets, including in-room dining, banquets, culinary, and stewarding, ensuring seamless service delivery and high guest satisfaction.

Staff Recruitment and Development:

• Spearheaded the recruitment and onboarding of a comprehensive post-pandemic team, hiring key leadership roles such as Director of Outlets, Director of Banquets, six Outlet Managers, six Assistant Managers, Executive Chef, Restaurant Chefs, Sous Chefs, Executive Stewards, and all line-level associates.

• Developed and implemented initial and ongoing training programs to ensure all staff were equipped with the skills and knowledge required to deliver exceptional service.

• Provided coaching, counseling, and accountability frameworks for the entire team to foster a culture of performance and continuous improvement.

Revenue and Financial Management:

• Exceeded all revenue expectations through strategic planning, cost control, and innovative revenue-generating initiatives.

• Managed P&L statements, departmental budgets, and Capex plans with precision, aligning financial performance with departmental and organizational objectives.

• Identified opportunities for cost optimization without compromising service quality, contributing to increased profitability.

Service Excellence and Guest Satisfaction:

• Implemented comprehensive service training programs to elevate guest satisfaction scores to the highest levels.

• Monitored guest feedback and operational performance, making necessary adjustments to ensure service consistency and excellence.

Strategic Planning and Collaboration:

• Partnered with F&B marketing teams to develop strategies that enhanced visibility, engagement, and revenue across outlets.

• Worked collaboratively with property leadership to align food and beverage operations with broader organizational goals and strategies.

 

Key Accomplishments:

• Successfully reopened all food and beverage outlets post-pandemic, reestablishing operations and exceeding pre-pandemic revenue benchmarks.

• Built a highly skilled and cohesive team from the ground up, ensuring operational readiness and exceptional service delivery.

• Elevated guest satisfaction scores through targeted service training and continuous improvement initiatives.

• Delivered strong financial results by effectively managing budgets, P&L, and capital expenditures while driving operational efficiency.

• Positioned the property’s food and beverage operations as a leader in service quality and financial performance.

 

This role demanded strategic leadership, operational expertise, and a results-driven approach to achieve exceptional outcomes during a critical recovery period. My contributions not only restored but significantly enhanced the property’s food and beverage operations.

​

Director of Food & Beverage

CoralTree Hospitality / Formally Known As Two Roads and Destination Hotels

Terranea Resort a Luxury Ocean-Front Property

Rancho Palos Verdes, CA

​

ABOUT THE PROPERTY: $84 million-dollar F&B operation ~ 4-Star/Diamond Ultra-Luxury Resort Spa & par-3 Golf Course with 582-rooms, villa's, casitas, 9 food & beverage outlets, more than 200,000+K sq. ft. indoor & outdoor meeting space; sitting on 102-acres of pristine CA Oceanfront. Conde Naste Gold List “One of the top places on earth”, Wine Spectator “Award of Excellence” and Travel + Leisure – World’s Best Award.

ABOUT THE JOB: 

In this role, I oversaw all food and beverage operations for an $84 million-dollar operation, which included 9 restaurant outlets (fine dining, casual dining, and quick-serve), banquets, culinary, and in-room dining. Through strategic planning, innovative leadership, and operational expertise, I directed a large, multi-tiered team while achieving financial success and exceptional guest experiences.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Management:

• Directed 9 General Managers, 9 Assistant General Managers, and over 300 hourly associates, fostering a culture of excellence, collaboration, and accountability.

• Created and implemented a workforce happiness and engagement program to improve team morale and productivity while successfully defending against unionization efforts.

• Provided mentorship and professional development opportunities for management and hourly associates, driving team retention and performance.

Operational Oversight and Concept Development:

• Managed all food and beverage outlets, including fine dining, casual dining, quick-serve concepts, banquets, culinary, and in-room dining operations.

• Oversaw the design and conceptual development of restaurant outlets, creating globally inspired culinary offerings that aligned with guest preferences and market trends.

• Developed and implemented departmental SOPs to ensure efficient and consistent operations across all outlets.

Financial Management and Cost Controls:

• Managed P&L, budgets, and capital expenses for the $84 million-dollar operation, aligning financial performance with organizational goals.

• Reduced inventory levels through effective management strategies, maintaining impressive inventory controls and cost efficiency.

• Identified and optimized profit centers while ensuring long-term financial growth and sustainability.

Service Excellence and Guest Satisfaction:

• Implemented ongoing service training programs to elevate guest satisfaction scores and deliver exceptional dining experiences.

• Actively monitored guest feedback, using insights to refine service delivery and address areas for improvement.

Crisis Management and Recovery Strategy:

• Led the initial response to the COVID-19 crisis, ensuring the safety of staff and guests through swift action and strategic planning.

• Developed and executed a comprehensive reopening and re-conception strategy for all outlets, balancing safety measures with financial goals.

 

Key Accomplishments:

• Directed the operations of an $84 million-dollar food and beverage program, achieving operational excellence and financial success.

• Successfully implemented innovative workforce engagement strategies, improving team morale and defending against unionization efforts.

• Designed and executed globally inspired culinary concepts that enhanced the property’s reputation and guest appeal.

• Reduced inventory costs while maintaining operational efficiency and exceptional product quality.

• Guided the resort’s food and beverage program through the COVID-19 crisis, ensuring safe, profitable, and effective operations during and after reopening.

 

This role required exceptional leadership, financial acumen, and operational expertise to manage a diverse and complex food and beverage program. My contributions consistently positioned the $84 million-dollar operation for sustained growth and success.

 

Director of Food & Beverage

Kalahari Resorts & Convention Center

Mount Pocono, PA

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ABOUT THE PROPERTY: Conde Nast “Top Rated Resort” luxury family destination resort. ~977-room resort with 14 restaurants and bars, a 230,000 sq. ft. convention center, 220,000-sq. ft. indoor water park (the largest in the U.S.), spa, and shopping center.

ABOUT THE JOB: 

In this role, I oversaw the concept, design, and full operational launch of 3 new restaurants, in addition to providing oversight for a total of 14 food and beverage outlets, including fine dining, casual dining, quick-serve venues, catering, banquets, culinary, in-room dining, and stewarding departments. I contributed to the successful opening of a new property and exceeded all resort and convention food and beverage goals. I directed a diverse team of General Managers, Chefs, and Department Directors to ensure operational success and exceptional guest experiences.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Launch and Outlet Management:

• Managed the concept, design, and full operational launch of 3 new restaurants, alongside overseeing the operations of a total of 14 outlets across fine dining, casual dining, quick-serve, catering, banquets, culinary, in-room dining, and stewarding.

• Led the opening logistics, including staffing, menu creation, pricing strategy, and outlet design, ensuring a seamless transition to operations and meeting all performance goals.

• Co-designed menus for new outlets that reflected local market trends and guest preferences, elevating the property’s culinary offerings.

Leadership and Team Management:

• Directed a large, diverse team of 9 General Managers, 9 Assistant General Managers, Chefs, and Department Directors, fostering a collaborative and performance-driven culture.

• Provided leadership and mentorship to staff, ensuring alignment with company goals and delivering top-tier service across all departments.

• Contributed to taskforce teams for other properties in the company portfolio, sharing best practices and supporting company-wide improvements.

Strategic Pricing and Cost Management:

• Created a uniform beverage pricing structure across all outlets and bars, implementing it company-wide to optimize profitability and streamline operations.

• Established strategic partnerships with food and beverage purveyors to enhance quality, reduce costs, and strengthen supplier relationships.

• Contributed to process mapping for future properties, developing food and beverage, leadership, and training manuals to ensure operational consistency.

Performance and Goal Achievement:

• Exceeded all resort and convention food and beverage financial and operational goals, driving revenue growth and maintaining high guest satisfaction scores.

• Implemented operational improvements to optimize efficiency, enhance service quality, and deliver exceptional guest experiences.

Collaboration and Process Development:

• Partnered with corporate leadership to map out processes for future properties, ensuring scalable and efficient operational frameworks.

• Contributed to the creation of comprehensive training manuals and leadership development programs that were adopted across the company.

 

Key Metrics and Accomplishments:

• Successfully launched 3 new restaurants, overseeing the concept, design, and operational launch, while managing the operations of 14 food and beverage outlets.

• Developed and implemented a uniform beverage pricing structure across all outlets, improving cost control and operational consistency.

• Consistently exceeded resort and convention food and beverage financial and guest satisfaction goals, contributing significantly to the property's overall success.

• Enhanced product quality and reduced costs through strategic vendor partnerships and menu design tailored to local market trends.

 

This role required a strategic approach to new outlet openings, operational oversight, and strong leadership to ensure all food and beverage operations were running smoothly and profitably. My contributions helped position the property as a market leader while driving sustained growth and guest satisfaction.

​

Director of Food & Beverage

Las Vegas Convention Center, an Aramark property

Las Vegas, NV

​

ABOUT THE PROPERTY: 3RD largest convention center in the US, #1 largest with 3.2 Million sq. ft. of combined indoor and outdoor meeting and exhibit space. Served up to 180,000 guests per day.

ABOUT THE JOB: 

In this role, I was responsible for overseeing all food and beverage operations for one of the largest convention centers in the U.S. I led a team of 4 full-time assistant managers, 26 support managers, 6 supervisors, 40 full-time union personnel, and over 100 dispatch union personnel, ensuring high standards of service, efficiency, and guest satisfaction.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Development:

• Hired, trained, and mentored a diverse team, including 4 assistant managers, 26 support managers, 6 supervisors, 40 full-time union personnel, and 100+ dispatch union personnel.

• Implemented Covey WIGS (Wildly Important Goals) and 4-Roles of Discipline Training, which significantly increased guest satisfaction and engagement across all teams.

• Orchestrated employee recognition programs that raised morale, improved efficiency, and fostered a sense of accountability throughout the organization.

• Focused on building leadership capacity, enhancing team performance, and maintaining a high level of service quality at all times.

Operational Efficiency and Cost Management:

• Reduced labor costs by 14% through the implementation of simple yet effective operational practices, ensuring optimal staffing levels without compromising service standards.

• Increased bottom-line revenue by ensuring all billable items were properly accounted for, reducing discrepancies and increasing profitability.

• Streamlined operations by improving flow, speed, and guest service, driving efficiency across all food and beverage areas.

Event Management and Execution:

• Led the food and beverage operations for signature events, including Las Vegas’s largest and most profitable conventions such as CES, SEMA, ConAg/ConEx, and MAGIC, with up to 180,000 attendees.

• Coordinated logistics for large-scale events, ensuring seamless execution and exceptional service for attendees.

• Focused on improving the guest experience by optimizing food and beverage delivery, ensuring high levels of satisfaction during high-pressure events.

Performance and Goal Achievement:

• Orchestrated operations for one of the most successful years in the convention center’s history, driving significant increases in both efficiency and guest satisfaction.

• Executed initiatives that improved service delivery, overall flow, and event operations, contributing to a year of record-breaking performance.

• Focused on increasing operational effectiveness, profitability, and guest experience during large-scale events and daily operations.

 

Key Metrics and Accomplishments:

• Reduced labor costs by 14%, resulting in substantial savings and improved bottom-line profitability.

• Increased revenue by ensuring all billable items were accounted for and efficiently managed.

• Successfully executed major conventions with up to 180,000 attendees, including CES, SEMA, ConAg/ConEx, and MAGIC, ensuring high-quality service and operational success.

• Implemented effective recognition and training programs that enhanced team morale, efficiency, and accountability, leading to improved guest satisfaction and engagement.

 

This role required a combination of leadership, operational expertise, and event management skills to execute large-scale conventions and drive operational success. My contributions to team development, cost reduction, and guest experience helped position the convention center as a leader in the industry.

 

Assistant Director of Banquet Operations

Caesars Palace Las Vegas

Las Vegas, NV

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ABOUT THE PROPERTY: Flagship Iconic Resort in the heart of the Las Vegas Strip, 4000+ rooms and 600,000+K Sq. Ft. of meeting space.

ABOUT THE JOB: 

In this role, I was responsible for the day-to-day operations of the $65 million Banquets department at Caesars Palace, overseeing both union and non-union teams to deliver high-quality service across large-scale events. I successfully managed labor relations and union contracts while continuously improving operational efficiency, labor cost management, and financial performance.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Management:

• Managed a diverse team of 6 managers, 6 convention set-up managers, and administrative managers, all leading large line-level union teams.

• Set clear, achievable goals for all staff, from frontline employees to department managers, driving performance improvements and fostering a culture of accountability.

• Led the team through day-to-day operations, ensuring seamless coordination between all departments to meet event needs and company standards.

Labor and Cost Management:

• Effectively managed the Union contract with minimal issues, ensuring harmonious labor relations and operational continuity.

• Implemented sound labor cost management strategies, reducing overhead and ensuring optimal staffing levels for events.

• Managed inventory control and cap-expenditures, ensuring the department operated within budget and met financial objectives.

Event Planning and Execution:

• Strategically planned and implemented large-scale, full-house events, including high-profile events like CinemaCon, the Super Bowl, and New Year’s Eve celebrations, hosting over 6,000 attendees.

• Coordinated all aspects of these major events, including logistics, staffing, and execution, ensuring flawless service and event operations.

• Worked closely with national and international event organizers, celebrities, and live broadcast teams to ensure top-tier experiences for attendees and stakeholders.

Operational Improvements and Performance Management:

• Focused on continuous improvement across all areas, including setting clear goals, improving service standards, and enhancing guest satisfaction.

• Led the department to exceed performance expectations, ensuring high levels of service, efficiency, and overall guest satisfaction.

• Fostered a culture of collaboration and excellence, driving operational success while maintaining strict adherence to Caesars Palace's high standards.

 

Key Metrics and Accomplishments:

• Successfully managed the $65 million Banquets department, overseeing both day-to-day operations and large-scale events.

• Managed the Union contract with minimal issues, ensuring smooth labor relations and operational continuity.

• Led the team in executing large-scale events, such as CinemaCon, Super Bowl, and New Year’s Eve, serving over 6,000 attendees with flawless service.

• Implemented effective cost control measures, reducing labor and operational expenses while improving efficiency and performance.

 

This role required strong leadership, strategic planning, and operational expertise to manage a multi-faceted team and deliver outstanding results for high-profile events. My contributions ensured Caesars Palace’s Banquets department remained a leader in the industry, consistently achieving financial and service excellence.

​

Director of Banquet Operations

Peabody Hotels & Convention Center

Memphis, TN

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ABOUT THE PROPERTY: 4 Star Flagship Luxury Historic Hotel with 464 rooms and 80+K sq. ft. meeting space.  

ABOUT THE JOB: In this role, I led a $15 million luxury service operation at an iconic boutique property, overseeing a team of 84 staff members, including three managers and seven supervisors. I was responsible for controlling expenses and maintaining financial discipline while elevating service standards, driving client satisfaction, and improving employee engagement.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Management:

• Led a team of 84 employees, including 3 managers and 7 supervisors, ensuring high performance and a strong service culture across all banquet operations.

• Focused on consistent and intensive training to improve service quality, reduce errors, and empower the team to meet and exceed performance goals.

• Fostered a competitive spirit within the team, aligning individual goals with the department’s objectives and company vision to drive results.

• Addressed employee complaints and worked to improve staff satisfaction, creating a positive work environment that enhanced retention and morale.

Financial Management and Expense Control:

• Managed the $15M luxury banquet operation, keeping expenses in line with a lean budget while maintaining high service standards and guest satisfaction.

• Carefully monitored financial resources, ensuring cost control measures were effectively implemented without compromising on service quality.

• Streamlined operations and optimized resources, leading to improved profitability and operational efficiency.

Service Excellence and Client Satisfaction:

• Upgraded food and beverage offerings to provide a concierge-style service, implementing a personalized approach through one-on-one mentoring with staff.

• Raised service levels significantly, resulting in client satisfaction scores increasing from 65% to 90% in just eight months.

• Focused on improving service delivery and reducing errors, creating an exceptional guest experience that led to positive feedback and repeat business.

Employee Satisfaction and Retention:

• Took proactive steps to improve employee satisfaction and retention, addressing concerns and creating a supportive, motivating environment.

• Instituted recognition programs and fostered a culture of accountability and teamwork, leading to higher levels of engagement and a more cohesive team.

 

Key Metrics and Accomplishments:

• Successfully led a $15 million luxury banquet operation at an iconic boutique property with a team of 84 staff members, including three managers and seven supervisors.

• Increased client satisfaction scores from 65% to 90% in eight months through upgraded service offerings and focused training.

• Reduced service errors through intense training, raising service standards and improving overall operational efficiency.

• Achieved significant improvements in employee satisfaction, retention, and morale by addressing team concerns and fostering a competitive spirit.

 

This role required exceptional leadership, financial discipline, and a strong focus on service excellence. By improving operational efficiencies, elevating guest experiences, and fostering a positive work environment, I helped ensure the continued success of the iconic luxury boutique property’s banquet operation and positioned it as a leader in its market.

​

Banquet Operations Manager

Gaylord Opryland Resorts & Convention Center

Nashville, TN

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ABOUT THE PROPERTY: Flagship 2881-Room Resort, Convention and Exhibit Center with over 758,000K sq. ft. meeting space including 86 meeting rooms and 260,000 sq. ft. of Exhibit Space, making it the largest non-gaming hotel event space in the World. 

ABOUT THE JOB: In this role, I oversaw three revenue-generating units with combined revenues exceeding $65 million. I led a culturally diverse team of 390+ staff members, driving operational improvements, service efficiency, and financial success. Through strategic initiatives and innovative problem-solving, I enhanced guest experiences while ensuring cost management and profitability.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Management:

• Directed a culturally diverse team of over 390 staff members, fostering a high-performance culture and improving service delivery across multiple banquet and F&B units.

• Led Kaizen Blitz service efficiency initiatives, reducing labor costs by 1.5 hours per employee per shift, resulting in annual savings of over $65K, while maintaining top-tier customer service.

• Developed and implemented department scheduling processes to improve accountability and ensure optimal staffing levels for all events.

Financial Management and Cost Control:

• Managed a departmental budget and created a capital expenditure budget exceeding $5M annually.

• Successfully reduced inventory costs and enhanced cash flow through the identification of repeatable, revenue-generating opportunities.

• Achieved five consecutive years of pure profit, generating more than $1.6 million in profit for the property.

• Conceptualized and launched a revenue-generating food and beverage kiosk, which, with a $37K investment, generated over $5 million in revenue over five years, per property.

Event Planning and Execution:

• Managed large-scale F&B operations for high-profile events such as the CMA Awards, DOVE Awards, Music City Bowl, and NFL team events, coordinating off-site logistics, transportation safety, and partnerships with security agencies (local, federal, and foreign).

• Oversaw the successful execution of complex events, ensuring smooth service delivery and flawless guest experiences.

• Coordinated the successful management of six-minute buffet line waiting periods for up to 12,000 attendees, optimizing efficiency and minimizing guest wait times.

Operational Efficiency and Innovation:

• Achieved exceptional operational efficiency across all property F&B operations, streamlining processes and reducing costs without sacrificing service quality.

• Identified opportunities for continuous improvement, implementing solutions that drove both cost savings and service enhancements.

• Developed and adopted a companywide departmental scheduling and budgeting system, improving operational consistency and financial accountability.

 

Key Metrics and Accomplishments:

• Managed three revenue-generating units with combined revenues exceeding $65 million, leading a team of over 390 staff members.

• Achieved annual savings of $65K+ through Kaizen Blitz service efficiency improvements, reducing labor by 1.5 hours per employee per shift.

• Successfully created and implemented a food and beverage kiosk with a $37K investment, generating $5 million in revenue over five years, per property.

• Spearheaded large-scale events for high-profile clients and 12,000+ attendees, including the CMA Awards, DOVE Awards, Music City Bowl, and NFL events.

• Maintained a consistent track record of five years of pure profit exceeding $1.6 million.

• Improved buffet line efficiency, reducing wait times for 12,000 attendees to just six minutes.

 

This role required a blend of leadership, operational expertise, and strategic thinking. Through innovative solutions and a commitment to excellence, I was able to achieve exceptional financial results, streamline operations, and deliver high-quality experiences for large-scale events and guests, further establishing the property as a leader in the industry.

 

Director of Banquet Operations

The Ritz-Carlton at Lake Las Vegas

Lake Las Vegas, Henderson, NV

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ABOUT THE PROPERTY: 5 Diamond/Star non-gaming resort with 345 rooms, 100+K sq. ft. indoor/outdoor function space, & expansive spa.

ABOUT THE JOB: As Director of Banquets at this prestigious Ritz-Carlton, I was responsible for improving operational effectiveness, service quality, and financial performance. I led a cohesive and high-performing team, achieving department and company objectives while overseeing large-scale events, including those with high-profile clients such as celebrities, politicians, and prominent societal figures.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Leadership and Team Development:

• Led a high-performing team to achieve department and company objectives, fostering a culture of excellence and collaboration.

• Dramatically improved employee satisfaction and retention by addressing workforce dissatisfaction, implementing a mentorship program, and focusing on professional development.

• Created and nurtured a positive work environment, increasing team morale and empowering staff to deliver exceptional service at all times.

Operational Effectiveness and Financial Management:

• Improved operational workflows, increasing efficiency and productivity, which resulted in a reduction of labor spend by 11% without compromising service quality.

• Developed and managed a departmental budget, including controllable expenses, capital expenditures, and labor costs, ensuring financial discipline and alignment with company objectives.

• Revamped product presentation to reduce costs while increasing the quality of offerings, ensuring both high guest satisfaction and profitability.

High-Profile Event Execution:

• Executed high-profile events featuring countless celebrities, politicians, and other prominent figures, maintaining the Ritz-Carlton's reputation for excellence.

• Managed the logistical complexities of large-scale events, ensuring seamless service and an unparalleled experience for guests.

• Coordinated with VIP clients and event planners to customize offerings and deliver memorable experiences that met the highest standards of luxury.

Innovation and Process Improvement:

• Selected as one of four leaders for the elite efficiency process project, tasked with identifying key findings and solutions to streamline operations.

• Reported findings early, leading to the adoption of the process companywide, significantly enhancing operational efficiency across the organization.

• Continuously identified and implemented operational improvements, increasing service levels and enhancing both the guest experience and the property’s profitability.

 

Key Metrics and Accomplishments:

• Increased bottom-line profits by reducing labor spend by 11% through improved workflows and enhanced operational efficiency.

• Created and managed a comprehensive departmental budget, optimizing controllable expenses, capital expenditures, and labor costs.

• Revamped product presentation, resulting in cost savings and improved quality of offerings.

• Improved employee satisfaction and retention through targeted mentorship and addressing workforce dissatisfaction.

• Successfully executed high-profile events for celebrities, politicians, and other prominent figures, ensuring exceptional service and memorable experiences.

• Selected for an elite efficiency process project, reporting key findings ahead of schedule, leading to companywide implementation.

 

This role required a combination of strategic leadership, financial acumen, and exceptional service standards. By optimizing operations, developing a strong team culture, and executing high-profile events, I contributed to the Ritz-Carlton’s continued success in delivering unmatched luxury and service.

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Director of Banquet Operations

Peninsula Hotels at Quail Lodge and Country Club (Dual-properties)

Carmel, CA

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ABOUT THE PROPERTY: 5 Diamond/Star Boutique 97-room 580 Acre Ultra-Luxury Boutique Resort, Spa and 18-hole Champion Golf Course with high employee-to-guest ratio, exclusive level service and guest experience.  

ABOUT THE JOB: As Director of Banquets at this 5-Star/Diamond Ultra Luxury, 2-Unit Peninsula Hotels Golf Resort, I led a team through a transformative period following a $25 million renovation. I implemented high-touch, fine dining service and server interaction etiquette, which elevated service levels and helped maintain the hotel’s prestigious 5-Star/Diamond reputation. I also focused on optimizing labor costs, inventory management, and employee satisfaction, driving both operational efficiency and long-term profitability.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Service Excellence and Transformation:

• Transformed service levels post-$25M renovation by introducing a high-touch, fine dining service model with elevated guest interaction and server etiquette, upholding the property’s 5-Star/Diamond standards.

• Led the creation and implementation of training initiatives that raised service standards, improved guest satisfaction, and strengthened the hotel’s luxury brand.

• Focused on continuous improvement, ensuring that staff consistently delivered personalized, top-tier service, maintaining the property’s reputation for excellence as a 5-Star/Diamond property.

Union Relations and Employee Satisfaction:

• Formed a strong working relationship with the union, resulting in decreased grievances and improved overall team morale.

• Developed a multi-level training program that focused on both professional development and employee well-being, which led to increased employee happiness and retention.

• Created a supportive, motivating environment, addressing employee concerns and fostering a sense of belonging, which reduced turnover and enhanced team performance.

Operational Efficiency and Cost Management:

• Streamlined departmental budgets and labor expenses, driving increased profitability without compromising 5-Star/Diamond service standards.

• Collaborated with local wineries to reduce inventory costs, securing better pricing and increasing profitability while maintaining the quality of offerings.

• Restructured and improved ordering processes to ensure inventory was managed efficiently and costs were kept within budget.

Innovation and Workforce Optimization:

• Conceived and implemented a shared workforce strategy with the sister property, optimizing staffing levels and increasing workforce quality while reducing labor costs.

• Coordinated staffing across both properties, ensuring flexibility and resource optimization to meet demand while keeping operational costs low.

 

Key Metrics and Accomplishments:

• Transformed service levels following a $25M renovation, implementing a high-touch fine dining service model and elevating guest interactions to meet 5-Star/Diamond standards.

• Strengthened union relations, decreasing grievances and improving labor relations, leading to a more cohesive team.

• Streamlined budget and labor expenses, increasing overall profitability while maintaining 5-Star/Diamond service standards.

• Reduced inventory costs by collaborating with local wineries and improving ordering processes.

• Developed and implemented a shared workforce strategy with the sister property, decreasing labor costs while improving staff quality.

• Created and led a multi-level training program that improved employee happiness, retention, and team performance.

 

This role required an ability to balance operational efficiency with service excellence in a highly competitive and 5-Star/Diamond Ultra Luxury environment. By implementing strategic changes to both service and operations, I helped the property successfully navigate a post-renovation transformation while optimizing costs and driving employee satisfaction, all while maintaining the standards expected of a 5-Star/Diamond Ultra Luxury, 2-Unit property.

 

Director of Banquet Operations

Starwood Hotels at Sheraton Hotel & Towers

Seattle, WA​

 

ABOUT THE PROPERTY: 4 Diamond/Star, leading convention hotel, Western Region HQ, 1600 rooms & 100K sq. ft. of mtg space.

 

ABOUT THE JOB:  As Director of Banquets at this prestigious 4 Diamond/Star, leading convention hotel in the Western Region, I was responsible for overseeing the day-to-day operations of the department, ensuring operational effectiveness and the delivery of superior service levels. With a focus on team happiness and retention, I successfully led initiatives that drove employee engagement and long-term success, meeting and exceeding all food and beverage goals at the Tucson property before transitioning to the Western Regional Headquarters. My efforts extended beyond the operational floor, where I also contributed to the Starwood brand through taskforce assignments, property openings, and leadership mentoring across the portfolio.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Effectiveness and Service Excellence:

• Managed day-to-day banquet operations for this high-profile 4 Diamond/Star convention hotel with 1600 rooms and 100,000 sq. ft. of meeting space, focusing on delivering exceptional service standards while ensuring operational efficiency.

• Led a team-focused culture that emphasized continuous improvement and employee happiness, which led to high retention and a highly engaged workforce.

• Collaborated with property leadership to exceed all resort and convention food & beverage goals, particularly at the Tucson property, which contributed to my promotion to the Western Regional Headquarters.

Leadership and Mentoring:

• Played a pivotal role in the development of the Starwood brand by participating in key taskforce assignments for new property openings and offering leadership mentoring to other company properties.

• Acted as a valuable resource for property teams, assisting with foodservice training, leadership mentoring, and process management mapping across the region.

• Worked closely with General Managers and Finance Departments at both the Tucson and Western Regional Headquarters to develop and teach effective P&L, CapEx, G/L, and budget strategies, ensuring financial success and operational sustainability.

High-Profile Events and Security Coordination:

• Coordinated successful events for high-profile heads of state and dignitaries, including Nelson Mandela, Carl Philip Crown Prince of Sweden, WTO (World Trade Organization) delegations from 26 countries, 3 sitting Presidents, and numerous celebrities and industry leaders.

• Ensured the safety and security of guests by coordinating with Secret Service and diplomatic security teams to manage complex event logistics.

Community Engagement and Business Growth:

• Partnered with local charities, helping to facilitate over $15 million in yearly donations, which contributed to enhanced community relations and brand reputation.

• Played a key role in driving increased business bookings by fostering relationships with local organizations, securing repeat business opportunities, and positioning the property as a community leader.

 

Key Metrics and Accomplishments:

• Successfully managed day-to-day operations of a 1600-room, 100K sq. ft. meeting space convention hotel, ensuring operational effectiveness and superior service levels.

• Led a team happiness program that contributed to high employee retention and satisfaction.

• Exceeded all resort and convention food & beverage goals, which led to a promotion to the Western Regional Headquarters.

• Contributed to property openings and leadership mentoring as part of Starwood’s taskforce and regional process management mapping team.

• Partnered with local charities to generate $15M annually in donations and increase business bookings.

• Coordinated high-profile events for heads of state and industry leaders, managing security protocols and event logistics.

 

This role enabled me to drive operational excellence, service innovation, and community impact while maintaining the high standards expected from a leading 4 Diamond/Star convention hotel. By fostering strong leadership, improving service standards, and promoting financial success, I played an integral role in the continued success of the hotel and the larger Starwood portfolio.

​

Director of Banquet Operations

Starwood Hotels at Sheraton Tucson El Conquistador

Tucson, AZ

 

ABOUT THE PROPERTY: 4 Diamond/Star resort with 428 rooms and 100+K sq. ft. of meeting space, two Golf Courses and spa.

ABOUT THE JOB: As Director of Banquets at this 4 Diamond/Star resort featuring 428 rooms, 100+K sq. ft. of meeting space, two golf courses, and a spa, I successfully led both management and line-level staff in daily operations, ensuring alignment with financial goals and service excellence. By enhancing service quality and establishing a culture of accountability, I created an environment that motivated employees and drove improved performance across the department. My efforts were instrumental in identifying and implementing cutting-edge technology that became an industry standard, while my leadership ensured the successful execution of high-profile events, including a week-long engagement for His Holiness the Dalai Lama that garnered international attention.

 

CORE RESPONSIBILITIES AND ACHIEVEMENTS:

 

Operational Excellence and Leadership:

• Led daily operations of banquet services at a prestigious 4 Diamond/Star resort with 428 rooms, 100+K sq. ft. of meeting space, two golf courses, and a spa, ensuring seamless execution of events and superior service delivery.

• Managed both management and line-level staff, holding them accountable to individual and team performance measurements that drove consistent service improvement.

• Fostered a culture of accountability and open communication, enhancing employee trust through motivational one-on-one coaching and team-oriented feedback.

• Boosted overall service quality by implementing individualized and team performance measurement training programs to track progress and encourage continuous improvement.

Innovative Solutions and Technology:

• Identified leading-edge technology solutions to improve internal communication and operational efficiency, partnering with a vendor to create a cutting-edge, accessible communications network that has since become a standard in the industry.

• Implemented new systems that streamlined day-to-day operations, allowing for more effective communication between departments and contributing to a more seamless guest experience.

High-Profile Events and Cultural Leadership:

• Successfully led and coordinated a highly complex, 4-week cultural training program in preparation for His Holiness the Dalai Lama’s week-long events, which hosted 3,000 guests and were broadcast worldwide.

• Managed all banquet and event logistics, ensuring that the events were executed flawlessly, while also adhering to the strict cultural and logistical requirements of such high-profile engagements.

 

Key Metrics and Accomplishments:

• Led the banquet operations for a 4 Diamond/Star resort with 428 rooms, 100+K sq. ft. of meeting space, two golf courses, and a spa, ensuring seamless event execution and financial success.

• Enhanced service quality by establishing individual and team performance measurement training programs, boosting employee performance and guest satisfaction.

• Improved employee trust and morale through motivational coaching and a two-way communication approach, resulting in better team engagement and performance.

• Developed and implemented cutting-edge communications technology that became an industry standard, improving efficiency and streamlining operations.

• Coordinated and led a 4-week cultural training program for His Holiness the Dalai Lama’s events, hosting 3,000 guests and broadcast worldwide, which showcased the property’s capability to manage high-profile, culturally sensitive events.

 

In this role, I combined operational expertise, innovative solutions, and strong leadership to drive performance improvements, enhance service quality, and contribute to the success of high-profile events. By focusing on both employee development and operational efficiencies, I helped elevate the resort’s banquet services while ensuring the successful execution of culturally significant events that gained international recognition.