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Joseph J.

Papa
1915 W. Raven Drive Chandler, Arizona 85248 E-mail: papadpapa@juno.com Phone: © 480-558-6190 / (H) 480-792-6576

Extensive business management background in corporate operations, sales and marketing with a proven track record in achieving objectives within a variety of industries, customer bases and management models.
HOTEL OPERATIONAL MANAGEMENT CUSTOMER SATISFACTION MANAGEMENT BUDGET FORECASTING PLANNING & MANAGEMENT IMPROVEMENT TEAM DEVELOPMENT REVPAR & YIELD FORECASTING & MANAGEMENT SUPPORT DEVELOPMENT STANDARDS & POLICY DEVELOPMENT VALUE) CUSTOMER PLANNING ENHANCED QUALITY ADMINISTRATION AND LTV (LIFE TIME

WEST PACES HOTEL COMPANY
2006 - Present

The Carefree Resort & Villas
DIRECTOR OF HUMAN RESOURCES In reporting to the General Manager I am responsible for all development and evaluation of the Human Capital functions and processes at this 200+ employee property. As a member of the Executive Leadership Committee I am responsible for cost effective talent recruitment, selection, training and development. I lead Workplace Issue Management with direction of performance reviews, employee ratings, human capital evaluations, coaching, counseling and all disciplinary management. I am responsible for the development of strategic staffing ensuring that hiring and promotional practices are linked to long term and short term business decisions. I direct the HR operational management of orientation, certification, and both staff and Leadership training and development. I also oversee the HR operational management of compensation, wages and benefits. I have Leadership responsibilities over employee satisfaction, recognition and morale. I have direct responsibility for all Performance Excellence and Quality programs including continuous improvement service standards and customer loyalty and retention training.
KEY RESULTS AREAS PLANNING Responsible for strategic planning of labor forecasts, staffing guideline reviews by using cost effect staffing measures to manage labor costs. ORGANIZING Responsible for developing, organizing and executing various human resource functions including benefit open enrollment, annual performance and compensation reviews, and all employee and leadership training and development sessions. STAFFING Responsible for recruiting and talent assessment, including administration of listening interviews, talent evaluation, promotional evaluations, and labor resource management. DELEGATING Responsible for leading, directing and monitoring all employee functions, including Employee of the Month, Leader of the Quarter, and other cross departmental cooperative programs which focus on employee morale and emplowerment. SUPERVISING Responsible for leading several support areas that provide employee communications, employee satisfaction and employee safety and security programs.

MEASURING Responsible for review and analysis of labor, benefit and compensation utilization for managed cost containment. I also review, analyze and track employee satisfaction, guest satisfaction, leadership development and other areas of human capital development. REPORTING Responsible to record, analyze, report and comment on all aspects of human capital management including turnover, work compensation and other benefit costs, employee training and certifications as well as labor cost containment including overtime reporting.

The RITZ CARLTON Hotel - Phoenix
FRONT OFFICE MANAGER I returned to this Four Diamond property to lead an inexperienced Front Office team through season while the Rooms Executive was on maternity leave. I was responsible for the management of all aspects of the Front Office day to day operations. This included overseeing arrival and departure functions, all Guest Recognition services, all operations management and staffing for the Guest Reception Desk, Communications and Reservations. I was selected Five Star Manager of the Quarter twice and was Talent + recertified in October 2004.
2004 - 2006

WYNDHAM HOTELS AND RESORTS
2001 - 2004

The Boulders Resort & Golden Door Spa
GUEST SERVICES MANAGER I reported to the Resort Director by directing and managing all Guest Services and Front Office operations. I was responsible for Five Diamond service in all aspects of Front Desk, Reservations, PBX, Bell and Concierge operations and interactions. I assured maximum performance standards were met with constant focus on both service and financial refinements. I was responsible for promotion of Spa services through operational areas resulting in increased revenue. In addition I was responsible for delivering results by meeting and exceeding performance objectives with a focus on the operational management of day-to-day AAA Five Diamond service standards, fiscal responsibility, monitored profitability, cost control, revenue generation, guest satisfaction and associate development.

The RITZ CARLTON Hotel - Phoenix
ASSISTANT HOTEL MANAGER Promoted from Assistant FOM, reported to the Director of Operations, and was trained for this position by serving in each sales, operational, and F&B areas. I was responsible for the management of all aspects of the hotel in the evening hours. This included overseeing procedures and personnel in the following areas: Front Desk, Housekeeping, Guest Services, Private Club & Lobby Concierge, Security, Engineering, Room Service and all Food & Beverage outlets as needed. Was Talent + Certified and spent six months during slow season
interning with Cindy George in Human Resources Department. • • • • Directed the operations of the hotel in the evening hours. Oversaw the management of the functional service areas of the hotel at night. Responsible for the anticipation of guest needs, ultimate guest pacification and total overall guest satisfaction in all areas of the hotel Developed and implemented processes and standards to improve J.D. Power Guest Satisfaction Scores. 1997 - 2000

Education and Training
• Business Administration - Towson State University

CORPORATE SPONSORED TRAINING
• • • • • • • TALENT+ Quality Selection Certification – TALENT+ Quality Improvement Training - FLORIDA POWER & LIGHT Human Resources Management - EDUCATIONAL INSTITUTE - AHMA System & Technology Management - ARIZONA SOFTWARE ASSOCIATION XEROX Selling Skills I, II, & III ENHANCED CUSTOMER SATISFACTION MANAGEMENT Introduction to SIX SIGMA