KEVIN O'BRIEN II
Laguna Hills
Summary
Experienced Director of Operations with over nine years of management expertise across the security and luxury hospitality industries. A solutions-oriented leader with a collaborative management style, focused on driving operational excellence, financial performance, and high levels of customer and employee satisfaction. Proven strength in labor management, account negotiations, and building trusted relationships with senior leadership and corporate partners. Recognized for fostering team ownership, resolving complex operational challenges, and delivering results aligned with organizational objectives.
Overview
12
12
years of professional experience
Work History
Director of Operations
Allied Universal
12.2021 - Current
- Managed 28,000 hours of labor
- Direct Management of 13 salaried Managers.
- Accounts in Jeopardy Champion
- Average Client Rating 4.5 Stars
- Client Retention & AIJ Specialist
- P&L Management & Purchasing experience.
- Lead with a participatory management style, focusing on execution, customer satisfaction, employee engagement, and financial performance.
- Develops budgets through market analysis and account performance.
- Builds business through client account renewals, service delivery excellence, and maintaining strong service standards across all accounts.
- Regional Safety Champion: Investigate Workers' Compensation claims and conduct weekly training for salaried managers on corporate safety initiatives, ensuring adherence to safety protocols and enhancing overall workplace safety.
Client Manager
Allied Universal
03.2021 - 12.2021
- Manage a portfolio of 8,000 hours of labor valued at $5 million in revenue, ensuring efficient and cost-effective service delivery.
- Set direction, tone, and client-specific plans to achieve service levels, deliver measurable results, and meet client expectations.
- Focus on hiring, developing, and retaining security officers, Operations Managers, and Field Supervisors for overseeing remote business.
- Communicate high service level expectations to ensure client and employee satisfaction, while engaging regularly with clients to enhance the value of services.
- Utilize WinTeam for scheduling, billing, and producing reports, ensuring accurate interpretation and action for effective business management.
Client Services Manager/Patrol Division Manager
GMI Security
02.2019 - 03.2021
- Manage a portfolio of 7,000 hours of labor valued at $4 million in revenue.
- Direct oversight of Patrol Division.
- Provide frequent contact with clients and communicated property needs.
- Participated in the recruitment process including but not limited to: selection, orientations, training, and continual development of staff.
Valet Operations Manager (Account Manager)
Towne Park
01.2018 - 02.2019
- Manage 1,200 hours of labor and an account valued at $2.2 million in revenue, ensuring high performance and compliance with business metrics and performance measurements.
- Improve financial performance and profitability by maximizing opportunities within contractual agreements and driving key metrics like forecasting, productivity, and customer service.
- Oversee scheduling, overtime, and timekeeping for associates, ensuring accurate and timely forecasts, payroll, and accounting reports.
- Drive luxury hospitality excellence by achieving high guest engagement scores and enhancing overall guest experiences.
Guest Services Manager
The Ritz-Carlton, Hotel Company
12.2016 - 01.2018
- Oversee all property operations as the Manager on Duty, ensuring the highest levels of hospitality and service, and effectively handling guest-related situations and complaints.
- Lead Guest Services Teams by utilizing interpersonal and communication skills to influence, encourage, and build mutual trust among team members, while setting a positive example and celebrating successes.
- Manage day-to-day operations, including supervising employees, understanding their positions to perform duties in their absence, and maintaining strong working relationships with all departments to support property goals. Ensure exceptional customer service by improving service performance, empowering employees, and responding to guest problems, while implementing corrective action plans to enhance guest satisfaction.
- Implement projects and policies, including customer recognition programs, ensuring fair administration of property policies, and managing payroll administration while participating in human resource activities such as training and performance evaluations.
Housekeeping Operations Supervisor
The Ritz-Carlton, Hotel Company
11.2015 - 12.2016
Loss Prevention Officer, Lead
The Ritz-Carlton, Hotel Company
02.2015 - 11.2015
Security Supervisor
The Resort at Pelican Hill
06.2014 - 02.2015
Education
Saddleback College
Skills
- Client retention
- Team leadership
- Strategic planning
- Contract negotiation
- Strategic negotiation
- Conflict resolution
- Problem-solving abilities
Timeline
Director of Operations
Allied Universal
12.2021 - Current
Client Manager
Allied Universal
03.2021 - 12.2021
Client Services Manager/Patrol Division Manager
GMI Security
02.2019 - 03.2021
Valet Operations Manager (Account Manager)
Towne Park
01.2018 - 02.2019
Guest Services Manager
The Ritz-Carlton, Hotel Company
12.2016 - 01.2018
Housekeeping Operations Supervisor
The Ritz-Carlton, Hotel Company
11.2015 - 12.2016
Loss Prevention Officer, Lead
The Ritz-Carlton, Hotel Company
02.2015 - 11.2015
Security Supervisor
The Resort at Pelican Hill
06.2014 - 02.2015
Saddleback College