Summary
Overview
Work History
Education
Skills
References
Timeline
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Tyler Gruden

Ruskin,FL

Summary

Driven to learn quickly, with a desire to advance computer proficiency and training in industry operations. Solid background in the hospitality field and office settings supporting team needs. Flexible and hardworking team player focused on boosting productivity and performance with conscientious and detail-oriented approaches.

Overview

11
11
years of professional experience

Work History

Operations Manager

HRI PROPERTIES
04.2022 - Current
  • Hyatt House Hyatt Place – 345 rooms
  • Developed and deployed long term and short-term goals to ensure department and hotel success
  • Analyzed Medallia and Tableau to ensure guest trends are monitored and addressed for new training opportunities and reduction of negative feedback
  • Increased cleanliness scores of both properties by 4.5 points and 2.3 points over fiscal year 2022 on Hysat scoring metrics and NPS by 10.1 points and 10.9 points on fiscal year 2022
  • Implemented new safety and security procedures to ensure reduction of OSHA recorded incidents and ensure safety of our staff
  • Work closely with all other departments to increase communication and provide best result for our hotel on any given day
  • Decreased guest complaints regarding housekeeping by 69% thus reducing compensation payouts and increasing overall revenue
  • Reduced overall expenditure of staffing, operating supplies and guest supplies by proper scheduling and proper cleaning procedures to reduce wasted supplies
  • 10+ years of HotSOS usage in all aspects, front desk, housekeeping, and food and beverage usage
  • Created an environment of accountability to uphold Hyatt standards and to ensure smooth daily operation of department
  • Teach, supervise, and mentor multilingual and multicultural staff to create a cohesive and successful team with teamwork, safety and respect
  • Managed and implemented proper turndown service, special needs of VIP guests, celebrities, etc
  • Developed positive culture within the housekeeping department to ensure teamwork and receiving 91% on employee satisfaction for year 2022
  • Promote Hyatt service standards and procedures to new team of housekeepers, supervisors and managers

Regional Manager of Janitorial Division

Owens Realty Services
09.2021 - 04.2022
  • Conducts site visits to identify opportunities, develop systems, increase performance, and create action plans to address deficiencies
  • Critically analyzes, provides guidance, and develops plans on all guest experience metrics, including Medallia, HotSOS, Trip Advisor, AES, and other indicators
  • Monitor the performance of internal and external housekeeping teams and leaders and provide regular updates to VP of Housekeeping
  • Communicates with all external housekeeping vendors and holds them accountable to achievement of their service level agreements; analyzes service issues, identifies trends; designs and implements improvement strategy
  • Enforces cleaning protocols and processes for the care of all areas of the resort including guest units, common area, flooring, and back of the house areas
  • Reviews reports and financial statements to determine performance against budget
  • Accountable for brand standards, service initiatives, the guest experience, guest feedback trends and actions to address issues, talent development, and retention.

Guest Experience Manager

Walt Disney Company
09.2012 - 09.2021
  • Contemporary Resort – 1300 rooms
  • Maintains the day-to-day operation of the resort and ensure that staffing levels are correct and that daily tasks are being completed in a timely manner
  • Ensure that guest inconveniences are dealt with in a proper and timely manner and end in a satisfactory way for our company and our guest
  • Analyze and evaluate trends in the day-to-day operations and use that information to better the operation and plan for new and upcoming trends
  • Use reporting tools and other mediums (tableau, new knowledge, Lilo, Cast App, etc.) to assist Guest, and help in running the day-to-day operation of the Resort
  • Meets daily with over 100 Cast members, and give detailed day to day tasks to the Cast to ensure the operation runs smoothly and without interruption
  • Ensure that the correct labor is available for the weekly operation of the resort and partners with our scheduling partners to ensure proper staffing
  • Ensure that any unanticipated situations are handled and taken care of in an efficient and timely manner to ensure Guest satisfaction
  • Uses various types of communications (such as excel, PowerPoint, word, and outlook) to track and show various trends in room cleanliness to improve the overall Guest experience
  • Partner closely with other departments to ensure proper communication and that projects and operations are being completed by multiple departments to ensure Guest satisfaction
  • Supports local projects and monitor any potential impacts to the Guest and Cast experience

Education

Bachelors of Computer Science -

Florida international University

Associates - Arts

Valenica Community College

Skills

  • Microsoft Office
  • Java
  • Tableau
  • HotSOS
  • Medallia
  • PostgreSQL
  • Reliable
  • Maven
  • Spring boot
  • Lilo PMS
  • Opera PMS

References

Jose Castillo - Resort Duty Manager -321-437-7052

Ryan Clifton - Director of housekeeping - 386-801-6335

Raymond Canal - Assistant General Manager - 760-712-8555

Patrick Sorge - General Manager - 312-860-8264

Santiago Arias - Assistant Front Office Manager - 786-780-6544

Cristell Asenjo - Assistant Director of housekeeping - 727-482-4961

William Alonso - Proprietor of Food and Beverage - 407-701-8529

Kelly Harris - Director of Housekeeping - 407-242-2905



Timeline

Operations Manager

HRI PROPERTIES
04.2022 - Current

Regional Manager of Janitorial Division

Owens Realty Services
09.2021 - 04.2022

Guest Experience Manager

Walt Disney Company
09.2012 - 09.2021

Bachelors of Computer Science -

Florida international University

Associates - Arts

Valenica Community College

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