Steve Prunty
Kennewick,WA
Summary
Experienced leader skilled in managing multi-functional operations and projects related to service and hospitality. Advanced understanding of organizational strategies, management, procurement and vendor partnerships. Expertise in leadership, onboarding, training, retention, inventory management, development and standardization. Thorough understanding of hospitality and service industry best practices and effective leadership as well as passion for developing myself and fostering growth for those around me.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Program Manager
Washington State Dept of Labor and Industries
04.2022 - Current
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Leveraged project management processes and tools to define and execute projects.
- Devised creative solutions to critical customer and user needs.
- Facilitate continuous improvement projects throughout the agency
- Coached team members on productivity strategies to accomplish challenging goals.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
Office Manager
Washington State Dept of Labor and Industries
01.2020 - 04.2022
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Set aggressive targets for employees to drive agency success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Food and Beverage Manager
W Hotel
05.2018 - 12.2019
- Lead a team of 15+ in a luxury service environment producing $5 million per year in revenue
- Profit and loss accountability, maintained budged and decreased cost of sale by 3.5% over last year
- Recognized as Talent Coach (manager) of the Quarter, 1st quarter 2019
- Stabilized department turnover by creating a team-focused environment and have since received 100% on annual associate engagement survey
- Developed partnerships with local, national, and international beer wine and spirit vendors not only to manage inventory but to create, plan, and market special events
- Coordinated daily and nightly shift safety and sanitation procedures for bar areas and entire restaurant.
- Managed bar and wait staff and directed hiring program.
- Enacted progressive disciplinary measures for staff, managed work zones, and oversaw opening and closing duties.
- Responded to customer complaints, addressing concerns, and distress with amicable interactions.
- Selected wine, beer and alcohol products based on customer feedback and local product availability.
- Drafted beverage purchasing plan, aligning inventory needs with budgetary constraints by applying historical data.
- Trained food and beverage service personnel, confirming staff to provide recommendations and answer questions.
- Maintained highest standards for beverage quality and service.
Welcome Manager
W Hotel
05.2017 - 05.2018
- Lead a team of 20+ through the process of opening the Marriott Hotel of the Year
- Created and implemented training and incentive programs which helped us maintain top 5 service scores in all luxury Marriott properties worldwide
- Chosen for ‘task force’ opportunities on two separate occasions and sent to other luxury properties (Palace San Francisco and St
- Regis San Francisco) to train and assist their respective operations
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Front Office Manager
St. Louis Marriott West
05.2016 - 05.2017
- Started at a rank of 346/352 in our Front Desk Service scores and within one year improved to 42/356
- Challenged the hiring practices and instilled the “hire the right person, not a warm body” mentality with fantastic results
- Stabilized a gift shop which was losing money every month and created a profitable structure
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Musician’s Institute
Hollywood, CAFlathead Valley Community College
Kalispell, MTSkills
- Leadership
- Excellent written and verbal communicator
- Confident presenter and speaker
- Program performance analysis
- Scheduling and planning
- Team building
- Process improvement
- Training and development
- Project management
- Critical thinking
- Change management
Accomplishments
Lean/Six Sigma Black Belt
Manager of the Quarter - W Hotel Bellevue 2019
100% employee satisfaction survey score - W Hotel Bellevue 2019
Certification
- Lean/Six Sigma Black Belt, UW, 2023
- Data-Action Facilitator, L&I, 2020
Timeline
Customer Service Program Manager
Washington State Dept of Labor and Industries
04.2022 - Current
Office Manager
Washington State Dept of Labor and Industries
01.2020 - 04.2022
Food and Beverage Manager
W Hotel
05.2018 - 12.2019
Welcome Manager
W Hotel
05.2017 - 05.2018
Front Office Manager
St. Louis Marriott West
05.2016 - 05.2017
- Lean/Six Sigma Black Belt, UW, 2023
- Data-Action Facilitator, L&I, 2020
Musician’s Institute
Flathead Valley Community College
Similar Profiles
Deb ZachDeb Zach
Industrial Relations Agent, Lead Worker at State Of WA Dept. Of Labor & IndustriesIndustrial Relations Agent, Lead Worker at State Of WA Dept. Of Labor & Industries
Sheri OakesSheri Oakes
Organizational Change Manager at Washington State Department Of Labor & IndustriesOrganizational Change Manager at Washington State Department Of Labor & Industries
Jocelyn WrightJocelyn Wright
Administrative Assistant at Washington State Department of Labor and IndustriesAdministrative Assistant at Washington State Department of Labor and Industries