Customer Service Regional Director
Resume:
Michael J. Smith
Rochester, Minnesota, United States
*********@*****.***
linkedin.com/in/michaelkoelsmith
Summary
Twenty Plus Years of Executive Experience in Business Operations Management for Teams of up to 400 Employees
Key Focus on Profitability and Achieving Metrics, Team Development/Retention, and Award-Winning Customer Service
Awards by Hilton Hotels International: the CARE Cup, Food & Beverage Award of Excellence (2), and the Pride Award (2)
Experience
Board Chair and Board Member
Rochester Convention & Visitors Bureau
Jan 2000 - Jan 2017 (17 years 1 month) Accomplishments:
*Annual budget development of 2 million
*Reorganization of the Sports Commission - separate entity created
*Expansion and remodel of Mayo Civic Center through State of MN through lobbying State Representatives and Governor
Regional Director of Operations
Sand Hospitality
Sept 2024 - Present
Responsible for oversight of operations and financial performance for 10 hotel properties – Country Inn and Suites by Radisson and Holiday Inn by IHG, Food & Beverage operations to include banquets/restaurants/ lounges, customer service, staffing, budgeting, sales and marketing, financial review, gross operations profit, capital improvements, expense controls, and preventative maintenance. Regular site visits were conducted to improve consistency of operations and to implement Brand initiatives.
Regional Director of Operations / COO
Cornerstone Management
May 2022 – December 2023 (1 year 7 months)
Oversight of operations and financial performance for 29 assisted living communities within four states, staffing of corporate and clinical leadership roles and Community Directors, foster strong relations and KPI presentations among multiple ownership groups, Team training and best practiced implementation, clinical compliance, and state survey preparation.
Accomplishments:
*Created new billing matrix. Increased private revenue by 1.2M
*Grew state revenue proportionately
*Implemented staffing model program
*Structured and staffed Executive Team
General Manager
Oliver Companies, Inc.
Nov 2021 - May 2022 (7 months)
Responsible for daily operations for the property. Assisted Sales Team with booking conventions into the city and the hotel. Performed corporate and ownership meetings regarding hotel performance. Improved customer service levels as well as restructured training programs. Assisted management Team with staffing and expense controls. Performed necessary budgeting requirements and facilitated capital expense recommendations.
Accomplishments:
*Top ten ranked properties within IHG
*Played a major role in increasing Mayo Clinic contribution to occupancy
*Created new revenue streams through restructuring rooms division SOPs
Vice President Operations - Multi Unit
Kahler Hospitality Group
Oct 2017 - Nov 2021 (4 years 2 months)
Accomplishments:
*Improved social media rankings by 10-15 positions
*Achieved consistent GOP percentages ranging per facility from 40-60%
*Reduced staff turnover by 50%
Director of Operations - Multi Unit
Titan Hospitality
Nov 1990 - Oct 2017 (27 years)
Responsible for all aspects of daily operations - The Hilton Garden Inn/4 Diamond Radisson Plaza/ Sleep Inn & Suites/Doubletree by Hilton, Food & Beverage operations to include banquets/restaurants/ lounges, customer service, staffing, budgeting, sales and marketing, financial review, gross operations profit, capital improvements, expense controls, and preventative maintenance. Heavily involved with the design and preconstruction work for the new 264 room full-service Hilton Hotel opened in 2019.
Accomplishments:
*Radisson Awards - Radisson 4 Diamond Ranking - Top 10 ranked Radissons in the brand
*Hilton Awards - CARE Cup - Pride Award - F&B Award of Excellence
*Reduced turnover percentage to 8% annually
Education
University of Wisconsin-Stout
Bachelor's Degree, Hospitality Administration/Management
1982 - 1986
Minor in Tourism
Skills
Employee Relations • Retail Operations • Multi-Unit Management • Oral Communication • Identifying
New Opportunities • Growth Initiatives • Entrepreneurship • Communication Training • Profit & Loss Management • Customer Service Operations
Honors & Awards
Additional Skills, Affiliations, and Achievements
Conflict Resolution, Active Listening, Negotiation, Mentoring, Decision Making, Delegation, Empathy,
Motivation, Strategizing, Risk Assessment, Data Analysis, Critical Thinking, Brand Development, CRM
Management, Networking, Collaboration, Work Ethic, Effective Communication, Forecasting, and Attention to Detail
Member of Mayo Clinic Destination Medical Center Steering Committee
Chair for Hospitality First through Rochester Chamber of Commerce
Circle of Excellence Award Winner - DoubleTree Hotels
Member of DoubleTree GM Advisory Committee
Titan Hospitality Voted Top 150 Best Places to Work
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