Actabl

Senior Director of Customer Success

Vice President of Learning and Enablement

We are combining four leading hospitality technology solutions, ProfitSword, Hotel Effectiveness, ALICE, and Transcendent, and building the first and only integrated business intelligence, labor, and operations solution in the industry.

Director of Client Success

ProfitSword, LLC

Responsible for setting the overall vision and strategic plan for the Account Management organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.  Drives customer outcomes, product adoption and customer experience.  Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.  Reduce churn and drive new business growth through greater advocacy and reference ability.  Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement. Build and lead world-class team by recruiting and developing a high performing team.  Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) Drive operational practices to track performance of teams and individuals.  Work closely with the sales management and Regional Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks).  Reduce churn and drive new business growth through greater advocacy and references. Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.  Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

Senior Manager of Client Success and Training

Responsible for conducting online and in person training of several Business Intelligence systems         for the Hospitality Industry.  Developed and maintained training documents in Team Support software including client facing Knowledge base articles.  These articles have also been embedded into the Profitsword applications. Responsible for the creation and uploading of training videos of new user interface using Camtasia Software.  Conducted the training and development of internal and external customers using Udemy and ProfitSword’s internal learning management solution.  This led to the creation of ProfitUniversity and the usage of eLearning badges. Collaborate with several departments and leaders to ensure ProfitSword applications are part of the client’s culture from the initial onboarding process and throughout their partnership.

Training Manager

Pillar Hotels & Resorts

Responsible for the management of a portfolio of 11 to 18 hotels in the PA/NY/OH .    Region consisted of 6 hotel brands which were Residence Inn by Marriott, Fairfield Inn By Marriott, Holiday Inn Express, Comfort Suites, and Country Inn and Suites. Regional revenues were $34 million and a GOP of 48 to 50%. Conducted regular property visits/inspections to ensure Brand, Management, and Ownership standards are being met.  Conducted weekly deep analyses balanced reviews with properties focusing on associate satisfaction and retention, guest satisfaction, revenue generation, and profitability.   Increased regional associate satisfaction by 20 percentage points by focusing on employee 	mentoring program as well as employee incentives. Collaborated with revenue and sales teams to ensure an increase in top line revenues of 7% year over year. Developed high-impact sales and pricing strategies properly focused on booking the right business for hotels, constantly creating business demand / maximizing results. Strategies consisted of action plans focusing on Ecommerce, comp set business share shifting, focusing on backyard accounts, strategic pricing and brand promotions. 	Heighten public image, community spirit, and staff morale through promotion of charitable activities.

Regional Director Of Operations

Hersha Hospitality

Responsible for the profitability of multi branded hotels, through use of inventory and payroll controls.  The hotels consistently performed at expectation of a GOP of 49%.  Systems that were issued included ProfitSage and ADP Timesaver.  Flow through for the properties in 2010 was 69% to last year.  Maintained high service standards in a high-priced market with motivated and service-oriented employees.   The Residence Inn Carlisle obtained an award every year that it was opened.  Service scores were 89% or better.   These service scores were maintained with brand training, daily stand up meetings, weekly GSS meetings with staff, and incentive program for line level staff. Responsible for the Pre and Post Opening of Hilton and Marriott Brand Hotels.  Opened the Hilton Garden Inn Gettysburg and the Residence Inn Harrisburg Carlisle.  Opening was coordinated with Executive Vice President and General Contractor.  Responsible for weekly and monthly Progress Reports to ownership.  Hired staff for opening hotel as well as trained staff as brand required.  Hired Sales Staff to ensure hotel was presold for opening.  Created a high morale by developing key staff members which was accomplished by brand training as well as personal development of team which reduced turnover by 5%.

Area Manager

BRITÁNICO

English Second Language Instructor

GF Hotels & Resorts

Dynamic Hotel General Manager that lead a team and ensure the highest level of guest service and satisfaction. I had a proven track record in hotel management, with a strong focus on revenue management, budget control, and profitability.

Key Responsibilities:

Guest Service: Ensure exceptional guest experiences by maintaining high standards of service and addressing guest concerns promptly and effectively.
Flow Through: Optimize operational efficiency and flow through to enhance guest satisfaction and operational performance.
Budget Management: Develop, manage, and monitor the hotel's budget to ensure financial targets are met. Implement cost-control measures to maximize profitability.
Forecasting: Analyze market trends and forecast future business volumes to make informed decisions and strategic plans.
Revenue Management: Implement effective revenue management strategies to maximize room occupancy and average daily rate (ADR). Monitor and adjust pricing strategies based on market demand.
Profitability: Drive the hotel's financial performance by identifying opportunities for revenue growth and cost savings. Ensure all departments operate within budget and contribute to overall profitability.
Team Leadership: Lead, mentor, and develop a high-performing team. Foster a positive and collaborative work environment.
Compliance: Ensure the hotel complies with all local, state, and federal regulations, as well as company policies and procedures.

General Manager

Showboat Hotel Atlantic City

As a Front Office Supervisor at the Showboat Hotel, I lead a dedicated team to deliver exceptional guest service and ensure smooth daily operations. My role involves overseeing front desk activities, managing staff, and enhancing the overall guest experience.

Key Responsibilities:

Guest Service: Provide outstanding service to guests, addressing inquiries and resolving issues promptly to ensure a memorable stay.
Team Leadership: Supervise and train front office staff, fostering a positive and collaborative work environment. Conduct performance evaluations and provide ongoing feedback.
Operational Efficiency: Streamline front desk operations to improve efficiency and guest satisfaction. Implement procedures to enhance workflow and reduce wait times.
Revenue Management: Assist in managing room inventory and pricing strategies to maximize occupancy and revenue. Monitor daily financial performance and contribute to budget planning.
Problem Resolution: Handle guest complaints and emergencies with professionalism and empathy, ensuring swift and effective resolution.
Communication: Maintain clear and effective communication with other departments to coordinate guest services and special requests.
Compliance: Ensure adherence to hotel policies, procedures, and local regulations. Maintain accurate records and reports.

Front Office Supervisor

Experienced in a career of technology at Actabl with a demonstrated history of working in the hospitality industry. Strong business development professional skilled in Analytical Skills, Operations Management, Customer Success Management, Hospitality Industry, Team Building, and Leadership.

Taplio

Vince Gajewski's Linkedin Analytics

Vince Gajewski

Want to drive more opportunities from LinkedIn?