JOSHUA FRANKLIN
Eatonton,GA
Summary
Results-focused hospitality professional with strength in, guest services, club membership, recreation, and resort management . Proactive leader with strengths in communication and collaboration. Proficient in leveraging cost savings and unique guest experience knowledge to promote a one of a kind 5 star luxury environment. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Overview
10
10
years of professional experience
Work History
Consultant
Resort Outfitters
04.2024 - Current
- Develop and execute sales strategies to achieve revenue goals for group activities and experiences.
- Upsell premium activities, experiences, and packages tailored to group preferences.
- Serve as the primary point of contact for prospective and existing group clients, ensuring a seamless booking and planning experience.
- Coordinate with resort departments (catering, transportation, activity guides) to guarantee seamless execution of group events.
- Prepare and present detailed proposals, contracts, and invoices for group bookings.
Director of Membership and Recreation
The Hotel Del Coronado
06.2021 - 04.2024
- Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Designed and implemented unique new corporate guest experience and team building program with activities that produced $680k in revenue during off season months.
- Oversight of monthly budgets, forecasting, and P&L of the Recreation, Fitness, Membership, and Heritage departments grossing $8.3M revenue annually
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Improved resort children's program and increased participation and revenue by 64% by introducing new and educational activities including adding state of the art aquarium and tide pool tank.
- Conducted needs assessments or surveys to determine interest in or satisfaction with wellness and fitness programs, events or services.
- Managed all aspects of membership acquisition and retention for resort membership program with over 1,000 members.
- Develop and execute strategic plans to drive membership growth, including targeted marketing campaigns, referral programs, and special events that increased membership by 22% within the first year.
- Conducted member surveys and analyzed feedback to identify opportunities for improvement and enhance the member experience.
Director of All Things Fun
The Ritz-Carlton Reynolds, Lake Oconee
01.2018 - 06.2021
- Manage resort activities program by implementing and devising creative and fun activity programs for all ages
- Designing activities that blend with the scenography creating memories and value for luxury guests
- Developed a substantial one of a kind corporate guest experience program with activities like: "Pontoon Scavenger Hunts", and "Lake Cosmic Driving Range"
- Oversight of monthly budgets, forecasting, and P&L of the recreation department grossing $439,000 revenue annually
- Responsible for hiring, training and coaching of all recreation and concierge teams
- Conducted outreach to local community leaders and progressive organizations and assisted with local and regional on-site events
Director of Fun
Welk Resorts San Diego
02.2016 - 12.2017
- Developed ARDA award winning activities program for vacation ownership industry
- Managed and operated five recreation centers, nine pools, and a state of the art fitness center
- Oversight of monthly budgets, forecasting, and P&L of the resort services department grossing $700,000 annually
- Track and maintain financial reports to stay within monthly budgetary guidelines and achieve revenue goals
- Produced a robust activity guide each quarter highlighting seasons and demographic for the resort
- Created an owner education presentation and class to help owners understand their ownership and vacation confidently
- Developed and incorporated industry first "Virtual Reality" and "3D Printing" experiences for owners and guests
- Improved profit margins by streamlining operations and workflow and negotiating new vendor contracts for materials and supplies
Director of Resort Services
Hilton San Diego Resort & Spa
02.2015 - 02.2016
- Manage resort activities program by implementing and devising creative and fun activity programs for all ages
- Designing activities that blend with environment and landscapes - creating memories and value for guests
- Providing and developing a substantial corporate team building program with events including "Human Foosball", "Build a bike scavenger hunt for charity", and an extensive "Beach Olympics" menu
- Responsible for resort membership program including quarterly events, longevity, and gaining new members
- Responsible for hiring, training and coaching of all recreation and concierge teams
Front Office Manager
Hilton San Diego Resort & Spa
07.2014 - 04.2015
- Oversee all Operations (VIP Services, Front Desk, Concierge, Bell Desk, Valet/Door) Submit and administer annual financial plan for the Front Office Department
- Set and maintain departmental standards for productivity, cleanliness, ordering, cost control, training, safety, equipment use, and especially guest service
- Administer all company and department standard operating procedures, policies, design and implement new policies and procedures as necessary for each of the divisions in the Front Office Department, and ensure compliance of such policies
- Work and mentor Assistant Front Office managers in the selection, assigning, training and development of department staff
Education
Bachelor of Science - Hospitality Management Business Marketing
University of Las Vegas Nevada
Las Vegas, NV2011
Skills
- Destination services Inventory control
- Innovation Customer Relationship Management Software
- Guest service (CRM)
- Budgeting and finance
- Budget development Microsoft Outlook, Word and Excel
- Effective workflow management
Timeline
Consultant
Resort Outfitters
04.2024 - Current
Director of Membership and Recreation
The Hotel Del Coronado
06.2021 - 04.2024
Director of All Things Fun
The Ritz-Carlton Reynolds, Lake Oconee
01.2018 - 06.2021
Director of Fun
Welk Resorts San Diego
02.2016 - 12.2017
Director of Resort Services
Hilton San Diego Resort & Spa
02.2015 - 02.2016
Front Office Manager
Hilton San Diego Resort & Spa
07.2014 - 04.2015
Bachelor of Science - Hospitality Management Business Marketing
University of Las Vegas Nevada
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