I am incredibly passionate about spending time outdoors Hiking and spending time in the ocean are a few pf my favorite hobbies But most importantly my love of cooking is something my entire family shares and enjoys doing together
Scott V. Frain
Rockville Centre
Summary
Results-oriented, seasoned, and performance-driven professional with over 30 years of hospitality management experience. Proven ability to direct sales, client and events management, and staffing and operational management. Skilled at addressing client needs and concerns to improve service standards, quality, and profitability. Effective at promoting a collaborative work environment and coordinating with others. Strong communication, leadership, problem-solving, and interpersonal skills. Technically proficient in Microsoft Office Suite (Word, Excel, and PowerPoint), QuickBooks Accounting (basic), and MICROS Systems. Dedicated to streamlining operations, decreasing costs, and promoting organizational efficiency. Utilizes independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
General Manager- Le Meridien Central Park
Highgate Hotels
04.2024 - 11.2024
- Guided and supported all operating departments
- Hold regular briefings and meetings with Department Heads
- Ensure full compliance of the Hotel operating controls, SOP’s, policies, procedures, check lists and service standards
- Worked with the Revenue team to achieve top line results
- In partnership with the hotel’s DOF assisted with, creation, presentation of the hotel's 2025 Budget, Sales and Marketing Plan along with the Capital Budget
- Ensured all hotel expenses, specifically labor and controllable items were all in line with budget
- Focused on driving guest satisfaction scores with an increase of 5% in Intent to Recommend Metric and a 6% increase in staff service scores over 6 months
- Increased Marriott Bonvoy loyalty enrollments from prior year by over 300%
- Created GM council with our Union Associates to build trust and foster a good working partnership
- Launched monthly recognition for associates and quarterly recognition for management
- Clearly defined roles and responsibilities for each team member to create 'ownership' and growth opportunities
Director of Operations
Highgate Hotels
07.2023 - 04.2024
- Worked with the NYC Humanitarian and Human Response team as the hotel functioned as a Migrant Housing Facility
- Enhanced protocols that ensured the safety and security of all residents and team members were prioritized
- Negotiated with the Union changes to protocols while still focusing on cleanliness and guest service in our housekeeping department
- Focused on labor and overtime controls as occupancy and rates were guaranteed per day
Hotel Manager
Sheraton New York Times Square hotel
04.2022 - 07.2023
- Oversee operational functions of all hotel departments
- Held regular briefings and meetings with Department Heads and hotel leadership
- Ensure full compliance of the Hotel operating controls, SOP’s, policies, procedures and service standards
- Assisted departments with maintaining of labor controls as needed
Director of Food & Beverage
Marriott
07.2021 - 04.2022
- Oversaw all food and beverage operations of 4 outlets and 65,000 square feet of meeting space
- Responsible for meeting or improving upon all budget targets: product cost control, labor cost control, supplies and services cost control, and revenues
- Responsible for total operations exceeding $39,000,000
- Helped create and maintain a work environment that promoted client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction
- Helped create personal development plans for all managers providing opportunities to learn at other properties and train in different disciplines
- With members of the Executive committee, we provided open forum and feedback sessions with our teams
- In February of 2022, I assumed operational responsibility for Front Office and Housekeeping in addition to my food and beverage responsibilities
Director of Event Operations
Marriott
05.2017 - 04.2021
- Created guidelines for Event Managers to use in all Client communications to find optimum balance between guest expectations and operations
- Established a weekly program for Banquet Managers to present best practices to our Event Planning team to ensure client satisfaction while maintaining hotel operational integrity
- Worked with the Executive Team to develop and implement the business plan and long-term strategies for Event Operations
- Developed, monitored and ensured all department financial goals were achieved
- Implemented a Banquet/Event Program with a focus on guest connections and building relationships with our clients
- Standardized staffing levels to ensure that guest service and operational needs were met
- As part of the leadership development created cross-discipline and multi-property training opportunities for Banquet Management Team
- Exceeded department net profit goal by 52%
- Achieved labor goals with 2.1% savings to budget
- Increased Guest Satisfaction Scores by 12 points
- Increased overall department Engagement Scores by 17 points
- 2018 Marriott Global Award Winner Event Excellence Classic Premium
Director of Event Operations
Marriott Marquis
08.2015 - 05.2017
- Company Overview: New York, NY
- Maintained department finances including budgeting, forecasting, capital and operational expenses along with labor controls
- Conducted Bi-Annual Performance Reviews and created Personal Development Plans for 18 managers and supervisors
- Coordinated and collaborated with cross-functional teams (sales, event management) to promote teamwork and drive top and bottom line revenue goals
- Partnered with a 3rd party to recreate new staffing guidelines for our Event Services team
- Continually created modern banquet presentation and service
- New York, NY
- 2016 Leadership Excellence Award Winner
- Increased AES and ESS Department Scores
- Exceeded Department Profit Goals
President | Owner
Amerivents-Event Management and Staffing
03.2007 - 05.2014
- Company Overview: New York, NY | Washington, DC
- Presided over interviews, hiring, and training for more than 3,000 individuals regarding diverse styles of service within the restaurant, catering, and fast casual environments
- Took part in developing employee handbook and training manuals for internal employees
- Monitored overall facets of application and paperwork procedures for all temporary employees
- Administered all aspects of handling phone calls and solicitation of referrals from existing clients
- Effectively served as the direct point of contact for more than 100 clients
- Directed the entire menu design and site inspections as well as equipment rentals, vendor, and sponsor management
- Budgeting and maintaining of profit margins on all staffing and event management projects
- Negotiated hotel contracts and coordinated all travel related needs for external clients and internal team needs
- New York, NY | Washington, DC
- Spearheaded staffing, client management, and operational support for various large-scale events, including: Kentucky Derby (2009–2015), New York Wine and Food Festival (2008–2014), United States Open Tennis Tournament (2007–2014) including management of 90 luxury suites
Education
Towson State University
Towson, MDSkills
- Advertising and marketing
- Sales
- Branding
- Purchasing
- Motivation
- P&L management
- Quality management
- Organizational restructure and change
- Staff management
- Consistently meet goals
- Inventory control
Accomplishments
Recognized for leadership excellence across multiple properties including as a Marriott Global Award winner.
- Staffing - Worked directly with Human Resources to streamline hiring and onboarding process.
- Increased guest experience scores at each location that I have worked. The primary driver has been communication and empowerment for the employees to be able to make decisions that had positive guest impact
- Used Microsoft Excel to develop profitability tool that was implemented across multiple departments and hotels.
Training
- Certified Training for Intervention Procedures (TIPS) Trainer
- Organizational Development Training - Society for Human Resource Management (SHRM)
- Foundations of Leadership Training
- Servsafe Certified
Qualifications Summary
Results-oriented, seasoned, and performance-driven professional, offering more than 30 years of Hospitality Management experience. Adept at directing all facets of sales, client and events management; and staffing and operational management. Skilled at addressing client needs and concerns to continuously improve service standards, quality, and profitability. Effective at coordinating with people and promoting collaborative work environment. Equipped with strong communication, leadership, problem-solving, and interpersonal skills. Technically well-versed in using Microsoft Office Suite (Word, Excel, and PowerPoint), QuickBooks Accounting (basic), and MICROS Systems.
Interests
Timeline
General Manager- Le Meridien Central Park
Highgate Hotels
04.2024 - 11.2024
Director of Operations
Highgate Hotels
07.2023 - 04.2024
Hotel Manager
Sheraton New York Times Square hotel
04.2022 - 07.2023
Director of Food & Beverage
Marriott
07.2021 - 04.2022
Director of Event Operations
Marriott
05.2017 - 04.2021
Director of Event Operations
Marriott Marquis
08.2015 - 05.2017
President | Owner
Amerivents-Event Management and Staffing
03.2007 - 05.2014
Towson State University
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