Max Wrightman

Lead daily operations for Welcome Desk within world flagship NYC location, which includes supervising team of 20 union personnel, collaboration on food and beverage operations, and monitoring staffing and resources levels across site. Develop weekly schedules and administer payroll. Coach and mentor team on best practices in service delivery.

• Spearheaded creation and rollout of Mobile Chat Engagement policies and SOPs, establishing guidelines for guest engagement that were adopted as global brand standard.
• Successfully led team through multiple BSA audits with high regard ratings.

Consult with clients in the hospitality and tourism space on strategies for improving brand positioning, shaping marketing campaigns and content, and aligning brand with target audiences and consumers. Develop comprehensive brand storytelling and marketing plans, including establishing visual brand identities, logos, and style guides.

• Leveraged user-centric design principles to improve UX and UI across websites.

Developed weekly schedules, supervised team of 14, and processed patrol in partnership with Front Office Manager. Maintained open lines of communication with guests and ensured positive guest experiences in adherence to brand standards for service. Reviewed guest and employee feedback and made recommendations for new strategies, policies, programs, and products.

• Drove efforts to improve staff retention by analyzing employee satisfaction data and creating open door policy to ensure employee concerns were heard.
• Recognized for performance and leadership with Sales Team Recognition Award.

Collaborated with hotel leadership team on supervision of staff and management of operations of Front Desk. Hired, trained, and mentored new team members. Engaged with Housekeeping on responding to guest concerns and maintaining 31-room hotel to ensure alignment with brand standards.

• Named direct point of contact for Harvard University, a deal that represented more than 300 booked nights per year.
• Served in additional role as Manager on Duty for cocktail lounge, Simple Truth.

Directed daily operations for tour company, identifying highlights across region for custom and themed tours. Drove all marketing and sales, as well as led branding strategy and storytelling. Negotiated contracts with hospitality partners, such as hotels, restaurants, sites, and more. Utilized SEO, PPC, and other digital marketing tools to expand brand presence. Recruited, hired, and trained staff.

• Launched business as part of high school senior project, expanding to four locations with eight team members in three years and sustaining more than $180k in annual revenue.
• Remained in General Manager role to lead strategy and vision following sale of business in 2020.