Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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ERIK PALMER

Wyckoff

Summary

Recognized self-motivated leader who brings impeccable credentials for managing both high volume and boutique style venues within all aspects of total hotel operations. A customer service fanatic who consistently seeks to be innovative, has an eye for detail and the foresight and ability to focus on individual team members resulting in an increase in profitability.

To be consistently challenged to perform at a game-changing decision level. Work for an organization that values innovative thinking and creativity.

Overview

21
21
years of professional experience

Work History

Vice President of Operations

Highgate
04.2018 - 06.2019
  • Responsible for a portfolio of 8 NYC Highgate properties which produce over $152M in annual revenues including the company’s flagship property, The Park Central Hotel. Have oversight on overall budgeting, asset management, revenue strategies, CAPEX and owner relations.
  • Additional accomplishments include:
  • Secured over $800M in tenant retail deals
  • Improved portfolio guest satisfaction scores to all time high in 2024, 2025
  • Identified and successfully completed over $24M in capital improvement projects
  • Successfully converted 6 properties into non-hotel serving operations during pandemic saving ownership groups more than $29M in lost annual revenues.
  • Won Leader of the Year 2021

Managing Director – TWA Hotel

MCR
04.2018 - 06.2019
  • Oversaw the opening of the iconic Eero Saarinen designed landmark flight center right in the heart of JFK airport with 512 guestrooms, 6 food and beverage outlets including a Jean-Georges inspired café, rooftop pool bar and over 50,000 square feet of meeting and event space all adjacent to JFK’s exhilarating runway.
  • Additional accomplishments include:
  • Oversaw final stages of construction with general contractor and lead architect while working alongside the landmark society to ensure integrity of flight center’s original design.
  • Handpicked and designed all uniforms and OS&E to ensure look and feel of property was “on brand” with iconic TWA style and history.
  • Hired all hotel leadership and line level staff.
  • Negotiated and implemented hotel union contract.
  • Additional responsibilities included the collaboration of acquisitioning 3 full-service properties and transitioning them all under the MCR brand.

Hotel Manager

Gaylord Opryland Resort and Convention Center
09.2015 - 03.2018
  • World’s largest hotel in Marriott’s portfolio featuring 2888 rooms and over 700,000 sq. feet of meeting/event space. Responsible for day to day operations, and total hotel financial performance of $342 million in annual revenues. Report into Market Vice President.
  • Additional accomplishments include:
  • Improved total hotel employee satisfaction through cultural and leadership changes (+15 points over 2 years).
  • Guest satisfaction up 10 points YOY with hotel now out performing entire Gaylord brand.
  • Implemented hotel wide profit improvement plan resulting in YTD savings of $800K.
  • Realigned event management structure resulting in meeting planner satisfaction of +12 points over 2 years.
  • Refocused executive committee hiring and retainment strategy in 2.8% unemployment labor market resulting in total reduced turnover by 25% and time to hire by 50%.
  • Oversaw 2016 Capital projects and 2017 Capital funding plan ($48M).
  • Reestablished hotel forecast accuracy and bi-monthly reporting process (3% forecast accuracy)
  • Spearheaded 2 year guest room and meeting space renovation project ($96M).
  • Co-designed and managed critical path for opening of $90M indoor/outdoor waterpark development project (SoundWaves – Opening November 2018).

General Manager

Courtyard & Residence Inn L.A. LIVE
11.2013 - 09.2015
  • Responsible for opening and operating Marriott’s newest Modern Essentials flagship. A 393 room dual-branded property in downtown Los Angeles. Coordinated last 6 months of construction with contractor resulting in an earlier opening date by 3 months.
  • Additional responsibilities include:
  • Arranged and oversaw all OS&E purchasing
  • Implemented revenue strategy resulting in better than proforma RevPar index (+11 points).
  • Hired all hotel leadership and line level staff.
  • Negotiated and implemented hotel union contract and initiated hotel wide work force double coding system
  • Achieved better than budget revenues in year 1 by $848K.
  • Responsible for drafting and executing 2015 and 2016 annual budget plans.
  • Successfully implemented new accounting processes outside of brand standards.
  • Achieved top 10 ranking for both brands in Trip Advisor out of 333 hotels in year one.
  • Worked with corporate team to redefine F&B brand standards.
  • Ranked top 5 in Residence Inn brand for guest satisfaction.

Director of Hotel Operations

NEWPORT BEACH MARRIOTT HOTEL AND SPA
04.2012 - 11.2013
  • Accountable for overall hotel leadership and day to day operations including rooms division, spa, food and beverage, event management and engineering activities. Supported GM with all owner relations and strategy decisions.
  • Additional responsibilities include:
  • Instrumental in taking hotel out of “red zone” and improving Guest Satisfaction scores over 10 points.
  • Assisted in room’s renovation planning, design and strategy.
  • Actively participate in all monthly owner financial and market strategy calls.
  • Implemented 4 cost containment plans resulting in over $75K in annual savings.
  • Rolled out new processes in housekeeping resulting in 6 point increase in overall cleanliness scores.
  • Worked with engineering to implement new RPM program to drive building well maintained scores.
  • Implemented new operating procedures in all disciplines resulting in improved efficiencies and incremental revenues.
  • Increased Associate Satisfaction results from 9-37 points through the realignment of key positions within total hotel.

Director of Meetings & Special Events

THE RITZ-CARLTON & JW MARRIOTT HOTELS L.A. LIVE
06.2009 - 04.2012
  • Simultaneously successfully opened 2 luxury hotel brands with more than 130,000 square feet of indoor/outdoor meeting and event space. Assisted GM during preopening phase in critical decision making for all total food and beverage activities including menu concepts, hiring of Executive leadership and owner responsibilities.
  • Additional responsibilities include:
  • Oversaw OS&E purchasing for total Event Operations, Culinary and Restaurants.
  • Responsible for total F&B responsibilities in absence of Director of Food and Beverage
  • Raised Guest Satisfaction scores by 33 points through key action plans and process driven changes.
  • Successfully outsourced Audio Visual and Business Center Operations resulting in a $1.2M increase in sales over budget.
  • Negotiated and implemented several contracts with 3rd Party Vendors.
  • Wrote and implemented all core catering menus for both brands.
  • Introduced 2 different cultures and standards to uphold the integrity of our guest engagement and preserve the uniqueness of each brand.
  • Achieved 5% forecast accuracy (Rooms/Catering) in opening year through weekly meetings with Revenue Team.
  • Implemented Upsell Program resulting in $100K in additional top line revenues.
  • Worked with corporate legal to help align hotel workforce with city wide bargaining agreement (union property).
  • Received an 88% in associate satisfaction in year 1 – Total Event Management.
  • Managed total food and beverage capital projects ($200K).
  • Received Global Event Management Team of the Year - Marriott International (2012)

Director of Event Management/Assistant Director of Food and Beverage

NEW YORK MARRIOTT MARQUIS
11.1998 - 06.2009
  • Responsibilities include the financial performance and execution of total hotel event operations comprising more than 11 divisions, $60 million in operating revenue, 125,000 Square Feet of Meeting Space and a work force of 45 Managers and 225 staff. Support the Director of Food and Beverage in the preparation of the divisional CAPEX Plan, Manpower and Fiscal responsibilities for all Food and Beverage areas of the hotel, not limited to Banquets and including strategies for outlets, in-room dining and lounges as well being part of the F&B leadership team.
  • Additional accomplishments included:
  • Implemented up sell programs resulting in $1.3M YTD (2008).
  • Created hotel wide beverage purchase program resulting in $158K savings in 2008.
  • Worked with Director of F&B in revamping In-Room Dining and Lounge operation resulting in improved menu, increased check average, reduced controllable costs and improved management productivity.
  • Implemented over $500K in contingency savings for total food and beverage.
  • Achieved 2% forecast accuracy within Group Reservations room nights for 2008.
  • Improved department productivity by $20/sales hour and reducing wages by $100K.
  • Raised overall guest satisfaction scores to an all time high in 2008.
  • Managed all Event Management/Food & Beverage capital and ROI projects ($1M).
  • Created and executed successful leadership succession plan improving bench strength.
  • Assisted Executive Chef in upgrading all core catering menus and re-concepting F&B offerings resulting in 5% increase in sales and guest satisfaction.
  • Protected hotel from potential union challenges aligned with hotel bargaining agreement and managed effectively (AV/BQTS).
  • Raised Employee Satisfaction scores in all areas by 6-18 points (2007-2008).
  • Recognized as Hotel’s Leader of the Year.
  • Received Event Management Team of the Year - Marriott International (2006).

Education

Bachelor of Science - Hotel, Restaurant and Institutional Management

University of Delaware
Newark, DE
05.1997

Skills

  • Strategic planning and execution
  • Organizational development
  • Cost analysis and savings
  • Business development

Accomplishments

Leader of The Year 2022

HANYC Board Member

Affiliations

  • HANYC Board Member (2022-Present)
  • JFK Chamber of Commerce Board Member (2018-2019)
  • Board Member of Los Angeles CVB (2015)
  • Food and Beverage Association of New York (2002-Present)
  • Member of Les’ Escoffier Society of New York (2005-Present)
  • Professional Convention Management Association (2007-2009)
  • Marriott Convention Resort Network Council Member (2010-2012)

Timeline

Vice President of Operations

Highgate
04.2018 - 06.2019

Managing Director – TWA Hotel

MCR
04.2018 - 06.2019

Hotel Manager

Gaylord Opryland Resort and Convention Center
09.2015 - 03.2018

General Manager

Courtyard & Residence Inn L.A. LIVE
11.2013 - 09.2015

Director of Hotel Operations

NEWPORT BEACH MARRIOTT HOTEL AND SPA
04.2012 - 11.2013

Director of Meetings & Special Events

THE RITZ-CARLTON & JW MARRIOTT HOTELS L.A. LIVE
06.2009 - 04.2012

Director of Event Management/Assistant Director of Food and Beverage

NEW YORK MARRIOTT MARQUIS
11.1998 - 06.2009

Bachelor of Science - Hotel, Restaurant and Institutional Management

University of Delaware

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