Mervin Richards
Director, Hotel Technology & Revenue
New York,PA
Summary
Versatile and strategy-driven Director with over 13 years of experience in IT business, project and hotel operations management. Collaborative liaison to key clients, vendors and external stakeholders superlatively developing, translating and delivering on strategic planning and growth towards business solutions. Multifaceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions support adept in creating seamless integration of new operations and businesses.
Overview
16
16
years of professional experience
7
7
Certifications
Work History
Information Technology Operations Manager
Marriott International, Inc.
Denver, CO
03.2022 - Current
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Monitored sales forecasts and projected financial planning for organization to achieve revenue goals.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Managed 14 team members across various departments, resulting in 100% engaged associates leading the brand and consistently exceeding forecast/actuals expectations by 60%
Director, Hotel Technology & Revenue
Marriott International, Inc.
New York, NY
09.2021 - Current
- Catapulted and strengthened IT and Operational 2021 sales 850% over annual numbers in 2019/2020 and surpassed goals, using forward-thinking leadership approaches. Direct IT discipline's revenue-generating function in large properties with shared infrastructure; generating reoccurring revenue of $100k+ monthly. *Marriott IMPACT Program
- Work with property management and Regional IR leadership to participate in the acquisition of technology services for both internal & external clients through an understanding of the property's specific business/customer base (i.e., convention).
- Provide strategic leadership for Information Resource services surrounding initiatives and projects and coordinates with corporate leadership on systems/services to enhance services in specific properties.
- Manage direct reports (property systems manager, property systems technicians) or direct work of on-site shared services staff and verified daily execution of technology and customer service.
- Identified potential risks for stakeholder audit rollouts and developed resolution processes through Six-Sigma and Project Management Ideologies.
- Actively sold technology solutions to vendor, group and convention clients throughout event planning and execution processes to achieve maximum technology sales.
- Initiated removal of process friction and increased productivity with Operations Team to ensure effective, closed-loop feedback process is in place between Sales, Finance and other supporting disciplines.
- Developed succession plans and promotion paths for associates while increasing associate engagement and meeting needs and goals of department.
Network Specialist, Sr. Manager
Marriott International - Gaylord Rockies Resort & Convention Center
Denver, United States
04.2019 - 09.2021
- Delivered design and implementation of DIMAC Six-Sigma methodologies for hotel operations to control project costs and meet deadlines.
- Supervised and lead teams of IT technicians and sales coordinator operational teams to be engaged in administering complex IT infrastructure and keep projects on-track and tasks prioritized on daily basis.
- Managed large-scale projects and initiatives including, introducing new systems, tools, and processes to support attainment of challenging objectives across 5+ sites throughout various regions and major markets.
- Negotiated prices and finalized technology solutions for $5 million + in IT assets for new data centers.
- Led efforts to determine and remedy deficiencies and Establish semi-annual cost-saving measures and alleviated compliance risk through software license audits.
- Maintained strict budgetary control on audit and implementation projects ranging from $5,000 to $250,000 and working with project teams to track costs and control expenditures without sacrificing quality.
- Increased IT productivity, efficiency, agility and responsiveness, leading team of 9 to design VMware high-availability solution.
Member
Marriott NextGen Business Council
Denver, Colorado
01.2020 - 01.2021
- Coordinated projects dedicated to raise awareness of organizational mixed-generation leadership, applying strong project and team leadership abilities to enhance group success on quarterly basis.
- Organized mentor-ship programs and support resources to boost operational efficiency of leadership and operational areas 2 times monthly.
- Created and implemented study procedures to obtain required information and support hotel operations and community research goals.
Market IT Manager
Marriott International
New York, NY
04.2016 - 04.2019
- Supported budget process and TCO modeling to manage and reduce spending, retaining $50,000+ in hotel operational costs annually.
- Coordinated & supported Starwood (SPG) Acquisition and migration team in New York; moving Starwood network and IT infrastructure to its parent company's IT Network infrastructure and business models.
- Experienced professional and mentor working in major Union-labor work environments.
- Liaised between senior management and front-line team members to implement effective changes and revitalize market growth, annually.
- Reviewed and assessed architecture design, implementation, testing and deployment needs to identify project requirements and costs. Worked in direct contact and performed monthly lab tests and pilot projects with Property Management Systems Operations Team at Marriott Headquarters.
- Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems throughout eastern region.
Senior Property Systems Technician
Dorado Beach, A Ritz-Carlton Reserve
Dorado, PR
12.2012 - 04.2016
- Opened and successfully lead technology solutions for the first 5-star Ultra-Luxury Hotel & Resort in Americas maintaining best voted 5-star "ultra-luxury" resort in the western hemisphere with top service with the integration of IT support for internal and external guests.
- Manage on advanced/Expert Level one of very few in the company “Full GPNS network with over 8,000 network drops across a 54-acre property.
- Delivered professional persona and attitude at all times, even when dealing with unhappy or irate individuals, to meet and exceed company objectives.
- Collaborated successfully with clients to achieve objectives by utilizing strong communication, interpersonal and people skills.
- Performed regular maintenance and testing to service and optimize complex computer systems, applications and environments.
- Trained new system users and employees in classroom type sessions to promote useful system knowledge and operations expertise.
- Saved department and operations $10,000+/annually by implementing cost-saving guest entertainment initiatives that addressed long-standing problems for clients staying at an ultra-luxury resort.
Systems Analyst
Marriott International - Ritz-Carlton Hotel & Destination Club
Charlotte Amalie, St. Thomas, VI
02.2010 - 09.2012
- Defined business goals to determine systems requirements.
- Diagnosed, troubleshot and resolved network and system problems.
- Investigated and addressed over 100 daily intrusion system issues to enhance usability and improve functionality.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions 5+ times weekly.
- Delivered in-depth PMS and cyber security support training, imparting knowledge of best practices for protecting data and minimizing errors.
- Maintained and administered computer networks and environments, including computer hardware, software and applications.
Senior Property Systems Technician
Marriott International - Ritz-Carlton San Juan Hotel & Casino Resort
San Juan, PR
01.2014 - 03.2015
Systems Analyst
Marriott International - Marriott Frenchman's Reef & Resort
Charlotte Amalie, St. Thomas, VI
01.2012 - 09.2012
Skills
Vendor Management and Collaboration
undefinedCertification
Six-Sigma Green Belt
Additional Information
- 2023 nominee for Marriott International Mid-Level Managers (MLMS) sponsored and led by the Executive Leadership Council (ELC)
- 2023 member of the Young Professionals Associate Resource Group (ARG) for Marriott International
- Leader and member of the IT Security and Data Leaders Program at Strategy Insights Group (Present)
- Leader on the DEI Board (Diversity/Equality/Inclusion/Respect) (2022-Present)
- Nominated and Awarded: Opportunity to represent Marriott at 2022 AfroTech22 Conference; advocate and leader in DEI (Diversity/Equality/Inclusion). (2022)
- Certificate of Achievement: Foundations of Leadership 2018 (12/2018 – Present)
- Completion of the Gold standards Exam (2014)
- Certificate of Recognition: 5-Star Quarterly Performance Leader Award (Consistent awards throughout the quarters) (04/2013 – 10/2014) Dorado Beach, a Ritz-Carlton Reserve
- 5-Star Quarterly Employee Excellence Award (10/2011 – 12/2011) The Ritz-Carlton, St. Thomas
- 5-Star Annual Employee Excellence Award (2011) e Ritz-Carlton, St. Thomas
- Certified Microsoft Office 2010-2016 Management (2012 – 2016)
- Ritz-Carlton Green Book Courses & Certification (2015 – Present)
Timeline
Information Technology Operations Manager
Marriott International, Inc.
03.2022 - Current
Director, Hotel Technology & Revenue
Marriott International, Inc.
09.2021 - Current
CompTIA Security+
10-2020
Six Sigma Black Belt Professional
09-2020
Member
Marriott NextGen Business Council
01.2020 - 01.2021
Network Specialist, Sr. Manager
Marriott International - Gaylord Rockies Resort & Convention Center
04.2019 - 09.2021
Market IT Manager
Marriott International
04.2016 - 04.2019
Senior Property Systems Technician
Marriott International - Ritz-Carlton San Juan Hotel & Casino Resort
01.2014 - 03.2015
Senior Property Systems Technician
Dorado Beach, A Ritz-Carlton Reserve
12.2012 - 04.2016
Systems Analyst
Marriott International - Marriott Frenchman's Reef & Resort
01.2012 - 09.2012
Systems Analyst
Marriott International - Ritz-Carlton Hotel & Destination Club
02.2010 - 09.2012
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