Walter Brown
Monterey,CA
Summary
Recognized as a transparent and communicative leader who drives results through influence and collaboration. Through 20 years of Service with Hyatt Hotels and Resorts, each position has progressed with assignments at some of Hyatt's most Iconic properties in the United States. Instrumental in delivering optimal results with Associate Engagement, Customer Service, and Financial cycles. Adaptable partner with an approachable leadership style who focuses on strategy and execution.
Overview
12
12
years of professional experience
Work History
Hyatt Regency Savannah
Hyatt Regency Chicago
Hyatt Grand Champions Resort and Spa
Hyatt Regency Palm Springs
Hyatt Regency New Orleans
06.2004
Director of Rooms
Carmel Valley Ranch
08.2022 - Current
- Oversight of all leadership direction Rooms operations from the Front Office, Guest Services, Security, and Housekeeping
- Participate in Leadership of activities, recreation, and spa operations
- Mentoring of 10 Leadership team members and over 100 employees.
- Exceeded Customer Service metrics for two consecutive years, averaging YOY growth of 3 bps
- Maintained a YTD cleanliness score of 96%
- Accomplished Top 3 Trip Advisor ranking for hotels in Comp set
- Creation of several social media partnerships for the Hotel
- Completion of the Resort's 2024 Archer project.
- Managed multiple million-dollar renovations in premium guest rooms suites, and recreation center.
- Instrumental contributor to the renovation of Think Tank Board Room.
- Assisted with maintaining the hotel's yearly average guest room ADR of $736
- Formation of profit improvement tactics to decrease for Rooms Division expenses and payroll by 5% YTD
Assistant Director of Operations(F&B)
Hyatt Regency Atlanta
08.2019 - 08.2022
- Responsible for leadership direction for all Food & Beverage Operations including over 139k meeting room space and 5 F&B outlets
- Accountable for 5 department head as direct reports
- Executed Divisional cost savings procedures for monthly profitability results
- Monitoring of F&B social media accounts
- Development of multiple revenue driven avenues, menu offerings, & cost containments for hotel F&B outlets, that increased F&B sales YOY in outlets within hotel
- Oversaw and ensured guest satisfaction for all Outlets with construction of customer service driven program which to YOY growth of 2 bps for overall F&B experience
- Creation of banquet enhancement for coffee breaks
- Enhancement of décor and dining experience for hotel's Roof top Restaurant and 3 meal period restaurants
- Weekly revenue forecasting and annual budget planning completion
- Organized effective beverage cost and allocation measurements to consistently exceed beverage
- Preparation of division's execution large conventions such SEC championship, AmericasMart Atlanta, International Production & Processing Expo and Chic Fia Bowl.
Assistant Director of Rooms
Hyatt Regency Atlanta
08.2018 - 08.2019
- Responsible for leadership direction for the entire Room Division operations including 1260 guest rooms
- Created of multiple employee recognition programs for each department within the Division
- Accountable for 6 department head as direct reports
- Supervised HPOR productivity measurements for all areas within the Rooms Division
- Development of Work Life Balance tactics for all leaders
- Implemented CPOR savings metrics in housekeeping expenses
- Improved Guest Satisfaction Scores by enlightening the guest arrival, stayover and departure experiences
- Executed an effective guest room cleanliness programs within housekeeping
- Formatted service enhancements programs for all World of Hyatt's Top Elite and Hotel's Top 50 Customers
- Creation of loyalty programs driven to increase hotel's World of Hyatt enrollment goals
- Participated in yield, strategy, pick up and financial review meetings
- Provided control measurements for the Rooms Division's financials
- Conducted monthly assets management calls of the division's entire financials results from the previous month
- Organized of major hotel convention events such as 50 year Atlanta Regency anniversary, Dragoncon, ITW Media Capacity Group and Super Bowl 2019
- Assisted with completion of Room Division yearly budget planning for upcoming year financials.
Front Office Manager/Guest Services Manager
Hyatt Regency Atlanta
02.2015 - 08.2018
- Execution of the hotel Pre-arrival, Stayover, and Departure guest communication
- Created effective revenue generator drivers to assist with raising ADR and overall Room's Division revenue
- Cultivated numerous customer service and check-in process enhancements, leading to year-over-year success of service scores
- Instrumental with the hotel attaining its first NPS and Customer Service metric of 50%, plus continuing years of YOY growth
- Maintained a consistent Check in process scorecard of 78%
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
Front Office Manager & Executive Housekeeper
Hyatt Regency Columbus
06.2012 - 02.2015
- Managed and oversaw proper organization of convention group’s arrival and departure experience
- Department success visualized in surpassing Guest room upsell goals in 2014
- Assisted with the hotel surpassing its 2013 NPS goal of 43% and attained 45%
- Assisted with attaining at 47.2% NPS in 2014 and 1.9% growth year over year
- Managed an entire department of 60 plus Hyatt and outsourced associates
- Successfully decreased Medallia guest room cleanliness and working order problems year over year
- Organized and lead the department in effectively managing city wide convention events such as Ohayocon, Matsuricon, 2015 NHL All-Star, National American Miss Pageant and Rejuvenate conference.
Education
Bachelor of Science in Family and Consumer Sciences - Hotel/Restaurant Management
Western Illinois University
Macomb, Illinois05.2004
Accomplishments
- Leader of the Third Quarter 2019 Hyatt Regency Atlanta
- Department of the Year for Guest Services 2017
- Hyatt Regency Savannah Manager of the Second Quarter as Executive Housekeeper in 2009
- Hyatt Regency Savannah Manager of the third Quarter as Front Office Manager in 2010
- Housekeeping Department of the Year 2010
Room's Division Leadership Hotels 2004-2015
- Hyatt Regency Columbus
- Hyatt Regency New Orleans
- Hyatt Regency Savannah
- Hyatt Grand Champions Resort and Spa
- Hyatt Regency Palm Springs
- Hyatt Regency Chicago
Timeline
Director of Rooms
Carmel Valley Ranch
08.2022 - Current
Assistant Director of Operations(F&B)
Hyatt Regency Atlanta
08.2019 - 08.2022
Assistant Director of Rooms
Hyatt Regency Atlanta
08.2018 - 08.2019
Front Office Manager/Guest Services Manager
Hyatt Regency Atlanta
02.2015 - 08.2018
Front Office Manager & Executive Housekeeper
Hyatt Regency Columbus
06.2012 - 02.2015
Hyatt Regency New Orleans
06.2004
Hyatt Regency Savannah
Hyatt Regency Chicago
Hyatt Grand Champions Resort and Spa
Hyatt Regency Palm Springs
Bachelor of Science in Family and Consumer Sciences - Hotel/Restaurant Management
Western Illinois University
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