Douglas Fortune

• Assisted in overseeing all hotel operations including Rooms & F&B Divisions consisting of 438 Guest Rooms, 3 F&B Outlets, Full Service Marina & Fuel Dock with 181 boat slips and commercial dock
• Designed, Developed & Executed "Guest Experience" program to identify special occasion, high spend, special occasion & VIP guests, resulting in a 14% Customer Service score increase in Q1&Q2 from 2023 to 2024
• Increased Pool/Recreation Revenue by 19% from 2021-2023
• Actively participated in recruitment efforts by screening candidates during interviews.
• Implemented cost-saving measures resulting in 15-20% savings Operating & Guest Supplies in Q2 from 2023 - 2024
• Top 5 in Region for Upsell Conversion in Q1-Q2 2024
• Top 5 in Region for Upsell Amount Q2 - 2024
• Monitored 2024 project deadlines closely to ensure timely completion of assignments; Examples include a flooring replacement project of 80 guest rooms & a bedding replacement project of 350 guest rooms

Oversaw all Front Office Operations, PBX & Bell/Valet Services

● Top 5 Upsell Conversions West Coast Region 2019

● Raised Check In Score 25% Q3,Q4 over Q1,Q2 2019

• Top 5 Upsell Conversion Q2-Q3 2021

● Budget and Forecast of all Front Office Operations

• Supervised all HSKP & Front. Office Operations in post COVID operation

● Oversee Spa and Fitness Center operations
● 2018 $1.76M Revenue
● Developed and implemented Groupon for Spa increasing revenue 20%
● Budget and Forecast of all Spa Operation
● Maintained Forbes 4-Star Spa Status

● Oversee all operations of the guest services, concierge, bell, and valet
● Responsible for all guest relations, including both in house guests and social media
● Detailing of VIP Arrivals
● Oversight and development of Concierge program
● Budget and Forecast of all areas
● Review, Respond and React to all Social Media Outlets
● Lead Daily Stand up Meetings
● Implemented Instant We-Care and response process
● Exceeded 2017 NPS (Likelihood to Recommend) goal by 12%
● Exceeded 2017 Customer Service Goal by 9%
● Exceeded 2017 Upsell goal of $100K

• Oversaw all Housekeeping Operation of hotel consisting of 159 guest rooms, comprised of 4 luxury custom suites, 4,500-square-foot open space rooftop venue, and 17,000 square feet of meeting and event space