Tom Wyatt, IOM

I support the DELTA Tech Ops Headquarters. DELTA Sky Clubs, and DELTA Reservation Center contract. Liaising with Aviation leaders, DELTA's highest tiered members, and DELTA's Sky Clubs and Lounge Experience Leaders my team delivers and curates exceptional experiences. Managing company assets and human capital to contract specifications we execute success

Hospitality Manager for the #1 and #2 performing Sky Clubs out of the complete portfolio at Hartsfield Jackson International Airport for July 2024 per INSAT scores
Mentor, advise, and coach a total of 100 team members
Serves as confidant for numerous hourly associates on topics ranging from personal struggles, career goals, and family dynamics
Advises salary leaders on operational strategies, retention methods, and staff dynamics
Hosted on average 1700 guests daily at two different Sky Clubs
Aids in the recruitment of salaried and hourly talent at Hartsfield Jackson International Airport
Hosted 5000 travelers on Thursday leading into Labor Day 2024 in (4) hours between two Sky Clubs

Hosted the Governor of Arkansas and former Press Secretary to the President of the United States

Also serves as Catering Operations Manager
As Catering Operations Manager I coordinate multiple events ranging from Executive Tastings, small team luncheons, award receptions, retirement luncheons, to departmental breakfasts
Accommodations for groups ranging from 10 people to 200 people are managed
Holds Hartsfield Jackson International Airport Security Badge with Escort Privileges

• Skills: Event Management · Food & Beverage · Guest Experience · Human Resources (HR) · Inventory Management · Labor Control · Leadership · Management · P&L Management · Program Management · Security Awareness · Service Recovery · Team Building · VIP management · Data Analysis · Customer Relationship

• Drove revenue to $1.3million during slowest quarter of 2024
• Drove revenue to $572,000.00 in 04.2024
• Mitigated inherited communication challenges through implementation of Microsoft Teams
• Engaged numerous maintenance projects that improved facility operations
• Tackled payroll errors and enhanced accuracy to above 90% in 60 days
• Tackled building cleanliness and elevated weekly close process within 90 days
• Hired needed staff for the volume period of 04/24 through 10/24
• Synchronized uniform of team as one unit within 120 days
• Executed a company revenue record week for St

Patty's Day 2024

• Wrote Menu Rollout Guidance 2024 improving the process for staff awareness through guest engagement
• Scheduled Front of House staff utilizing HotSchedules technology managing labor below 13%
• Executed Bar Management Inventory for $2 million annual beverage program
• Counseled, trained, advised, and motivated staff from hourly to salaried associates.
• Assisted with the preparation of presentations, reports and other documents for management meetings
• Served as contact person and source of information to maintain good communication with clients
• Instituted new employee training procedures to reduce onboarding process time length
• Checked stock to determine inventory levels and maintain office supply products
• Reviewed and approved vendor invoices
• Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction
• Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales
• Monitored financial performance and identified areas for improvement in cost savings and revenue generation
• Coordinated training activities for employees to ensure compliance with company policies and procedures
• Ensured compliance with local health department regulations regarding food safety standards
• Resolved customer complaints quickly while maintaining high quality standards of service delivery
• Implemented employee recognition programs to motivate staff members towards achieving organizational goals
• Conducted regular meetings with senior management team to review progress against established objectives
• Developed marketing strategies designed to increase brand awareness within target markets

• Supported the General Manager and ownership team in operating a 300 Seat $5,000,000.00 annual enterprise
• Developed, recruited, and retained a diverse, inclusive, and talented team
• Wrote and led the implementation of the dining room strategy managed for peak volume service which led to consistent achievement of weekly revenue goals since January 2023
• Co-led a team of 80 associates
• Partnered with Executive Chef and marketing in curating events and menus that drove revenue
• Implemented and sustained processes that grew profitability leading After Action Assessment
• Built partnerships in the area with hospitality leaders sustaining customer interest, guest loyalty, and revenue growth
• Reconstituted Line-Up for fine dining service team
• Rolled Out a new Winter Menu
• Reinstituted Bar|Inventory|Management system for a $1 million dollar annual beverage program
• Re-Activated BEO|Operations Meeting conducted weekly driving organizational performance
• Focused serving team on (3) V's: Verbiage, Volume, Versatility
• Researched and wrote a compensation review based on an analysis of the Atlanta market
• Developed and implemented effective strategies to maximize sales and profits
• Monitored inventory levels and placed orders for new stock as needed
• Created promotional campaigns to increase store traffic and generate revenue
• Resolved customer complaints in a timely manner while maintaining a professional demeanor
• Provided training, guidance, and support to staff members on proper procedures and policies
• Evaluated current processes within the store environment to identify areas of improvement
• Collaborated with other departments within the organization to coordinate projects
• Assisted in the recruitment process by conducting interviews with prospective candidates
• Communicated regularly with suppliers regarding product delivery timelines, pricing information
• Motivated and led team members to work together to achieve targets
• Managed store cash intake with high accuracy and prepared daily bank deposits
• Managed and mentored staff to carry out operational directives with high productivity and accuracy
• Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives
• Enhanced team engagement and performance with daily updates and informational meetings
• Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs

• Experienced member of the opening Front Office team for 13 months at Atlanta's only boutique culinary hotel featuring 3 restaurants and 3 bars
• Driving top performance in our comp set
• Liaised with celebrities, production company staff, corporate executives, public officials, entertainers, athletes, and Atlanta's brides, grooms, and their friends and family
• Supported each team in the Rooms Division yielding exceptional guest experiences for 1000's of visitors during the (13) month period
• Given proximity to the Reverence Fine Dining restaurant welcomed hundreds of guests in the absence of a host and restaurant Manager
• Fielded substantial feedback from guests regarding their dining experience daily-sometimes facilitating service recovery
• Responded to inquiries to many of the nearly 500 attendees of the Atlanta Food and Wine Festival event hosted at Epicurean Atlanta Hotel October 2022
• Served as host/liaison to Atlanta Mayor Andre Dickens and staff during three high profile events
• Greeted customers in a professional and friendly manner
• Answered telephone calls, responded to inquiries and provided information regarding services
• Maintained customer accounts by recording and updating account information
• Processed payments accurately and efficiently
• Scheduled appointments for clients according to established procedures
• Provided administrative support to other departments when needed
• Ensured proper handling of confidential information at all times in accordance with company policies
• Operated office equipment such as computers, printers, copiers, scanners
• Provided assistance to visitors in finding their way around the office premises
• Calculated money due and processed payments
• Welcomed large volume of guests and improved overall customer service
• Directed clients and guests to correct departments
• Planned customized itineraries for guests with special activities to support local tourism and entertainment industries

• Dynamic and versatile member of the Front Office opening team for this 300 room boutique/luxury hotel driving top performance in our comp set
• Supported a $6000.00 monthly service recovery budget to ensure enhanced guest experiences
• Developed Christmas Week 2019 itinerary for Mr
• Miller and family (hotel property owner)
• Recognized in 2020 as a top performer delivering exceptional guest service through SALT surveys in 2019
• Wrote VIP Protocol for hotel Front Office team reference
• Consistent staff highlight on Trip Advisor delivering exceptional service
• Liaised with Historical Tours of Atlanta conducting numerous tours of the property highlighting its historical significance
• Hosted Asa G Candler the V (nearest descendant to the founder of Coca Cola) and family successfully for his birthday celebration
• Hosted DELTA's In Service Flight team during training conference 2019
• Hosted SEC Championship 2019 attendees
• Hosted 2019 Chick Fil A Peach Bowl attendees
• Interfaced with transportation and security team members while hosting Celebrity clientele
• Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions
• Provided detailed information about the city's points of interest, restaurants, transportation options, and other activities
• Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events
• Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival
• Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms
• Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor
• Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests
• Maintained a professional presence at the front desk area by adhering to dress code standards
• Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately
• Processed payments for services rendered using cash register systems or POS terminals when necessary
• Developed strong relationships with key partners in order to ensure smooth operations between departments
• Organized packages received by mail or courier on behalf of guests while ensuring they are properly tracked
• Ensured compliance with safety regulations within the workplace by following established guidelines
• Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times
• Kept updated records of guest feedback forms in order to measure service quality over time
• Handled complaints from customers in an efficient manner while working towards satisfactory resolutions
• Performed administrative duties such as filing paperwork related to concierge service transactions
• Prepared reports detailing customer satisfaction surveys and other data pertaining to concierge services
• Trained new staff members on proper policies and procedures related to customer service delivery
• Directed incoming calls and messages to appropriate staff or residents
• Maintained guest privacy and building reputation by keeping information confidential
• Entered work orders for housekeeping, pest control and maintenance issues
• Arranged special accommodations for guests to enhance visitor experiences
• Retained knowledge of local events to offer recommendations and personal services
• Arranged wake-up calls, dry cleaning and pet care as requested by patrons
• Scheduled conference room and other reservations using proprietary software
• Assisted in arranging for restaurant reservations and limousines upon guest request
• Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills
• Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries
• Updated front desk's concierge book to maintain most relevant visitor information.
• Built and maintained productive relationships with employees
• Greeted clients and provided personalized support to meet unique needs and promote brand loyalty
• Arranged for tours and expeditions, setting accommodations, transportation, equipment and medical personnel availability
• Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums
• Gave clear directions to local museums, restaurants and places of interest to patrons
• Made reservations for spa treatments, restaurants and golf tee times