Eugene M. Fitzgerald

• Partnered with Carver Hotel Group out of Atlanta Georgia.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Led hotel operations staff and kept employees compliant with company policies and procedures.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly internally and externally.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes and a more functional team.
• Directed initiatives to improve work environment, company culture or overall business strategy within the overall hotel and specifically within the F&B department.
• Partnered with hotel leadership to execute business demands, goals, and overall operations in F&B, housekeeping, and front desk.
• Partnered with the HR people team to ensure fair , firm, and consistent processes were in effect and implemented throughout the property.

• Developed and implemented strategies to increase guest satisfaction leading to the highest measurements in 3 years with an increase of 25-30 points across the board.
• Weekly review and analyzing of hotels STR reports to ensure competitiveness against comp sets in local markets.
• Maintained and prioritized departmental budgets while increasing bottom line revenue.
• Optimized training and processes for each department to increase retention and overall engagement.

• Led a team of 15 guest service agents and two direct report managers.
• Prepared weekly employee work schedules to meet operational needs.
• Prepared reports to assist business leaders with key decision making and strategic operational planning.
• Coached employees through day-to-day work and complex problems.
• Strategized with team on new processes and actively shared ideas, opinions and suggestions to improve environment, guest experience, and overall hotel/department operations.
• Reviewed and maintained departmental profit and loss and sales-building programs to achieve predetermined goals.
• Oversaw and coordinated hotel shuttle services keeping up with local and state transportation laws, inspections, and maintenance.
• Partnered with Valet third party to deliver and set expectations for guests arrival and secure overnight valet of guest vehicles.
• Weekly participation in MOD program, Leadership meetings, and staff engagement committees.
• Revenue call participation and department forecasting with events team through group resumes, food and beverage BEO's and department labor needs

• Established positive and effective communication among Food & Beverage and Front Office team members bridging the gap between leadership, reducing miscommunications, and increasing guest satisfaction.
• Developed and implemented strategies to maximize guest satisfaction.
• Led hiring, onboarding, and training of new hires to fulfill hotel needs and the first standards set with hotel policies, culture, and day to day operations.
• Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Housekeeping
• Restaurant
• Events/Banquets
• Concierge/Executive Lounge
• Front Office
• Valet Services
• Shuttle Services
• Certified Housekeeping Trainer
• Certified Front Office Trainer

• Improved average wine and alcohol spend per guest through curation, service training and hands-on hospitality.
• Developed relationships with suppliers and vendors leading to special volume pricing discounts and availability.
• Oversaw three dining venues to include: full service dining room, full service lounge, and quick service tap/draft room.
• Managed bar and wait staff and directed hiring and training programs for around 36 employees.
• Enacted progressive disciplinary measures for staff, managed work zones and oversaw opening and closing duties.
• Developed empowering employee culture focused on equipping employees to independently meet customer needs.
• Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands for FOH and BOH.
• Set up wine tastings to bring in business and promote special offerings.
• Implemented new promotional strategies, dramatically increasing business.

• Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.
• Mentored and motivated team of 12-12 per shift totaling of 35 on staff to achieve challenging business goals with modifying operations and policies.
• Handled all interviewing, onboarding, benefits review, training, coaching, and restaurant office administration.
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
• Cultivated performance-based culture based on individual accountability, goal attainment and team achievement.

• Trained, coached and mentored staff (12 direct reports, 15 merchants, property management, and ownership) to support smooth adoption of new culinary food hall, event space, and full service restaurant/brewery programs.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and ensured increased growth.
• Matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
• Partnered with vendors and suppliers to build established relationships to effectively manage and budget.
• Stayed up-to-date on Virginia building and food laws to support Food Hall vendors and ownership.

• Created and deployed successful strategies that resulted in 35% cut to kitchen operations by focusing and modifying restaurant performance, streamlining food prep processes and reduction of waste.
• Enhanced business productivity by training 25 team members in front of house, back of house, room service, and catering/events on best practices and protocols.
• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues.
• Developed and implemented comprehensive strategies and sales plans that complemented overall hotel operating plan for department through menu building and cost analysis, group packages, and restaurant promotions.
• MOD Weekly Participation with weekly meetings
• Led associate ran engagement committee (Brighthearted) to further guest scores, staff engagement, and overall hotel culture.

• Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.
• Taught salespeople to close deals and improve sales performance to increase revenue for company.
• Engaged with customers to build rapport and loyalty.
• Prepared merchandise for sales floor by pricing or tagging.
• Led team of 4-7 daily to accomplish sales goals through coaching, supporting, and education.
• Maintained up-to-date knowledge of industry trends, innovations, and best practices through ongoing professional development opportunities.
• Enhanced students'' culinary skills by demonstrating various cooking techniques and methods.

• Coordinated church music groups with weekly rehearsal and weekly performances
• Transposed pieces from one key to another to accommodate client and musician preferences.
• Played piano for 3 small ensemble person groups
• Selected and arranged music for each holiday performances and special events

• Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
• Facilitated communication between internal events personnel and external vendors to quickly resolve any conflicts or concerns.
• Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
• Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
• Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.

• Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
• Staffed events by maintaining roster of available personnel and reliable service providers.
• Resolved issues with service providers and inventory vendors to produce smooth events.
• Coordinated efficient set-up and clean-up for each event for quick facilities turnarounds.
• Trained team members on cash register operation and cash handling.
• Organized and implemented special events with as many as 75-150 guests

* Front Desk Agent

* Night Audit Agent

* Housekeeping Inspector

* Event Support (Execution/set up/Take Down)

* Breakfast cook/Morning support