Cyrus Keyhani

Experience

• 

  Marriott International

  Nov 1996 - Dec 2013

  Director of Rooms Operations

  Managed daily operations and led a team in delivering personalized service at a 4-diamond-quality, 544-room, 22-acre property. Oversaw housekeeping, loss prevention, guest services, pool & recreation, concierge, front desk, AYS, among others. Acted as General Manager in his absence. Built enduring guest relationships through exceptional communication and interpersonal skills. Enhanced product quality by collaborating with food & beverage and engineering departments. Focused on talent development, coaching new supervisors, managers, and leaders, and managed all concessions vendors and contracts.Directed 200 team members and 15 management staff with a hands-on approach and open-door policy. Supported engineering staff to surpass customer expectations, resolve complaints, and devise proactive solutions.Achievements included:- Boosted guest service scores by 4% year over year in 2011.- Cut expenses to 5% below budget, achieving an operating budget surplus.- Achieved top Overall Satisfaction scores of 81.8%, a 5.8% increase.- Implemented strategies that exceeded guest expectations, communicated core values, developed talent, and modeled exceptional service.- Consistently scored ~90% on Brand Standard Audits; selected as property champion for Breakthrough Leadership Training- Raised employee engagement scores from 82% to 90% within 12 months.- Achieved an average NOP of 8%-10% over Budget.- Realized an 11% year-over-year increase in REVPAR.Additionally, held diverse roles showcasing adaptability and leadership:- As Director of Information Resources for Hawaii and Guam, led strategic initiatives to optimize information management and technology resources.- As Management Information Systems Director, oversaw development and implementation of technology strategies, enhancing organizational efficiency.- As Assistant Controller, supported financial reporting, budgeting, and fiscal management to ensure financial integrity and compliance. Show less

• 

  Marriott Vacations Worldwide Corporation

  Dec 2013 - now

  Led Marriott's Kauai Lagoons, overseeing luxury villas across multiple brands and the renowned Kauai Lagoons Golf Club, Hawaii's only Jack Nicklaus Signature course. Managed a $50M budget, ensuring top-tier service in housekeeping, F&B, guest services, and more with a diverse team. Fostered strong relationships with guests, staff, and the Board, upholding governance standards for four associations. Maintained conservation plans for endangered species and dam safety.Implemented a hands-on leadership style, enhancing staff performance and guest satisfaction. Addressed complaints and innovated preventive solutions. Recognized for excellence in 2014 with awards for World Class Resort, Team, Associate Engagement, Guest Satisfaction, and Community Service. Achieved 95% top-box GSS scores, increased employee engagement from 87% to 99%, and led in problem resolution at 74% top-box. Played a key role in community, organizing the successful Golf Tournament for Children's Miracle Network. Maintained 100% top-box scores for resort cleanliness and ~92% in Brand Standard Audits. Delivered financial results, cutting expenses by ~4.5% below budget for two years. Show less

  • Resort Manager at Marriott's Maui Ocean Club

    Jan 2017 - now

  • General Manager at Marriott's Kauai Lagoons at Kalanipuu

    Dec 2013 - Jan 2017