James Denaro

Promoted from previous role of Complex DOO (September 2022 - August 2023)

• Started as Complex Director of Operations for Sheraton and Element. Promoted to GM of Element.
• 7 Direct Reports
• Increased GSS ITR from 46 to 69 in 2 months
• In this role; I am the general manager of the Element Hotel, while still supporting on the side as the DOO of the Sheraton hotel as needed.
• Oversee F&B, Front Office, Hskp, Sales, Engineering, Accounting, Security, and Financials. HR Dotted line.
• First Three months in role - lowered Operating expenses by 21%
• First Three months in role - trained and developed two employees that were close to a promotion, but not there yet. They have both been promoted now
• First Three months in role - Lowered Room expenses 32% and increased F&B scores from 40 to 61 on GSS
• Focused on improving morale and culture

• Interim GM Jan 2023 - June 2023
• Oversaw day to day hotel Operations (9 Departments in two hotels), 300 Room Complex.
• Managed departmental budget and finances
• Welcomed large volume of guests and improved overall Guest service.
• Developed staff
• Manage Bell, front office, hskp, security, Engineering and f&b
• Responsible for operational Finances and guest service scores
• Employee Moral development and pushing a work life balance culture
• Created guest service initiatives to help hotels GSS standings
• Achieved clear zone audit - with no GM present
• Managed two properties as this role.
• Direct reports: Bar manager, Front Office Director, HSKP Director, Security Manager, Front Office Manager, F&B Manager

• Managed day to day operations of Housekeeping for a close to 400 room Marriott in Downtown Philadelphia
• Increased customer service ratings significantly through personable service.
• Managed and handled finances and payroll for over 30 employees and temps, 1 assistant Director and 2 Supervisors
• Improved GSS (Cleanliness) scores by 15 points with in 4 months of employment (59 to 74)
• Created Housekeeping "Star of the Month" award to promote moral and recognize talent
• Coached housekeepers on the difference of hospitality versus customer service. How to create an experience for every guest at all times
• Scheduling, Ordering and vendor Relations. Decreased operating expenses by 14%
• Assisted in Managing Front Office as Needed (stepped in after FOM left)

• Responsible for Guest Service, Reservations, Housekeeping, Engineering, Sales and Financials for airbnb like hotel buildings
• Managed Individual Buildings that were rented as airbnbs, vrbos and hotel rooms for the Mid Atlantic Region of NY, PA, NJ and DE
• Increased ADR 8% from 2020 to 2021
• Responsible for P&L of Region
• Oversaw staff and Operations in all areas
• Increased in room cleanliness scores; Developed, Trained and coached Employees and Managers Responsible for The Mid Atlantic Market (NY, NJ, PA, DE)
• Oversaw all Sales, New Business Development and Acquisitions teams
• Grew Region by 70% in less than One Year
• Achieved high Employee Moral in my Region; by focusing on developing staff, coaching and being flexible with scheduling
• Managed all third party vendors
• Closing large scale deals and negotiating contracts
• Traveled 65% of the time

• Promoted from Front Office Manager (5/2016 - 4/2017)
• Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
• AAA 4 DIAMOND Hotel
• Managed Front Office, Housekeeping, Engineering and F&B.
• Directed, Coached and Trained Housekeeping, F&B and Front Office Managers
• Decreased Labor costs by 6%
• Increased Return Guest percentage by 18% by Creating and Implementing a Rewards Program for the Hotel
• Assisted in Revenue Management and Package Development
• Lowered F&B food cost by managing waste
• Biggest Accomplishment: Hired a front desk agent that was in the army; coached and mentored him; he is now the GM of the hotel

• Engaged with guests on room requirements and amenities to promote overall satisfaction.
• Managed 30 Plus housekeepers, supervisor and housemen Scheduled, Hired and Trained Staff Focused on Improving Overall Hotels cleanliness issues.

• Supervised Staff in outlets
• Handled guest issues
• Managed cash drops
• Assisted in hiring