Stephen T. McLean

Senior-level leader in the highly competitive hospitality industry with extensive experience in resort club management, country club management, community association management, and hotel management. Demonstrated success in surpassing financial and service objectives through implementation of world-class service delivery, lean operating methods, renewed marketing directives, and incentive-driven rewards for team achievements. Skilled in developing high-potential team members into exceptional leaders with the innovation necessary for financial and operational success. Proven track record in increasing revenues, improving profit contributions, and maximizing guest, member, resident, and team member satisfaction. Committed to being a top performer in the industry.

• Hampton Hall Club, Contractor, Bluffton, SC, Interim HOA Director, 09/01/22, 12/01/22, Charged with directing all HOA personnel in executing security, maintenance, review board, and common ground responsibilities. Bid a 2-million-dollar lagoon restoration project and tree removal program. Reviewed and revised the HOA documents and procedures.
• Azure Condominium, Jupiter, FL, General Manager, 07/01/16, 12/01/17, 101 ultra-luxury multimillion-dollar residences in two mid-size high-rise buildings bordering a deep-water marina. Led a Team of 24 to ensure brand standards, maintain physical assets, and deliver a consistent best-in-class resident experience. Involved in all aspects and decisions in establishing all pre-opening standards and systems for our maintenance, concierge, security, accounting, and sales teams, operating this new $100M development project.

• Executive Director, Delray Grande Condominium and Club, Delray Beach, FL, 01/01/04, 01/01/07
• Director of Club Operations, Pelican Bay Foundation Inc., Naples, FL, 01/01/01, 01/01/04
• Director of Food Beverage, Mar-a-Lago Club & Trump International Golf Club, Palm Beach, FL, 01/01/99, 01/01/01
• Director of Banquet Operations, Contract PGA National Hotel and Spa, PBG, FL, 01/01/98, 01/01/99
• Director, Banquet Operations, Breakers Hotel, Palm Beach, FL, 01/01/93, 01/01/97
• Director, Banquet Operations, Ritz Carlton Hotel, Palm Beach, FL 1/01/91, 01/1/93

CAM – Community Association Manager 

CMAA – Club Managers Association of America

• Experienced in opening and managing leading luxury and award-winning properties and F&B operations requiring best-in-class service and member/guest relations.
• Involved in all aspects of pre-opening standards and systems for maintenance, concierge, security, accounting, and sales team for a $100M residential development.
• Managed multiple departments (e.g., dining rooms, banquets, room service, barista, beverage carts, off-site catering operations, housekeeping, member service, and programming, grounds and facilities, architecture review).
• Recognized as a turnaround specialist for distressed operations through education, training, alignment with culture and brand standards, and performance accountability.
• Improved guest satisfaction scores by 40%, staff retention by 12%, and vendor relations.
• Established a profit center within 2 years, generating 120K first-year revenue, removing the need for investor funding.
• Introduced a mentoring program to develop and promote team members, reducing turnover by 11%
• Measured the performance of all staff through verification and analysis of resident satisfaction systems and performance-based evaluations.
• Instituted a cross-utilization program and reduced peak season overtime by $48K.
• Formed a Task Force to address the 70% base of residents not using Concierge Services, resulting in a $320K increase in annual revenues.
• Reduced food costs by 5% through proper inventory rotation, menu engineering, and waste reduction.
• Solicited proposals from outside vendors/contractors for major projects and conducted contract negotiations.
• Created and managed budgets ranging from $2.5M - $15M in annual revenues.